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Beginner
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Message 1 of 9

Speed drop from 2MB/s to 30kb - please help

 

Hello 😃

 

I have been a BT customer for as long as I remember and seldom had any problem with your services. Today however, our household ground to a halt due to unusable internet speeds of 10kb/s and a top speed of 33 kb/s later this evening.  Normally we have speeds in excess of 300-400 kb/s, even at peak times ! My guess is that there is a faulty line somewhere, so I would kindly ask you to investigate this for me. I live in St Cleer, a village next to Liskeard, Cornwall. Any further details you need please let me know. Below is a list of tests I carried out myself. 


Please note that I checked a computer connected via Ethernet, a laptop connected via wifi and another mac by Ethernet all with the same end result. I run a NOD32 security system and I ran several spyware programs which returned no problems. As of the time I post this the speed is still dreadfully slow.

ADSL line status

Connection information

Line state

Connected

Connection time

0 days, 3:34:51

Downstream

544 Kbps

Upstream

448 Kbps

ADSL settings

VPI/VCI

0/38

Type

PPPoA

Modulation

ITU-T G.992.1

Latency type

Interleaved

Noise margin (Down/Up)

12.9 dB / 18.0 dB

Line attenuation (Down/Up)

57.0 dB / 31.5 dB

Output power (Down/Up)

12.6 dBm / 12.1 dBm

Loss of Framing (Local)

0

Loss of Signal (Local)

0

Loss of Power (Local)

0

FEC Errors (Down/Up)

204022 / 0

CRC Errors (Down/Up)

83 / N/A

HEC Errors (Down/Up)

N/A / 0

Error Seconds (Local)

82


 

 

Test1 comprises of Best Effort Test: -provides background information.

 

Download  Speed

 

200 Kbps

 

 

 

 

0 Kbps

500 Kbps
Max Achievable Speed

 

 Download speedachieved during the test was - 200 Kbps
 For your connection, the acceptable range of speeds is 50-500 Kbps.
 Additional Information:
 Your DSL Connection Rate :544 Kbps(DOWN-STREAM), 448 Kbps(UP-STREAM)
 IP Profile for your line is - 350 Kbps

 

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Distinguished Sage
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Message 2 of 9

Re: Speed drop from 2MB/s to 30kb - please help

Hi welcome to the forum
This is a customer to customer self help forum the only Bt precence here are the forum moderators
I would suggest rechecking you speed tomorrow and posting back the results the speed test you have posted currently shows a correct ip profile for your connection speed and the download speed is within the operating limits
There was a regional problem in the south west that may have affected your service it may be worth power cycling your router to do this power itdown for 30 minutes then restart it and see if that clears any problems
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Beginner
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Message 3 of 9

Re: Speed drop from 2MB/s to 30kb - please help

I have done what you suggested with no luck.


Re-tested alld day today, unplugged the router for several hours and checked the power supply. I also phoned BT up and they said there IS a fault on the line but the chap i spoke with couldn't tell me for sure when a technicial would be sent out to fix this problem.

 

I work from home and i depend on a working connection, could someone pelase tell me when this problem in the Liskeard - Cornwall area will be resolved.

 

 

Thank you

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Distinguished Sage
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Message 4 of 9

Re: Speed drop from 2MB/s to 30kb - please help

hi there has been a major service outage in the UK today and there was a major service problem yesterday in Newquay affecting most of the south-west
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Distinguished Sage
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Message 5 of 9

Re: Speed drop from 2MB/s to 30kb - please help

this link explains today problem http://www.bbc.co.uk/news/technology-15154020
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Beginner
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Message 6 of 9

Re: Speed drop from 2MB/s to 30kb - please help

Hello, I would like to give you another update.

 

The situation has NOT changed since Sunday. I have been on the phone with BT and was told that a technician would contact me today. I kept waiting and it didnt happen and after being put through to India after another 45 minute wait i was told that a technician would contact me on MONDAY.

 

I am disgusted with the service provided via the phone with the so called 'customer service'. I have lost a week's worth of work whilst i i was told that the issue would be solved soon repeatedly.

 

 

Could someone please please tell me what's going on and why my speed is stuck at 20-30 kb/s? I can't get any help from the people on the BT customer helpine, just keep getting lied to.

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Distinguished Sage
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Message 7 of 9

Re: Speed drop from 2MB/s to 30kb - please help

Hi as your problem is still on going i suggest you contact the Forum Mods they are UK based BT specialists http://bt.custhelp.com/app/contact_email/c/4951
they normally reply by email or phone directly to you within 72 hours

They are a UK based specialist team who have a good record at getting problems solved
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Beginner
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Message 8 of 9

Re: Speed drop from 2MB/s to 30kb - please help

Just wanted to post my newest iprofile as of 06/10/2011, it's now at the lowest speed i ever recorded since this all started.

 

ADSL line status

Connection information
Line stateConnected
Connection time0 days, 2:54:38
Downstream256 Kbps
Upstream448 Kbps

ADSL settings

VPI/VCI0/38
TypePPPoA
ModulationITU-T G.992.1
Latency typeInterleaved
Noise margin (Down/Up)11.9 dB / 18.0 dB
Line attenuation (Down/Up)58.0 dB / 31.5 dB
Output power (Down/Up)14.0 dBm / 12.1 dBm

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Distinguished Sage
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Message 9 of 9

Re: Speed drop from 2MB/s to 30kb - please help

Hi as I posted earlier you need to contact the forum mods
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