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Aspiring Contributor
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Message 1 of 6

Help Please! Infuriating recurring connection speed loss after line drop.

I have an infuriating recurring drop in connection speed issue.

 

I live in a rural property and the connection suffers at least one issue per year that needs an engineer visit mainly due to overhead cabling faults etc.

 

When I signed up with BT about 10 years ago I was oferred a guaranteed speed of 1mb. Over the years the speed has improved and over the last 3 years when I don’t have any issues the download speed as tested on the BT speed tester is around 3.2mb which although not ideal does allow us to stream.

 

The problem I have is when I have a line fault (connection drops) it then resynchs at a lower speed (currently at 1.8mb) without improving and I have to spend ages on the phone to BT customer services trying to convince them that there must still be a fault on the line somewhere.

 

The first response after going through the standard questionaire is:

“Well we only guaranteed you 1mb so 1.8mb is acceptable”

 

I’m then threatened with:

 

“I’m happy to send out an engineer but if there is no fault you’re looking at a £130 charge”

 

At first I wouldn’t risk it and eventually the line would completely die after which an engineer would find the fault and hey presto the line would be back at 3.2mb.

 

The last time I opted to call the engineer out. He was very helpful and although he couldn’t initially find a fault he said he would test all sections of the line back to the exchange for me and hey presto the line was back up at 3.2mb again.

BTW as tested at the master socket the engineer said it was synching at 4mb.

 

He said he simply remade all the connections at the cabinets.

 

So here I am again running at about 1.8mb which is no use for streaming and I don’t want to spend ages on the phone again trying to convice the customer services agent that there must still be a fault on my line so I’m looking for help here please..

 

Here are the stats

 

Connection information

Line state:

Connected

Connection time:

0 day, 00:54:22

Downstream:

1,888 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):

9.1 dB / 14.0 dB

Line attenuation (Down/Up):

58.5 dB / 31.5 dB

Output power (Down/Up):

16.7 dBm / 12.6 dBm

FEC Events (Down/Up):

6770 / 39

CRC Events (Down/Up):

2906 / 28

 

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):

4076 / 20

Error Seconds (Local/Remote):

0 / 0

 

More Details

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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5 REPLIES 5
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Distinguished Sage
Distinguished Sage
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Message 2 of 6

Re: Help Please! Infuriating recurring connection speed loss after line drop.

Why have you only been connected for 54 minutes, have you been restarting or disconnecting your home hub, as that will cause a reduction in speed?

 

Also read this post

https://community.bt.com/t5/ADSL-Copper-Broadband-Speed/How-to-speed-up-return-to-normal-ADSL-speeds...

 

Is there any noise on your phone calls? Dial 17070 and select option 2, there should be no noise between the announcements.

 

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Aspiring Contributor
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Message 3 of 6

Re: Help Please! Infuriating recurring connection speed loss after line drop.


@Keith_Beddoe wrote:

Why have you only been connected for 54 minutes, have you been restarting or disconnecting your home hub, as that will cause a reduction in speed?

 

Also read this post

https://community.bt.com/t5/ADSL-Copper-Broadband-Speed/How-to-speed-up-return-to-normal-ADSL-speeds...

 

Is there any noise on your phone calls? Dial 17070 and select option 2, there should be no noise between the announcements.

 


I restarted my hub because the BT customer services agent told me to!

I did the noise test and it's clear.

I will wait for 10 days of continuous service and then come back if there's no improvement.

Thanks for your help.

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Aspiring Contributor
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Message 4 of 6

Re: Help Please! Infuriating recurring connection speed loss after line drop.

Hi

I'm back. No line speed improvement

 

ADSL Line Status


Connection information

 

Line state: Connected
Connection time: 14 days, 01:21:06
Downstream: 1,888 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): 9.4 dB / 14.0 dB
Line attenuation (Down/Up): 58.5 dB / 31.5 dB
Output power (Down/Up): 16.9 dBm / 12.6 dBm
FEC Events (Down/Up): 2911983 / 6163
CRC Events (Down/Up): 554951 / 4709


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): 557497 / 3700
Error Seconds (Local/Remote): 0 / 0

 

As I explained before about once a year I have a line drop followed by a significant loss in speed until I can convince a BT engineer to take a closer look at my line and "fix" it despite my well out of date contarct saying I'm only guaranteed 1mb.

 

The last time I had a similar problem and it was fixed I achieved speed up t 3.45Mb but generally on average ~ 3.15mb

which it maintained for many months.

 

Yes I'm sad enough to take screenshots of my speed tests as I'm contantly told by BT my line can't support those speeds.

 

Bt Speed Test 16 Sep 2016 10 45 a.m..jpg

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Distinguished Sage
Distinguished Sage
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Message 5 of 6

Re: Help Please! Infuriating recurring connection speed loss after line drop.

Make a single disconnection by removing the ADSL input to the home hub, wait about 30 seconds, and then reconnect it again, see if the connection speed increases.

 

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Aspiring Contributor
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Message 6 of 6

Re: Help Please! Infuriating recurring connection speed loss after line drop.

No Change

Bt Speed Test 10 Jan 2017 09 22 a.m..jpg

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