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jfgb
Aspiring Contributor
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Message 1 of 23

Slow speeds and disconnects

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Good evening all,

For the past few months our modem has been disconnecting several times a day (blinking orange light) and I've had the growing sense that speed is, though not always slow, very spikey and often slow. The most obvious symptoms are that video calls (e.g. Google Meet) often drop out mid-call even when sitting directly in front of the modem) and netflix/iplayer (from a device plugged directly into the modem) sometimes suddenly shifts to low-resultion. I've been sort of ignoring it and hoping it goes away, but it hasn't and it's time to get it fixed.

I had persistent disconnection issues a year or more ago and the phone support team were unable to resolve it for weeks, but the helpful people here rapidly got it sorted out, so I'm hoping the same is true again.

I ran the BT broadband troubleshooter: it reported an issue and ultimately concluded "We'll need you to get in touch - We may need to send an engineer". Obviously if I need an engineer to come out, then so be it, but would like to be sure that's really necessary first (it wasn't last time!)

On to the data...

The last speedtest I ran showed I was getting about 27Mbps.

HomeHub data:

clipboard_image_0.png

Broadband Checker:

clipboard_image_0.png

And here are WAN logs for this morning:

08:12:22, 03 Sep.(64315.480000) WAN operating mode is VDSL
08:12:22, 03 Sep.(64315.480000) Last WAN operating mode was VDSL
08:12:21, 03 Sep.(64314.000000) PPP IPCP Receive Configuration ACK
08:12:21, 03 Sep.(64313.990000) PPP IPCP Send Configuration Request
08:12:21, 03 Sep.(64313.990000) PPP IPCP Receive Configuration NAK
08:12:21, 03 Sep.(64313.980000) PPP IPCP Send Configuration ACK
08:12:21, 03 Sep.(64313.980000) PPP IPCP Receive Configuration Request
08:12:21, 03 Sep.(64313.980000) PPP IPCP Send Configuration Request
08:12:19, 03 Sep.(64312.710000) PPPoE is up -​ Down Rate=57363Kbps, Up Rate=16229Kbps; SNR Margin Down=12.8dB, Up=16.8dB
08:12:19, 03 Sep.(64312.700000) CHAP authentication successful
08:12:19, 03 Sep.(64312.630000) CHAP Receive Challenge
08:12:19, 03 Sep.(64312.630000) Starting CHAP authentication with peer
08:12:19, 03 Sep.(64312.620000) PPP LCP Receive Configuration ACK
08:12:19, 03 Sep.(64312.620000) PPP LCP Send Configuration Request
08:12:19, 03 Sep.(64312.620000) PPP LCP Receive Configuration Reject
08:12:19, 03 Sep.(64312.620000) PPP LCP Send Configuration ACK
08:12:19, 03 Sep.(64312.610000) PPP LCP Receive Configuration Request
08:12:19, 03 Sep.(64312.610000) PPP LCP Send Configuration Request
08:11:28, 03 Sep.(64261.770000) PTM over DSL is up
08:10:56, 03 Sep.(64229.420000) PTM over DSL is down after 11 minutes uptime
08:10:56, 03 Sep.(64229.410000) PPPoE is down after 10 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 2 -​ Down)]
08:10:52, 03 Sep.(64225.270000) PPP LCP Send Termination Request [User request]
08:00:31, 03 Sep.(63604.310000) WAN operating mode is VDSL
08:00:31, 03 Sep.(63604.310000) Last WAN operating mode was VDSL
08:00:29, 03 Sep.(63602.820000) PPP IPCP Receive Configuration ACK
08:00:29, 03 Sep.(63602.820000) PPP IPCP Send Configuration Request
08:00:29, 03 Sep.(63602.810000) PPP IPCP Receive Configuration NAK
08:00:29, 03 Sep.(63602.810000) PPP IPCP Send Configuration ACK
08:00:29, 03 Sep.(63602.800000) PPP IPCP Receive Configuration Request
08:00:29, 03 Sep.(63602.800000) PPP IPCP Send Configuration Request
08:00:28, 03 Sep.(63601.530000) PPPoE is up -​ Down Rate=31143Kbps, Up Rate=16229Kbps; SNR Margin Down=9.0dB, Up=9.2dB
08:00:28, 03 Sep.(63601.510000) CHAP authentication successful
08:00:28, 03 Sep.(63601.480000) CHAP Receive Challenge
08:00:28, 03 Sep.(63601.480000) Starting CHAP authentication with peer
08:00:28, 03 Sep.(63601.470000) PPP LCP Receive Configuration ACK
08:00:28, 03 Sep.(63601.470000) PPP LCP Send Configuration Request
08:00:28, 03 Sep.(63601.470000) PPP LCP Receive Configuration Reject
08:00:28, 03 Sep.(63601.460000) PPP LCP Send Configuration ACK
08:00:28, 03 Sep.(63601.460000) PPP LCP Receive Configuration Request
08:00:28, 03 Sep.(63601.460000) PPP LCP Send Configuration Request
07:59:38, 03 Sep.(63551.250000) PTM over DSL is up
07:59:03, 03 Sep.(63516.170000) PTM over DSL is down after 0 minutes uptime
07:58:35, 03 Sep.(63488.130000) PTM over DSL is up
07:57:12, 03 Sep.(63405.220000) PTM over DSL is down after 4 minutes uptime
07:57:12, 03 Sep.(63405.220000) PPPoE is down after 3 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 2 -​ Down)]
07:57:08, 03 Sep.(63400.970000) PPP LCP Send Termination Request [User request]
07:53:27, 03 Sep.(63180.120000) WAN operating mode is VDSL
07:53:27, 03 Sep.(63180.120000) Last WAN operating mode was VDSL
07:53:25, 03 Sep.(63178.600000) PPP IPCP Receive Configuration ACK
07:53:25, 03 Sep.(63178.590000) PPP IPCP Send Configuration Request
07:53:25, 03 Sep.(63178.580000) PPP IPCP Receive Configuration NAK
07:53:25, 03 Sep.(63178.580000) PPP IPCP Send Configuration ACK
07:53:25, 03 Sep.(63178.580000) PPP IPCP Receive Configuration Request
07:53:25, 03 Sep.(63178.570000) PPP IPCP Send Configuration Request
07:53:24, 03 Sep.(63177.280000) PPPoE is up -​ Down Rate=29118Kbps, Up Rate=16227Kbps; SNR Margin Down=8.9dB, Up=4.6dB
07:53:24, 03 Sep.(63177.260000) CHAP authentication successful
07:53:24, 03 Sep.(63177.190000) CHAP Receive Challenge
07:53:24, 03 Sep.(63177.190000) Starting CHAP authentication with peer
07:53:24, 03 Sep.(63177.190000) PPP LCP Receive Configuration ACK
07:53:24, 03 Sep.(63177.190000) PPP LCP Send Configuration Request
07:53:24, 03 Sep.(63177.180000) PPP LCP Receive Configuration Reject
07:53:24, 03 Sep.(63177.180000) PPP LCP Send Configuration ACK
07:53:24, 03 Sep.(63177.180000) PPP LCP Receive Configuration Request
07:53:24, 03 Sep.(63177.180000) PPP LCP Send Configuration Request
07:52:33, 03 Sep.(63126.180000) PTM over DSL is up
07:52:01, 03 Sep.(63093.900000) PTM over DSL is down after 1050 minutes uptime
07:52:01, 03 Sep.(63093.900000) PPPoE is down after 1049 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 2 -​ Down)]
07:51:56, 03 Sep.(63089.710000) PPP LCP Send Termination Request [User request]

 

Let me know if you need any other information. My BT tells me that I have a fault open, presumably from the troubleshooter, but I just get a bouncing animated gif when I try to view it: 

clipboard_image_1.png

So hopefully one of the moderators can see the details of the check – frustrating that it doesn't give any while it's running.

Thanks!

Julian

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22 REPLIES 22
jfgb
Aspiring Contributor
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Message 2 of 23

Re: Slow speeds and disconnects

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Ping?

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Keith_Beddoe
Distinguished Sage
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Message 3 of 23

Re: Slow speeds and disconnects

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Is there any noise on your phone calls? Dial 17070 and select option 2, there should be no noise between the announcements.

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jfgb
Aspiring Contributor
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Message 4 of 23

Re: Slow speeds and disconnects

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No, all quiet. Also, for what it's worth, I only have a master socket (no internal wiring or extensions anywhere else in the house).

 

Julian

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imjolly
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Message 5 of 23

Re: Slow speeds and disconnects

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Have you tried using the test socket with a filter to eliminate faceplate and also new rj11 cable from filter to hub?



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jfgb
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Message 6 of 23

Re: Slow speeds and disconnects

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I have not, but I'll see if I can find my filters and give it a shot. Given the problem's a bit intermittent, is there an easy way to quickly tell if it's making any difference? Run the broadband troubleshooter again?

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jfgb
Aspiring Contributor
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Message 7 of 23

Re: Slow speeds and disconnects

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Ok, so I found a filter and cable yesterday and have plugged in directly to the master test socket.

Coincidentally, according to the modem WAN logs, there didn't seem to have been any disconnections in the previous few days. Prior to swapping over, though, I did run a speed speed test / diagnostic through the BT broadband troubleshooter and it still reported that speeds were slower than they should be: I ran it a couple of times and got speeds between 35 and 45 Mb/s; not terrible, but well below the minimum guaranteed speed of 64 Mb/s I was given when renewing my contract (estimate was 69–80 Mb/s).

I've now had the filter/test socket solution in place for 24 hours – just ran another test and got 46 Mb/s.

I notice the WAN logs from the last reboot say 

20:33:07, 11 Sep.( 133.060000) PPPoE is up -​ Down Rate=52512Kbps, Up Rate=14339Kbps; SNR Margin Down=14.3dB, Up=16.2dB

 

Is that suspiciously similar Down Rate responsible for the lower performance? Am I being throttled down and if so, how long do I need to wait for that to come off so I can see if this setup has improved things?

Thanks,

Julian

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imjolly
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Message 8 of 23

Re: Slow speeds and disconnects

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You need to leave connection in test socket and see if that fixes your stability.  Your previous instability is the reason for your higher noise margin and lower connection speed

the speeds shown on the dslchecker are connection speeds not download speed. No ISP guarantees download speed 



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jfgb
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Message 9 of 23

Re: Slow speeds and disconnects

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Thanks imjolly. you didn't explicitly answer my questions, though, and I'm trying to understand so I'll try to reiterate.

First, it you're sounds like you're implying that, yes, the rates in the modem logs are going to be the upper bound on my speeds? And  these lower rates are a response to previous connectivity issues? Is that right?

If that's the case, how long will I need to wait for those restrictions to come off? Or, inversely, at what point do I know that since they haven't come off I haven't fixed the problem?

Second, I'm not clear how the distinction you're trying to make between download and connection speeds is relevant here. I used to work as a network administrator, so I understand the difference between bandwidth and throughput, and clearly an ISP can't guarantee speeds between any particular nodes, but that isn't what's at issue here. (The guaranteed rate and estimates are from my order confirmation email when I last renewed my contract)

The BT Broadband diagnostic tool suggests that it's measuring the speed to the modem (though of course it may be just dumbing things down... It gives no technical details so I can't judge what it's up to) and the tool said there's a problem with my speeds, which per my original message, is what led me to post in the first place. Going back to the same tool is the only measurable way I can think to test whether things have improved. If there's a better, less opaque way, I would love to know!

Thanks,

Julian

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pippincp
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Message 10 of 23

Re: Slow speeds and disconnects

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The disconnects you were suffering from have caused DLM to take action to stabalise your connection. Providing your connection is now stable you connection speed should rise to near max data rate as shown by the hub connection stats.

How ong it will take for that to happen is not an exact science, it can be anywhere from several days to several weeks.