Slow Internet.
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- Re: Slow Internet.
30-04-2019 6:49 PM - edited 30-04-2019 6:49 PM
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Hi,
I had a problem with my Internet connection a few months ago, which I'm happy to say was quickly fixed. However, after that was done, the speed was a little slower (about 7Mbps instead of 8.),but I was willing to accept this. Over the last few weeks though, the speed seems to have gotten progressively worse and is now testing at about 4-5Mbps. Can anything be done to resolve this please?
Thanks
Fixed! Go to the fix.
01-05-2019 9:25 AM - edited 01-05-2019 9:26 AM
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Hi @richardglover65,
I'm sorry that you've been experiencing problems with the performance of your broadband connection, following the previous fault.
I've tested your line and the test indicates that it's currently syncing at 7mbps, but with underlying performance errors that will be affecting the connection on your side:
xDSL Status Check | |||
Circuit ID: | CBUKXXXXXXXXX | Service ID: | BBEUXXXXXXXXX |
Telephone NO.: | NA | Test Executed On: | 01-05-2019 09:11:25 |
xDSL Status Test Summary | |||||
Sync Status: | Circuit In Sync | ||||
General Information | |||||
NTE Status: | NTE Power Status: | Unknown | Bypass Status: |
Upstream DSL Link Information | Downstream DSL Link Information | |
Loop Loss: | 24.8 | 42.5 |
SNR Margin: | 5.9 | 9.0 |
Errored Seconds: | 0 | 4 |
HEC Errors: | 0 | |
Cell Count: | 828 | 2377 |
Speed: | 1199 | 7503 |
Maximum Stable Rate (KBPS): | 8128 | Fault Threshold Rate (KBPS): | 6502 | ||
Mean Time Between Retrains (Seconds): | 86400 | Mean Time Between Errors Upstream (Seconds): | 8775 | ||
Indicative Line Quality: | A | Mean Time Between Errors Downstream (Seconds): | 136 | ||
Custom Thresholds | |||||
MTBR_RED: | MTBE_RED: | ||||
MTBR_GREEN: | MTBE_GREEN: |
It appears that the errors on the line are due to a setting being incorrect. The signal to noise ratio (SNR) is too low for the length of your line. The SNR helps the line to remain stable and unaffected by noise or interference on the line. The higher the setting for SNR, the higher the level of noise can be tolerated.
The SNR for your line was set too low for the amount of interference we'd expect to see, so by increasing this we expect the connection to now stabilise and for the information to be received without interference. Please monitor the connection over the next couple of days and let us know if you continue to experience any problems.
Re: Slow Internet.
10-05-2019 3:42 AM
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Hi Emily,
Thanks for your reply and action. I've been keeping an eye on the speeds over the last week or so and it does seem to have improved somewhat. Tests are now showing speeds at between 6 and 6.4Mbps. Can anything more be done is that the best I should expect now?
Re: Slow Internet.
10-05-2019 11:04 AM
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Hi @richardglover65, thanks for updating us.
We're pleased to hear that the speed has increased for you.
On checking with our suppliers we can see that the download speed estimates for your line are between 5.5mbps and 7.5mbps. As you're within this estimate there isn't a great deal more we're able to do to increase the speed you're seeing further.
Please let us know if you need assistance with anything else.
Re: Slow Internet.
25-05-2019 9:59 AM
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Re: Slow Internet.
25-05-2019 2:52 PM
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Hi @-amandasteede_1, thanks for your post.
We're sincerely sorry to hear of your speed issues and for your difficulties in reaching the Customer Support Centre.
On testing the line, we're not detecting a fault, however, we can see that the SNR (signal to noise ratio, essentially the power of the signal coming down the line) is set a little low. We've amended this for you now and you'll just need to reboot the router in around 4 hours.
As soon as you've done this you should notice the difference in service but please let us know if this isn't the case.
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