Very Low Speed After Reconnection

[ctrob67]

Hi,

We suffered a complete loss of service for 19 days due to a high-resistance fault under the road.

The fault was fixed on Thursday but the service is only running about 3.5Mbps down and 800kbps up.

Prior to the fault we were running at around 44M down and 9Mbps up.

I spoke with the engineers at the time and they said everything was fixed but it might take a while to get back to normal.

I got a text from BT saying to call them if there was still a problem, so I called and was told that it takes a while to get back to normal.

I was phoned about the fault later and the agent agreed to keep the fault open and to call back on Monday to check that the service has been restored by then.

The line speed has remained stable at 3.5/0.8 since service has been restored  and other advice suggests this is way outside normal training behaviour.  Other advice is conflicting, eg un plug for several hours to force a proper reset versus any drop in sync making the problem worse.  The MODEM was connected while the service was restored so it's possible it had a very poor line for a while.  The noise on the phone line is low now compared with the audio level and how it was just before the line failed.

I got the report from the broadband checker and it suggests VDSL 35-49 up/6.2-8.5 up but that the observed is VDSL 3.79 up/0.79 down (31/3/23). We are well below the hand-back threshold at 30.

Any ideas about the best course of action?  I am thinking of disconnecting now over night as it can't get any worse!

Could the cabinet equipment be misconfigured or stuck in a bad state?

Thanks,
Chris

[imjolly]

 please can you post the stats from your router (if hub enter 192.168.1.254 in your browser) and if  HH5 then go to troubleshooting then helpdesk and if HH6/SH2 then advanced settings then technical log information . 

Have you tried the quiet line test? - dial 17070 option 2 - should hear nothing - best done with a corded phone. if cordless phone you may hear a 'dull hum' which is normal

enter your phone number and post results  remember to delete number   https://www.broadbandchecker.btwholesale.com/#/ADSL

speeds look more like older adsl speeds than vdsl 

you could try a factory reset by pressing the recessed button on back and holding 20/30 secs until hub lights flash

Someone may then be able to offer help/assistance/suggestions to your problem

[ctrob67]

I am still using the original Openreach MODEM.  I have a Linksys mesh system connected to this.  Everything was working fine prior to to damage to the line in the street.  At this point I don't know how to get the line stats at my end.  I could dig out a HH5 and try that.

I have posted the relevant stats from that webpage for my line (VDSL 35-49 up/6.2-8.5 up; observed is VDSL 3.79 up/0.79 down (31/3/23)) but I have the  printout and can redact that for you .

The quiet line test sounds ok to me.  The noise is much the same, even if the phone is disconnected from the socket.

[ctrob67]

[ctrob67]

I've got my also old HH5 out and the log is very interesting.

SNR Margin Down is 27.6dB, which suggests to me it's not a line fault or an issue at my end.  I get the same rates with either device.  It also confirms VDSL.

10:12:46, 01 Apr.	( 146.950000) WAN operating mode is VDSL
10:12:46, 01 Apr.	( 146.950000) Last WAN operating mode was VDSL
10:12:45, 01 Apr.	( 145.790000) PPP IPCP Receive Configuration ACK
10:12:45, 01 Apr.	( 145.670000) PPP IPCP Send Configuration Request
10:12:45, 01 Apr.	( 145.660000) PPP IPCP Receive Configuration NAK
10:12:45, 01 Apr.	( 145.660000) PPP IPCP Send Configuration ACK
10:12:45, 01 Apr.	( 145.660000) PPP IPCP Receive Configuration Request
10:12:44, 01 Apr.	( 145.450000) PPP IPCP Send Configuration Request
10:12:43, 01 Apr.	( 144.470000) PPPoE is up -​ Down Rate=3630Kbps, Up Rate=723Kbps; SNR Margin Down=27.6dB, Up=23.4dB
10:12:43, 01 Apr.	( 144.460000) CHAP authentication successful
10:12:43, 01 Apr.	( 144.340000) CHAP Receive Challenge
10:12:43, 01 Apr.	( 144.340000) Starting CHAP authentication with peer
10:12:43, 01 Apr.	( 144.340000) PPP LCP Receive Configuration ACK
10:12:43, 01 Apr.	( 144.220000) PPP LCP Send Configuration Request
10:12:43, 01 Apr.	( 144.220000) PPP LCP Receive Configuration Reject
10:12:43, 01 Apr.	( 144.090000) PPP LCP Send Configuration ACK
10:12:43, 01 Apr.	( 144.090000) PPP LCP Receive Configuration Request
10:12:43, 01 Apr.	( 144.090000) PPP LCP Send Configuration Request
10:11:51, 01 Apr.	( 91.780000) PTM over DSL is up
10:11:00, 01 Apr.	( 41.340000) WAN Auto-​sensing running.

[iniltous]

As already requested,
please can you post the stats from your router (if hub enter 192.168.1.254 in your browser) and if HH5 then go to troubleshooting then helpdesk
The info you have posted isn’t really of any use , you want the items such as the noise margins, max attainable speed etc,  post the entire screen shot.

If it transpires that you are on a banded profile, ( due to the nature of the fault )  , once the fault is cleared it can take quite a while for the banding to be removed and return to your pre  fault performance , as you have an open dialogue with BT , if the underlying issue is resolved, you could request they arrange a DLM ‘reset’ , 

[ctrob67]

Product name:	BT Home Hub
2. Serial number:	+068342+NQ52607750
3. Firmware version:	Software version 4.7.5.1.83.8.264 (Type A) Last updated 11/02/19
4. Board version:	BT Hub 5A
5. DSL uptime:	0 days, 00:21:49
6. Data rate:	723 / 3630
7. Maximum data rate:	8480 / 37433
8. Noise margin:	23.3 / 27.6
9. Line attenuation:	33.8 / 23.9
10. Signal attenuation:	22.9 / 21.7
11. Data sent/received:	2.6 MB / 11.7 MB
12. Broadband username:	bthomehub@btbroadband.com
13. BT Wi-fi:	Yes
14. 2.4 GHz Wireless network/SSID:	BTHub5-9Q8R
15. 2.4 GHz Wireless connections:	Enabled (802.11 b/g/n (up to 144 Mb/s))
16. 2.4 GHz Wireless security:	WPA2
17. 2.4 GHz Wireless channel:	Automatic (Smart Wireless)
18. 5 GHz Wireless network/SSID:	BTHub5-9Q8R
19. 5 GHz Wireless connections:	Enabled (802.11 a/n/ac (up to 1300 Mb/s))
20. 5 GHz Wireless security:	WPA2
21. 5 GHz Wireless channel:	Automatic (Smart Wireless)
22. Firewall:	Default
23. MAC Address:	a0:1b:29:5a:07:f6
24. Modulation:	G.993.2 Annex B
25. Software variant:	AA
26. Boot loader:	1.0.0

[imjolly]

@iniltous 

says using modem so all stats will be in modem

have you tried factory reset of router and also turning modem off and back on again

[ctrob67]

For clarity, I have replaced the MODEM with a HH5 and posted the stats from that.

Looks like it's operating at less than 10% of what it should be.

Does this mean it's banded?

Is this something that can be removed manually?

[iniltous]

Your up time is only 21 minutes, if you allow some time for DLM ( dynamic line management ) to intervene, the noise margins may reduce and the data rate increase , if it appears ‘stuck’ then chances are a manual intervention by BT to reset your profile may be needed, it’s preferable to leave your HH5 connected during this time .