Big Connection Problem
 

Firstly, here are my BT Home Hub details.

Uptime: 0 days, 1:03:57
Modulation: G.992.5 annex A
Bandwidth (Up/Down) [kbps/kbps]: 440 / 239
Data Transferred (Sent/Received) [MB/MB]: 1.45 / 8.01
Output Power (Up/Down) [dBm]: 9.5 / 0.0
Line Attenuation (Up/Down) [dB]: 5.0 / 18.5
SN Margin (Up/Down) [dB]: 18.0 / 36.5
Vendor ID (Local/Remote): TMMB / IFTN
Loss of Framing (Local/Remote): 0 / 0
Loss of Signal (Local/Remote): 0 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): 0
Error Seconds (Local/Remote): 10 / 0
FEC Errors (Up/Down): 0 / 0
CRC Errors (Up/Down): 0 / 0
HEC Errors (Up/Down): 0 / 0
Line Profile: Fast

I've had problems connecting at all for the past 4/5 days. This is on my brothers connection of which I am trying to troubleshoot, but I have a virgin media line and have no experience with BT...are these levels OK ? Seem low to me.

Download speed is about 0.11Mbps and ping around 135ms.

Re: Big Connection Problem
 

Right, first things first, is he connected to the master socket? If he has a split faceplate, un screw the two holding screws, and remove the bottom half gently, so as to not disturb any wiring, and connect the hub to the test socket using a filter and leave this for around 4/5 days and the IP profile for the line should increase, without any manual disconnections. Second thing is that his SN Margin is high, (this should be around 6dB). Third, have there been many disconnections, (as the stats are showing that its only been connected for just over a day). Fourth, I noticed that he has the line profile set to fast, instead of interleaving, I know this can cause a lot more instability but in some cases can provide a faster speed.

Also for further diagnostics, could you run the BT Speedtester located at http://speedtester.bt.com and post the results please

Re: Big Connection Problem
 

Connected to the master socket, yes. No split faceplate.

Yes the router disconnected by itself and I came to have a look after my father asked me to and it was still disconnected so I had to restart - which didnt work. Restarted once more and it finally connected, albeit at a very low speed.

Re: Big Connection Problem
 

Ok leave it on the master socket for around 4/5 days and the IP Profile for the connection should increase

Re: Big Connection Problem
 

Those stats are seriously wrong. At the moment the modem is syncing at 239kbps download and 440kbs upload with SNR margin of 36.5 down and 18 up.

The margin indicates how much "buffer" there is in speeds, or how much extra speed the line is capable of (which can be sacrificed in exchange for stability). Typically the margins are between 3 and 12 in both directions, a margin of 36.5 means the modem is failing to realize the vast majority of the speed the line is capable of.

The downstream output power (if correct) is also way too low, and should be in the 15-20 range.

In any case yes, there's a severe fault somewhere, which could be a bad line, bad modem, or bad exchange equipment. More likely a bad modem, or secondly line but anything's possible. You'll need to phone the provider and get them to check things, that line should be doing at least 15-20mbps, not 0.1mbps.