getting 10% of my "stay fast guarantee" (6mbps instead of 60mbps)

[chopang]

I am with Fibre Halo 3 with a guaranteed speed of 60mbps until Aug 2023. 

For the last 3 months, I've been having intermittent connection problems and I reported the fault to a technician yesterday. 

The technician confirmed my speed was around 6mbps and got me on the phone for at least two hours. When I tested back the speed, it was back to 60-70mbps. 

Unfortunately, this problem I experienced another disconnection and the speed is back to 6mbps. 

I got an engineer booked for tomorrow, but pretty sure the problem is upstream. 

This is very frustrating

[imjolly]

if you are having problems with SH2 dropping internet connection probably a line problem and possibly noise but no point posting anymore info if you already have openreach coming tomorrow.  if problem persists after openreach visit then post back with SH2 connection stats

[chopang]

I've been looking at the SmartHub details and logs. Is there a way to "reset" the sync speed? or maybe force the router to re-negotiate the sync speed?

Connection status	Connected
Connection type	Fibre Broadband (VDSL)
Firmware version	v0.37.00.07084-BT (Fri Jul  8 11:29:23 2022)
Serial number	——
Downstream sync speed	7.7 Mbps
Upstream sync speed	5.9 Mbps
Network uptime	0 days 8 Hours 3 Mins 44 Secs
System uptime	0 days 8 Hours 7 Mins 57 Secs
Public Wi-fi status	Active

 

[licquorice]

You have a line fault, there is nothing you can do to fix it. Wait for the engineer.

[imjolly]

there is obviously a problem with such low speed  and such short connection time.  have you checked your phone line to make sure you have a dial tone and if so dial 17070 option 2  should be silent and best with corded phone.

resetting router will not bring your speed back

[chopang]

The Openreach engineer came home and the line was ok. Nevertheless, he changed the master socket and all his testing was fine. 

After connecting the router, the speed was around 70mbps but 1 hour later I experienced 2 disconnects and the speed is back to 6mbps. 

I am asking for a new router... not sure what else I could do.  

[chopang]

Further evidence, from the SmartHub logs:

12:02:54, 21 Oct. DSL Link Up: Down Rate=8774kbps, Up Rate=5489kbps; SNR Margin Down=6.3dB, Up=6.0dB

11:36:50, 21 Oct. DSL Link Up: Down Rate=70184kbps, Up Rate=20000kbps; SNR Margin Down=6.2dB, Up=9.9dB

11:22:49, 21 Oct. DSL Link Up: Down Rate=66998kbps, Up Rate=17000kbps; SNR Margin Down=9.2dB, Up=13.6dB

06:41:09, 21 Oct. DSL Link Up: Down Rate=7740kbps, Up Rate=5809kbps; SNR Margin Down=6.2dB, Up=6.0dB

07:39:35, 20 Oct. DSL Link Up: Down Rate=7726kbps, Up Rate=5921kbps; SNR Margin Down=6.3dB, Up=6.0dB

02:09:33, 20 Oct. DSL Link Up: Down Rate=73998kbps, Up Rate=19000kbps; SNR Margin Down=7.7dB, Up=11.8dB

17:51:40, 19 Oct. DSL Link Up: Down Rate=79999kbps, Up Rate=20000kbps; SNR Margin Down=6.2dB, Up=10.9dB

15:44:18, 19 Oct. DSL Link Up: Down Rate=79999kbps, Up Rate=20000kbps; SNR Margin Down=5.4dB, Up=10.9dB

09:24:31, 19 Oct. DSL Link Up: Down Rate=7536kbps, Up Rate=5779kbps; SNR Margin Down=6.3dB, Up=6.0dB

12:55:26, 17 Oct. DSL Link Up: Down Rate=8276kbps, Up Rate=5917kbps; SNR Margin Down=6.3dB, Up=6.0dB

08:25:54, 16 Oct. DSL Link Up: Down Rate=79999kbps, Up Rate=20000kbps; SNR Margin Down=6.2dB, Up=10.9dB

11:10:22, 14 Oct. DSL Link Up: Down Rate=79750kbps, Up Rate=20000kbps; SNR Margin Down=6.2dB, Up=10.9dB

07:08:06, 14 Oct. DSL Link Up: Down Rate=79999kbps, Up Rate=20000kbps; SNR Margin Down=6.2dB, Up=10.8dB

03:31:02, 14 Oct. DSL Link Up: Down Rate=79999kbps, Up Rate=20000kbps; SNR Margin Down=6.3dB, Up=10.8dB

07:01:03, 13 Oct. DSL Link Up: Down Rate=79999kbps, Up Rate=4999kbps; SNR Margin Down=6.2dB, Up=23.0dB

20:07:58, 12 Oct. DSL Link Up: Down Rate=68504kbps, Up Rate=4999kbps; SNR Margin Down=7.3dB, Up=22.7dB

01:56:42, 12 Oct. DSL Link Up: Down Rate=8609kbps, Up Rate=5000kbps; SNR Margin Down=5.8dB, Up=7.0dB

15:29:52, 11 Oct. DSL Link Up: Down Rate=10224kbps, Up Rate=5491kbps; SNR Margin Down=4.3dB, Up=6.0dB

15:13:53, 11 Oct. DSL Link Up: Down Rate=9917kbps, Up Rate=5196kbps; SNR Margin Down=4.4dB, Up=6.0dB

00:48:15, 11 Oct. DSL Link Up: Down Rate=79999kbps, Up Rate=20000kbps; SNR Margin Down=5.4dB, Up=11.4dB

14:16:01, 10 Oct. DSL Link Up: Down Rate=79999kbps, Up Rate=20000kbps; SNR Margin Down=5.3dB, Up=11.4dB

05:07:24, 09 Oct. DSL Link Up: Down Rate=79999kbps, Up Rate=20000kbps; SNR Margin Down=5.4dB, Up=11.3dB

16:50:56, 08 Oct. DSL Link Up: Down Rate=79999kbps, Up Rate=20000kbps; SNR Margin Down=5.4dB, Up=11.7dB

12:58:14, 08 Oct. DSL Link Up: Down Rate=79999kbps, Up Rate=20000kbps; SNR Margin Down=5.4dB, Up=11.7dB

12:49:04, 08 Oct. DSL Link Up: Down Rate=11118kbps, Up Rate=5573kbps; SNR Margin Down=3.4dB, Up=6.0dB

11:50:31, 08 Oct. DSL Link Up: Down Rate=10578kbps, Up Rate=5427kbps; SNR Margin Down=3.5dB, Up=6.0dB

00:28:13, 08 Oct. DSL Link Up: Down Rate=10864kbps, Up Rate=5296kbps; SNR Margin Down=3.4dB, Up=5.9dB

11:53:40, 07 Oct. DSL Link Up: Down Rate=79999kbps, Up Rate=20000kbps; SNR Margin Down=5.4dB, Up=11.7dB

10:57:00, 07 Oct. DSL Link Up: Down Rate=79999kbps, Up Rate=20000kbps; SNR Margin Down=5.4dB, Up=11.7dB

02:30:37, 07 Oct. DSL Link Up: Down Rate=79999kbps, Up Rate=20000kbps; SNR Margin Down=5.4dB, Up=11.6dB

21:48:30, 06 Oct. DSL Link Up: Down Rate=79999kbps, Up Rate=20000kbps; SNR Margin Down=6.0dB, Up=10.3dB

14:10:52, 06 Oct. DSL Link Up: Down Rate=14793kbps, Up Rate=4633kbps; SNR Margin Down=3.3dB, Up=6.0dB

12:26:55, 06 Oct. DSL Link Up: Down Rate=79999kbps, Up Rate=20000kbps; SNR Margin Down=6.0dB, Up=10.2dB

22:35:02, 05 Oct. DSL Link Up: Down Rate=79999kbps, Up Rate=20000kbps; SNR Margin Down=5.9dB, Up=10.2dB

21:33:23, 05 Oct. DSL Link Up: Down Rate=14927kbps, Up Rate=4584kbps; SNR Margin Down=3.3dB, Up=6.0dB

20:44:19, 05 Oct. DSL Link Up: Down Rate=79999kbps, Up Rate=20000kbps; SNR Margin Down=4.8dB, Up=10.8dB

20:32:45, 05 Oct. DSL Link Up: Down Rate=13485kbps, Up Rate=4815kbps; SNR Margin Down=3.3dB, Up=6.1dB

15:53:26, 05 Oct. DSL Link Up: Down Rate=79999kbps, Up Rate=20000kbps; SNR Margin Down=6.0dB, Up=10.2dB

07:28:29, 05 Oct. DSL Link Up: Down Rate=13211kbps, Up Rate=4698kbps; SNR Margin Down=3.6dB, Up=6.1dB

21:11:28, 29 Sep. DSL Link Up: Down Rate=79999kbps, Up Rate=20000kbps; SNR Margin Down=6.1dB, Up=10.6dB

20:03:03, 25 Sep. DSL Link Up: Down Rate=79999kbps, Up Rate=20000kbps; SNR Margin Down=6.0dB, Up=10.2dB

15:30:37, 20 Sep. DSL Link Up: Down Rate=79999kbps, Up Rate=20000kbps; SNR Margin Down=5.9dB, Up=10.3dB

16:38:53, 09 Sep. DSL Link Up: Down Rate=79999kbps, Up Rate=20000kbps; SNR Margin Down=6.0dB, Up=10.1dB

08:30:39, 08 Sep. DSL Link Up: Down Rate=79999kbps, Up Rate=20000kbps; SNR Margin Down=6.0dB, Up=10.0d

[licquorice]

You have an intermittent line fault, the engineer didn't fix it. If you have an nte5c with the clip on front plate, make sure it is securely clipped in place

[Keith_Beddoe]

@chopang 

If you have an NTE5C

Try connecting things up as shown here, and see if the disconnections stop.

[chopang · Accepted solution]

Got another disconnection today, reported the fault via text message and an OpenReach engineer came home 1 hour later. 

He tested the line up to the socket and it showed all was fine. 

He then tested the short phone cable from the socket to the router and bingo! 

He was kind enough to replace it and now speed is back to 70mbps