This topic

Broadband Fails to meet USO

ClarachDave — Wed, 03 Jun 2020 09:36:17 GMT

Hi,

I've recently joined BT as TalkTalk were unable to give me more than 4Mbps. With the new BT SMartHub2 we are able to get a little bit more but still well short of the reliable 10Mbps we should be getting. I've queried the technical log from the router and written a bit of code to plot the sync speed, attached is the result form the past 4 days, showing long periods of instability and slow overall connection.

Despite this the USO service checker claims that we can recieve over 10Mbps and are thus not eligible for an upgrade under USO.

There is a fibre broadband connection in the valley below us, which comes to within 500m of our little hamlet, all we would need for a cabinet to serve our group of 10 houses is 500m of fibre and a cabinet, how would we apply to get that done?

Dave

Re: Broadband Fails to meet USO

imjolly — Wed, 03 Jun 2020 10:05:05 GMT

did you read this

https://community.bt.com/t5/Announcements-Guides-Community/BT-Broadband-USO-Your-questions-answered/m-p/2026716

Re: Broadband Fails to meet USO

ClarachDave — Wed, 03 Jun 2020 10:20:47 GMT

I did check link that, thanks.

It was from there that I got to the page at bt.com/uso which tells me lies about my broadband being fast enough, despite what the hub tells me.

I can't phone the USO help desk at the moment as my wife is in an online meeting and the phone tends to bring down the internet.

Don't suppose you've got an email contact for the USO help desk?

Re: Broadband Fails to meet USO

Starwire — Wed, 03 Jun 2020 10:31:12 GMT

The USO doesn’t mean they will automatically give you 10mbps at the point of sale but rather you can request they provide you with it.

Met a lady today, broadband speed is 6mbps. Mentioned about the 10mbps USO and she said she wasn’t interested as what she’s got is more than adequate for what she uses the internet for.

Re: Broadband Fails to meet USO

ClarachDave — Wed, 03 Jun 2020 10:39:17 GMT

OK.
I'd quite like to see how you can request 10mbps under USO - as I said, the USO page from BT erroneously claims that we have 10mbps and stops at that point.

We've got 2 of us working from home online, one university student and one sixth former. We have to negotiate online meetings on teams/zoom/etc as the link won't take more than one of us in a meting at a time.
10mbps would be a starting point.

Re: Broadband Fails to meet USO

imjolly — Wed, 03 Jun 2020 11:10:22 GMT

enter your phone number and post results remember to delete number https://www.broadbandchecker.btwholesale.com/#/ADSL

post hub stats advanced settings then technical log information

Re: Broadband Fails to meet USO

Addy — Wed, 03 Jun 2020 11:39:35 GMT

hi,

Are you saying that when someone picks up the phone and makes a call the internet drops out or just that the speed drops. If the internet drops out and you lose the broadband at the hub there might be a fault on the line.

Have you tried the quiet line test.

I hope one of the gurus here can provide a link or details of how to do a quiet lone test as I can’t seem to find it at the moment.

phone tends to bring down the internet.

Re: Broadband Fails to meet USO

ClarachDave — Wed, 03 Jun 2020 11:58:23 GMT

Here are the stats from the router and also from the ADSL

Re: Broadband Fails to meet USO

imjolly — Wed, 03 Jun 2020 12:08:44 GMT

sorry but can you post full stats from advanced settings then technical log information (not the logs)

connection time is only 15hrs is that due to router dropping connection or manual reset? are you having problems with dropped connect?

quiet line test dial 17070 option 2 should be silent and best with corded phone

Re: Broadband Fails to meet USO

ClarachDave — Wed, 03 Jun 2020 14:40:15 GMT

Here are the stats from the hub, hope these are the right ones.

The drop 16 hours ago was due to unplugging the openreach box faceplate to to a quiet line test direct to the master socket.

The quiet line test seems ok

Re: Broadband Fails to meet USO

ClarachDave — Thu, 04 Jun 2020 15:59:55 GMT

Bump

Re: Broadband Fails to meet USO

CJT80 — Thu, 04 Jun 2020 16:43:17 GMT

@ClarachDavewrote:
Bump

@ClarachDave

Rather than bumping your post, perhaps you could do what @imjolly asked in post 6 and we can see what your line should be capable of. Here's the link enter your phone number and you will get a list like this:

Take a screen shot, remove your number but leave the cabinet and exchange (like I have) and post back with the picture (if you can) otherwise copy and paste the results (minus the phone number) back here.

Re: Broadband Fails to meet USO

ClarachDave — Thu, 04 Jun 2020 16:48:11 GMT

Sorry, I thought that was what I did in post #8

Here it is again:

Re: Broadband Fails to meet USO

CJT80 — Thu, 04 Jun 2020 17:02:33 GMT

@ClarachDave

I may owe you an apology, it didn't appear.

OK so the MAX you could get is 11.4 likelyhood to the router will be less, and then it depends how you are connecting to the router. What suprises me is you mention fibre (in this case FTTC) and you appear to me to be on that.

The checker shows 4.5 for ADSL 2+

Go here to get the stats:

Stats should look like:

what info should be displayed

If you can post that it would be great

Re: Broadband Fails to meet USO

imjolly — Thu, 04 Jun 2020 17:23:46 GMT

Looking at your stats your attainable speed is 13mb but at present your connection speed is only 7mb but your noise margin is high at 13.3db suggesting connection problems with line dropping. If you can get a stable connection then noise margin down to normal 6db then your connection speed should move closer to attainable and above 10mb. As you are on a Huawei cab then once stable connection then DLM should activate G.INP which will give a boost to your connection speed by lowering noise margin nearer 3db and taking speed further over the 10mb you are looking for

need to find cause of high noise margin and fix your line

Re: Broadband Fails to meet USO

ClarachDave — Thu, 04 Jun 2020 19:23:29 GMT

No problem,

Here is the stats page. This is a problem which has been going on for a while, and is our reason for changing from talk talk to BT. Frequent disconnects, particularly in wet weather and low speeds has been a feature of our internet here for ever. It used to be because our lines came over from Aberystwyth and were too far away from the exchange, but apparently there is now fibre in the valley below us, but it doesn't seem to have helped a great deal.

Possibly we are on fibre 'technicaly' but, if we are, the cabinet is probably 800m or more of copper away. The fibre seems to stop about 500m away from little our hamlet of houses and nobody gets reasonable speed. What would be really helpful would be a discussion with somebody about the cost of 500m of fibre and a cabinet and how we could work that.

dave

Re: Broadband Fails to meet USO

imjolly — Thu, 04 Jun 2020 20:04:06 GMT

From the information you have posted your are on FTTC - fibre to the cabinet - and then normal copper line from cab to your home. However from your speeds your line length is a lot longer that your estimate as can be seen from this graph

If you are using test socket and still dropping connection and line is silent then you are going to need engineer visit to get stable line and therefore speed increase

Re: Broadband Fails to meet USO

ClarachDave — Fri, 05 Jun 2020 09:26:16 GMT

That graph of speed vs copper distance is very useful, thanks.
It rather suggests that we are ~3km of copper away from the fibre, which is about as far as you can get and have it still work. This would account for the slow unreliable service and fits in with what we've been told about the wiring of our bit of hillside.

What we'd like to do is get a cabinet close to our little hamlet by extending the fibre which already comes within 500m.

Dave

Re: Broadband Fails to meet USO

ClarachDave — Fri, 05 Jun 2020 16:45:11 GMT

I think the high noise margin and line problems could well be due to us being somewhere over 2km from the cabinet. The cable is all on poles thorugh farmland and woods.

I had a look on https://www.telecom-tariffs.co.uk/codelook.htm for our postcode (SY23 3DH) and according to that 100% of the area is under 10mbps.

Do you know how we would go about getting some actual fibre and a cabinet nearer us?

Re: Broadband Fails to meet USO

imjolly — Fri, 05 Jun 2020 16:54:30 GMT

The high noise margin suggests a line problem and not necessarily a result of the distance from the cabinet. Is the quiet line test silent? If not you need to report a phone fault to 151. Once fixed and a DLM reset by engineer should bring your connection speed nearer your attainable speed. If your connection then is stable you would get a boost from G.INP which would drop noise margin to about 3db and give you a connection speed in excess of 10mb