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Help with BT Home Hub 2 Please
[Deleted User]
Posts: 16
Forum Member
There seems to be a common problem on the internet that people seem to be getting extremely slow speeds from thier BT Home Hubs. I am no exception.
I have had BT Broadband for on 4 months now and have had problems since day 1. I have spoke to the indian call centres about 20 times but to no help what so ever.
Ok the problem!! I pay for BT option 3 which I believe is unlimted 8meg Broadband. As I said I have had problems since day 1 with EXTREMELY slow speeds. I have run speed test after speed test and I am not getting an IP profile over 500
here is my latest result:
just done a test with speedtester.bt.com and got this
Test1 comprises of Best Effort Test: -provides background information.
IP profile for your line is - 500 kbps
DSL connection rate: 498 kbps(UP-STREAM) 7458 kbps(DOWN-STREAM)
Actual IP throughput achieved during the test was - 444 kbps
My phone line is with the Post Office who have ran 5 line checks and found no problems. BT say they have no problems on their end either.
I have tried syncing the Hub for aslong as possible to try raise my IP profile but this also hasn't worked. I have had 2 Hub replacements too, so I dont think its a faulty hub.
I know am really going on a bit now but am in my final year of uni and really need this to get sorted.
If you need any other info then let me know
Any help would be great
I have had BT Broadband for on 4 months now and have had problems since day 1. I have spoke to the indian call centres about 20 times but to no help what so ever.
Ok the problem!! I pay for BT option 3 which I believe is unlimted 8meg Broadband. As I said I have had problems since day 1 with EXTREMELY slow speeds. I have run speed test after speed test and I am not getting an IP profile over 500
here is my latest result:
just done a test with speedtester.bt.com and got this
Test1 comprises of Best Effort Test: -provides background information.
IP profile for your line is - 500 kbps
DSL connection rate: 498 kbps(UP-STREAM) 7458 kbps(DOWN-STREAM)
Actual IP throughput achieved during the test was - 444 kbps
My phone line is with the Post Office who have ran 5 line checks and found no problems. BT say they have no problems on their end either.
I have tried syncing the Hub for aslong as possible to try raise my IP profile but this also hasn't worked. I have had 2 Hub replacements too, so I dont think its a faulty hub.
I know am really going on a bit now but am in my final year of uni and really need this to get sorted.
If you need any other info then let me know
Any help would be great
0
Comments
You are on an UP TO 8mb/s service and your Line Rate is extremely good at 7,458 kb/s. However it is your IP Profile that is the problem as you will never go faster than that. For your Line Rate it should be 6,500 kb/s. What do the Indians say?
I am not sure what you mean by: 'I have tried syncing the Hub for as long as possible'.
They told me that there is "no problem" as I was getting a line rate at 7,468 kb/s. I asked about raising my IP profile and he didnt seem to know what I meant.
By syncing the the hub I mean, leaving it connected for as long as possible without switching it off, to try raise my IP profile. My hub has been on for 12 days now an still no improvement?
Any ideas to whats going wrong an who I should speak to?
It looks like you have a 'Stuck IP Profile'. Unfortunately although that can and does happen it does not appear to be in the script that the Indians have.
I am afraid that you are going to have to call them again and be firm with them. Don't be rude but keep on their case. If the Agent that you speak to does not know what an IP Profile is, demand to speak to some one who does!
If all else fails write to Sir Michel Rake the Chairman of BT. I have posted the address here umpteen times. Usually the Chairman's Office get things fixed in a matter of days.
I think that might be the problem then. The first Hub I recieved had a power problem and would turn itself off every half hour or so. Maybe this has caused problems during the 10 day stability period.
I will give them a call when I get home and keep you posted!
Fingers Crossed!
I called BT back told them of this they again ran a test which showed no issues on the line, I then insisted they send an engineer out.
The engineer came out on a Sunday morning and was getting the same problem on his modem, sync speed was around 2400k but IP Profile was still low.
He checked all the internal wiring and wiring to the pole, he went back to the exchange and checked there too, eventually he found water ingress that had corroded connections on my line at one of the big junction cabinets a couple of streets from me.
He remade the connections and my sync speed immediatly jumped to over 7k and noise ratio dropped considerably. 3 days later the IP Profile reset itself to its normal level.
Occasionally the IP profile can be stuck and needs to be manually reset (in which case it goes into its 10 day triaing mode again) or sometimes it actually hasnt been updated when a customer upgrades from an older slower package to a new "high-speed" one.
Hope some of this helps.
BTW its Openreach.
However often my line wass howing a good sync speed but it was dropping intermittently due to the noise ratio so the system lowered my IP profile.
I only noted the sync speed dropping once I applied the tracking program to chart all the output from the router.
To my suprise the guy who I was talking to knew exactly what he talking about and rang for a BT engineer to come out today! I even heard him say on the phone "no, this has been going on for too long and the customer is paying for a service he is not getting".
So an engineer is coming out sometime today to check the exchange box and check if there is any problems at my end.
Hopefully he/she will get to the root of the problem!
Again I will keep you posted!
Please do. I am currently speculating on how an Openreach Engineer will fix an IP Profile.
As I said an engineer came to look at the exchange box bout a week ago. He said that a component needed to be replaced. The lovely people at the indian call centre ring me 24hrs later only for me to tell them there is still no improvement.
A second engineer has visited my house to see if there are any problems here. He said everything is fine on the line and set up his own laptop to my Hub.
He said that BT were "capping" my connection. After ringing the Indians again, they say the cap has been took off! (How come not one person knew they was capping my connection????)
That was early yesturday and guess what? Still no improvement, infact its gone abit slower and am still locked with an IP profile of 500!!
here are my latest results:
Test1 comprises of Best Effort Test: -provides background information.
IP profile for your line is - 500 kbps
DSL connection rate: 449 kbps(UP-STREAM) 7954 kbps(DOWN-STREAM)
Actual IP throughput achieved during the test was - 334 kbps
Any thoughts? Think it would be possible to say to them, as they are not providing the service am paying for I want to cancel my contract?
You have a stuck IP Profile. Unfortunately BT's Indians are pretty useless on these. (Remember the guy that you thought was OK called an Engineer rather then get it reset!)
The 'second Engineer' did not know what he was talking about either. BT do not 'cap' via ones' IP Profile, it is set by an automatic system. In your case it has gone wrong and needs to be fixed by simply manually resetting it.
I'd give them one more chance and the write to the Chairman.
The annoying thing for me is that when I call BT on customers' behalf it is obvious that I have read the BT manuals and that the gang of muppets employed by BT haven't.
Here are the results:
Test1 comprises of Best Effort Test: -provides background information.
IP profile for your line is - 7100 kbps
DSL connection rate: 350 kbps(UP-STREAM) 1350 kbps(DOWN-STREAM)
Actual IP throughput achieved during the test was - 1253 kbps
So they have done something as my speed has improved but my connection rate has fallen by over 6000 kbps.
After speaking to the Idians he said I dont have a stable line and to monitor it over the next 72 hours. But why has my connection rate only fell now, its been on 7000+ plus since I have had it!
Write to Sir Michael Rake.
I will give it a few days see how it goes then as you said Beerhunter a letter is goin straight to Sir Michael Rake.
I will update over the weekend! Sorry to be a pain ha
Now I have found a new problem. In the past 2 days my Hub keeps switching it self off or the broadband light goes orange for half an hour. I have had enough of BT and have been travelling into uni to complete work.
This has been going on for 4 months now. I am writing a letter to Sir Micheal Rake now and telling him I want my contract cancelled as they are not providing the service am paying for. I am a business law student and have visited the ofcom site for legal advise.
Do you think this will be possible? Also is it hard getting your MAC code off BT?
Hope I can get it soon as O2 have a "3 months free" offer ending 31st jan!
So have Sky at the moment aswell, managed to bag a package of free line rental and free internet for 3months, so check about 1st . Good Luck Hope it all works out.
I will have to see what happens with BT first. Ill keep you posted
Test1 comprises of Best Effort Test: -provides background information.
Your DSL connection rate: 7936 kbps(DOWN-STREAM), 448 kbps(UP-STREAM)
IP profile for your line is - 250 kbps
Actual IP throughput achieved during the test was - 217 kbps
I am really annoyed with BT now
Test1 comprises of Best Effort Test: -provides background information.
Your DSL connection rate: 160 kbps(DOWN-STREAM), 192 kbps(UP-STREAM)
IP profile for your line is - 250 kbps
Actual IP throughput achieved during the test was - 119 kbps
I spoke to anohter person from the indian call centre, who to be fair was very nice, I told her I am giving them untill Monday for the problem to be fixed or I will be expecting the contract to be terminated. The woman gave me a direct number and said if it comes to that then to ring that number and give a four digit pin.