No change after engineer visit

[acm_zzz]

Hi,

I have been using my Draytek 2862 router on my recently installed (end of September) Fibre 1 line which for a few weeks was a reasonably good sync speed in excess of 30Mbps, then after a morning of constant drops (there are lots of engineers in the area) the sync speed was seen to be reducing. After that there has been a series of overnight link drops which I assumed was the DLM profiling the link, however, in November my line appeared to be profiled (banded?) at a lower speed and will only sync at 25Mbps (or lower).

I have been in discussion with Draytek who made suggestions about different firmware as well as BT who sent an engineer (30th November) to assess the line. He determined that the line was clear and was capable of up to 38Mbps so was going to get the profile raised. He said the drops were being triggered at the remote end not by the NE router. CRC errors are very low.

Upon checking today I see nothing has improved and the sync speed is now lower (22.4Mbps) after a number of drops over the past 3 days. The downstream SNR margin appeared to reduced to 6dB over the past week, but today is back to 9dB. 

Stats from my router just now show the attainable rates are much higher than that being set:

And the exchange/cabinet info is:

Can someone please help with lifting the IP profile since the fault that I opened has been closed - saying I reported it was fixed (which I hadn't)?

Cheers!
Andy

[licquorice]

It is nothing to do with any IP profile, you have a line fault that the engineer didn't clear. Once the fault has been cleared and a DLM reset performed your speed will increase. Report the fault again.

[imjolly]

if your connection is still dropping out regularly as you describe then any DLM reset would be pointless as your speed would improve for couple of days then drop again as DLM takes action to stabilise your line

you need to get your line fixed and stop dropouts then get DLM reset by engineer

is there noise on quiet line test   dial 17070 option 2  should be silent and best with corded phone from test socket

[acm_zzz]

Thanks for the swift responses - the engineer did check the line when he visited (including quiet line - there is nothing there - no fizzes, pops or buzzes). Maybe I misunderstood what he told me, but he basically said that the line was good and could find no fault and should be on the higher IP profile.

The link stats I am getting reported from the Draytek aren't showing any NE CRC errors - or very few, 4 in the past 24 hours for example. 

If the line is fault free why is it being dropped by the remote end? It was rock solid for more than 10 days until Friday and it's dropped twice since then? 

Problem with calling BT is that I'll no doubt end up with the same checklist procedure requiring an engineer visit to reach a similar conclusion.

Cheers!
Andy

[imjolly]

as I said any DLM reset is pointless until your line is stable so you need another engineer visit

[pippincp]

I have an idea it was a useless Qube engineer not an Openreach one who visited. You need to ensure it is an Openreach engineer who will be sent out as they are they only ones who can repair any line fault and request a DLM reset.

[acm_zzz]

Nightmare!

Just spent the last 2 hours in discussion with tech and account support and found out a few things... my line sync speed is capped at 25Mbps... end of! Nothing BT can do to give me back the speed I had.

What happened was in September I was presented with an offer to switch to BT Fibre Essential at a discounted price (not Fibre 1 as I originally said, but read on). When I tried to set it up online it wasn't recognised, so I called and placed the order where I was told it would be set up with the offer price. The range was up to 35Mbps

When my bill came through in November it was at a higher price so I called to (re)explain the deal I had been offered in September and I was told it would be corrected. I then received an email with the new billing details and I failed to spot that it had been set up as Fibre 1 with a lower speed range of up to 25Mbps. I did however spot my speed drop the day after I received the email and called again about the lower speed, asking if it was capped as a result of the bill correction. I was told it wasn't and that set me off on my first foray with the tech team who sent a (Qube) engineer.

When I contacted the tech team earlier today I was eventually told that my package was limited to 25Mbps and they put me through to order team who just told me they couldn't offer me a higher speed. So they put me back to the tech team who checked the line and are also saying the higher speed is not available - despite me having the higher speed until I queried my bill.

How is this possible? Fibre 1 at a lower speed than Fibre Essential? And another two hours wasted wondering what I have to do. I can see on the BT broadband checker that 38.1Mbps is (theoretically) possible and the Draytek (and BT Hub) saying a higher sync speed is attainable.

Bit disgruntled right now - if I hadn't queried the bill I would still be on the original Fibre Essential package but paying a little bit more - which I can't now get, crazy! I should have stuck with rock solid ADSL 🤔

Cheers!
Andy

[imjolly]

Looking at the stats you posted the max attainable connection speed  is 29.5mb and this figure is not affected by the FTTC package you choose.  So looks the best you can get even though DSLCHECKER shows max speed range is 38mb

[DanielS]

Hi @acm_zzz,

I am so sorry to see the problems with your speed.

For essential, Fibre 1 or 2, we don't have a set profile of 25 Mbps to ask for. That speed would need to have been set by our supplier providing that's the best that your line can support.

 I think that it would be best if my team looks into this for you. I'm sending you a private message with some information that I need. It will take us a few working days to pick this up for you but we will do everything within our power to help you.

Thanks
DanielS

[acm_zzz]

Thanks, interestingly I do see max attainable speed vary throughout the day, so you are probably right. I think I was averaging low 30s before the 'package change', but it has been higher.

I also have a Sky line for general family use and that is consistently sat at 39+Mbps for the whole time we've had it.

I've sent Daniel the info requested... let's see 🙂

Cheers!
Andy