Connection speed dropping / frequent disconnects

[#1]

I suspect I need to be concerned about the following:

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02:33:56, 21 Aug.    (3051546.700000) PPPoE is up -​ Down Rate=44910Kbps, Up Rate=7327Kbps; SNR Margin Down=6.1dB, Up=6.0dB
06:53:46, 29 Aug.    ( 127.850000) PPPoE is up -​ Down Rate=45084Kbps, Up Rate=7282Kbps; SNR Margin Down=6.0dB, Up=5.8dB
04:37:18, 31 Aug.    (164738.610000) PPPoE is up -​ Down Rate=45043Kbps, Up Rate=7217Kbps; SNR Margin Down=6.1dB, Up=5.9dB
03:12:27, 01 Sep.    (246047.010000) PPPoE is up -​ Down Rate=45077Kbps, Up Rate=7298Kbps; SNR Margin Down=6.1dB, Up=5.8dB
02:55:58, 02 Sep.    (331458.070000) PPPoE is up -​ Down Rate=45162Kbps, Up Rate=7353Kbps; SNR Margin Down=6.1dB, Up=5.8dB
18:36:27, 02 Sep.    ( 128.870000) PPPoE is up -​ Down Rate=44813Kbps, Up Rate=7297Kbps; SNR Margin Down=6.1dB, Up=5.9dB
01:53:31, 05 Sep.    (199151.930000) PPPoE is up -​ Down Rate=44887Kbps, Up Rate=7350Kbps; SNR Margin Down=6.1dB, Up=5.9dB
04:29:39, 09 Sep.    (554115.710000) PPPoE is up -​ Down Rate=42051Kbps, Up Rate=7386Kbps; SNR Margin Down=7.3dB, Up=5.9dB
01:40:38, 13 Sep.    (889570.360000) PPPoE is up -​ Down Rate=38171Kbps, Up Rate=7309Kbps; SNR Margin Down=9.2dB, Up=6.0dB

[#2]

Hi @SteveA 

Sorry to hear you're having connection issues.

Can you run through our troubleshooting guides here .

If that doesn't help, the next thing would be to rule your internal wiring out by plugging the connection into your test socket (which is under the faceplate of your master socket) and seeing if the drops stop.

This rules out your internal wiring, face plates and extension sockets as being the cause of these drops.

How to locate the test socket and set your connection into it can be found here:

If the problem still persists, please can you raise a fault here

Thanks, 

MoR

[#3]

I'm already on the master socket with only the Hub One and the phone plugged into it.. Now the speed has dropped the line seems to have stabilized and I'm not seeing any packet loss either, which I was before.

This has happened before  - slowly the speed of the line drops - I've lost 6Meg already and then it just becomes so bad you can't even use Plusnet TV on it as the multi-cast fails. Last time it took about 6 engineer visits by BT to get it solved and I'm worried its going to end up the same way this time.

[#4]

Hi @SteveA,

I have checked the connection and I can see that it has been fairly stable as you said recently.

In terms of the speeds, It is syncing at 38.2Mbps which is within your speed estimates however we need to make sure you are also getting the speeds at your end. Please run the BT Speedtester service from speedtest.btwholesale.com using a wired connection. We would need at least three speedtests. Once the initial result is completed please click Further Diagnostics. Please type in your phone number and click run diagnostic test. This will run a test and send the results to the server for investigation. Once you've done the above, please raise the fault from here and let us know once you've done it so we can progress the fault for you.

[#5]

I've been away for a few days - drops have continued.

5. DSL uptime:	1 days, 12:50:33
6. Data rate:	7375 / 33478
7. Maximum data rate:	7375 / 47342

BT Speedtest shows

 Download speed achieved during the test was - 33.17 Mbps
 For your connection, the acceptable range of speeds is 21.61 Mbps-30.88 Mbps .
 Additional Information:
 IP Profile for your line is - 30.88 Mbps

Fault raised

[#6]

Hi there @SteveA

Thanks for raising the fault.  I'm afraid I'm not seeing any causes for concern with your service at present.
I can see you experienced 2 drops in connection, one on Thursday and another on Friday.
Friday we can account for the disconnection as an interim update and therefore would not factor into any interference.

Should you wish to proceed in the investigation we need to arrange an engineer visit. Please reply to the following ticket on your account, let us know here on the forums and we'll arrange an engineer.

[#7]

My download speed has dropped by 25%  You said my line was syncing at 38.2M. I was getting a connect speed of  Down Rate=44910Kbps, Up Rate=7327Kbps on 21 August

BT now say my profile is 30.88 Mbps and my current connect is

Down Rate=33478Kbps, Up Rate=7375Kbps

According to my account my expected speed range should be  27 - 39Mb.

BT Product Check shows line rates of

VDSL Range A (Clean)     43.6     30

and the BT Speed check says my expected speed range is 21.61 Mbps-30.88 Mbps 

So how much more speed do I have to lose before this becomes a concern?

[#8]

Should I also be concerned that BT's estimated bottom range of my speed ( 21.61 Mbps) is below the Downstream Handback Threshold of 25.1

[#9]

My SNR Margin Down is now 12.1dB, when it used to be 6.1dB. I assume this is down my line profiling itself down to a lower speed?

[#10]

Hey @SteveA,

Speeds do change over time this can go either way and from what I can see after running a further test over your connection you are currently in sync at 33.5mbps which is above your minimum guaranteed speed and within your estimates - albeit the low end. More than happy to go ahead and progress this as a fault, however, to set expectations an engineer may not be able to change the speed of this and as it's still within estimates there's not much more we can do achieve the high speeds.

If you wish to go ahead with the fault route please raise one here and then give us a nudge on this thread and we go from there.

- Maddy

[#11]

Given the fact that the last time this happened (almost exactly the same - packet loss, disconnects and my speed dropping by 25%) it took about 4 engineer visits who replaced the face plate (twice), moved me onto a new (well balanced ) pair of wires back from my house to the cab, did a lift and shift on the cab and eventually went back to the exchange I'll leave it for now unless things get worse.  I'm out of contract in November so will probably look round at alternatives.

[#12]

Thanks for getting back to us, @SteveA.

It's of course your decision, please do let us know if you do raise the fault and the Social Media Team should be able to progress the issue more quickly for you.