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Rockets
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Message 1 of 55

Sudden drop BBand speed on contract extension date

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Summary: Broadband speed has suddenly dropped from many months at consistently 14 Mbps to now a degraded 8 Mbps.

The drop occurred simultaneous with contract extension turn on  even though I had stipulated that I wanted the exact same service, thus no hardware, software or setting changes. 

Obviously, BT retention’s did not comply because now I am now stuck with a degraded service (at an increase cost!)

More details of the facts and my frustrated exchanges with BT are reported below.

Quick Question to this community:

A) Could BT have reset / reduced my Broadband from ADSL2+ to ADSL???

 - have read other blog entries here, where 14 to 8 Mbps drops occurred for users switched off of ADSL2+

B) How can I confirm / ensure that my settings have not been alterred and remained at ADSL2+

Thanks,

Rocket

 

 

More Details:

Agreed Contract to extend same great standard broadband service, requested No change in system or hardware, as I did not want to risk ANY disruptions to an already good service - 14Mbps consistently logged for many months.

All agreed last 30Aug with BT Retentions Office (BT Ext. 150). Was promised all details were being updated within ~24 hours to ensure continuation of great service for another year.
Surprise, Surprise! Suddenly broadband service drops significantly and simultaneous with the exact time of contract extension.
Extremely upset that after Years of consistent 14Mbps speed now down to 8Mbps.  Exactly opposite of what I requested (to retain exact same service, settings, etc...).
in addition, I am being charged £120 per year more than a nebw BT customer.
 
i phoned BT to report this BT issue.
 
lot’s of finger pointing between BT retention’s and tech.
 
Result is that they insist an engineer must come and inspect.
 
i am an engineer, I I find this ludicrous.
Nothing was changed but the renewal.
I see numerous other posts like this.
 
 

 

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Rockets
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Message 2 of 55

Re: Sudden drop BBand speed on contract extension date

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Adding my details from Broadband checker, also note that I remain on BT Hub 4 (no changes)AB32432F-68A9-4BD4-B9E9-2E2C0539D196.jpeg

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Message 3 of 55

Re: Sudden drop BBand speed on contract extension date

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Can you post stats from hh4

it is possible that someone has made a mistake and you are on adslmax hopefully stats will help clarify



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Rockets
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Message 4 of 55

Re: Sudden drop BBand speed on contract extension date

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Here is HH4 data I retrieved.  Need anything else?  If so, please advise steps for retrieving. 

ADSL Line Status
Connection Information
Line state:Connected
Connection time:0 days, 21:41:10
Downstream:10.71 Mbps
Upstream:1.147 Mbps
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Message 5 of 55

Re: Sudden drop BBand speed on contract extension date

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From stats posted you are on adsl2/2+ 

Connection time is only 21hrs so can you go to the logs and WAN and look back the 21/22hrs and should find 2 lines with the connection speed but also the noise margin. Can you post both lines as I suspect noise margin is higher than normal 6db which will give scope for faster down speed



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Rockets
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Message 6 of 55

Re: Sudden drop BBand speed on contract extension date

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Hi, Still extremely frustrated by sudden drop in BBand speed Simultaneous with contract renewal for continued/same service at a higher cost.

Sorry I could not respond earlier, as the broadband dropped out entirely last evening!

As described earlier,

REKAP

a)  I saw a Drop from a steady 14 to a steady 8 Mbps precisely when the renewal went into effect; no other changes to system ...just an extension of contract (awfully suspicious that a setting was inadvertently changed?! Perhaps ADSL2+ changed to ADSLmax? how do I know?)

b) Monday a.m. I notified BT who were adamant nothing was changed on their end and it had to be on my end (impossible, as I am an engineer, no one else lives here, nothing changed, but the contract! I wasn’t born yesterday!)

They followed their script of checks, then concluded lines needed checking & to send an engineer out the next morning (Tues am) and of course, warned that it would cost me. ( all due to a renewal of contract!!)

New status:

c) Tues early am, I was pleased, as speed was surprisingly (but only TEMPORARILY) back to a steady 14 Mbps.  BT engineer Phoned me, did nearby check of lines and found no fault outside. I said “performance seems to be back, concluding his or someone’s checks must have fixed things, no further tests needed.  Performance great again and steady, as I did Speedtest checks at 14Mbps all morning/early afternoon.

d) late Afternoon Tuesday, went from a nice steady 14Mbps  to a slightly slower performance (10 to 11) then a slight interruption at ~6 pm followed by a complete DROPOUT/no broadband in evening at ~8:30.  At some point it came back on, followed by reversion back to the deteriorated steady 8Mbps speed, which now seems to be a constant!

AGAIN all of this was merely a contract renewal, NOTHING touched on this end.

Any suggestions? 

Seems like somebody has capped my service down to this slower 8Mbps.

 

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Message 7 of 55

Re: Sudden drop BBand speed on contract extension date

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Can you find the 2 lines together in the logs then WAN should show connection speed and noise margin

the low speed could easily be due to the number if connection drops as seems unlikely back to adslmax from what you posted previously



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Rockets
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Message 8 of 55

Re: Sudden drop BBand speed on contract extension date

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Finally found the WAN logs:

( 118.940000) PPP IPCP Send Configuration Request
21:10:40, 04 Sep.( 118.940000) WAN operating mode is DSL
21:10:40, 04 Sep.( 118.940000) Last WAN operating mode was DSL
21:10:38, 04 Sep.( 117.170000) PPPoA is up -​ VPI: 0, VCI:38
21:10:38, 04 Sep.( 117.160000) CHAP authentication successful
21:10:36, 04 Sep.( 115.610000) CHAP Receive Challenge
21:10:35, 04 Sep.( 114.160000) Starting CHAP authentication with peer
21:10:35, 04 Sep.( 114.160000) PPP LCP Send Configuration ACK
21:10:35, 04 Sep.( 114.160000) PPP LCP Receive Configuration Request
21:10:33, 04 Sep.( 112.800000) PPP LCP Receive Configuration ACK
21:10:32, 04 Sep.( 111.650000) PPP LCP Send Configuration Request
21:10:32, 04 Sep.( 111.650000) PPP LCP Receive Configuration Reject
21:10:31, 04 Sep.( 110.510000) PPP LCP Send Configuration Request
21:10:27, 04 Sep.( 106.290000) ETHoA is up -​ VPI: 0, VCI:35
21:10:27, 04 Sep.( 106.290000) DSL is up
21:10:26, 04 Sep.( 104.940000) DSL noise margin: 6.00 dB upstream, 6.00 dB downstream
21:10:25, 04 Sep.( 104.120000) DSL line rate: 1147 Kbps upstream, 10709 Kbps downstream
21:09:16, 04 Sep.( 35.150000) WAN Auto-​sensing running.
21:08:07, 04 Sep.(44639.650000) PPPoA is down after 0 minutes uptime [Reconnecting...]
21:08:07, 04 Sep.(44639.580000) PPP IPCP Send Configuration Request
21:08:04, 04 Sep.(44636.580000) PPP IPCP Send Configuration Request
21:08:04, 04 Sep.(44636.580000) PPP IPCP Receive Configuration NAK
21:08:03, 04 Sep.(44635.880000) PPP IPCP Send Configuration ACK
21:08:03, 04 Sep.(44635.880000) PPP IPCP Receive Configuration Request
21:08:01, 04 Sep.(44633.540000) PPP IPCP Send Configuration Request
21:08:01, 04 Sep.(44633.540000) WAN operating mode is DSL
21:08:01, 04 Sep.(44633.540000) Last WAN operating mode was DSL
21:07:59, 04 Sep.(44631.650000) PPPoA is up -​ VPI: 0, VCI:38
21:07:59, 04 Sep.(44631.640000) CHAP authentication successful
21:07:59, 04 Sep.(44631.590000) CHAP Receive Challenge
21:07:59, 04 Sep.(44631.580000) Starting CHAP authentication with peer
21:07:59, 04 Sep.(44631.580000) PPP LCP Send Configuration ACK
21:07:59, 04 Sep.(44631.580000) PPP LCP Receive Configuration Request
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Message 9 of 55

Re: Sudden drop BBand speed on contract extension date

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Last reset looks like yesterday with 10mb down and 1.1mb up speed and noise margin at 6db



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Rockets
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Message 10 of 55

Re: Sudden drop BBand speed on contract extension date

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Sad, given that my rate was back to the good and steady 14 Mbps speed early yesterday morning.

Does this mean that someone reset it (presumably when my internet went down at last evening?)

Now it’s down to a slower 8 Mbps on my Speedtest again.

 

how do we get it back to yesterday’s 14?

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