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Pete56
Contributor
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Message 1 of 12

New contract speed issue

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I saw somewhere on this forum that BT always connect customers at the highest possible speed, I've recently returned to BT after a year with Plusnet (really good offer), when I left BT I was getting 12.5 Mbps download, these are the hub stats from 2015 with BT

 

28/06/2015

ADSL Line Status
Connection Information

Line state:

Connected

Connection time:

0 days, 20:23:20

Downstream:

12.58 Mbps

Upstream:

1.118 Mbps

 

ADSL Settings

VPI/VCI:

0/38

Type:

PPPoA

Modulation:

G.992.5 Annex A

Latency type:

Interleaved

Noise margin (Down/Up):

3.1 dB / 5.7 dB

Line attenuation (Down/Up):

33.9 dB / 18.5 dB

Output power (Down/Up):

20.4 dBm / 12.4 dBm

FEC Events (Down/Up):

15830310 / 109

CRC Events (Down/Up):

2755 / 42

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):

24660 / 13

Error Seconds (Local/Remote):

380 / 7

 

 

These are the stats with Plusnet

18/09/2015

 

ADSL Line Status
Connection Information

Line state:

Connected

Connection time:

3 days, 06:18:49

Downstream:

11.18 Mbps

Upstream:

1.168 Mbps

 

ADSL Settings

VPI/VCI:

0/38

Type:

PPPoA

Modulation:

G.992.5 Annex A

Latency type:

Fast

Noise margin (Down/Up):

5.4 dB / 5.8 dB

Line attenuation (Down/Up):

33.8 dB / 18.6 dB

Output power (Down/Up):

20.6 dBm / 12.7 dBm

FEC Events (Down/Up):

0 / 0

CRC Events (Down/Up):

7545 / 236

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):

19214 / 246

Error Seconds (Local/Remote):

4625 / 131

 

 

 

These are the current stats with new BT contract



 

ADSL Line Status
Connection Information

Line state:

Connected

Connection time:

0 days, 01:33:52

Downstream:

7.875 Mbps

Upstream:

448 Kbps

 

ADSL Settings

VPI/VCI:

0/38

Type:

PPPoA

Modulation:

G.992.1 Annex A

Latency type:

Interleaved

Noise margin (Down/Up):

15.7 dB / 29.0 dB

Line attenuation (Down/Up):

34.4 dB / 19.5 dB

Output power (Down/Up):

20.0 dBm / 10.6 dBm

FEC Events (Down/Up):

346 / 0

CRC Events (Down/Up):

14 / 0

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):

124 / 0

Error Seconds (Local/Remote):

8 / 0

 

 

From BT Wholesale speedtest

Download 6.95

Upload 0.37

Ping 52.63

 

Will the speed improve or am I stuck on ADSL Max, nothing has changed from the router to the exchange so I would be expecting to be getting near to the same speed as before.

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11 REPLIES 11
Moderator
Moderator
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Message 2 of 12

Re: New contract speed issue

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Hi @Pete56,

 

It does look like your connection is still on ADSL max. I'll be able to take a look at this for you. Please can you send me in your details using the "Contact The Mods" link found in my profile?

 

Thanks

 

PaddyB

Community ModeratorPaddyB
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Pete56
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Message 3 of 12

Re: New contract speed issue

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I filled in and sent the form 'Contact the Mods' on 13 Sept, I got the auto email response and an incident number, since then nothing, any ideas ?

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Distinguished Sage
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Message 4 of 12

Re: New contract speed issue

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if you have contacted PaddyB please now leave it in his hands now as the forum mods take personal ownership of problems and provide a single point of contact in the UK at the moment once you contact them they are taking 5+ working days to reply to your personally by phone or email they have a very good success rate with problems
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Pete56
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Message 5 of 12

Re: New contract speed issue

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OK thanks for that.

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Pete56
Contributor
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Message 6 of 12

Re: New contract speed issue

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I'm not getting anywhere with this at the moment, I've just received an email from BTCare saying that the line is connected to ADSL2+ and that I'm getting more than 8Mbps DL and so there's nothing they can do,

 

24/09/2016

ADSL Line Status
Connection Information

Line state:

Connected

Connection time:

1 days, 21:49:50

Downstream:

7.875 Mbps

Upstream:

448 Kbps

 

ADSL Settings

VPI/VCI:

0/38

Type:

PPPoA

Modulation:

G.992.1 Annex A

Latency type:

Interleaved

Noise margin (Down/Up):

15.0 dB / 28.0 dB

Line attenuation (Down/Up):

34.4 dB / 19.5 dB

Output power (Down/Up):

20.0 dBm / 10.6 dBm

FEC Events (Down/Up):

6984 / 12

CRC Events (Down/Up):

230 / 2

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):

2394 / 0

Error Seconds (Local/Remote):

355 / 11

 

BT Wholesale Speed Test 24/09/2016

DL 6.93Mbps

UL 0.36Mbps

Ping 84ms

 

 

I've run out of ideas, unless I'm missing something, Modulation G992.1as indicated on the hub is ADSLmax, so I'm not on ADSL2, I can only give the information available from my end, there's obviously no point in me continually replying to their email telling them the information and them replying telling me something else, any ideas ?

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Distinguished Sage
Distinguished Sage
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Message 7 of 12

Re: New contract speed issue

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That e-mail would not be from the moderators.

 

It looks like you have been re-contracted onto ADSL Max by mistake.

 

To could copy the details to BT Care, but I expect you will have to wait for the moderator.

 

Moderator
Moderator
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Message 8 of 12

Re: New contract speed issue

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Hi @Pete56 Sorry you are not happy with the response you have received. I have checked and the reply is to your forum email so if you remain unhappy you should reply to your case handler.

 

cheers

John

Community ModeratorJohnC
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Pete56
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Message 9 of 12

Re: New contract speed issue

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OK thanks

 

Just to be sure, can you confirm that if the HH3 reports G.992.1 then the line is on ADSL max, or in other words G.992.1 is ADSL max and G.992.5 is ADSL2

 

Regards

 

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Distinguished Sage
Distinguished Sage
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Message 10 of 12

Re: New contract speed issue

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992.1 is adslmax and 992.3/993.5 is adsl2/2+

 

your stats are showing max speed connection for adslmax



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