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Message 11 of 29

Re: Sloooooooow broadband

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Further to this. I jsut get a call from BT level 2, the call was arranged for 12 to 12.30 and they call at 14.50 but hey its the right day!

 

Anyway, she says that she wants me to plug my router direct into the test socket and leave it that way for 24 hours, losing me all my internal sockets and only having one connected at the router end.

 

Now that would be fine, but doing this disconnects my router, yes/no, and finally after 24 hours when I replace the faceplate etc my router gets disconnected again.

 

Surely this flies in the face of common sense, two more router disconnections in 24 hours????? 

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Message 12 of 29

Re: Sloooooooow broadband

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Sorry I still fail to see the logic of all this.

 

I note comments from all about router disconnections but there have only been router disconnections AFTER I started having the problem and only because of BT tests etc. Prior to that the previous disconnection must have been about a month ago when I installed a new UPS.

 

On Thursday I come into the office, I work from home, I switch on and immediately I receive large files by email as I do most days. No problems at all. Its as fast and immediate as its always been.

 

5 hours later when I return to the office, its snail mail and a test tells me it 0.11meg. 

 

Surely if the BT system needs to slow it down it wouldn't drop it from the usual 7meg to 0.1meg in one step would it?

 

John

 

 

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Message 13 of 29

Re: Sloooooooow broadband

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as I have posted you have a low IP Profile this is caused by hub restarts and disconnections you now need to maintain a stable connection for the next 3/5 days to allow your IP profile to rise automatically

I strongly suggest you now avoid the help line as they are now causing more problems on your connection can you then post back router stats and the diagnostic speed test then if further help is needed we can put you in touch with the forum moderators who are UK Based BT specialists who can do a manual reset but they must see at least 3 days stable connection first
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Message 14 of 29

Re: Sloooooooow broadband

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and to answer your problem yes multiple disconnection /random noise issues will drop the IP profile immediately
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Message 15 of 29

Re: Sloooooooow broadband

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Hello John46

 

Many thanks for the answers. 

 

I am sorry if perhaps I'm not as IT literate as others, my engineering skills are building services ie heating, ventilation air conditioning etc.

 

Yes I have just told BT that I am not prepared to unscrew my faceplace and plug into the test socket for 24 hours because of this. They weren't understanding shall we say.

 

Can I though ask you this?

 

1) On the first occasion when this happened BT technical help did indeed do some "manual reset" which did get things back and running. I did not disconnect my router prior to this so can you please shed some light on why the sudden drop in speed if as you say this would indicate router disconnections which I can safely say never occurred. Note that my router is supplied via an APC UPS along with my ReadyNas and two further backup drives.

 

2) If a manual reset can be done when the need to wait. Why not put the customer out of his misery and do it now? Afterall if there is a problem, external perhaps, surely it will show itself again. I fail to see any benefit in asking the customer to wait.......well I suppose being the customer I wouldn't would I?

 

Thanks

John

 

 

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Message 16 of 29

Re: Sloooooooow broadband

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you need to wait the 3/5 days as there is no point in resetting the profile if the connection is not stable as it will just drop back to the low level again within a few days a stable connection is the vital thing the only way you can be certain of no broadband disconnections is by monitoring the connection time of the router as a disconnection can happen at any time it is not a loss of power disconnection being referred to
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Message 17 of 29

Re: Sloooooooow broadband

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Hello John

 

Surely a power disconnection will cause a broadband disconnection because without power etc etc. They are surely inherently linked?

 

Is there anywhere I can check my stats for the number of disconnections rather than a parameter which reflects action taken as a result of supposed disconnections?

 

Thank you again

John

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Message 18 of 29

Re: Sloooooooow broadband

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yes a power disconnection can cause a restart of the hub just as a loss of broadband signal can cause a drop of connection

if you router shows connection time and a connection up time that wil show you how stable your connection is I cannot help you locate where in your router management pages where this data is as i do not use one
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Message 19 of 29

Re: Sloooooooow broadband

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Ok. I think I understand. I am extremely grateful for your time.

 

Would the stats below assist?

 

John

 

System Up Time 06:02:51
PortStatusTxPktsRxPktsCollisionsTx B/sRx B/sUp Time
WANPPPoA79529826890689238306:01:42
LAN1Link down317052256999098521069606:02:38
LAN2Link down
LAN3Link down
LAN4100M/Full
WLAN145M4564554330050168541060406:02:11
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Message 20 of 29

Re: Sloooooooow broadband

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yes they do they are just showing a 6 hour up time you need to keep an eye on the WAN time
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