Problems with Internet speeds

[imjolly]

llooks like phone phone connected so can you dial 17070 option 2 should be silent and best with corroded phone

[Lorna44]

We only seem to have problems with the kids xbox's. Sometimes the Sky connection to Internet drops out for a while, but don't notice anything else,

[imjolly]

Is sky box connection to the phone line and if so are you using a filter

[Lorna44]

Haven't got a corded phone, will see what I can do

[Lorna44]

Sky box is attached via WiFi disc. Will check on phone, I've only got a cordless. And it has a little static

[imjolly]

If no corded then use cordless and may get dull hum but should be no other noise

[Gary_C]

Worth just reviewing where you are

Your connection can work upto 21mbs but is working at 14mbs. The system works by sending out a spectrum of tones to get the data to your home and any noise on the line (crackles, clicks etc) will affect some of those tones. The system can learn to avoid the noise by winding back the speed by not using the affected tones to give a better margin between the noise and the signal.

Yours has done this and now has a big margin of 18db rather than 6db (i think for ADSL ?) which indicates that the noise is not there now, but has been. If the noise does not reoccur, the system will eventually increase the speed.

However, something has caused the noise and its possible it keeps reoccuring, if so the speed will remain where it is and might even cause disconnects and lagging.

Best way to deal with it is to phone BT and say you have noise on your telephone line, which if you can hear crackling/static is probable. Might be worth seeing if a neighbour has an old phone to test with.

[Lorna44]

Can't hear  much static, a little but not much. But I can't get hold of a corded phone

[Gary_C]

Thing is, if the speed doesn't improve back (not sure on the time, some sources say 48 hours, others 8 days) then it means the noise is present enough to affect the line so the system is keeping your speed at a point it knows you can get an ok connection.
From reading other posts, BT/Openreach seem to be better at responding to telephone problems than broadband problems (!) so if you can hear noise then report it, but with a cordless phone its hard to be certain its not the phone rather than the line.

Not sure what to suggest next, hopefully others will be along to help out soon 🙂

EDIT - just noticed in your wholesale checker report, the column with the 'downstream range' I 'think' is what Openreach are saying you can expect so your well outside that indicating a fault (on VDSL its easier as it specifically says 'handback threshold')

Can one of the experts help, is being outside the 'downstream range' for ADSL enough to require action ?

[imjolly]

any static on your line is not good and can cause problems.  however as you appear to have a stable connection for 8+ days now then I suggest you reset hub (NOT factory reset) and  then repost hub stats.  if speed and noise margin just the same , as this is adsl2 and not vdsl  I will ask mods to see if they will reset your noise margin back to 6db which will bring speed back up.