Fibre speed not as expected
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- Fibre speed not as expected
Fibre speed not as expected
11-07-2018 7:31 PM
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HI.
I've just moved to you from Sky, and was all excited about getting up to 78 Mb internet.
The thing is that the speed difference is as expected.
I see in my account I'm expected to get 78MB (Current line speed that is), but the router is only claiming to get 54Mbps down and 11Mbps up.
I've replaced the modem cable with the one from the new router box (the router supplied by yourselves), and I'm also using the new micro filter.
Any ideas?
Chris.
Re: Fibre speed not as expected
12-07-2018 9:33 AM
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Sorry to hear your speeds are poorer than expected.
Our tests aren't showing any cause for this.
I'd recommend raising a fault here so we can investigate further
Re: Fibre speed not as expected
12-07-2018 9:50 AM
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OK. I'll run through that tonight when I get home.
Before hand, I'll give the router a full factory reset and disconnect all the ethernet cables and see if that helps.
I'll update with any results.
Re: Fibre speed not as expected
12-07-2018 8:18 PM
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OK, so I ran through the tests and have reported a fault.
The BTW site gave me these results:
Download speed achieved during the test was - 59.21 Mbps For your connection, the acceptable range of speeds is 40 Mbps-49.19 Mbps . Additional Information: IP Profile for your line is - 49.19 Mbps |
Upload speed achieved during the test was - 8.52Mbps Additional Information: Upstream Rate IP profile on your line is - 20 Mbps |
The router claims to be connected at:
Downstream: | 50.81 Mbps |
Upstream: | 11.21 Mbps |
fast.com comes back with speed of 47Mbps
Yet, the member center says:
Estimated line speed:78Mb (This may vary between 55Mb and 78Mb) - Checked on 2018-06-08 21:54:32
Current line speed:78 Mb
Before switching to PN from Sky, I was getting a rock solid 39.9999Mbps own and a 9.99999Mbps up.
If it comes out that there isn't a fault and this is the max speed I can expect, then I'll almost certainly be looking into downgrading as the small bit of extra speed isn't worth the extra money.
Re: Fibre speed not as expected
12-07-2018 8:33 PM
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Do the member centre estimates match what the BT DSLchecker website states?
Also, can you try another browser for the speedtests? Chrome & Firefox are currently giving misleading results.
Re: Fibre speed not as expected
12-07-2018 8:39 PM
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Featured Products |
Downstream Line Rate(Mbps) |
Upstream Line Rate(Mbps) |
Downstream Handback Threshold(Mbps) |
WBC FTTC Availability Date |
WBC SOGEA Availability Date |
Left in Jumper |
|||
---|---|---|---|---|---|---|---|---|---|
High | Low | High | Low | ||||||
VDSL Range A (Clean) | 80 | 64.1 | 20 | 19 | 55.8 | Available | -- | -- | |
VDSL Range B (Impacted) | 76.3 | 49.3 | 20 | 14.2 | 39.8 | Available | -- | -- | |
Featured Products |
Downstream Line Rate(Mbps) |
Upstream Line Rate(Mbps) |
Downstream Range(Mbps) |
WBC FTTP Availability Date |
|||||
FTTP on Demand | 330 | 30 | -- | Available | -- | -- | |||
ADSL Products |
Downstream Line Rate(Mbps) |
Upstream Line Rate(Mbps) |
Downstream Range(Mbps) |
Availability Date |
Left in Jumper |
||||
WBC ADSL 2+ | Up to 18.5 | -- | 13.5 to 21 | Available | -- | -- | |||
WBC ADSL 2+ Annex M | Up to 18.5 | Up to 1.5 | 13.5 to 21 | Available | -- | -- | |||
ADSL Max | Up to 8 | -- | 7 to 8 | Available | -- | -- | |||
WBC Fixed Rate | 2 | -- | -- | Available | -- | -- | |||
Fixed Rate | 2 | -- | -- | Available | -- | -- |
That's what I just got.
Fast.com in edge gives me 46Mbps
Re: Fibre speed not as expected
12-07-2018 8:56 PM
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Anyhow, your line is most certainly underperforming, hopefully that can get resolved with the fault you've raised.
Re: Fibre speed not as expected
13-07-2018 11:04 AM - edited 13-07-2018 12:35 PM
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Hi @chrishamblin,
Thank you for reporting the fault. I've retested your line and the download sync speed is currently at 63.9mbps, but there are a high number of performance errors. For reference, today's test result is as follows:
Circuit ID | NA | Service ID | BBEUXXXXXXXXX |
Test Outcome | Pass | ||||
Test Outcome Code | GTC_FTTC_SERVICE_0000 | ||||
Description | GEA service test completed and no fault found . | ||||
Main Fault Location | OK |
Sync Status | In Sync |
Downstream Speed | 63.9 Mbps |
Upstream Speed | 11.0 Mbps |
Appointment Required | N |
Fault Report Advised | N |
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 |
Estimated Line Length In Metres | 611.3 |
Upstream Rate Assessment | Reasonable |
Downstream Rate Assessment | Very Good |
Interference Pattern | Regular Interference Observed on Week Days |
Service Impact | No Impact Observed |
Interference Duration Longest Occurrence | From 00:00 to 04:30 |
Interference Location | Customer Premise |
Interference Observed In Days | 2 |
Home Wiring Problem | Not Detected |
Downstream Policing Discard Rate | 0.0 |
Customer Traffic Level | Upstream and Downstream Traffic Detected |
Technology | VDSL |
Profile Name | 0.128M-40M Downstream, Retransmission Low - 0.128M-10M Upstream, Error Protection Off |
Time Stamp | 2018-06-30T12:45:00 |
Parameters | MIN | MAX | AVG |
Down Stream Line Rate | 40.0 Mbps | 63.5 Mbps | 42.0 Mbps |
Up Stream Line Rate | 9.9 Mbps | 12.5 Mbps | 10.1 Mbps |
Up Time | 592.0 Sec | 900.0 Sec | 899.1 Sec |
Retrains | 0.0 | 3.0 | 0.0 |
Current and Last 15 Minute Bin Performance | ||
Parameters | Last Traffic Count(Upto 15 mins) | Current Traffic Count(Upto 15 mins) |
Start Time Stamp | 2018-07-13T11:04:17Z | 2018-07-13T11:19:17Z |
Ingress Code Violation | 0 | 2 |
Egress Code Violation | 330 | 236 |
Errored Seconds | 236 | 173 |
Severely Errored Seconds | 0 | 0 |
Unavailable Seconds | 0 | 0 |
Is your router currently connected to the test socket behind the faceplate of your master socket? If not, please can you connect your router in this manner, wait 15 minutes and then drop us another message on here - we'll then be able to retest your line and determine whether or not the connection has improved.
Re: Fibre speed not as expected
13-07-2018 12:00 PM
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Hi @EmilyD
I'll pull the sideboard out when I get home and see if I can connect it directly.
I'll let you know when this is done. It will be this evening now though.
Oh, and did you forget to add something to your post? There don't seem to be any test results.
Thanks.
Chris.
Re: Fibre speed not as expected
13-07-2018 12:10 PM
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Oh, and would these performance issues you mention be caused by, or the cause of the router dropping connection?
Yesterday during the day it fell over and I had to re enter the connection password. It did the same last night too, and it seems to have gone again now.
Earlier today I was able to remotely connect to a computer at my house, but when I initiated a speed test the connection fell over. It seemed to come back a few times, but now it seems gone, so I expect to get home to an orange light on the router and a wife wondering why her emails aren't coming in.
Chris.
Re: Fibre speed not as expected
13-07-2018 12:44 PM
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Hi @chrishamblin,
I'm sorry that I forgot to add the test results to the post - I've added these on now.
It's likely that the performance errors that we're seeing on the line are linked to the dropping connection and the speed issues that you're experiencing. Please let us know how it's looking once you're connected to the test socket - if the connection is still poor we can investigate this further for you.
Re: Fibre speed not as expected
13-07-2018 7:16 PM
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Re: Fibre speed not as expected
14-07-2018 10:09 AM
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Re: Fibre speed not as expected
16-07-2018 11:18 AM
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Hi.
Any luck with the further tests?
Thanks.
Chris
Re: Fibre speed not as expected
16-07-2018 4:57 PM
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Thanks for getting back to us @chrishamblin.
We are going to need to send an engineer to investigate the issue further. I have responded via your account here,
please let us know once you have updated it with your availability.
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