Gradually Falling Broadband Speed - BT Engineer no show. Ticket 89172413
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Gradually Falling Broadband Speed - BT Engineer no show. Ticket 89172413
02-08-2014 11:37 AM
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I signed up for fibre to cabinet broadband as soon as came available to me, perhaps a couple of years ago now.
To start with everything was fine, after the initial ten day period I was getting around 12Mbps, this over a period of time fell to 10Mbps. I am still happy with that as we are a little bit out in the wilds.
Recently my broadband speed has begun a steady bit inexorable decline. I raised a ticket with plusnet (#89172413 ) last weekend when my download speed was at 7.5Mbps. By this morning it has fallen to 7.1Mbps. Line profile is set at 7.6Mbps.
PlusNet booked an engineers visit for yesterday afternoon - he never showed up.
The village was fibred up as part of the government rural broadband scheme - unfortunately they terminated the fibre some distance from the village, which doesn't help things.
However, I have had in the past a broadband service I was happy with. I now have a service I am dissatisfied with.
Any advice on what I can do to improve matters would be appreciated.
This is the information I have from my ticket - not too sure what it all means;
WP Product: WBC FTTC Annex A, Standard Stability
WP Profile: 7600
WP Package: Extra Fibre
Ellacoya: Service_Offer_58
Exchange - HOLMFIRTH is a sub of MILNSBRIDGE
SVLAN - No issues on 9 VPs.
TAGS - Downstream: 13600, Upstream: 800
WLR - PASS
Test Outcome Fail
Test Outcome Code GTC_FTTC_SERVICE_1603
Description Downstream Line rate changed by 25% or more in the analysis period. Continue submitting trouble report.
Main Fault Location DT
Sync Status In Sync
Downstream Speed 7.9 Mbps
Upstream Speed 0.5 Mbps
Appointment Required N
Fault Target Fix Time null
Fault Report Advised Y
NTE Power Status PowerOn
Voice Line Test Result Pass
Bridge Tap Not Detected
Radio Frequency Ingress Not Detected
Repetitive Electrical Impulse Noise Not Detected
Cross Talk Not Detected
Profile Name 3.9M-7.9M Downstream, Interleaving High - 0.128M-0.8M Upstream, Interleaving Off
Time Stamp 2014-07-21T06:30:00
Attribute: DownStream-BE UpStream-BE
TAP ID: TAP-1 TAP-1
Test ID: 1406712878 1406712879
Start Date/Time: 30-07-2014 10:33:22 30-07-2014 10:33:35
Test Duration: PT12.496S PT12.246S
User Name: xxxxxx
Domain Name: plusdsl.net plusdsl.net
Policy Type: BestEffort BestEffort
Policy ID: FTTC FTTC
Profile Rate: 7638 2000
Test File Size: 11001494 280425
File Transfer Average Throughput/Session: 7150 470
Re: Gradually Falling Broadband Speed - BT Engineer no show. Ticket 89172413
02-08-2014 3:20 PM
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there clearly is a fault as the ticket info states the test failed hence the need for the engineer, there is high interleaving applied on the downstream this would be to keep the line stable at the expense of speed hence the reduction, once the fault is fixed your Speed should be back to normal at some point maybe, it all depends on whether the work done to fix the fault includes a DLM reset other wise like myself and some others here you could be in for a very very long wait to see if DLM will return your speed back to where it was previously if at all, i wish you luck.
Re: Gradually Falling Broadband Speed - BT Engineer no show. Ticket 89172413
02-08-2014 4:09 PM
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I apologise for the missed appointment. I've been in touch with BT and they said this was down to resources in your area. They plan to arrange another appointment with you as soon as possible and should contact you directly. It could even be today so keep an eye on your phone.
If you've not heard anything by Monday please feel free to get in touch and we'll chase it further.
Re: Gradually Falling Broadband Speed - BT Engineer no show. Ticket 89172413
04-08-2014 6:08 PM
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He plugged in his test set and declared there was nothing wrong with the line, therefore there was nothing further he could do. He said the line was capable of 15mbps, I am currently getting 7Mbps.
I asked if he could reset the line profile and he showed me his instructions on the job sheet.
He was instructed not to reset the line profile unless he had found and repaired a fault - only then was he allowed to reset the profile. So he left!
So what next? The line is capable of better performance, indeed it has performed much better in the past. Is it possible to have a visit from an engineer who specialises in improving broadband speed, rather than a general line test engineer? Random Electrical Impulse Noise was suggested as a possible cause for the poor performance - seems to be the latest "excuse" for doing nothing.
Re: Gradually Falling Broadband Speed - BT Engineer no show. Ticket 89172413
14-08-2014 3:22 PM
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The engineers test equipment sync'ed at 16Mbps - sadly my download speed is stuck at 7.4 Mbps.
He made a number of calls to various BT hep desks, none of which were able to explain why my download speeds were stuck. Tried a different modem, which made no difference.
After several phone calls where the only comment was "that's strange", there was no more he could do and he left.
Anybody any thoughts as to what could be wrong?
BT Speedtest results;
Download speed achieved during the test was - 7.48 Mbps
For your connection, the acceptable range of speeds is 5.35 Mbps-7.64 Mbps .
Additional Information:
IP Profile for your line is - 7.64 Mbps
Upload speed achieved during the test was - 0.43Mbps
Additional Information:
Upstream Rate IP profile on your line is - 2 Mbps
This is fibre to cabinet broadband!
The engineers own test equipment showed the line capable of 16Mbps and the remote engineer on the other end of the phone said 18Mbps was achievable.
I'd be happy to get back to the 12Mbps I used to have.
Re: Gradually Falling Broadband Speed - BT Engineer no show. Ticket 89172413
14-08-2014 5:31 PM
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It does sound very strange that BTO can test the line and see it can do a lot more than your getting but not able to give it to you and not know why.
Re: Gradually Falling Broadband Speed - BT Engineer no show. Ticket 89172413
14-08-2014 7:05 PM
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Thanks for the reply
Tried resetting both the modem and router together - sadly it has made no difference. Still stuck at 7.4Mbps.
http://www.speedtest.net/my-result/3689568811
Re: Gradually Falling Broadband Speed - BT Engineer no show. Ticket 89172413
14-08-2014 7:14 PM
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Any ideas?
See screen grab
Re: Gradually Falling Broadband Speed - BT Engineer no show. Ticket 89172413
14-08-2014 7:44 PM
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Re: Gradually Falling Broadband Speed - BT Engineer no show. Ticket 89172413
15-08-2014 9:44 AM
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Re: Gradually Falling Broadband Speed - BT Engineer no show. Ticket 89172413
16-08-2014 11:36 AM
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Upload still at 0.4 Mbps but at least I have my download speed back. With 4 full time students in the house the internet takes a hammering at certain times of day.
Funny, morning are usually fairly quite
Re: Gradually Falling Broadband Speed - BT Engineer no show. Ticket 89172413
16-08-2014 3:08 PM
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