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tnwhitwell
Beginner
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Message 1 of 11

8mb/s for years, but now stuck down on 2

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Hi there,

We used to receive 8mb/s on our broadband line for years.

We upgraded online with Orange from 2 meg to 8 meg, and this upped the speed pretty quickly.

When EE took over, they apparently checked all customers were receiving the speed they were paying for, and saw that we were getting 8 meg, when our plan only prescribed 2mb/s. The EE team told me we had been capped.

We switched to BT, hoping this would fix our broadband woes.

But alas. This is not the case.

After checking the speedtest.btwholesale.com, i received these results:

 

1. Best Effort Test: -provides background information.

 Download  Speed
 1.89 Mbps

 

0 Mbps2 Mbps
Max Achievable Speed

 

 Download speedachieved during the test was - 1.89 Mbps
 For your connection, the acceptable range of speeds is 0.4 Mbps-2 Mbps.
 Additional Information:
 Your DSL Connection Rate :8.13 Mbps(DOWN-STREAM), 0.45 Mbps(UP-STREAM)
 IP Profile for your line is - 2 Mbps

 

And my homehub stats page says this:

ADSL Line Status
Connection Information
Line state:Connected
Connection time:3 days, 13:53:52
Downstream:7.938 Mbps
Upstream:448 Kbps
 
ADSL Settings
VPI/VCI:0/38
Type:PPPoA
Modulation:G.992.1 Annex A
Latency type:Fast
Noise margin (Down/Up):11.4 dB / 20.0 dB
Line attenuation (Down/Up):7.9 dB / 5.0 dB
Output power (Down/Up):13.9 dBm / 11.9 dBm
FEC Events (Down/Up):0 / 0
CRC Events (Down/Up):153 / 1
Loss of Framing (Local/Remote):0 / 0
Loss of Signal (Local/Remote):0 / 0
Loss of Power (Local/Remote):0 / 0
HEC Events (Down/Up):515 / 0
Error Seconds (Local/Remote):148 / 1

 

Can anyone give me any suggestions?

I've spoken to the customer care team, and they said they'd restart the training period, but as this is a new line, it's only just been through one, and that didn't help our speed.

 

Thanks!

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dombullion
Aspiring Expert
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Message 2 of 11

Re: 8mb/s for years, but now stuck down on 2

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Hi tnwhitwell,

 

Because your connection time is only 3 days nothing can be done until the hub has been connected for the 10 day training period. 

What you now need to do is leave your hub connected and not do any restarts or anything. The equipment at the exchange will see the line as unstable if you keep restarting the hub and the line will become very unstable.

If you leave the connection alone then it will gradually increase. 

With an attenuation of 7.9dB I would expect a speed of around 8mbps on a perfect connection and an ip profile of around  7mbps.

It will increase but you just have to give it some time. If, however after the 10 days has passed and the connection hasn't improved, then re-post stats and we will see what can be done.

Hope this helps,

Dominic. 

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tnwhitwell
Beginner
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Message 3 of 11

Re: 8mb/s for years, but now stuck down on 2

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Hi,

I was advised by a BT rep to move my router to a different socket in the house, which improved the attenuation. But this reset the connection. This happened 1 day after the initial 10 day training period. The hub had been on for the whole 10 days, with 10.5 days of connection time. The IP profile did not change after that time, which is why I'm a little concerned.

 

The bit I'm most confused about is what happened when my speed initially dropped.

 

We were getting a solid 7.5-8mb/s connection, then suddenly we started getting dropped packets (around 25-30%) then the line cut out completely for a day or so. Then when it came back, we were capped to 2mb/s.

 

I didn't know about IP profile until i first discovered the bt wholesale speedtest (~2 weeks ago) so i can't tell you what my profile was originally.

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dombullion
Aspiring Expert
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Message 4 of 11

Re: 8mb/s for years, but now stuck down on 2

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Hi,

Could you please make sure that your hub is plugged into the test socket.

Here is the diagram:

test socket bt.jpg

 

Once you have plugged it into the test socket, please re-post the stats.

Which socket did the BT rep tell you to connect the router to?

 

also, once you have plugged the router into the test socket and re-posted stats, please levae the connection on for 10 days to let it stabilise. 
The mods will not be able to do anything unless they see that the connection has been on for a solid 10 days with no resets. 

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tnwhitwell
Beginner
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Message 5 of 11

Re: 8mb/s for years, but now stuck down on 2

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The phone wiring in this house is from around 1970, so it is (obviously) a mess, with no master to be found anywhere, and definitely no test socket.

I can't reach where the wire comes in, as it is above an insulated void in the loft.

The first point it reaches in the house is a 2-way splitter, from which is goes downstairs to the kitchen, and into the master bedroom. I currently have it wired to the socket in the bedroom, as this is a shorter cable run than to the kitchen (where it was before)

Nothing changed inside of the house before / around the time of the speed reduction.

 

He didn't tell me a particular socket, he just suggested I try the bedroom socket, to reduce the attenuation and noise (which it seems to have).

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Distinguished Sage
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Message 6 of 11

Re: 8mb/s for years, but now stuck down on 2

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Hi

I am sorry to see you are having problems


I suggest you contact the forum mods they should be able to reset your IP profile which has  stuck  this will increase your speed  this is a link to them http://bt.custhelp.com/app/contact_email/c/4951


They normally reply by email or phone directly to you within 3 working days they will take personal ownership of your problem until resolved and will keep you informed of progress


They are a UK based BT specialist team who have a good record at getting problems solved


This is a customer to customer self help forum the only BT presence here are the forum moderators

Distinguished Sage
Distinguished Sage
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Message 7 of 11

Re: 8mb/s for years, but now stuck down on 2

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I agree you profile is stuck at 2mb and for your connection speed it should be 7.15mb so use john46 link and contact mods to get profile kicked into action

 

you hub stats are ok so just leave connected until mods contact you



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tnwhitwell
Beginner
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Message 8 of 11

Re: 8mb/s for years, but now stuck down on 2

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Thank you, imjolly and john46, i have contacted the forum mods through the link you gave me, and will now wait for a reply.

I'll leave this open until I can confirm it has been resolved, and i'll get back to you guys!

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tnwhitwell
Beginner
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Message 9 of 11

Re: 8mb/s for years, but now stuck down on 2

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With the assistance of Patrick from the Moderator team, the problem is solved!

My latest speedtest result is below!

 

Screenshot from 2013-05-11 15:19:02.png

Thank you all for pointing me in the right direction for help!

 

Tom Whitwell

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Distinguished Sage
Distinguished Sage
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Message 10 of 11

Re: 8mb/s for years, but now stuck down on 2

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looks good nowSmiley Wink



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