This topic

Replaced line, lower sync speeds

Manvadher — Wed, 15 Mar 2023 12:28:10 GMT

Hi all,

Late Jan, my line coming into the house (recent build, 8 years old) was corroded to which lead to the internet dropping. Voice line had long stopped working but thats's never been a need for that.

With the corroded cable, I was syncing around 80/20. With a new cable run, the max sync speed I get is now 59/18.

The line has been stable and connected for a number of days with no resets or anything. Per advise of BT, I've restarted the hub and its now 59/19

On a call with BT now trying to get the sync speed back to where it was but doesn't seem to be helping or working.

Any ideas on how to move forward?

Thanks

Re: Replaced line, lower sync speeds

pippincp — Wed, 15 Mar 2023 17:37:52 GMT

I doubt very much you've had a new line run. Your 8yr old ones has 2 pairs, only one of which is used for connection. I imagine the engineer only swapped you to the other pair rather than a new line.

Please post a screenshot from the hub, Advanced settings/technical log/information.

Re: Replaced line, lower sync speeds

Manvadher — Wed, 15 Mar 2023 18:00:00 GMT

Hi,

Thanks for coming back. 100% a new cable from the entry point of the house. The previous engineer a few years back switched to the best pair as a run of a new cable would have been elsewhere in the house at the time and I was not comfortable with the options the engineer provided.

With the recent visit, he suggested a new cable was the only option and we agreed new placement in the garage. For this house the master socket is routed through an unknown route to the middle of the hallway. It was tapped at the grey housing box going into the wall, diverted into the garage, where the new master socket (mk4) sits with the router. From recollection it's a thick black cable on the outside going into the garage and then a white junction box on the inside switching to a thinner white cable.

The issue was with the old junction /termination into the house wasn't weatherproof, even though it has a grey thing over it, it lead to water to enter causing the corrosion on the line (or something like that)

See below for the router stats

Re: Replaced line, lower sync speeds

pippincp — Wed, 15 Mar 2023 18:06:45 GMT

I suggest you request a DLM reset it will take about 2 weeks. Post back then if no improvement.

Re: Replaced line, lower sync speeds

Manvadher — Wed, 15 Mar 2023 18:12:52 GMT

Thanks. Via the call center? Any reason that I should give or will I expect pushback?

Re: Replaced line, lower sync speeds

pippincp — Wed, 15 Mar 2023 18:28:10 GMT

Best reason is lower sync speeds. Yes via CS I don't expect pushback but if so post back here.

Re: Replaced line, lower sync speeds

Manvadher — Thu, 23 Mar 2023 09:58:16 GMT

Hi @pippincp,

Tried again with the help desk to get the DLM reset, but stated he wasn't able to do this and kept putting me on hold to speak to his "manager".

Are you able to help get this requested please?

TIA

Re: Replaced line, lower sync speeds

Manvadher — Mon, 03 Apr 2023 08:03:28 GMT

Hi,

Any ideas on how to get a DLM reset when the call center doesn't want to?

Thanks

Re: Replaced line, lower sync speeds

DavidM — Mon, 03 Apr 2023 08:19:58 GMT

Hi @Manvadher and thanks for posting.

I'm sorry you're having problems getting the DLM reset request sorted. I can help. I've dropped you a private message so please reply with the details and we'll take it from there.

Cheers

David

Re: Replaced line, lower sync speeds

DavidM — Mon, 03 Apr 2023 10:19:12 GMT

Hi @Manvadher ,

Thanks for sending over the details. We deal with requests in turn but don't worry, we'll get to you soon.

Cheers

David

Re: Replaced line, lower sync speeds

NeilO — Tue, 04 Apr 2023 13:35:43 GMT

Hi @Manvadher thanks for sending over your details, I've put through a DLM request and it should complete within the next 24 hours. Can you post back to let me know if you notice any improvement?

Thanks

Neil

Re: Replaced line, lower sync speeds

Manvadher — Thu, 06 Apr 2023 07:45:37 GMT

Hi Neil,

Still the same speed. I do see a number of TR69 events. Does it need a power cycle or wait longer?

Thx

Re: Replaced line, lower sync speeds

licquorice — Thu, 06 Apr 2023 07:58:01 GMT

1. You haven't had a DLM reset, your DSL uptime is 11 days.

2. A DLM reset will only give you a tiny increase in speed if at all looking at your line stats.

3. I wonder if, when your line was replaced, it was connected leg and leg. I.e one wire from one pair and one wire from a different pair rather than a true pair.

Re: Replaced line, lower sync speeds

Manvadher — Thu, 06 Apr 2023 10:32:18 GMT

Thanks for the reply.

My view is that if I obtained high speeds with a corroded wire, a replaced wire should be the same or better, not worse. Regarding your point 3, it was a new cable with a new master socket in a new location (garage vs hallway) so unlikely it's the leg to leg thing. Unless you mean the way the pairs in the little connection box are joined together...

I think there is one connection at the point the cable enters the house through the ground (where the initial corrosion occurred) and then another between the external wall going into the garage to go from ext cable to int cable, so 2 cuts in total. BT line // Ext cable to garage // Garage to master socket.

Re: Replaced line, lower sync speeds

licquorice — Thu, 06 Apr 2023 10:30:43 GMT

Why is it unlikely to be leg and leg? The engineer could just as easily have used the wrong wires in a new cable as in an old one.

The other possibility is that the new cable is a different gauge to the old and thus higher impedance.

Re: Replaced line, lower sync speeds

NeilO — Thu, 06 Apr 2023 12:29:59 GMT

Hi, @Manvadher I'm sorry the reset doesn't appear to have been actioned yet. I'll put a request through again this afternoon.

Thanks

Neil

Re: Replaced line, lower sync speeds

Manvadher — Mon, 17 Apr 2023 20:14:53 GMT

Hi @NeilO,

Any ideas if the reset went through? The modem seemed to have restarted about 5 days ago but no change in sync or stats.

Thanks

Re: Replaced line, lower sync speeds

imjolly — Mon, 17 Apr 2023 20:34:39 GMT

Your connection reset 5 days ago with marginal increase in speed but with similar attainable speed. Looks like as good as it gets

Re: Replaced line, lower sync speeds

NeilO — Tue, 18 Apr 2023 11:31:26 GMT

Hi @Manvadher I emailed the team in Openreach who do the resets on Saturday as they still haven't updated me, unfortunately, it's not looking promising. I'll allow them another 24 hours to respond and will get back to you tomorrow to agree on a way forward with this.

Thanks

Neil