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Distinguished Sage
Distinguished Sage
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Message 11 of 20

Re: Poor Fibre connection

No central heating boiler switching off/on. Do you use  powerline adapters?



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Aspiring Contributor
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Message 12 of 20

Re: Poor Fibre connection

The powerline adapters have only been in for the past week - I replaced a wifi extender with them as I wondered if that was causing the connection to be poor.

I fully expect that the repair the first engineer did to the cables by the pole were only a small piece of the puzzle. There have been a lot of engineer visits to other houses in our street lately, so am wondering if perhaps the local cabling needs upgrading (our drop cable was OLD, engineer estimated 70's), so god knows how old the overhead cables are.

 

As we're below the minimum guaranteed speed now i'd without a doubt (given chance) jump ship to a different provider - however I don't think that's going to fix the issue. The issue seems to be with Openreach's side of things, which changing provider isn't going to fix.

If it doesn't get resolved soon i've considered being cheeky and asking for FTTP to be installed for free and monthly payments equivalent to what we're paying now - never going to happen though but would fix the problem!

Edit: Come to think of it, the router would have gone off multiple times a couple of days ago due to a domestic electrical problem - I've asked the tech chat to raise a dlm reset which they've requested, we'll see how it goes!

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Aspiring Contributor
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Message 13 of 20

Re: Poor Fibre connection

Trying to keep this to one thread, is why I keep reviving this one. 2 weeks on, and we're still getting dropouts. The router logs refer to "USER_DISCONNECT" at random times.

The router itself doesn't seem to be rebooting, however I came back to it today and it had an uptime of 6 days, with a connection uptime of 2 days, with an upload speed of 862kbps.

I rebooted the router, and it immediately resync'd at 8.5mb up.


I wonder if it's the router all along? I tried to replace it temporarily with my TalkTalk router, however they've locked that one down so much you can't do a lot with it (even changing the VDSL connection details).

How good are BT at sending replacement routers?

 

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Distinguished Sage
Distinguished Sage
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Message 14 of 20

Re: Poor Fibre connection

Phone 150 and find out 



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Aspiring Contributor
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Message 15 of 20

Re: Poor Fibre connection

Ran the troubleshooter again, advised to contact BT. This time live chat were able to deal with the issue.

They advised the troubleshooter diagnostics said an internal wiring issue was the problem, so could book an engineer. I asked if they could send a new router instead, as this is the only "internal wiring" left that hasn't been replaced. They agreed (FOC) and also reset the DLM again.

Our maximum data rate is now showing as 55/15mb but connection only at 799kbps up (with the connection still tanking when trying to download). 

Hopefully the new router will fix the issue, although i'm not holding out much hope now... FTTP would fix all the issues but not available yet!

 

Just for info - our router is a BT Hub 6a

Firmware version: SG4B1000E020
Firmware updated: 30-Mar-2020

Boot loader: 0.48.8-sec

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Sage
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Message 16 of 20

Re: Poor Fibre connection

You might get the replacement hub but not the DLM reset. Customer support can't do that as with ADSL. A DLM reset will only be performed at the request of an engineer after resolution of a fault, otherwise it is all automatic.

 

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Aspiring Contributor
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Message 17 of 20

Re: Poor Fibre connection


@pippincpwrote:

You might get the replacement hub but not the DLM reset. Customer support can't do that as with ADSL. A DLM reset will only be performed at the request of an engineer after resolution of a fault, otherwise it is all automatic.

 


Unless it's a coincidence (possible) - our DLM was reset previously when I requested it. Went from 700~kbps to full upload speed after rebooting the router after we had a power issue which meant the router repeatedly power cycled (now fixed). This time that does appear to be the case that they haven't reset the DLM (although they told me they would do, as they had me power cycle the router).

New router - Smart Hub 2. Within 24 hours it has disconnected twice.

 

10:48:17,	31	Jul.	WAN	connection	WAN2_INTERNET_PTM	connected
10:47:20,	31	Jul.	WAN	connection	WAN2_INTERNET_PTM	disconnected.[ERROR_NO_CARRIER]
01:31:34,	31	Jul.	WAN	connection	WAN2_INTERNET_PTM	connected
01:30:36,	31	Jul.	WAN	connection	WAN2_INTERNET_PTM	disconnected.[ERROR_NO_CARRIER]
11:19:32,	30	Jul.	WAN	connection	WAN2_INTERNET_PTM	connected

 

 

Upload speeds still at a meagre 700kbps up - note that oddly (whether or not this is because there is a fault), if you try uploading ANYTHING it will tank the download speed. 

(If I start a speed test then upload a 2mb file~ to Google Drive for instance, the ping goes sky high and download speed 1-2mbps).

 

 

Product code:Smart Hub 2
Serial number:xxxxxxxxx
Firmware version:v0.16.02.08304-BT
Firmware updated:unknown
Board version:R01
GUI version:1.56 15_02_2019
DSL uptime:0 days,05 Hours06 Mins24 Secs
Data rate:799 Kbps / 49 Mbps
Maximum data rate: 13.303 Mbps / 59.285 Mbps
Noise margin:19.7 / 8.6
Line attenuation:9.5 / 19.4
Signal attenuation:7.9 / 24.6
VLAN id:101
Upstream error control:Off
Downstream error control:Off
Data sent / received:106.3 MB Uploaded  / 2.6 GB Downloaded
Broadband username:bthomehub@btbroadband.com
BT Wi-fi:Activated
2.4 GHz wireless network name:BT-XXXXX
2.4 GHz wireless channel:Smart (Channel11)
5 GHz wireless network name:BT-XXXXX
5 GHz wireless channel:Smart (Channel36)
Wireless security:WPA2 (Recommended)
Wireless mode:Mode 1
Firewall:On
MAC address:4C:1B:86:XXXXXXXX
Software variant:-
Boot loader:0.1.7-BT (Thu Nov 30 09:45:22 2017)

 

A graphical representation of the tanking speed/connection when uploading anything - note when I started the upload after the latency test started, then when I stopped the upload and it came straight back. For those of you who play online FPS games, you'll understand my frustration!  https://testmy.net/latency?tID=9b41g884pg

 

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Aspiring Contributor
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Message 18 of 20

Re: Poor Fibre connection

Once again, engineer has visited, reset the profile/DLM and it was fine - until it disconnected. "ERROR_NO_CARRIER".

Now again at 799kbps although the maximum speeds are much improved.

Starting to wonder if it's a case of some faulty equipment in the exchange? Or overhead wire.

 

Starting to wear a little thin now - any kind of upload task tanks the download speed entirely and latency goes through the roof (>2 seconds!)

 

 

Product code:Smart Hub 2
Serial number
Firmware version:v0.17.01.12312-BT
Firmware updated:Fri Jul 31 17:57:39 2020
Board vrsion:R01
GUI version:1.56 15_02_2019
DSL uptime:0 days,05 Hours48 Mins48 Secs
Data rate:799 Kbps / 49 Mbps
Maximum data rate:16.260 Mbps / 67.319 Mbps
Noise margin:20.0 / 10.6
Line attenuation:8.3 / 17.8
Signal attenuation:6.6 / 22.8
VLAN id:101
Upstream error control:Off
Downstream error control:Off
Data sent / received:198.5 MB Uploaded  / 3.8 GB Downloaded
Broadband username:bthomehub@btbroadband.com
BT Wi-fi:Activated
2.4 GHz wireless network name:BT-XXXXXX
2.4 GHz wireless channel:Smart (Channel1)
5 GHz wireless network name:BT-XXXXXX
5 GHz wireless channel:Smart (Channel48)
Wireless security:WPA2 (Recommended)
Wireless mode:Mode 1
Firewall:On
MAC address:4C:1B:86:XXXXXXXX
Software variant:-
Boot loader:0.1.7-BT (Thu Nov 30 09:45:22 2017)

 

Time	Day	Month	Source	Message	Message	Message	Message	Message	Message	Message	Message	Message	Message
14:27:27,	3	Aug.	DSL	Link	Up:	Down	Rate=49000kbps,	Up	Rate=799kbps;	SNR	Margin	Down=10.6dB,	Up=23.5dB
02:20:49,	3	Aug.	DSL	Link	Up:	Down	Rate=49000kbps,	Up	Rate=799kbps;	SNR	Margin	Down=10.9dB,	Up=23.7dB
02:20:11,	3	Aug.	WAN	connection	WAN2_INTERNET_PTM	disconnected.[ERROR_NO_CARRIER]							
16:41:34,	2	Aug.	DSL	Link	Up:	Down	Rate=55000kbps,	Up	Rate=2384kbps;	SNR	Margin	Down=6.8dB,	Up=6.3dB
16:40:56,	2	Aug.	WAN	connection	WAN2_INTERNET_PTM	disconnected.[ERROR_NO_CARRIER]							
00:04:28,	2	Aug.	DSL	Link	Up:	Down	Rate=55000kbps,	Up	Rate=9997kbps;	SNR	Margin	Down=8.9dB,	Up=9.8dB
13:27:40,	1	Aug.	DSL	Link	Up:	Down	Rate=55000kbps,	Up	Rate=9997kbps;	SNR	Margin	Down=8.8dB,	Up=9.5dB
13:24:56,	1	Aug.	WAN	connection	WAN2_INTERNET_PTM	disconnected.[ERROR_NO_CARRIER]							
13:21:13,	1	Aug.	DSL	Link	Up:	Down	Rate=55000kbps,	Up	Rate=9997kbps;	SNR	Margin	Down=8.8dB,	Up=9.5dB
13:02:54,	1	Aug.	WAN	connection	WAN2_INTERNET_PTM	disconnected.[ERROR_NO_CARRIER]							
12:44:18,	1	Aug.	DSL	Link	Up:	Down	Rate=55000kbps,	Up	Rate=5535kbps;	SNR	Margin	Down=7.5dB,	Up=6.3dB
12:43:40,	1	Aug.	WAN	connection	WAN2_INTERNET_PTM	disconnected.[ERROR_NO_CARRIER]							
12:41:59,	1	Aug.	DSL	Link	Up:	Down	Rate=55000kbps,	Up	Rate=9997kbps;	SNR	Margin	Down=8.2dB,	Up=7.6dB
11:56:48,	1	Aug.	WAN	connection	WAN2_INTERNET_PTM	disconnected.[ERROR_NO_CARRIER]							
11:30:12,	1	Aug.	DSL	Link	Up:	Down	Rate=55000kbps,	Up	Rate=9997kbps;	SNR	Margin	Down=7.4dB,	Up=8.7dB
10:54:04,	1	Aug.	WAN	connection	WAN2_INTERNET_PTM	disconnected.[ERROR_NO_CARRIER]							
00:02:36,	1	Aug.	DSL	Link	Up:	Down	Rate=49000kbps,	Up	Rate=799kbps;	SNR	Margin	Down=9.5dB,	Up=23.0dB
17:55:26,	31	Jul.	DSL	Link	Up:	Down	Rate=49000kbps,	Up	Rate=799kbps;	SNR	Margin	Down=9.2dB,	Up=20.9dB
10:47:58,	31	Jul.	DSL	Link	Up:	Down	Rate=49000kbps,	Up	Rate=799kbps;	SNR	Margin	Down=8.8dB,	Up=19.8dB
10:47:20,	31	Jul.	WAN	connection	WAN2_INTERNET_PTM	disconnected.[ERROR_NO_CARRIER]							
01:31:15,	31	Jul.	DSL	Link	Up:	Down	Rate=49000kbps,	Up	Rate=799kbps;	SNR	Margin	Down=9.5dB,	Up=23.6dB
01:30:36,	31	Jul.	WAN	connection	WAN2_INTERNET_PTM	disconnected.[ERROR_NO_CARRIER]							
11:19:12,	30	Jul.	DSL	Link	Up:	Down	Rate=54999kbps,	Up	Rate=799kbps;	SNR	Margin	Down=6.4dB,	Up=17.9dB
00:04:12,	1	Oct.	DSL	Link	Up:	Down	Rate=672820kbps,	Up	Rate=172009kbps;	SNR	Margin	Down=7.9dB,	Up=8.5dB
00:03:43,	1	Oct.	WAN	connection	WAN2_INTERNET_PTM	disconnected.[ERROR_NO_CARRIER]							
00:03:25,	1	Oct.	DSL	Link	Up:	Down	Rate=96949kbps,	Up	Rate=45022kbps;	SNR	Margin	Down=2.9dB,	Up=6.0dB
00:02:31,	1	Oct.	WAN	connection	WAN2_INTERNET_PTM	disconnected.[ERROR_NO_CARRIER]							
00:02:03,	1	Oct.	WAN	connection	WAN2_INTERNET_PTM	disconnected.[ERROR_NO_CARRIER]							
00:00:44,	1	Oct.	DSL	Link	Up:	Down	Rate=681861kbps,	Up	Rate=171260kbps;	SNR	Margin	Down=7.3dB,	Up=8.1dB
00:02:31,	1	Oct.	WAN	connection	WAN2_INTERNET_PTM	disconnected.[ERROR_NO_CARRIER]							
00:01:18,	1	Oct.	DSL	Link	Up:	Down	Rate=696277kbps,	Up	Rate=169052kbps;	SNR	Margin	Down=8.1dB,	Up=7.9dB
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Distinguished Sage
Distinguished Sage
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Message 19 of 20

Re: Poor Fibre connection

Is your landline working with dial tone. If so is there any line noise - dial 17070 option 2 should be silent and best with corded phone 



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Aspiring Contributor
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Message 20 of 20

Re: Poor Fibre connection

Landline works fine - 3 engineers have visited and tested (all cracking guys).

All cabling from where the overhead cable meets the house, to the router, is new. The faceplate for the master socket has been replaced twice.

The first engineer found a small amount of damage at the wiring at the base of the pole?

The second engineer didn't really explain what he was finding test wise but replaced all the cabling from overhead wire to master socket incl socket (old).

The third engineer on testing said he couldn't really find anything on our line to the pole/box - that our line seemed much better than the neighbouring properties - but something was poorer from pole/box to another box/pole/exchange? He did mention splitting the circuit in two which made sense. 

Ultimately I know we're still in the 2 week period after a profile reset to allow it to settle, but the fact it's gone straight down makes me think we're back to square one...

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