Fibre speed not as expected

[#1]

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.

[#2]

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

[#3]

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.

[#4]

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.

[#5]

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.

[#6]

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

[#7]

Thanks, interesting that those estimates are different from the member centre ???.
Anyhow, your line is most certainly underperforming, hopefully that can get resolved with the fault you've raised.

[#8]

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.

[#9]

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.

[#10]

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.

[#11]

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.

[#12]

Hi @EmilyD

The router is now plugged into the test socket.

Chris

[#13]

Thanks.

We'll get this investigated and update your fault shortly.

[#14]

Hi.

Any luck with the further tests?

Thanks.

Chris

[#15]

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.