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johnboyjoe
Contributor
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Message 1 of 54

connection keeps dropping and bandwidth problem.

over the last couple of weeks i've noticed my router dropping its connection, it usually drops for a minute or 2 then it comes back on.

 

i use a 10M extension cable from the main socket, which leads upstairs to the router, my PC is in my bedroom and i prefer to have an ethernet connection, anyways i've using this setup for the last hmmm 10 years or so with no major problems, my usual bandwidth is 8mb dpwnalod with a 0.5mb upload.

 

i phoned support the other day, i've had to this before in the past and seems nothing has changed, same old script, an indian call centre speaking to someone with no techincal knowledge. also whats with the levels? level 1 reports to level 2 who don't really do anything else that level 1 doesn't apart from passing the problem on to the network team, really no point in having a level 2 IMO.

 

anyways my cable is now connected to the test socket and my connection is still dropping, and my bandwidth has also decreased even more, it's currently sitting at 2mb download and 0.1mb upload.

 

i'm begining to get a little frustrated awaiting a call from the network team as its now about 24hrs since my level 2 phonecall, that's 48 hours since i reported the problem and things have only gotten worse.

 

as u can probably guess i'm not a happy customer at the moment and want soemthing done about this ASAP.

 

and something else don't u think its about time u started to open these offers u have for new customers for loyal customers that have been with u for a long time? like myself i've been using BT as my ISP for well over 10 years probably nearer 15 years yet i recieve nothing for this?

 

but new customers get they're connection free for the 1st 6 months?

 

if this problem is not sorted out soon i can seriously see my finally moving ISP because i've had enough of over paying for so little bandwidth even when its working well its still well over priced IMO

 

really is a shame that we don't have cable access in the small town i live in.

 

thx for taking the tme to read, any advice is more than welcome.

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Distinguished Sage
Distinguished Sage
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Message 2 of 54

Re: connection keeps dropping and bandwidth problem.



in order for the forum members to help please can you post the adsl stats from your router may need to 'show detail' to get all stats (if hub enter 192.168.1.254 in your browser and navigate to adsl or use a-z, if netgear enter 192.168.0.1) and run  btspeedtester  (MAC users may have problems). when first test completes then run diagnostic test and post the results .


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

 

to improve your conenction have you tried using a screened modem cable from your filter in master socket to your hub as telephone extension cables are know to cause problems especially the flat type

 

belkin shielded rj11_.jpg

you can also get a good deal on renewal  if you phone the options team   when was last time you renewed your contract?


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

 

 

 

test socket.jpg



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Distinguished Sage
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Message 3 of 54

Re: connection keeps dropping and bandwidth problem.

you can always call customer options on 0800 800 030 and renegotiate your contract this should result in paying less than you are now
johnboyjoe
Contributor
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Message 4 of 54

Re: connection keeps dropping and bandwidth problem.

thx for the replies.

 

i am connected to the one and only/master phone socket in the house via the test socket as suggested by level 1 support.

 

i have ran the diagnostic test, the results are below:

 

 Download speedachieved during the test was - 2.21 Mbps
 For your connection, the acceptable range of speeds is 0.6 Mbps-7.15 Mbps.
 Additional Information:
 Your DSL Connection Rate :2.46 Mbps(DOWN-STREAM), 0.22 Mbps(UP-STREAM)
 IP Profile for your line is - 4.5 Mbps

 

i have also done the quiet line test and it seems to be fine.

 

thx for the advice regarding my contract, i shall contact them once this problem is sorted and if i decide not to change my ISP.

 

 

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Distinguished Sage
Distinguished Sage
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Message 5 of 54

Re: connection keeps dropping and bandwidth problem.

need the stats from your router please   btspeedtester results are odd as the profile is larger than your connection speed



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Distinguished Sage
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Message 6 of 54

Re: connection keeps dropping and bandwidth problem.

could you also post your adsl stats as there is something wrong with that speed test result as your IP is greater than your connection speed which is incorrect
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johnboyjoe
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Message 7 of 54

Re: connection keeps dropping and bandwidth problem.

the wifi was turned off and there is nothing on my PC running in the background that would affect the connection.

 

hmm its a bit strange that my profile says 4mb but the ADSL line status say otherwise?

 

ADSL line status
Connection Information
Line stateConnected
Connection time0 days, 01:59:17
Downstream2,464 Kbps
Upstream224 Kbps
 
ADSL Settings
VPI/VCI0/38
TypePPPoA
ModulationG.992.1 Annex A
Latency typeInterleaved
Noise margin (Down/Up)21.7 dB / 7.0 dB
Line attenuation (Down/Up)28.4 dB / 31.5 dB
Output power (Down/Up)3.9 dBm / 0.6 dBm
Loss of Framing (Local/Remote)0 / 0
Loss of Signal (Local/Remote)0 / 0
Loss of Power (Local/Remote)0 / 0
FEC Errors (Down/Up)15 / 139
CRC Errors (Down/Up)1 / 1
HEC Errors (Down/Up)0 / 0
Error Seconds (Local/Remote)1 / 1
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Distinguished Sage
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Message 8 of 54

Re: connection keeps dropping and bandwidth problem.

can you re run the speedtest again as will expect you to have a hub restart shortly to correct the IP Profile error
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johnboyjoe
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Message 9 of 54

Re: connection keeps dropping and bandwidth problem.

new results:

 

 Download speedachieved during the test was - 4.27 Mbps
 For your connection, the acceptable range of speeds is 0.6 Mbps-7.15 Mbps.
 Additional Information:
 Your DSL Connection Rate :5.95 Mbps(DOWN-STREAM), 0.26 Mbps(UP-STREAM)
 IP Profile for your line is - 4.5 Mbps

 

ADSL line status
Connection Information
Line stateConnected
Connection time0 days, 00:04:28
Downstream5,952 Kbps
Upstream256 Kbps
 
ADSL Settings
VPI/VCI0/38
TypePPPoA
ModulationG.992.1 Annex A
Latency typeInterleaved
Noise margin (Down/Up)8.7 dB / 7.0 dB
Line attenuation (Down/Up)27.4 dB / 31.5 dB
Output power (Down/Up)9.2 dBm / 0.6 dBm
Loss of Framing (Local/Remote)0 / 0
Loss of Signal (Local/Remote)0 / 0
Loss of Power (Local/Remote)0 / 0
FEC Errors (Down/Up)0 / 4
CRC Errors (Down/Up)1 / 0
HEC Errors (Down/Up)0 / 0
Error Seconds (Local/Remote)1 / 0

 

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Distinguished Sage
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Message 10 of 54

Re: connection keeps dropping and bandwidth problem.

thats better your restart has reduced your noise margin and your speed has increased to 5.9mb just need now to maintain that connection and your noise margin should drop again increasing your speed this may take several week to happen
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