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nomad2k3
Aspiring Expert
786 Views
Message 1 of 75

Why are you slowing down my connection?

So a few months ago on this very forum I complained about super slow speeds on my service, of around >.5 mb/s

 

This was resolved eventually and was put down to a fault at the local exchange.

 

last month I decided to cancel my subscription as £26 a month I felt  was too much for the service I was getting.

I was offered a reduction to £15 a month with the same service I had previously.

 

I enquired about this and was told I would get the "exact same service", thankfully I record all my phone calls made to companys so I have it on record.

 

However it seems since I started to pay the lower price, I also have been given a lesser service.

 

My usual speeds of 6mb/s have now been reduced to around 3mb/s

 

from 550-600kb/s to 250 kb/s

 

I have called customer service about this and they state "that is the maximum speed you can get"

 

I have the on voice record, I also have around 3 different recordings from several months ago stating I was getting 6mb/s from various BT employees.

 

I can no longer stream HD content as I could for the past several years, even SD content from youtube now buffers.

 

Trust me when I say I went with BT because it is the fastest service around although I now hear XXXXX are quicker, but BT locked me into a new contract and then gave me a lesser service.

 

To add insult to injury BT keep sending me leaflets about BT Vision HD lol.

 

Bt speed tester results

 Download speedachieved during the test was - 3.08 Mbps
 For your connection, the acceptable range of speeds is 1.2 Mbps-4 Mbps.
 IP Profile for your line is - 3.5 Mbps

-------------------------------

Upload speed achieved during the test was - 0.3Mbps
 Additional Information:
 Upstream Rate IP profile on your line is - 0.45 Mbps

 

 

 

ADSL line status

Connection Information

Line state    Connected
Connection time    3 days, 02:13:20
Downstream    3,968 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)    14.6 dB / 27.0 dB
Line attenuation (Down/Up)    45.5 dB / 26.5 dB
Output power (Down/Up)    6.0 dBm / 1.9 dBm
Loss of Framing (Local/Remote)    0 / 0
Loss of Signal (Local/Remote)    0 / 0
Loss of Power (Local/Remote)    0 / 0
FEC Errors (Down/Up)    18755 / 77
CRC Errors (Down/Up)    17871 / 32
HEC Errors (Down/Up)    28890 / 26
Error Seconds (Local/Remote)    4859 / 56

 

 

Why is my service being restricted?

 

 

 

 

 

0 Ratings
74 REPLIES 74
Distinguished Sage
780 Views
Message 2 of 75

Re: Why are you slowing down my connection?

hi your speed has been reduced because your noise margin has increased due to your hub disconnecting your service is not being restricted due to a lower cost
I suggest you contact the forum mods they should be able to reset your noise margin reset for you this is a link to them http://bt.custhelp.com/app/contact_email/c/4951


They normally reply by email or phone directly to you within 3 working days they will take personal ownership of your problem until resolved and will keep you informed of progress


They are a UK based BT specialist team who have a good record at getting problems solved


This is a customer to customer self help forum the only BT presence here are the forum moderators
0 Ratings
Guru
779 Views
Message 3 of 75

Re: Why are you slowing down my connection?

Looking at the errors on your line, I would say you could maybe expect another drop in IP Profile. There is also a lot of noise which will decrease the speed of your line.

If this helped you please click the Star beside my name.

If this answered your question please click "Mark as Accepted Solution" below.
0 Ratings
Guru
777 Views
Message 4 of 75

Re: Why are you slowing down my connection?

It's not being restricted either manually ... or on purpose.

 

It's actually restricted because the connection is running a 14.6db noise margin.

 

Which infers you have either, line noise, impulse noise at home, or you've been resetting it too much.

0 Ratings
nomad2k3
Aspiring Expert
766 Views
Message 5 of 75

Re: Why are you slowing down my connection?

So how exactly do I get them to fix this? My router is connected directly to the master socket in my house.

 

It was not that long ago, a technician came out and tested my line and said it was fine, altthough he did change a small box that is fitted to the line.

 

Also AFAIK BT are responsible for the line upto the master socket?


thanks for the replies.

 

0 Ratings
Guru
760 Views
Message 6 of 75

Re: Why are you slowing down my connection?

Firstly you have to determine is it ... you? .... or "them". 🙂 go read http://forumhelp.dyndns.info/speed/first_steps.html
0 Ratings
nomad2k3
Aspiring Expert
756 Views
Message 7 of 75

Re: Why are you slowing down my connection?

Ok let me run those tests.

Im not sure about the noise crackling one, I dont actually have a house phone to plug in, I only use a mobile we got sick of those cold calls lol.

 

 

0 Ratings
nomad2k3
Aspiring Expert
751 Views
Message 8 of 75

Re: Why are you slowing down my connection?

Ok so I asked a neighbor for a phone and there seems to be no crackling or hissing on the line.

The master socket is like the one pictured in the help link, I.E. it has a line across the top third of the socket.

Connection Information

Line state    Connected
Connection time    0 days, 00:05:44
Downstream    5,856 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)    6.2 dB / 27.0 dB
Line attenuation (Down/Up)    45.5 dB / 26.5 dB
Output power (Down/Up)    9.0 dBm / 1.9 dBm
Loss of Framing (Local/Remote)    0 / 0
Loss of Signal (Local/Remote)    0 / 0
Loss of Power (Local/Remote)    0 / 0
FEC Errors (Down/Up)    25 / 0
CRC Errors (Down/Up)    4 / 0
HEC Errors (Down/Up)    66 / 0
Error Seconds (Local/Remote)    3 / 0

BT SPEEDTESTER RESULTS

Download speedachieved during the test was - 4.7 Mbps
 For your connection, the acceptable range of speeds is 2 Mbps-7.15 Mbps.
 IP Profile for your line is - 5.17 Mbps

Upload speed achieved during the test was - 0.32Mbps
 Additional Information:
 Upstream Rate IP profile on your line is - 0.45 Mbps



Ok when I was undoing the socket it seems my wife has plugged in a power  cable extension with one of those aroma electric therepy air fresheners into it, it was right by the socket and adsl filter, could this cause the noise?
 Man LOL

 

Its still not up to the usual speed, but its a bit better.

0 Ratings
nomad2k3
Aspiring Expert
740 Views
Message 9 of 75

Re: Why are you slowing down my connection?

ADSL line status

Connection Information

Line state    Connected
Connection time    0 days, 00:19:02
Downstream    5,856 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)    6.1 dB / 27.0 dB
Line attenuation (Down/Up)    45.5 dB / 26.5 dB
Output power (Down/Up)    9.0 dBm / 1.9 dBm
Loss of Framing (Local/Remote)    0 / 0
Loss of Signal (Local/Remote)    0 / 0
Loss of Power (Local/Remote)    0 / 0
FEC Errors (Down/Up)    91 / 0
CRC Errors (Down/Up)    20 / 0
HEC Errors (Down/Up)    222 / 1
Error Seconds (Local/Remote)    14 / 1

 

 

 

It seems I am still getting errors??

 

 

0 Ratings
nomad2k3
Aspiring Expert
726 Views
Message 10 of 75

Re: Why are you slowing down my connection?

Router just disconnected for no reason,

 

ADSL line status

Connection Information

Line state Connected
Connection time 0 days, 00:03:06
Downstream 3,968 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) 6.6 dB / 28.0 dB
Line attenuation (Down/Up) 45.4 dB / 26.5 dB
Output power (Down/Up) 6.2 dBm / 1.9 dBm
Loss of Framing (Local/Remote) 0 / 0
Loss of Signal (Local/Remote) 0 / 0
Loss of Power (Local/Remote) 0 / 0
FEC Errors (Down/Up) 147 / 0
CRC Errors (Down/Up) 52 / 0
HEC Errors (Down/Up) 25 / 0
Error Seconds (Local/Remote) 34 / 0

 

BT SPEEDTESTER RESULTS 

 

Download speedachieved during the test was - 2.78 Mbps
For your connection, the acceptable range of speeds is 1.2 Mbps-4 Mbps.
IP Profile for your line is - 3.5 Mbps

 

Upload speed achieved during the test was - 0.34Mbps
Additional Information:
Upstream Rate IP profile on your line is - 0.45 Mbps

 

 

 

Still connected to test socket, nothing plugged in near socket.

 

 

ADSL line status

Connection Information

Line state Connected
Connection time 0 days, 00:09:00
Downstream 3,968 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) 6.4 dB / 28.0 dB
Line attenuation (Down/Up) 45.4 dB / 26.5 dB
Output power (Down/Up) 6.2 dBm / 1.9 dBm
Loss of Framing (Local/Remote) 0 / 0
Loss of Signal (Local/Remote) 0 / 0
Loss of Power (Local/Remote) 0 / 0
FEC Errors (Down/Up) 607 / 1
CRC Errors (Down/Up) 103 / 0
HEC Errors (Down/Up) 81 / 0
Error Seconds (Local/Remote) 71 / 1

 

lots and lots of errors

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