ridiculous speed and service

[hande]

thank you for your reply john but this will still mean it could be wednesday before they even reply to me which would mean 5 days without an internet connection working properly which is very annoying and also highly inconvenient and also in my eyes a breach of contract.

 A company the size of bt with the profits they make should provide a lot better customer service than this, i work in the retail industry and if we had customer care and support like this we would go out of business and the company i am with is a lot smaller than bt.

also if changing to interleaving could help sort this issue then why can't, what is "supposed" to be, tech support solve it on the phone or on the online chat system they have.

[john46]

the mods have access to all areas of BT and can get interleaving turned on quickly whereas the help line would have to order it taking longer and some times it gets lost in the system the mod team also take personal ownership of problems until they are resolved they are a UK based team of specialists a few of the team work over weekends so there is a chance you could be contacted over the weekend it depends what level of emails they have in the queue as all mails are dealt with strictly in turn

[hande]

Broadband still not right as it is only running between 1.5 mbs and 2.5 mbs when it used to be 7 mbs. looking at the hub details all that has been done is that bt have turned up the noise margin therefore decreasing speed but covering up any faults in the line and not actually fixing them.

Also after doing some checking i only live 1900 meters from the exchange so my downstream line attenuation of 46 seems high and should be closer to 26 which is what my upstream attenuation is so is there any way that my downstream attenuation can be changed to increase my speed as at the moment it looks like my speed is being throttled. Hub stats below.

Line state:	Connected
Connection time:	1 day, 15:13:29
Downstream:	4,411 Kbps
Upstream:	1,115 Kbps

ADSL settings

VPI/VCI:	0/38
Type:	PPPoA
Modulation:	G.992.5 Annex A
Latency type:	Fast
Noise margin (Down/Up):	13.0 dB / 5.4 dB
Line attenuation (Down/Up):	46.0 dB / 26.0 dB
Output power (Down/Up):	0.0 dBm / 12.8 dBm
FEC Events (Down/Up):	0 / 0
CRC Events (Down/Up):	2763218 / 102

Loss of Framing (Local/Remote):	0 / 0
Loss of Signal (Local/Remote):	0 / 0
Loss of Power (Local/Remote):	0 / 0
Loss of Link (Remote):	0
HEC Errors (Down/Up):	9751777 / 116
Error Seconds (Local/Remote):	0 / 74

[imjolly]

your line is obviously not running the shortest distance to the exchange and  with your current attenuation you are about 3.3km line length from the exchange but should still be able to get about 6.5/7mb connection speed

currently your stats show conenction speed of 4.4mb but with a higher than normal noise margin of 13db.  your high noise margin is probably due to noise on your line as shown by high number of crc/hec errors which also be causing slow download speeds.  you speed is not being throttled but the noise on your line is causing you a problem

[hande]

then i have to ask why line attenuation for upstream is 26 which equates to about the 1.9 km from the exchange

[imjolly]

it's your downstream attenuation which gives approximate line length  eg  mine current up is 23.8db but I am 47db down and I am about same as you from exchange 3.3/3.4km

[hande]

ok thanks for that just wanted to check to make sure it was correct

[john46]

no problems as i posted just let the mods get involved they will get things resolved for you

[hande]

i sent them a message yesterday so waiting to hear from them now

[hande]

in case mods check this thread just did a speed test and came back with these results i don't understand why it is saying max speed for my line is 4 mbs and also why my ip profile is 3.5 mbs as i have been getting 7 mbs +/- 300 kbs since last november which i can get the proof of from speedtest.net as use them quite often to keep a check on speeds.

1. Best Effort Test: -provides background information.

	Download  Speed
	3.25 Mbps

0 Mbps

4 Mbps Max Achievable Speed

Download speedachieved during the test was - 3.25 Mbps For your connection, the acceptable range of speeds is 1.2 Mbps-4 Mbps. IP Profile for your line is - 3.5 Mbps

2. Upstream Test: -provides background information.

	Upload Speed
	0.9 Mbps

0 Mbps

0.83 Mbps Max Achievable Speed

Upload speed achieved during the test was - 0.9Mbps Additional Information: Upstream Rate IP profile on your line is - 0.83 Mbps