Any Issues in Whitburn / North East Region

[#1]

Evening
After months of perfect service the bottom has dropped out of my d/l speed, any suggestions issues at present?
BT Wholesale test is
Download speed Mbps 0.38
Upload speed Mbps 0.25
Ping Latency (ms) 38.38
Cheers
Gist

[#2]

Hi,
Can you please gather and post all of the information requested in the "Speed Issues" thread at the top of this forum.  We can then take a look and advise further.

[#3]

I would have done but have had no internet connection till this eve -- any ideas

[#4]

Sounds like you might have a faulty phone line.
Have you got dial tone?
Is the line quiet?  Dial 17070 option 2.
If there are any problems there, then report a line fault to your phone provider, otherwise please post the information requested.

[#5]

Ok so back on again
BT W/sale   
0.37 Download (Mbps)
0.34 Upload (Mbps)
126.13 Ping Latency
Current line speed 3.8Mb 
Link Information
Uptime: 0 days, 2:41:41
DSL Type: G.992.5 annex A
Maximum Bandwidth (Up/Down) [kbps/kbps]: 1,016 / 7,592
Bandwidth (Up/Down) [kbps/kbps]: 1,007 / 2,264
Data Transferred (Sent/Received) [MB/GB]: 366.23 / 2.52
Output Power (Up/Down) [dBm]: 12.0 / 19.5
Line Attenuation (Up/Down) [dB]: 19.0 / 35.5
SN Margin (Up/Down) [dB]: 8.0 / 17.5
Vendor ID (Local/Remote): TMMB / IFTN
Loss of Framing (Local/Remote): 0 / 0
Loss of Signal (Local/Remote): 131,073 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): 0
Error Seconds (Local/Remote): 262,144 / 0
FEC Errors (Up/Down): 1,436 / 4,521
CRC Errors (Up/Down): 184 / 0
HEC Errors (Up/Down): 614 / 0
Currently trying to download a video getting download of 221 KB/s
hope this helps
Gist

[#6]

Your speeds are lower then expected and the line is disconnecting alot as shown below

Can you go through our troubleshooter here?
https://faults.plus.net

[#7]

Not at moment I have no connection at all.  Posting this via phone

[#8]

You can run the trouble-shooter from anywhere - it does not need to be performed "on" the service line.
Those stats look grim - the SNRM is highly elevated (18db?) and therefore your current synch speed is markedly reduced.  The Maximum attainable rate is also significantly below what one might expect on a line with the reported attenuation.

[#9]

Trouble shooter complete - results are recommending  an engineer -

[#10]

You've reported that the telephone line is noisy during the troubleshooter?
Just confirming the line is noisy as if it is we have to address that first as it'll be causing the connection issues

[#11]

Yeah, lots of crackling on line

[#12]

I don't want to state the obvious..
Did you hear crackling from the master socket test point with just a phone plugged in?
I had a duff microfilter and when phone only plugged in to test socket line was perfect.

[#13]

I've just replied to your fault ticket, when you get chance can you have a look and let us know that you've done the tests and what your availability for an engineer is?

[#14]

So I sourced two corded phones from work and carried out further tests as required - the crackling sound is evident when plugged into master socket (without a micro filter)
I've already completed the section on when an engineer can visit -- the afternoon slots 1300-1800 as I'm in the office mornings
You might want to reassess your procedure whereby you send email notifications to an user who has no internet rather than just telephoning the number that had already been provided
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