IP profile wrong
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IP profile wrong
12-06-2018 7:54 PM
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I've just plugged into the test socket and have a connection but very slow. Checked on BT wholesale tests and My IP profile is set to around 8mbps on the downstream.
Any ideas what can be causing the low IP profile, could the router be at fault?
Re: IP profile wrong
12-06-2018 8:16 PM - edited 12-06-2018 8:17 PM
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Added a video just to confirm what I'm looking at is actually the phone line?
https://youtu.be/uuDm9gyNuTI
Not sure where to go from here, if our line has been damaged by someone else, do we have to pay openreach to fix it???
Re: IP profile wrong
13-06-2018 9:34 AM
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Hi there,
I think it best we arrange an engineer visit.
I'm unsure if there's a physical issue with the line as tests are passing without sign of any problems but we should get that looked at.
If the line is damaged you wouldn't be liable but I'd imagine Openreach might speak to the builders if they've moved it to get their scaffold in place.
Re: IP profile wrong
13-06-2018 10:22 AM
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Thanks Adam,
I have contacted the landlord of the property who have the scaffolding up.
Its a bit bizarre that line tests are showing OK though? I'm at work at the moment so cant check but it was down this morning and last night. Do the tests show if the router has connection now? Does it show historical connections/drops?
I did notice it came up breifly last night but the IP profile has dropped massively (was around 5mbps).
I have the chance to try a friends spare router tonight, do you think its worth checking to rule out a router fault?
Kind regards,
James
Re: IP profile wrong
13-06-2018 12:40 PM
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Hi again James,
OK, that's definitely a good idea to initiate contact about the neighbouring property and also to try another router.
Even though the line appears to be wrapped around the scaffold it may not be causing an issue but I do think it's best to keep this in mind whilst we look at other issues too.
We're not actually seeing an active session at the moment, line tests are showing that the router is out of sync at present.
Here's an overview of connection logs for the past 7 days. Do the drops coincide when when the scaffold was put up?
Re: IP profile wrong
13-06-2018 1:15 PM
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Thanks Adam,
I believe the scaffolding was maybe a few days earlier then those major dropouts in that image.
I have a spare VDSL router, filter and cable at work which i'll take home and try tonight just to rule out anything inside.
If no joy, i guess it will have to be an openreach visit, access to the back where the phoneline goes in could be a little tricky as its through their property not ours.
Many thanks,
James
Re: IP profile wrong
21-06-2018 6:12 PM
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Line stats are low, can I be a pain and ask for a line test now the scaffolding is removed? Will it show if any DLM banding is in place as I'm guessing that's what's causing the low speed now?
Line Status:Connected
DSL Modulation Type:VDSL2
Annex Type:Annex A/L
Upstream Downstream
Current Rate (Kbps) 16290 7895
Max Rate (Kbps) 15395 28936
SNR Margin (dB) 4.6 21.6
Line Attenuation (dB) 34.1 26.9
Errors (Pkts) 0 0
Many thanks,
James
Re: IP profile wrong
21-06-2018 6:56 PM
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Hi @Jameseh,
I've tested your line today and I'm afraid that the line tests are still failing, with the Download Sync Speed being reported at 7.9Mbps, though as far as I can tell this doesn't appear to be down to the line being banded and could be due to a physical issue.
As this is the case we'll need to look at booking an engineer appointment to progress the fault further and to do this we'll need you to respond to the open ticket on your account with 3 timeslots in the near future that you'll be able to attend an engineer visit.
This can be done by clicking here.
I apologise for any inconvenience this may have caused you and hopefully the engineer can get down to the bottom of what's caused this issue when they fix the fault.
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