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DavidK12
Contributor
2,647 Views
Message 1 of 85

Re: No solution because Openreach says there isn't a problem....

Hi there, I hope I'm posting in the correct place. I just wanted the opinions of the people on here regarding my somewhat minor issue (after reading the other posts).
I moved in to my house a year ago and have had 2.5 to 3.0 Mbps for the whole time until recently when the phone line became very noisy. The broadband continually dropped out whilst the noise was present, understandably.
Open Reach fixed the noise issue but since then, two weeks ago, the broadband speed has dropped. First of all to 0.5Mbps, but after a call to BT when he agreed it wasn't good enough and I needed and engineer to visit, it went up to 1.5Mbps and has remained constant at that speed.
Bearing in mind BT 'threatened' me with a bill for £129.99 if the issue was found to be no fault of the BT equipment, do you think I should go ahead with the engineers visit? After all, I am now only looking for another 1meg improvement (albeit 70-100%). I don't want to waste the engineers time or risk having to pay, so am wondering if I should cancel and put up with 1.5meg. What do you think?
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Distinguished Sage
Distinguished Sage
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Message 2 of 85

Re: No solution because Openreach says there isn't a problem....

I moved your post to avoid replies getting confused with the originator of the previous thread

 

in order for the forum members to help please can you post the adsl stats from your router you may need to 'show detail' to get all stats (if hub enter 192.168.1.254 in your browser and navigate to adsl or if HH4/5 then go to troubleshooting then logs and you are looking for 2 line together when hub last connected to internet and they will show your connection speed and noise margin or if netgear enter 192.168.0.1). Then run  btspeedtester  (MAC users may have problems). when first test completes then run diagnostic test and post the results ( do not reset the router).


are you connected directly via a filter to the NTE5 master or test socket or to somewhere else? Is the master the only phone socket in your home?

Have you tried the quiet line test? - dial 17070 option 2 - should hear nothing - best done with a corded phone. if cordless phone you may hear a 'dull hum' which is normal

Someone may then be able to offer help/assistance/suggestions to your problem

 

 

 

test socket.jpg



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DavidK12
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Message 3 of 85

Re: No solution because Openreach says there isn't a problem....

Thank you for putting my post in the right place! 🙂

ADSL stats:
ADSL Line Status
Connection information
Line state: Connected
Connection time: 2 days, 21:41:01
Downstream: 1,824 Kbps
Upstream: 448 Kbps

ADSL settings

VPI/VCI: 0/38
Type: PPPoA
Modulation: G.992.1 Annex A
Latency type: Interleaved
Noise margin (Down/Up): 12.3 dB / 11.0 dB
Line attenuation (Down/Up): 63.5 dB / 31.5 dB
Output power (Down/Up): 17.4 dBm / 12.6 dBm
FEC Events (Down/Up): 3897285 / 396
CRC Events (Down/Up): 1392 / 112
Loss of Framing (Local/Remote): 0 / 0
Loss of Signal (Local/Remote): 0 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): 0
HEC Errors (Down/Up): 5647 / 57
Error Seconds (Local/Remote): 0 / 0
Hide Details


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DavidK12
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Message 4 of 85

Re: No solution because Openreach says there isn't a problem....

I have to post a bit at a time as am using my iPad...
Can't run the BTSpeedtest on here - Apple...?!
When last ran in PC however, I got 0.5Mbps and have not run it since the speed improved to 1.5
There is only one BT socket in my house but it's not the one in you pic. Mine has just the basic face plate not two part. Filter plugged directly into it with home hub 3 and phone line connected.

Thank you for trying to help.

Edit: my wife just ran the test on her netbook.
DL 1.7 UL 0.13
'Unable to run further diagnostics as server timed out'
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DavidK12
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Message 5 of 85

Re: No solution because Openreach says there isn't a problem....

From the event log, this is what happened just after my call to BT on Thursday. I don't know what it means but it gave an immediate improvement in my speed:

15:22:39,24 July. CWMP:session completed successfully
15:22:37,24 July. CWMP:session start now, server:https://pbthdm.bt.mo, Event code:, 6 CONNECTION REQUEST
15:22:37,24 July. HTTP authentication success from 64.186.182.xxx
15:22:37,24 July. HTTP authentication Fail from 64.186.182.xxx
15:22:37,24 July. HTTP authentication Fail from 64.186.182.xxx
15:22:33,24 July. CWMP:session completed successfully
15:22:31,24 July. CWMP:session start now, server:https://pbthdm.bt.mo, Event code:, 2 PERIODIC
15:22:27,24 July. NTP synchronization success!
15:22:27,24 July. NTP synchronization start.
15:21:28,24 July. DHCP Lease expired: 192.168.1.79, 70:5A:B6:D2:F1:D2, Davids-netbook
15:21:28,24 July. DHCP Lease expired: 192.168.1.77, 84:85:06:48:02:07, TinaYougsiPhone
15:21:28,24 July. DHCP Lease expired: 192.168.1.75, 64:A7:69:B0:47:1D, android_8fef6504f5507409
15:21:28,24 July. DHCP Lease expired: 192.168.1.74, 00:11:D8:A9:B5:E9, your-52f45bf7ac
15:21:28,24 July. DHCP Lease expired: 192.168.1.70, E4:11:5B:5E:79:52, CLW7038
15:21:28,24 July. DHCP Lease expired: 192.168.1.69, 44:6D:57:36:9A:07, CLXP084
15:21:28,24 July. DHCP Lease expired: 192.168.1.68, 58:94:6B:EF:44:C0, LUKKLN2DK1TM1
15:21:28,24 July. DHCP Lease expired: 192.168.1.67, 04:46:65:85:62:C6, android-1dd3c9797e0933b
15:21:28,24 July. DHCP Lease expired: 192.168.1.72, F0:7B:CB:87:11:59, Davids-netbook
15:21:28,24 July. DHCP Lease expired: 192.168.1.64, A8:E3:EE:DE:A0:31, PS3
08:42:09,24 July. Possible PS or DA. src=218.77.79.43 DST=31.53.212.82 LEN=40 TOS=0x00 PREC=0x00 TTL=232 ID=54321 PROTO=TCP SPT=49094 DPT=3389 WINDOW=65535 RES=0x00 SYN URGP=0
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Distinguished Sage
Distinguished Sage
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Message 6 of 85

Re: No solution because Openreach says there isn't a problem....

Your noise margin is high as normal is about 6db and ax you virtually have 3 days connection time the mods will post a contact us link and help reset your noise margin wgivh will increase your speed. 



contact mods.jpg


After completing the email NOT PM then you join a queue of other customers waiting for mod help. The mods will get back to you in 3/5 working days either by phone or email



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Moderator
Moderator
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Message 7 of 85

Re: No solution because Openreach says there isn't a problem....

Hi DavidK12

 

Thanks for posting, I'm sorry to see you're having problems with your broadband speed. Please use the 'contact the mods' link in my forum profile to send in your details and we'll be happy to help. You can find the link by clicking on my username.

Thanks

Neil

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DavidK12
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Message 8 of 85

Re: No solution because Openreach says there isn't a problem....

I have to let BT know by text message by 3pm today if I wish to cancel tomorrow's engineers visit.
Will you really be able to fix my speed issue remotely?
If so, when will this happen - I don't want the engineer to get here and find the speed is back to normal. No doubt they would charge me the 129.99 for a wasted call out?!
Thanks
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Distinguished Sage
Distinguished Sage
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Message 9 of 85

Re: No solution because Openreach says there isn't a problem....

after sending the email yesterday you are in a queue of others waiting for mod help and it can take 3 working days for mods to contact you either by phone or email



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Distinguished Sage
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Message 10 of 85

Re: No solution because Openreach says there isn't a problem....

yes the reset can be done remotely
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