cancel
Showing results for 
Search instead for 
Did you mean: 

Gradually Falling Broadband Speed - BT Engineer no show. Ticket 89172413

Cerberos
Rising Star
Posts: 61
Thanks: 20
Registered: 16-10-2007

Gradually Falling Broadband Speed - BT Engineer no show. Ticket 89172413

Hi  would appreciate your advice.
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
11 REPLIES
Terranova667
Pro
Posts: 1,277
Thanks: 70
Fixes: 3
Registered: 19-02-2014

Re: Gradually Falling Broadband Speed - BT Engineer no show. Ticket 89172413

I'm afraid Engineers not turning up is pretty common these days nothing you can do about it other than Plusnet getting back in touch with BTO and getting an engineer out again to do the required job that should have been done had one bothered to turn up when booked.
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.

 
LukeS
Grafter
Posts: 203
Registered: 09-05-2014

Re: Gradually Falling Broadband Speed - BT Engineer no show. Ticket 89172413

Hi Cerberos,
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.
Cerberos
Rising Star
Posts: 61
Thanks: 20
Registered: 16-10-2007

Re: Gradually Falling Broadband Speed - BT Engineer no show. Ticket 89172413

BT Engineer turned up this morning, just before I was due to leave for work.
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.
Cerberos
Rising Star
Posts: 61
Thanks: 20
Registered: 16-10-2007

Re: Gradually Falling Broadband Speed - BT Engineer no show. Ticket 89172413

Second visit today from the same BT engineer. This time he reset the DSLAM  - sadly it had no effect on my speeds.
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.
Terranova667
Pro
Posts: 1,277
Thanks: 70
Fixes: 3
Registered: 19-02-2014

Re: Gradually Falling Broadband Speed - BT Engineer no show. Ticket 89172413

Hi ok are you using a separate BT modem / router setup  and did you reboot the router as well ?  you can reboot the modem and see a different sync but unless you drop the router session you wont get the speeds at the router end that's the only thing i can think of that would give you that result other than a fault somewhere,
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. 

 
Cerberos
Rising Star
Posts: 61
Thanks: 20
Registered: 16-10-2007

Re: Gradually Falling Broadband Speed - BT Engineer no show. Ticket 89172413

Hi Terranova667,
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
Cerberos
Rising Star
Posts: 61
Thanks: 20
Registered: 16-10-2007

Re: Gradually Falling Broadband Speed - BT Engineer no show. Ticket 89172413

Now I am even more confused - just run a BT Speedtest - my line profile has increased to 17.5 Mbps but still only achieving 7.16 Mbps download speeds!
Any ideas?
See screen grab
Community Veteran
Posts: 6,735
Thanks: 12
Registered: 02-02-2008

Re: Gradually Falling Broadband Speed - BT Engineer no show. Ticket 89172413

I expect the PlusNet profile hasn't caught up yet - have a look yourself to check.  Wink
Plusnet Help Team
Plusnet Help Team
Posts: 13,322
Thanks: 223
Fixes: 65
Registered: 27-04-2007

Re: Gradually Falling Broadband Speed - BT Engineer no show. Ticket 89172413

H Cerberos,
I've just checked your account. HPsauce, was spot on about the profile having not updated yet, however that updated automatically at approximately 21:45 last night.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Cerberos
Rising Star
Posts: 61
Thanks: 20
Registered: 16-10-2007

Re: Gradually Falling Broadband Speed - BT Engineer no show. Ticket 89172413

Just run some tests - early days yet but I am achieving 17Mbps download speeds.
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 Roll eyes
LukeS
Grafter
Posts: 203
Registered: 09-05-2014

Re: Gradually Falling Broadband Speed - BT Engineer no show. Ticket 89172413

I just ran a KBD test of the line and it did flag a mis-match between BRAS and DSLAM profiles (It might be nothing but it's possible that your getting the lower of the two). I recommend you wait until our faults team investigate this further and please try not to comment on the ticket unless completely necessary as it will put it to the back of the queue.  Tongue