Download Sync Speed always now 11.40Mbps

[charlespw]

Hello,

Usually my download speed is 50+ Mbps. I had to unplug my router about a couple of weeks ago and despite several resets and following the usual advice, the download sync spped is always 11.40Mbps and the upload sync speed is always 12.00Mpbs.

I've also tried an old router and the sync speeds are exactly the same.

What is the best method of trying to get this resolved or does anyone have other suggestions?

Many Thanks.

[imjolly · Accepted solution]

From your post it would appear that your original unplugging the router maybe more than just once has resulted in DLM taking action trying to stabilise your connection and your many resets trying to get speed back have the very opposite effect and just make it worse.  Normally this corrects itself if the router is left connected 24/7 but may take few weeks.

You can try phoning CS 03301234150 and asking for DLM reset but I think the CS rep won't know what a DLM reset is unless you get referred to technical dept

[charlespw]

I logged it as a fault as when running the diagnostic check a problem was identified. 'Outside of your premises' or similar wording and that an engineer would need to visit.

 A few hours later the fault tracking site had an update headed 'Engineer Home Visit Update'. I never saw anyone so I've no idea what they did.

Apparently my connection is now 'working well' after BT ran more tests. It can take up to 24 hours for my connection to return to normal. I'll leave it overnight and reboot the router tomorrow.

I'm finding this all a bit confusing, particularly the 'Engineer Visit' aspect.

Is this normal?

[imjolly]

I would avoid rebooting router as that does not help in banded profile.  Just wait and see if BT fix it

[charlespw]

Thanks. You seem to know what you are talking about! I've no idea what a 'banded profile' is.

Daft question, how would I know when any changes they have made have been

effective? 

[iniltous]

FTTC broadband working , but significantly ‘slower’ than normal is often a partial ‘disconnection’ of the copper pair close to the customer property,

I recently had a similar issue , normal sync speed 80Mb , getting around 35-40,  using the  on line  testing tools on my connection identified a problem away from the property and automatically reported the fault to Openreach

I had noticed the day before an engineer working in the ‘cabinet’ around 100M away , although the fault report didn’t say to be home as the fault was external, the engineer did visit  , set up his testing gear and left for the ‘cabinet’ ..his own local testing putting the issue at 100M , the approximate distance to the  cabinet , he soon returned, partial disconnect fixed in the cabinet.

In layman’s terms the other tech recently working on a line adjacent to mine in the cabinet  had accidentally disturbed my connection ( my copper pair of wires had only  1 wire connected  the second wire of the pair disconnected) hence the slow speed .

In my case there was no need to visit me , (the tech just preferred that approach)  the repair could have been done without visiting the property, I dare say your issue is similar, not seeing the tech that fixes your line isn’t unusual if the fault doesn’t actually need a visit to your home .

If your issue has been fixed the speed should recover to normal .

[charlespw]

Many thanks to @iniltous and @imjolly for your contributions.

The matter seems resolved. I was listening to radio on my amazon device this morning and it stopped at about 7.30am. Not unusual as it does it often as it is quite a way from the router. I checked the staus of my connection a bit later and found it is synced at 62Mbps/12Mbps (D/U). The router had rebooted at about 7.35am so this seems like a reboot that has been initiated by BT.

Fingers crossed, back to normality.

[imjolly]

@charlespw 

just for information

https://community.plus.net/t5/Library/FTTC-DLM-What-it-is-How-it-works/ba-p/1322799