Hi Paul. To clarify, it’s not a Forum - it’s a support portal. It’s very much in ‘beta’ stage at the moment - we’re populating it with content, and the formatting isn’t fixed yet. So those ‘login’ areas are currently redundant.
We’ll use it for key issues like the BT bug, while we continue to build and polish in the background.
1 Like
The only error message I can see is “Error_No_Carrier”, which suggests a line drop beyond my threshold. I’ve done the usual quiet line test (passed)and removing everything from the router’s Ethernet ports and turned WiFi off. And still it drops between 00:00 and 05:00 (usually). I did raise a call, engineer came, changed connectors on outside of building and reset something (DSLM?) so it went back to d/l of 265MBit/s. However the line drops continued and I’m now down to 95MBit/s (2 weeks later) and just raised another call. (Min guaranteed speed =150, I’d been getting 265 for around 5 months before the issue started with about 2 resets in that time). I’m about 100m from my cabinet, cable is in underground ducting from cabinet to me (and to end of street).
Hi, DLM, is dynamic line management, and adjusts the SNR allowed with the sync speed… so the more errors there are on your line, DLM will increase the SNR and lower the sync speed so as to aim to reduce errors.
The fact that the carrier drops, suggests that the noise rate might be rising to a point where the connection can’t be maintained as there are too many errors. This can be sporadic noise, electrical interference, but it does sound severe what ever it is. A quite line test might not show if there is interference at only a certain time.
I guess there could be a fault on the cabinet, but it sounds like having to be persistent with support… not a fun prospect.
Just a consideration, does this happen when you plug the modem link into the primary master socket such that the house extension wiring is disconnected… usually achieved by removing the front cover from the master socket.
1 Like
Unfortunately yes it happens going straight into the master socket (with the cover removed). I have an NTE5C master socket so usually the router is on the end of a cable connected to the extension connectors on the inside.
There’s an engineer visiting tomorrow, who I’m told is going to check the cable from here to the cabinet (around 100m underground). The line’s been fine since we moved to BT in 2016; the issues only occurring in the last 2 months (we went G. Fast in September and it had been rock steady until April, speed only started dropping in May, presumably after too many resets).
Coincidentally, we just got a note through the door yesterday that Openreach are pulling string to the houses in our road over the next few days/weeks so I should be able to go FTTP soonish, which should get around this if I sign up.
1 Like
A bit off topic (sorry) but does anybody know the dc plug that fits the BT Smart Hub 2?
I tried a 5.5 / 2.1 and 2.5 and both didn’t fit.
Anyone applied a LPS to the Smart Hub?
Thanks!
Well the engineer didn’t turn up, so was rescheduled. He came, he restarted my Hub, then reset it. And as a result the line speed has dropped further. Time will tell if the issue is fixed but although I’m currently around 30% down on speed I’ve not yet hit my “refund speed” so he’s done nothing else.
I doubt restarting the hub has fixed anything - that is the symptom, not the cause.
He didn’t do anything beyond my premises and I’m fairly sure, by observation, that there is never a corresponding “event” of any kind when the line drop occurs on my side of the master socket (no Central Heating timer, lighting timer or other switched device like a washing machine) which is why I doubt it’s fixed.
The street lights do go off around 01:00 and I do occasionally get a drop around that time, but it’s usually between 03:00 and 05:30 so I don’t think it’s the street lights.
Unfortunately I have no alternative to Open Reach based services (Virgin aren’t on my road) so switching suppliers probably won’t fix anything, just get me a lower speed service as no-one offers an equivalent to the BT G.Fast service.
So, where do I go from here ?
I may have missed this (in which case, apologies), but did you try dropping your 5Ghz network to maximise your chances of seeing all your Naim equipment?
Yes, it worked.
After the firmware update all Naim items can be seen with both 5 and 2.4GHz on.
Hi,
-
- My heart goes out to Naim as they are at the sharp end for any problems with streaming etc. As we have seen with this BT update the problem for me and possibly others has gone away.
Maybe many areas to look at when experiencing problems with streaming!
- My heart goes out to Naim as they are at the sharp end for any problems with streaming etc. As we have seen with this BT update the problem for me and possibly others has gone away.
Hi Clare, I note that the support portal is the link on the Naim website for support for the Atom HE, it doesn’t have a link to the FAQ as the other Unitis do.
We’re trialling some new support resources as we launch new products/new issues arrive. More info on that as we assess new systems etc.
1 Like
Frustrating… I guess you could ‘down grade’ to regular VDSL2 speeds ie upto 80 Mbps… and that should be more stable.
G.Fast really is pushing the limits of twisted pair and so is very sensitive to interference… but locating that without specialist equipment is a bit like looking for a needle in a haystack…
Any idea when or if you have fibre access scheduled (FTTP)
Simon
Yes the more products are reliant on home networks, they more reliant on home networking products. At least with BT it’s easier as it is such a large provider it’s easier to diagnose and the impact was widespread and well understood, and was relatively quickly addressed … the complexities come with the variant of smaller consumer products with some with no or very limited support, and ultimately that means designing products that support multiple strategies for operation.
Has BT swapped your hub out? Just a thought… it shouldn’t be restarting with a carrier drop…
BT have said the Hub is fine, but are only concerned with keeping my rate above the guaranteed minimum so seem very unwilling to do anything else until it drops below that level, which it did yesterday. It’s way below the expected figure and the value I was getting.
Correction; the hub reconnects, not restarts - I saw it happen last night.
We had our “blue string” installed today by Openreach; going to the BT web site I can order FUll Fibre, but if I log in it’s not available as an upgrade. I rang but they weren’t able to explain that, or take an order for Full Fibre products.
It’s a pity - BT have been rock solid for me for 5 years now.
(VDSL is very slow for us, much lower than 80Mbit when we had it)
Wow, you seem to be having some issues…
if you use BT Broadband
(FTTP is towards the bottom)
And if it says FTTP is available on your number… then I would insist that you get confirmation of why they can’t take an order… you can ask for a manager to contact you… the only caveat is if it’s changed to available very recently… in which case leave a couple of weeks for the databases to synchronise.
2 Likes
This topic was automatically closed 60 days after the last reply. New replies are no longer allowed.