This topic

Broadband Performance / No recourse of action

cjbev — Thu, 09 Jul 2020 14:59:33 GMT

All,

I am about to cancel BT broadband but posting here as a last resort. I've been using BT broadband for the last 10 years or so with no problems - in the last few years 30mbs/5mbs but in the last few months this has changed to 30/1 which effectively stops me making video calls/uploading to the cloud and so on. Ive been through the rigmarole with BT (Engineer out to check local cabling/kit - no problems), contacted BT again and the answer is they dont gurantee upload speed. 1mbs is unusable as far as I am concerned.

Any suggestions from the community before I bin BT out of principal.

Re: Broadband Performance / No recourse of action

licquorice — Thu, 09 Jul 2020 15:13:40 GMT

Unfortunately, no suggestions as it is probably crosstalk from another customer causing the problem. I'm afraid changing provider probably won't help as you will still be using the same pair of wires.

Re: Broadband Performance / No recourse of action

Keith_Beddoe — Thu, 09 Jul 2020 15:42:41 GMT

The upload portion of the bandwidth is mainly located at the higher frequencies, which unfortunately are the first to be affected by crosstalk. You may like to try disconnecting your line for a minute, and seeing if it will reconnect at a better speed.

The only solution is to hope for an FTTP connection in the future.

Re: Broadband Performance / No recourse of action

cjbev — Thu, 09 Jul 2020 15:53:21 GMT

As I have no neighbours, does this mean something in the local infrastructure has been changed?

Re: Broadband Performance / No recourse of action

licquorice — Thu, 09 Jul 2020 15:55:15 GMT

The crosstalk can occur anywhere between you and the cabinet, it doesn't have to be somebody close by.

Re: Broadband Performance / No recourse of action

cjbev — Thu, 09 Jul 2020 16:03:33 GMT

So does seem like something changed in the infrastructure to drop from 5 to 1 in the last few weeks?

Re: Broadband Performance / No recourse of action

Keith_Beddoe — Thu, 09 Jul 2020 16:03:57 GMT

You need to look at your upstream sync (connection) speed, as that would give you a better idea of what is going on, as a speed test can be misleading.

Re: Broadband Performance / No recourse of action

cjbev — Thu, 09 Jul 2020 16:05:30 GMT

Is that information available on the hub? (I would have thought the engineer that came out would have checked?)

Re: Broadband Performance / No recourse of action

cjbev — Thu, 09 Jul 2020 16:05:45 GMT

Also - thanks for engaging!

Re: Broadband Performance / No recourse of action

Keith_Beddoe — Thu, 09 Jul 2020 16:08:29 GMT

@cjbev wrote:
Is that information available on the hub? (I would have thought the engineer that came out would have checked?)

Yes its available on the home hub, but its unlikely to have been looked at by the engineer.

Which home hub do you have?

Re: Broadband Performance / No recourse of action

licquorice — Thu, 09 Jul 2020 16:10:54 GMT

@cjbev wrote:
So does seem like something changed in the infrastructure to drop from 5 to 1 in the last few weeks?

Probably a new customer connected or a customer with a faulty pair swapped to a pair that disturbs your pair that was previously spare.

Re: Broadband Performance / No recourse of action

cjbev — Thu, 09 Jul 2020 16:12:28 GMT

Smart Hub 2

Re: Broadband Performance / No recourse of action

cjbev — Thu, 09 Jul 2020 16:12:55 GMT

Upstream sync is 800kbs

Re: Broadband Performance / No recourse of action

licquorice — Thu, 09 Jul 2020 16:14:46 GMT

Ouch!

Re: Broadband Performance / No recourse of action

cjbev — Thu, 09 Jul 2020 16:16:36 GMT

Aye!

Re: Broadband Performance / No recourse of action

Keith_Beddoe — Thu, 09 Jul 2020 16:28:19 GMT

Something is wrong there.

Have you tried a short (20 second) disconnection of the incoming DSL line, and then see if it reconnects at a higher speed.

A loss of higher frequencies can be caused by changes in your own internal wiring, so yo really need to check the connection speed at the test socket.

Re: Broadband Performance / No recourse of action

cjbev — Thu, 09 Jul 2020 16:31:53 GMT

Hi,
I had an engineer out beginning of July who used his own kit (hub/laptop/cables) to test the line out and I believe he used the test socket as well and got the same results. His recommendation was (because I had a netgear hub) to get a BT hub just to eliminate that (even though he had tested it with a BT hub) - after contacting BT today and going through all the same tests the response was that they didnt guarantee upload speed....needless to say I'm not happy about that response....

Re: Broadband Performance / No recourse of action

Keith_Beddoe — Thu, 09 Jul 2020 16:40:06 GMT

If you cannot get a better upload connection speed, even at the test socket, then you must have a lot of high frequency interference or loss, which is making the top part of your frequency allocation unusable.

It could be caused by a split pair on another circuit which would cause a lot of crosstalk. Its going to be almost impossible to locate, although a pair change may help, if that has not already been tried.

I get a better upload connection speed on my ADSL line.

Re: Broadband Performance / No recourse of action

cjbev — Thu, 09 Jul 2020 16:40:21 GMT

Thanks - How would I get BT (or Openreach) to test/check this?

Re: Broadband Performance / No recourse of action

Keith_Beddoe — Thu, 09 Jul 2020 17:05:29 GMT

Just a quick check, are you using any powerline adaptors, as they can cause this type of interference?