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bigjb147
Aspiring Contributor
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Message 1 of 29

Extremely slow broadband connection speed

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I have recently experienced a gradual drop in my broadband connection speed over the past 6 weeks, no doubt due to intermittent disconnection of my BT Home Hub 4. I have tried various actions in order to prevent this from happening and have changed the ASDL filters and moved the Hub closer to the main telephone socket, which seemed to have stopped the Hub from disconnecting. However, despite maintaining a steady connection for 4 days, the speed of my connection has gotten worse.

 

I have tried the quiet line test on a corded telephone and there is no interference on the line, either whilst connected to the test socket or the faceplate.

 

My most recent hub log stats are as follows:

 

22:09:26, 17 Nov.

( 3403.320000) DSL noise margin: 11.90 dB upstream, 25.90 dB downstream

22:09:25, 17 Nov.

( 3402.300000) DSL line rate: 440 Kbps upstream, 574 Kbps downstream

 

 

DSL checker stats show as follows:

Telephone Number ----------- on Exchange NEWCASTLE EAST is served by Cabinet 4

Featured Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Range(Mbps)

WBC FTTC Availability Date

WBC SOGEA Availability Date

Left in Jumper

 

High

Low

High

Low

 

 

 

 

VDSL Range A (Clean)

80

80

20

20

--

Available

--

--

VDSL Range B (Impacted)

80

68.4

20

17.7

--

Available

--

--

ADSL Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Range(Mbps)

Availability Date

 

Left in Jumper

WBC ADSL 2+

Up to 18.5

--

17 to 20.5

Available

--

--

WBC ADSL 2+ Annex M

Up to 18.5

Up to 1.5

17 to 20.5

Available

--

--

ADSL Max

Up to 7.5

--

6.5 to 8

Available

--

--

WBC Fixed Rate

2

--

--

Available

--

--

Fixed Rate

2

--

--

Available

--

--

Other Offerings

 

 

 

Availability Date

 

 

VDSL Multicast

--

--

--

Available

--

--

ADSL Multicast

--

--

--

Available

--

--

 

BT speed tester provides the following stats under a wired connection (to note, I always use Ethernet connection regardless):

 
 



1. Best Effort Test: -provides background information.

 

Download  Speed

 

0.51 Mbps

 

 

 

 

0 Mbps

0.5 Mbps
Max Achievable Speed

 

 Download speedachieved during the test was - 0.51 Mbps
 For your connection, the acceptable range of speeds is 0.1 Mbps-0.5 Mbps.
 IP Profile for your line is - 0.5 Mbps


2. Upstream Test: -provides background information.

 

Upload Speed

 

0.36 Mbps

 

 

 

 

0 Mbps

0.83 Mbps
Max Achievable Speed

 

Upload speed achieved during the test was - 0.36Mbps
 Additional Information:
 Upstream Rate IP profile on your line is - 0.83 Mbps

 

I tried to run the online troubleshooter, however when it reaches the Network Checks stage, it freezes at around 50% and then resets to the troubleshooter home page. As I’m therefore unable to get the fault raised beyond this point, I’m unable to get this investigated further.

 

Judging from the information provided, does it look as though this is an issue with banding, or are there further checks or diagnostics I need to make before this can be considered?

 

Thank you in advance for your assistance.

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28 REPLIES 28
Distinguished Sage
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Message 2 of 29

Re: Extremely slow broadband connection speed

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Why has my speed suddenly dropped?
 
ADSL connections (see notes about Infinity at the end), and the notes by RogerB
Changes in your connection speed are automatically managed by the exchange equipment, using a process called
Dynamic Line Management (DLM).
Its purpose it to give you the best speed possible, without introducing a lot of errors back into the BT network.
These errors impact on other users, and can slow their connection down, as your data packets have to keep being resent.
This is a continous process, but certain things can cause it to make drastic changes to your connection speed.

These can include the following:-
You could have also been recently moved from ADSL max to ADSL2+, this would mean that the line
would have to re-train again, and must be left undisturbed  for at least 10 days.
 
If you keep restarting or disconnecting your BT Home hub, then the exchange equipment will see this as a fault condition, and reduce your connection speed, in an attempt to stabilise your line.
You have recently had a fault on your line which has just been fixed.

Sometimes a single interruption to your line can cause this too, especially if it generates a large error burst.
The effect is that you get placed in a low banded speed profile, and you will notice that your downstream margin is high, usually over 15dB.
 
The lower the banded speed profile, the quicker it will recover, but it could take up to a month before the fullspeed is recovered.

If you want your speed to recover, then these are the steps you need to take.
 
DO NOT restart or disconnect the power to your BT Home Hub.
DO NOT disconnect your BT Home hub from your phone line.
 
Leave everything alone for at least 10 days, so that the exchange can record a stable connection.

During this time, the exchange may drop the connection, and re-establish a faster connection.
If you use the BT Speedtester, then do not restart the BT Home Hub, even if it tells you to.
If after 10 days your speed does not increase, then please return to your forum post.
showing  that you have 10 days of connection time, then the problem can be escalated.

You can calculate your final speed by using this website.

Maximum speed calculator
 
Infinity connections
A similar process is applied to the connection between the Infinity cabinet, and the Openreach modem.
You cannot view that connection information, but the same thing applies, do not restart or disconnect the Openreach modem.
The BT home hub only acts as a router, and restarting it will not affect your physical connection speed to the cabinet.
Additional information by forum member RogerB
BT broadband is line adaptive, if you have a good line, you get good broadband , BUT consider this, you only get good broadband
 
from the outset, if you let the exchange "train" the connection, when it is new, simply because it has to try various methods of modulation.
 
And once it is running at full speed and set the MSR (maximum stable rate) provided you don't keep disconnecting the router, it will stay that way.
 
So two important things:  ALWAYS leave the router on, 24/7 and DO NOT impede the training process which can take up to 10 days.
 
The reasons are vaguely the same for both scenarios:  DLM trains the connection during setup, and DLM runs the connection in a similar but different mode once it's running.
 
And the most common issue apart from line faults in causing poor broadband is FREQUENT RESETS and DISCONNECTIONS of the router or hub, because if you interupt line management it will demote the line profile if done to excess, with often time consuming efforts and long waits to get it back.
 
BT don't punish users indiscriminently by making them wait for their broadband speed to come up, but the line management is in place  to DEFEND the network against bad and corrupted data, and if the exchange sees your line being reset too often it assumes a fault,
whereby your linespeed is demoted, and often profoundly so.
 
Also, because the exchange can't tell the difference between you messing around resetting all the time, and a real line fault, it assumes (using logic) the worst and demotes the line profile.
 
If you get a real line fault and the noise margin increases, the linespeed will decrease, it's normal, again it's a defence to help give you a service  allbeit a depleted one, and at the same time stop corrupted data getting back to the exchanges.
 
But unfortunatlely it's at this point when people in general start to become frustrated,  and guess what?
 
They then start to reset the router in an attempt to "repair" the connection. And in doing so, impede the line management from promoting the linespeed again. (providing any fault is or was fixed).
 
And to summarise, if the connection is left to run unimpeded, no excess resetting, and left to its own devices, it actually benefits from the good line

history that the exchange has accumulated for your connection, simply because the attention span by the line management is not so profound when it does bite the dust, for whatever reason.
 
So regardless of the opinions of some, switching off broadband routers is NOT a good idea, not if you want consistent broadband and a good line rate.
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Moderator
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Message 3 of 29

Re: Extremely slow broadband connection speed

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Hi @bigjb147 and welcome.

 

Looking at the stats you've posted I can see that you noise margin is very high at over 25db whcih would certainly have a negative effect on the connection. Have you been manually resetting the hub? If not then we'll need to take a closer look at this for you so please drop me over an email with your details and we'll take it from there. You'll get the contact the moderators link in my profile.

 

Cheers

 

David

Community ModeratorDaveM
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bigjb147
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Message 4 of 29

Re: Extremely slow broadband connection speed

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Hi @DavidM

 

I have sent a PM to the Mods as requested. I note the point about the high noise margin, and there did seem to be a crackle on the landline yesterday. It seems as though the connection to the faceplate was slightly loose; having adjusted it, I now receive the following stats:

 

23:44:23, 20 Nov.

(48180.660000) DSL noise margin: 6.00 dB upstream, 6.30 dB downstream

23:44:22, 20 Nov.

(48179.650000) DSL line rate: 197 Kbps upstream, 284 Kbps downstream

 

BT BROADBAND AVAILABILITY CHECKER

Telephone Number ----------- on Exchange NEWCASTLE EAST is served by Cabinet 4

Featured Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Range(Mbps)

WBC FTTC Availability Date

WBC SOGEA Availability Date

Left in Jumper

 

High

Low

High

Low

    

VDSL Range A (Clean)

80

80

20

20

--

Available

--

--

VDSL Range B (Impacted)

80

68.4

20

17.7

--

Available

--

--

ADSL Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Range(Mbps)

Availability Date

 

Left in Jumper

WBC ADSL 2+

Up to 18.5

--

17 to 20.5

Available

--

--

WBC ADSL 2+ Annex M

Up to 18.5

Up to 1.5

17 to 20.5

Available

--

--

ADSL Max

Up to 7.5

--

6.5 to 8

Available

--

--

WBC Fixed Rate

2

--

--

Available

--

--

Fixed Rate

2

--

--

Available

--

--

Other Offerings

   

Availability Date

  

VDSL Multicast

--

--

--

Available

--

--

ADSL Multicast

--

--

--

Available

--

--

 



1. Best Effort Test: -provides background information.

 

Download  Speed

 

0.26 Mbps

 

 

 

 

0 Mbps

0.25 Mbps
Max Achievable Speed

 

 Download speedachieved during the test was - 0.26 Mbps
 For your connection, the acceptable range of speeds is 0.1 Mbps-0.25 Mbps.
 IP Profile for your line is - 0.25 Mbps


2. Upstream Test: -provides background information.

 

Upload Speed

 

0.04 Mbps

 

 

 

 

0 Mbps

0.83 Mbps
Max Achievable Speed

 

Upload speed achieved during the test was - 0.04Mbps
 Additional Information:
 Upstream Rate IP profile on your line is - 0.83 Mbps



We were unable to identify any performance problem with your service at this time.
It is possible that any problem you are currently, or had previously experienced may have been caused by traffic congestion on the Internet or by the server you were accessing responding slowly.
If you continue to encounter a problem with a specific server, please contact the administrator of that server in the first instance.

 

The connection on my hub has dropped 3 times today, that I'm aware of; I haven't reset the connection manually, instead, I have ran the network troubleshooter through Windows 10, which has brought it back up each time.

 

Please advise if any further investigative action is needed from me; appreciate the need not to rest the hub and will ensure this is kept on 24/7.

 

Thank you.

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Moderator
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Message 5 of 29

Re: Extremely slow broadband connection speed

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Thanks for confirming that @bigjb147. It looks like an instant result with the SNR margin so things should start to improve automatically over the next few days. Can you keep an eye on it and let us know if there is any change?

 

Cheers

 

David

Community ModeratorDaveM
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bigjb147
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Message 6 of 29

Re: Extremely slow broadband connection speed

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Hi @David M,

I'll continue to monitor the connection speed over the next 3-5 days and will advise follow this if the issue is resolved or if further consideration is needed.

Thank you
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Moderator
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Message 7 of 29

Re: Extremely slow broadband connection speed

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Thanks @bigjb147. There's always someone around to help.

 

Cheers

 

David

Community ModeratorDaveM
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bigjb147
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Message 8 of 29

Re: Extremely slow broadband connection speed

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Hi @ DavidM Quick question in relation to this issue. The DSL noise margin seems to have stabilised, as the following stats show:

 

21:13:19, 21 Nov.

(125514.570000) DSL noise margin: 6.00 dB upstream, 10.50 dB downstream

21:13:18, 21 Nov.

(125513.650000) DSL line rate: 278 Kbps upstream, 284 Kbps downstream

 

16:13:51, 22 Nov.

(193946.350000) DSL noise margin: 6.00 dB upstream, 10.80 dB downstream

16:13:50, 22 Nov.

(193945.330000) DSL line rate: 278 Kbps upstream, 284 Kbps downstream

 

However, I've noted that if a telephone in the house is picked up, to either make or receive a call, my router starts flashing orange and disconnects and I need to perform a troubleshoot which resolves the issue. The problem is, in doing so I will never be able to establish a sufficiently lengthy enough connection for my IP status to automatically resolve itself.

 

I should also note that the router is not connected to the main socket, as my PC is located in a different room. I did try obtaining a BT ethernet extender and placing the router in the main socket, to keep the connection to ethernet rather than Wi-Fi, but this simply produced interference on the line, and made the connection worse.

 

On checking older posts, one possible solution is to connect the router to the test socket through a microfilter, then connect the telephone line through a second filter. Is it worth actually trying this, or does this indicate another issue, as I don't want to make things worse than they are. Any advice you can give me would be most appreciated.

 

My speeds are still pretty much the same, as the stats below demonstrate:

 

  1. Best Effort Test: -provides background information.
 

Download  Speed

 

0.26 Mbps

 

 

 

 

0 Mbps

0.25 Mbps
Max Achievable Speed

 

 Download speed achieved during the test was - 0.26 Mbps
 For your connection, the acceptable range of speeds is 0.1 Mbps-0.25 Mbps.
 IP Profile for your line is - 0.25 Mbps


  1. Upstream Test: -provides background information.
 

Upload Speed

 

0.08 Mbps

 

 

 

 

0 Mbps

0.83 Mbps
Max Achievable Speed

 

Upload speed achieved during the test was - 0.08Mbps
 Additional Information:
 Upstream Rate IP profile on your line is - 0.83 Mbps

 

Thank you.

 

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Distinguished Sage
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Message 9 of 29

Re: Extremely slow broadband connection speed

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However, I've noted that if a telephone in the house is picked up, to either make or receive a call, my router starts flashing orange and disconnects

that suggests a high resistance joint which will need an Openreach engineer visit to fix the fault you need to phone faults on 151 to arrange this
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bigjb147
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Message 10 of 29

Re: Extremely slow broadband connection speed

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@DavidM the issue with the router disconnecting when calls are made or received seems inconsistent, as we've made them successfully since earlier without the connection dropping. There seems to be no rhyme or reason for the instances when connection is lost; meaning I will be unable to maintain a steady connection for long enough to successfully come out of banded profile. Is there any further action you can suggest, as I really want this issue resolved. Thank you.
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