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New line - unbelievably slow.

reecicles
Grafter
Posts: 43
Registered: 22-01-2014

New line - unbelievably slow.

Hi guys i hope you can help.
New line fitted - broadband actiavted this morning. The results are dismal. Please see results from bt performance tester below.
Quote
Best Effort Test:  -provides background information.
Download  Speed
0.61 Mbps

0 Mbps 1 Mbps
Max Achievable Speed
Download speedachieved during the test was - 0.61 Mbps
For your connection, the acceptable range of speeds is 0.4 Mbps-1 Mbps.
IP Profile for your line is - 0.65 Mbps
2. Upstream Test:  -provides background information.
Upload Speed
0.01 Mbps

0 Mbps 0.45 Mbps
Max Achievable Speed
Upload speed achieved during the test was - 0.01Mbps
Additional Information:
Upstream Rate IP profile on your line is - 0.45 Mbps

We were unable to identify any performance problem with your service at this time.
It is possible that any problem you are currently, or had previously experienced may have been caused by traffic congestion on the Internet or by the server you were accessing responding slowly.
If you continue to encounter a problem with a specific server, please contact the administrator of that server in the first instance.

And stats from my router:
Quote
Link Information
Uptime: 0 days, 0:38:55
DSL Type: ITU-T G.992.3
Bandwidth (Up/Down) [kbps/kbps]: 443 / 736
Data Transferred (Sent/Received) [MB/MB]: 5.53 / 103.66
Output Power (Up/Down) [dBm]: 12.6 / 0.0
Line Attenuation (Up/Down) [dB]: 37.3 / 63.0
SN Margin (Up/Down) [dB]: 9.1 / 6.1
System Vendor ID (Local/Remote): TMMB / ----
Chipset Vendor ID (Local/Remote): BDCM / IFTN
Loss of Framing (Local/Remote): 0 / 0
Loss of Signal (Local/Remote): 0 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): -
Error Seconds (Local/Remote): 7 / 0
FEC Errors (Up/Down): 0 / 0
CRC Errors (Up/Down): 0 / 8
HEC Errors (Up/Down): 0 / 2

The house is a new build so there shouldn't be any internal problems. Any help would be appreciated.
Thanks,
Reece
28 REPLIES
Community Veteran
Posts: 3,380
Thanks: 2
Registered: 18-01-2013

Re: New line - unbelievably slow.

Do you have a standard NTE5 socket ? If so, unplug the faceplate and plug your filter/modem into the test socket behind and run that for a couple of days and see if that helps.
With a downstream attenuation of 63dB I'd suspect you should be getting 1.5 to 2Mb download speed.
Also double check with neighbours to see what they are getting - it may just be a very long distance from the exchange on poor lines.
Moderator
Moderator
Posts: 17,567
Thanks: 1,100
Fixes: 127
Registered: 11-01-2008

Re: New line - unbelievably slow.

Some routers stop reporting attenuation at 63dB, so it could be a lot higher than that.
Will Moderate For Thanks
Superuser
Superuser
Posts: 10,433
Thanks: 1,916
Fixes: 19
Registered: 22-08-2007

Re: New line - unbelievably slow.

Hi,
Need to find out what is 'expected' for your line.  Put you phone number and post code in here - http://www.kitz.co.uk/adsl/adslchecker.php
Please describe how you are connecting to the phone line - router cable length - filters - extension or master socket - how any extensions are wired - are all phones on filters?
Moderator
Moderator
Posts: 17,567
Thanks: 1,100
Fixes: 127
Registered: 11-01-2008

Re: New line - unbelievably slow.

reecicles
Grafter
Posts: 43
Registered: 22-01-2014

Re: New line - unbelievably slow.

Heyup,
No extensions - master socket. Was filtered faceplate although as per Dom's suggestion directly into the test socket now.
Cable lengths are the default cables that come with the router.
Results from BTW
Down Rate / up rate / down range
Quote
WBC ADSL 2+ Up to 1 -- 1 to 5 Available
ADSL Max Up to 0.5 -- 0.75 to 4 Available
WBC Fixed Rate 0.5 -- -- Available
Fixed Rate 0.5 -- -- Available

thanks for your help
Superuser
Superuser
Posts: 10,433
Thanks: 1,916
Fixes: 19
Registered: 22-08-2007

Re: New line - unbelievably slow.

Hi,
The reason I pointed you to the Kitz checker is that it proveds an estimate of your line length.  This can be compared to your reported attenuation.  If there is a significant difference, it could point to a line fault.
63dB suggests 4.6km.
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: New line - unbelievably slow.

Hi reecicles,
I've had a look at your line I can't see anything that might be causing the low synchronisation speeds.
You mentioned that you have a filtered faceplate, if you remove the front cover from the Master Socket, is there a Test Socket behind it?
Chris Pettitt
Cloud Environments Engineer
reecicles
Grafter
Posts: 43
Registered: 22-01-2014

Re: New line - unbelievably slow.

Hi Chris,
I removed the filtered faceplate and plugged the router into the micro filter provided and into the test socket. There is no improvement
kitz checker:
http://clip2net.com/s/6KGOYN
thanks
reecicles
Grafter
Posts: 43
Registered: 22-01-2014

Re: New line - unbelievably slow.

Chris,
Can you see what profile i'm currently on?
Fibre should be available at my cab at the end of the month - if i can at least game until then i would be happy. Could you get me on a gaming profile?
I'm hoping the measly 600kbps will be ok for gaming if my ping is like 13ms
Thanks
Reece
Community Veteran
Posts: 26,543
Thanks: 788
Fixes: 9
Registered: 10-04-2007

Re: New line - unbelievably slow.

Could you post the router stats from the test socket please.
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 (£13/month)
Mobile: iD mobile (£4/month)
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: New line - unbelievably slow.

Given that you're in the Test Socket and the sync speeds haven't improved, could you log a fault with us at http://faults.plus.net and I'll get that looked into for you?
Chris Pettitt
Cloud Environments Engineer
reecicles
Grafter
Posts: 43
Registered: 22-01-2014

Re: New line - unbelievably slow.

It's saying that i will get charged if there is an engineer visit and it's a problem with my equipment ie the router you guys supplied.
I think its best i get ahold of another router and test it with that, or should i just carry on and report the fault?
Will all this restarting and changing routers and in and out of the test socket affect the DLM that is most likely running on my line?
thanks
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: New line - unbelievably slow.

From what I checked, the DLM hasn't caused any banding n your line, it's just your connection rate between the router and exchange is much lower than we would expect.
Would you be able to connect an alternative router today at all? You don't need to configure it, just connect it and reply to this post from your mobile and I'll check the connection rate for you?
Chris Pettitt
Cloud Environments Engineer
reecicles
Grafter
Posts: 43
Registered: 22-01-2014

Re: New line - unbelievably slow.

I'm at work so i'm unable to connect it until tonight.
If you can confirm i won't be charged i'll go ahead and log the fault.
What is the connection rate that you are expecting for my line?
thanks