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Can someone please advise over 'Downstream sync speed' on my router?

redmike58 — Fri, 12 Jun 2020 13:13:17 GMT

Hi everyone,

Not sure if this is answerable here but here goes:

My router (and BT) I have had for a year has always shown the Download Sync Speed as 55mbps (download) and 10mbps (upload). This gives me speeds in my home as 49.2mbps and 9.5mbps respectively.

During the nights over the past year, the router seems to 'reset' itself occasionally but always returns to the above speeds.

However, for the past two days the router is showing 49mbps (download sync speed) but the upload has stayed the same at 10mbps upload. My internet speed as dropped to 42.4mbps in my home.

Cannot get through to BT at present as this is 'not an emergency'.

All sounds petty, i know, but does anyone know why this should be? Are they doing this on purpose?

Thanks.

Re: Can someone please advise over 'Downstream sync speed' on my router?

imjolly — Fri, 12 Jun 2020 13:14:50 GMT

welcome to the BT community forum where customers help customers and only BT employees are the forum mods

in order for the forum members to help please can you post the stats from your router (if hub enter 192.168.1.254 in your browser) and if HH5 then go to troubleshooting then helpdesk and if HH6/SH2 then advanced settings then technical log information .

Have you tried the quiet line test? - dial 17070 option 2 - should hear nothing - best done with a corded phone. if cordless phone you may hear a 'dull hum' which is normal

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

Someone may then be able to offer help/assistance/suggestions to your problem

Re: Can someone please advise over 'Downstream sync speed' on my router?

licquorice — Fri, 12 Jun 2020 13:18:29 GMT

One of 2 things is probably happening.

1. You have a line fault which is causing DLM to reduce your speed in order to provide a stable service.

2. As more customers have been connected to your cabinet crosstalk has increased and reduced your speed.

Can you post a screenshot of the hub stats and a screenshot of the DSL checker https://www.broadbandchecker.btwholesale.com/#/ADSL

Remember to edit out your phone number in the checker screenshot before posting

Re: Can someone please advise over 'Downstream sync speed' on my router?

iniltous — Fri, 12 Jun 2020 13:34:54 GMT

55Mb sounds like the package you are on , what is the max attainable rate shown in your router stats ?, your throughput is always less than your sync rate , but if your throughput used to be better than it is now, and your sync rate hasn’t changed , perhaps you are on a congested VLAN , try off peak times to compare.

Any speed tests should be on a wired connection, if using ‘wireless’ , perhaps someone nearby has switched broadband provider , or just got broadband, and their new ‘WiFi’ is affecting yours.

Re: Can someone please advise over 'Downstream sync speed' on my router?

redmike58 — Fri, 12 Jun 2020 13:44:44 GMT

Hello,

Thanks for the replies. I have line checked with my corded phone and it seems ok but not fully silent (very slightly noisey but maybe I am being too picky).

Please let me know if I have done this wrong.

Regards

Re: Can someone please advise over 'Downstream sync speed' on my router?

imjolly — Fri, 12 Jun 2020 13:51:10 GMT

you are not being picky. if you can hear any noise then that is a problem as line should be silent and may well be the cause of your drops in connection and reduced speed you need to report a phone fault not broadband to 151

Re: Can someone please advise over 'Downstream sync speed' on my router?

redmike58 — Fri, 12 Jun 2020 14:00:27 GMT

Hello, these are the two screenshots 'before and after'.

I have screenshots from most of the year showing a 'normal' 55mbps download speed. It is only recently that the download speed has changed to 49mbps.

Mant thanks.

Re: Can someone please advise over 'Downstream sync speed' on my router?

licquorice — Fri, 12 Jun 2020 14:10:36 GMT

Can you post a screenshot from the full stats page please, rather than just the status.

Re: Can someone please advise over 'Downstream sync speed' on my router?

redmike58 — Fri, 12 Jun 2020 14:15:25 GMT

Hi, all throughout the year I have been with BT my router speed via this method has always been 49.2mbps (download) in my home as the down load sync speed is 55mbps. I am aware of those details (hardwiring etc).

I have kept the same testing method (occasionally using Ookla) but on the whole I use this service. That is really not the point here I am asking. It is why my internet speed has dropped from 'pole (or cabinet) to router rather than whatI get from router to appliance within the home. I am aware that that figure will be lower than 55mbps - which as I previously stated is 49.2mbps.

The above screenshot is what I tend to get from various 'checkers'. I know it is not 100% correct in line with 'hard line' checking but it has remained consistent throughout the year.

I am now getting 42.2mbps or thereabouts. What I am asking is why?

Cheers

Re: Can someone please advise over 'Downstream sync speed' on my router?

licquorice — Fri, 12 Jun 2020 14:19:28 GMT

You have been given 2 possible reasons why and if you post the full hub stats we will have a better idea of what is going on. As you have a noisy line and 49M is a DLM banded profile, your speed has probably been reduced because of the fault.

Re: Can someone please advise over 'Downstream sync speed' on my router?

redmike58 — Fri, 12 Jun 2020 14:31:04 GMT

Hello, I am unsure of how to obtain the full hub stats. I said I did not have a noisy line. It is clear just a very slight static noise. I would not class that as noisy.
I can open the hub but where are the full stats located? I have a BT Smart Hub.
Thanks

Re: Can someone please advise over 'Downstream sync speed' on my router?

licquorice — Fri, 12 Jun 2020 14:39:15 GMT

The line should be perfectly silent, any noise at all is a sign of a fault.

On the smart hub2 it is Advanced settings >Technical log > Information not sure on the SH1, be somewhere similar.

Re: Can someone please advise over 'Downstream sync speed' on my router?

redmike58 — Fri, 12 Jun 2020 14:50:00 GMT

Hello, thanks for the reply. I am not sure I could report the line as not an emergency or classed as a vulnerable person.

Hope the details help.

Thanks

Re: Can someone please advise over 'Downstream sync speed' on my router?

licquorice — Fri, 12 Jun 2020 14:52:17 GMT

As you can see, your maximum data rate is about 57M and your line has been capped due to the fault.

Re: Can someone please advise over 'Downstream sync speed' on my router?

redmike58 — Fri, 12 Jun 2020 14:57:03 GMT

OK thanks. I will need to report the fault.
Thanks for your help.

Re: Can someone please advise over 'Downstream sync speed' on my router?

licquorice — Fri, 12 Jun 2020 15:03:49 GMT

Unfortunately, you are in a bit of a catch22 situation. The fault needs to be reported as a noisy line rather than a broadband fault but the phone engineer won't be able to carry out a DLM reset after fixing the fault, that requires a broadband engineer. Without a reset, it could be some weeks possibly months before DLM decides to remove the banding on the line. Unfortunately you can't report a broadband fault as your speed is above your handback threshold.

Re: Can someone please advise over 'Downstream sync speed' on my router?

imjolly — Fri, 12 Jun 2020 15:13:16 GMT

If you don't get fault fixed and line continues to drop connection then DLM may take further action by reducing your connection speed to the next lower banded profile so getting fixed asap is best action

Re: Can someone please advise over 'Downstream sync speed' on my router?

redmike58 — Fri, 12 Jun 2020 15:21:10 GMT

Thanks. Trying to report it now!
Thanks for all your advice 🙂

Re: Can someone please advise over 'Downstream sync speed' on my router?

redmike58 — Tue, 16 Jun 2020 21:16:59 GMT

For information,

A BT Engineer attended today (16 June) and detected a small fault showing at the cabinet.

All was ok at my home address (he did disconnect an unused extension at the socket). He attended the cabinet and checked and confirmed repair after 30 minutes. Half an hour after that my router reset itself and I am now back to my original 55mbps download. (BT had sent me a text saying it could take three days to reset).

The whole job from his arrival to full completion and reset was 90 minutes.
Highly impressed.

Thanks for all the advice given.

Thanks BT for the prompt and expert response.

Re: Can someone please advise over 'Downstream sync speed' on my router?

licquorice — Tue, 16 Jun 2020 21:32:04 GMT

Good result 👍