**[FIXED]** Serious ADSL speed issues for the last 5 months **[FIXED]**
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**[FIXED]** Serious ADSL speed issues for the last 5 months **[FIXED]**
09-09-2012 11:17 AM
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ORIGINAL POST---------------------------------------------------------------------
I realise I'm only 3 days into my 10-day training period, but hear me out.
I've just moved from Orange because of this issue and was allowed out of my 12-month contract because they could not fix it. Here's my problem (which has not changed since moving to Plus.net last week);
My sync down is 8128, up 448 giving me an IP profile of 7.15mb. Yet I'm stuck at around 2mb download and have been now for close to 5 weeks. This problem started in June, where my sync rate was around 7500, up 448 and my download speed was around 7mb. In June (the 3rd to be precise) I contacted Orange because I noticed my download speed would drop to below 2mb until I re-synced the router, where I would get my full speed again. The speed would remain for a week or so before dropping. When the speed dropped, I would experience no loss of sync (so I could be playing a game and not notice). Over the course of the last few months, the time taken between re-syncing the router and the speed dropping reach into the few hours. This is the troubleshooting that has been done over the course of the last few months;
Router has always been connected to master socket. I do not use the landline phone.
3 routers tested - Livebox + 2x TP-Link TD-W8960N
Ethernet + Wifi with multiple devices
5 Microfilters tested
4 engineer visits showing the line is okay, 4th visit replaced my line and put onto new pair. 3rd visit is when my speed got stuck at 2mb.
I was told by BT this was an issue with Orange, yet it clearly isn't as nothing has changed since switching over to you guys. I've been through 3 training periods with Orange with absolutely no change to my download speed. I can leave my router on for 10 days at a time with no change. My sync rate is always a very high 8128 and 448 upstream. I get the 448 upstream, but capped at a 2mb download.
Here are my current router stats which I've attached below. I've actually plugged my router into one of the extensions upstairs (for the very first time) and it has dropped my SNR to 10 from around 12. My SNR used to be 6 back when I had no speed issues.
I've read similar situations with other people and it turns out something was stuck at the BT exchange and I feel it should be a very simple fix, yet no-one seems to be able to look into it. It's honestly driving me up the wall.
Thanks for any help.
Re: Serious ADSL speed issues for the last 4 months
09-09-2012 11:36 AM
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Do you disconnect the router frequently?
Re: Serious ADSL speed issues for the last 4 months
09-09-2012 11:37 AM
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What does the BT speedtester give http://speedtester.bt.com/ Full result please
What does this give as the current Line Speed https://portal.plus.net/my.html?action=data_transfer_speed
If you put your exchange/telephone number in here http://usertools.plus.net/exchanges/ does it say anything about WBC on 21CN
Re: Serious ADSL speed issues for the last 4 months
09-09-2012 12:26 PM
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Oldjim, I've attached screenshots of what you've asked for. I realise by looking at these it would appear the problem lies on my end, but I assure you I've done every bit of trouble shooting from this end I can. Like I said, I've had 4 engineer visits and a line-change. It doesn't matter what router I use or how I connect to it, I can not get above 2mb download. My upload never changes. My ping has risen from 35m/s to 50m/s over the last 2 months.
adie:green edited attachment to remove full phone number.
Re: Serious ADSL speed issues for the last 4 months
09-09-2012 12:34 PM
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jelv (a.k.a Spoon Whittler) Why I have left Plusnet (warning: long post!) Broadband: Andrews & Arnold Home::1 (FTTC 80/20) Line rental: Pulse 8 Home Line Rental (£14.40/month) Mobile: iD mobile (£4/month) |
Re: Serious ADSL speed issues for the last 4 months
09-09-2012 12:43 PM
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Really bizarre.
Re: Serious ADSL speed issues for the last 4 months
09-09-2012 12:50 PM
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The Digital Care Team will be able to check that on Monday.
Pity about 21CN as that would really have increased your speeds
Please edit the picture from the Plusnet speed to remove your telephone number
Re: Serious ADSL speed issues for the last 4 months
09-09-2012 12:53 PM
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Quote from: Oldjim Given those results my guess is that there is a profile mismatch between the two BT systems.
This is pretty much what I have been having trouble putting into words. Shame it's taken Orange 14 weeks to try and solve. Honestly, some of the worst customer service I've ever had and £64's worth of phonecalls with no resolve and my connection worse than when it started. It really does seem like a simple fix that has been overlooked.
Anyway, I hope you're right Oldjim and thanks for the help!
Re: Serious ADSL speed issues for the last 4 months
10-09-2012 2:25 PM
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I've checked your both of your profiles and they are set correctly. It does seem a strange one.
We can't raise this as a fault as you are in your 10 day training period. But if this is still the same, which it looks like could be the case then it would need a fault raising so we can look into this. I would be happy to help you in getting this resolved and being your point of contact if needed.
Let me know how your speeds are going.
Chris
Re: Serious ADSL speed issues for the last 4 months
10-09-2012 2:51 PM
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Thanks for your reply Chris and I realise the situation with the 10-day training period. But is there anything you could do right now such as a profile reset? My sync is suspiciously high, about 1mb higher than when I had no issues back in May, and 3mb higher when connected to an extension. If you can't do anything right now I understand but I've been stuck at 2mb now for at least two months, watching YouTube is impossible.
Thanks
dick:quote
Re: Serious ADSL speed issues for the last 4 months
10-09-2012 5:43 PM
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I know it must be frustrating but unfortunately we need to wait for the 10 day period. I'll be happy to look at it when this has passed.
Chris
Re: Serious ADSL speed issues for the last 4 months
11-09-2012 5:37 PM
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3 days of router uptime with no disconnects, still less than 2mb download. Moved router back to master socket (all extensions disconnected). Stats;
Re: Serious ADSL speed issues for the last 4 months
17-09-2012 12:47 AM
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My broadband actually went down tonight, although my router still showed as synced. I had no internet connection for around 10 minutes, even after a power cycle.
Re: Serious ADSL speed issues for the last 4 months
17-09-2012 7:39 AM
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Quote from: Lemmiwinks always connected to master socket, no extensions ever plugged in, master socket replaced with Openreach filter
Not according to previous posts you're not. In fact if the master socket is fitted with an Openreach filter you have no option but to use the master socket. So why say
Quote from: Lemmiwinks I've actually plugged my router into one of the extensions upstairs (for the very first time) and it has dropped my SNR to 10 from around 12.
Quote from: Lemmiwinks Moved router back to master socket (all extensions disconnected).
Just your extension wiring can sometimes cause problems. If you can connect your router to the extension sockets and it works then your extensions are not wired correctly because you are somehow bypassing the filter that was fitted on your master socket. I bet that is the true cause of your problems!
Edit: Just to be crystal clear, when you remove the faceplate from your master socket to reveal the test socket behind it, that should disconnect your extension sockets. So they should be dead (no dial tone) if you plug in a telephone and a router connected to an extension socket should not sync. If your extension sockets still work when the faceplate is not removed then they are not wired correctly. Even if nothing is connected the wiring can act like a radio aerial and pick up sufficient radio frequency electrical interference to severely degrade you broadband performance.
Re: Serious ADSL speed issues for the last 4 months
17-09-2012 7:56 AM
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When I moved into the flat (2nd floor), the wireless signal was bad down at the master socket (1st floor) so I had the router plugged in upstairs for a week or so and ordered a better router with higher rated antennas. This is when I first signed up with Orange in January.
When the new router and antennas arrived, I disconnected the faceplate from the master socket and plugged the router directly into the test socket. Extensions did not work, broadband worked perfectly until I reported a problem to Orange on the 3rd of June.
My 2nd engineer visit (in July) involved the engineer fitting a new filtered faceplate, which made no difference. It is removable and needs to be removed to re-fit the original faceplate with the extensions and I did so when I tested the connection upstairs again to see the difference in sync from the first week or so my broadband was active with Orange.
Right now the filtered faceplate is removed and I have a normal microfilter plugged into the test socket. The exact way it was from week 2 to June with Orange and I had absolutely no problems. So, the issue is not internal wiring. The extensions have only ever been connected twice, the first week of broaband because of wireless signal issues and then nearly 2 months after I experienced my speed issues to compare sync speeds again.
I've attatched the max speed calculator screenshot you asked me to do. The results on that are the exact figures (give or take a few 100kb when syncing again) that I was receiving before my speed issues, ie: around 7.5mb connection with 6.5mb IP Profile. Just for the sake of checking how accurate the tool is, I also put in the attenuation I would receive when the router was plugged into the extension upstairs: 5mb IP Profile, consistent with what I had when I had no speed issues. Now I get 8mb no matter what. I don't know anything about equipment at an exchange, but in my opinion something was and now has failed that regulated my speed.
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