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Slow Service Please Help

bobjames1964
Dabbler
Posts: 23
Registered: ‎26-07-2007

Slow Service Please Help

<a href="http://speedtest.dslreports.com"><img border=0 src="http://www.dslreports.com/im/34067402/8262.png"></a>
http://www.dslreports.com/tweakr/block:145d978?service=dsl&speed=8192&os=winXP&via=pppoA
Hi there can anyone suggest how I may improve the speed of my connection just don't seem to get any stability and they keep dropping my speed down to virtually nothing - when the BT engineer called last friday he seemed to suggest that the line should support a 4.5 meg connection
Netgear DG834GT router stats are:
Port Status TxPkts RxPkts Collisions Tx B/s Rx B/s Up Time
WAN PPPoA 12218 10414 0 1156 2532 01:05:30
LAN 10M/100M 11681 14235 0 2682 1255 01:06:49
WLAN 11M/54M/108M 895 0 0 29 0 01:06:47

ADSL Link Downstream Upstream
Connection Speed 512 kbps 448 kbps
Line Attenuation 45.0 db 24.0 db
Noise Margin 32.3 db 22.0 db

was connected at 2768 a minute a go but the speed seems to drop by itself but the router doesn't drop out and my service remains on without me having to reboot or reconnect.
Just can't understand it Cry
All suggestions gratefully received
Thanks
46 REPLIES 46
Pendragon
Rising Star
Posts: 436
Thanks: 6
Fixes: 1
Registered: ‎07-04-2007

Re: Slow Service Please Help

The first things I would do in your case is download a router monitoring program such as Routerstats (from here http://www.vwlowen.co.uk/internet/files.htm) and set this up to monitor your router. I use this program and found it very useful to convince both F9 and BT Voice I had a problem with my line after they dug it up to fix a neighbour’s telephone problem.
Next eliminate all your internal wiring and telephones by disconnecting everything and connecting just your router direct to the master socket (you can leave just one telephone connected via the filter if you wish). If you have the new type split face master socket then remove the face plate and connect direct to the test socket underneath.
If you are unsure of how to do this have a look in your telephone book, (the one from BT), and there should be pictures to show you what to do.
If the speed now increases and remains stable the fault is internal, if it is the same or worse the fault is line based and you will have to run the tests from the Help and Support pages of your portal and report it as a fault.
You can also dial 17070, select option 2 and do a ‘Quiet Line Test’ to see if you have any noise on the line (with all the rain we have had lately I expect this is the most likely problem). If you hear noise on the line report it to BT Voice faults as ‘Intermittent noise on the line’, do not mention broadband or they will refer you back to your ISP.
Hope some of this helps, regards, P.
James
Grafter
Posts: 21,036
Thanks: 2
Registered: ‎04-04-2007

Re: Slow Service Please Help

That noise margin is hhhuuugggeee!!  It's the reason why your synchronisation speed is quite so low!
Can you try connecting your router directly into the test socket (behind the master faceplate) via a filter and see if the noise margin figures drop?  The default on Max is 6dB for downstream.  You'll be losing an awful lot of speed because of that.
bobjames1964
Dabbler
Posts: 23
Registered: ‎26-07-2007

Re: Slow Service Please Help

Pendragon
Your help is much appreciated
Thanks for the link, great tool for tracking the router stats, I can't believe the router manufacturers down build this in.
Early days yet but already seeing some wide fluctuations. Do you know if it is normal to have no noise margin or sync speed for periods of 5 to 35 minutes without losing WAN Up Time?
James
Not exactly sure what you're saying can you point me toward any tables that indicate what service sync speed I should expect to receive based upon noise margin?
I'm averaging a noise margin of roughly 15 db but in the last 2.75 hours this has at times been as low as zero, & 0.8db and as high as 54db. Sync speeds are anything between zero and 5152 kbps with a mode value of around 4896 kbps when there is a noise margin.
Cheers Guys
bobjames1964
Dabbler
Posts: 23
Registered: ‎26-07-2007

Re: Slow Service Please Help

James
Why do PlusNet indicate my high speed broadband service to be 500kbps?
Quote
"Your High-speed Broadband Service
Your current broadband speed is 500 Kbps"


When BT seem to be indicating that it is actually 135 kbps:   
Quote
"Test1 comprises of Best Effort Test:  -provides background information.
    IP profile for your line is - 135 kbps
    DSL connection rate: 448 kbps(UP-STREAM)  4896 kbps(DOWN-STREAM)
    Actual IP throughput achieved during the test was - 117 kbps
If you wish to discuss these results please contact your ISP.
If you are experiencing problems with specific applications, servers or websites please contact your ISP for assistance.
Your test has completed please close this window to exit the performance tester."

Sorry I don't understand :-\, Which one of you is telling the truth?
Superuser
Superuser
Posts: 10,049
Thanks: 1,361
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Registered: ‎06-04-2007

Re: Slow Service Please Help

Quote from: bobjames1964
 
Sorry I don't understand :-\, Which one of you is telling the truth?


As daft as it seems, everyone is.  In a nutshell the truth is that there are serious problems with your connection and it's a miracle that your connection works at all.  The first thing that *must* be done is to establish whether the problems originate inside your property, i.e. with your internal wiring or due to electrical equipment near the router (e.g. cordless phone).
That is why Pendragon and James asked you to try connecting your router via microfilter to the test socket behind the faceplate of the master socket (assuming it is that type of socket).  Doing that connects you directly to the BT line eliminating your internal wiring.
If the variations are still present with the modem connected this way (and no electrical equipment is near the router) try another microfilter.  If still varying try the quiet line test (17070 Option 2) using a corded phone (if possible) into the microfilter; do you hear any noise (crackles, hisses, …)?
Actions after that depend on what you find - please let us know.
You might find the information on Kitz's website provides useful background.
David
David
James
Grafter
Posts: 21,036
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Registered: ‎04-04-2007

Re: Slow Service Please Help

Bobjames,
The reason that we show your profile as 500Kbps and BT show your profile as 135Kbps is because we do not currently have any lower profiles than 500Kbps.  There is work planned to add additional profiles, but in your case this wont make much difference.
Community Gaffer
Community Gaffer
Posts: 14,084
Thanks: 1,657
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Registered: ‎04-04-2007

Re: Slow Service Please Help

Quote from: bobjames1964
Not exactly sure what you're saying can you point me toward any tables that indicate what service sync speed I should expect to receive based upon noise margin?
I'm averaging a noise margin of roughly 15 db but in the last 2.75 hours this has at times been as low as zero, & 0.8db and as high as 54db. Sync speeds are anything between zero and 5152 kbps with a mode value of around 4896 kbps when there is a noise margin.

To add to James' post, BT's Dynamic Line Management kit will normally attempt to stabilise your line whilst retaining an SNR value of around 6db.
If your SNR drops below this then you're likely to lose synchronisation with the exchange. If it's above this then you will retain sync but your line rate will suffer (ie. you'll not sync as high thus capping the maximum throughput you can obtain).
Your kit is likely to be reporting the SNR margin as opposed to the actual target SNR at the exchange kit however, an increase in the target SNR of 3db (if my memory serves me correctly) reduces your sync speed by 800kbps. Basically the higher the SNR, the more stable your line but the lower the speed you'll synchronise at.
Your line seems all over the place which is why the suggestion has been made to eliminate any interference from other devices or cabling by unplugging all your telephony equipment and plugging directly into the master socket via a filter. 

Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵

Pendragon
Rising Star
Posts: 436
Thanks: 6
Fixes: 1
Registered: ‎07-04-2007

Re: Slow Service Please Help

Bobjames1964
Good, now you have the monitor working it can tell you a lot about your connection. The thing I found most useful was the SNR downstream levels as this gave me clues about my line problems.
First set the monitor to get the stats every 10 or 15 seconds, to do this click the [Configure] button (top left) and click the ‘Graphs’ tab to bring the page forward. Now look on the left edge of the page and click the ‘Common Settings’ tab (took me ages to realise there were tabs on the left edge  :)). On the right of this page is the ‘Sample every [ ] seconds’ setting, set this to say 15 and click [Save] and [OK] to exit.
OK so far?
The following is based on 3 months of experience of a screwed up connection, your line could be different.
Now with the router running and Routerstats monitoring your downstream SNR make a telephone call and watch the graph. If it drops to lower than 6db then slowly climbs back up to say 20db or above you probably have a major fault on your line like water in a joint or a badly corroded joint somewhere on the line (the same will happen on an incoming call).
Try changing the filter if you can, again the SNR will change to report the change in your filter, this can give you clues if a filter is faulty. Unplug everything except the router and plug each unit (telephone, Sat box, whatever) back in and watch the graph for fluctuations to give a clue as to faulty equipment.
Your stats will fluctuate during the day from around 10db or above to 6db and below in the evening, this again can be normal, what you need to do is note what is ‘normal’ and what is not and from that decide what could be causing the loss of synch that is dropping your profile so far down. From my limited experience I still would go for noise on your line.
Please make sure you eliminate all your internal wiring and any filters you have before reporting a fault or BT will charge you for the call out if they find no fault with your line.
Good luck and as another posted said please report back with any findings you get to see if we can help you further.
Regards, P.
bobjames1964
Dabbler
Posts: 23
Registered: ‎26-07-2007

Re: Slow Service Please Help

Pendragon
Great thanks for the advice for the settings. I have a 24 hr log for the connection based upon my office extension socket but this shows 60 second intervals.
I will readjust settings as advised and will now set about moving the kit down to the master socket (new one installed last Friday by BT). Although I am not convinced that the difference will be that great between the two sockets (I may be worng but had left the kit plugged in at the master for best part of the week and saw no improvement from last Friday). In the meantime the Plusnet guys advise me (12:30 am Fri) that they have asked BT to switch on interleaving (a process which can take up to 5 days) so not sure when this will kick in and what effect it will have.
Off to move the kit now (again)
Cheers
Pendragon
Rising Star
Posts: 436
Thanks: 6
Fixes: 1
Registered: ‎07-04-2007

Re: Slow Service Please Help

Interleaving will help to stabilise your line, you often need it turned on if you are on a long rural line like mine (4.5 miles from my local exchange). It can make your ‘ping’ times a big longer but unless you are an on-line gamer it will make little difference to your browsing or download experience.
Have you tried a remote line test on 0800 800 151 just to see if anything is faulty on the voice side of things?
One last question for today, do you have either a UPS or an extension cable with a built in surge protector for the telephone line? If you have and your telephone line is plugged in to the surge protection socket, unplug it because these types of surge suppresser on a telephone line can kill broadband (and will kill caller display as we found out  🐵 just remember to unplug your router if a thunder storm approaches  ;).
Regards, P.
mikess
Newbie
Posts: 1
Registered: ‎30-07-2007

Re: Slow Service Please Help

Bobjames1964. 
Problem seems classic interference from internal extensions running from main BT Socket.  BT Sockets have 6 conections; 1 & 6 are not used and when you have broadband only 2 & 5 are used.  The splitter provides the functions normally provided through wires from 3 & 4 connectors.
Solution is to remove faceplate of main BT Socket and remove the wires from connections 3 & 4, but only to extensions within the property, not the BT side of the box.  If you come off Broadband then these connections need to be remade for the line to work normally again.
My broadband connection tripled, to what it should be, using this procedure.
bobjames1964
Dabbler
Posts: 23
Registered: ‎26-07-2007

Re: Slow Service Please Help

mikess
Thanks for the advice, will bear try this when I reconnect the extensions. Hopefully this will bring my office connection service closer to the master level service (not that I think there is an awful lot of difference at present). Unfortunately the master socket service is poor, despite being able to regularly sync at speeds of c.5,5oo kbps over the last 4 days, and Plusnet switching Interleaving on, my BT speed tests are still only indicating a connection of 350 kbps although this has got up to a whopping 512 kbps for a short a very period and Idid achieve a download speed of 454 kbps once!
http://www.dslreports.com/testhistory/1472826/631ee
Superuser
Superuser
Posts: 10,049
Thanks: 1,361
Fixes: 73
Registered: ‎06-04-2007

Re: Slow Service Please Help

Doing speedtests using the DSLreports speedtester in Miami  is not really the best way to check, much too far away to get reliable results.  I'd recommend trying the new PlusNet tester here (in beta test but seems reliable to me); as an independent check try Thinkbroadband's here or Namesco's here.
Some feedback on what your noise margin monitoring shows would help us make relevant suggestions.  Have you carried out any of the noise diagnostic tests by using your phone alongside broadband as Pendragon suggested a few posts ago?  What were the results?
David
David
bobjames1964
Dabbler
Posts: 23
Registered: ‎26-07-2007

Re: Slow Service Please Help

Now have the stats available from my router tracking since Friday. Unfortunately despite regularly syncing at c. 5000kbps, when I don't use my computer the connection drops out and then reconnects only when I start using it again or sometimes by itself at incredibly low speeds. Just don't understand the inconsistency to the service e.g the noise margin being anything between 5 & 32 db and on rare occasions above or below that. Never used to get a problem on the 2 meg service before I was upgraded to 'up to 8 meg' and the local exchange stats seem to back this up:
Quote
Exchange Status Checker
Results: Streetly Code: CMSTRE
County: Midlands - West
Enabled: 30 Sep 2000

Upgrade Status
Status: Green
Good News, BT have finished enabling this exchange for Max DSL products.
Products will be available from 31/03/06.
Speeds: Our test also indicates that your line should be able to support a potential ADSL Max broadband line rate of 2Mbps or greater. 

I live about 3-3.5 miles away from the exchange in a 1960's property served by underground telephone wiring.
Bt voice line tests and noise tests indicate that there are no problems / noise or crackles. No where near any rivers so area not prone to floods.