New customer: Streaming a nightmare
Hi,
I'm a new customer, and download speed seems a fair bit slower that I had on my previous BT Infinity line, but more annoyingly the quality of service seems poor. I use Skype for Business a lot when working from home and it is unusable. Streaming youtube seems poor too.
Running a PingPlotter trace - I can see very high jitter, >35ms and quite a lot of latency blips.
I remember when I went to BT last time around I had a similar issue and eventually second (or third!) line support did some digging and fixed the problem. Not sure what they did 
Any ideas?
At the moment the support staff are just taking me through the basic problem solving, but I dont think it is any of the basics.
Have the same issue on wifi and ethernet connections.
Thanks for any help!
Hi @lummac,
I'm sorry to hear that you've been experiencing problems with your connection since moving over to us. I've tested your line but the test hasn't picked up the cause of this issue:
| GEA Test Detail | |||
| Circuit ID | NA | Service ID | BBEUXXXXXXXX |
| 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 | 74.8 Mbps | ||||
| Upstream Speed | 16.6 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 | 520.5 | ||||
| Upstream Rate Assessment | Reasonable | ||||
| Downstream Rate Assessment | Very Good | ||||
| Interference Pattern | Not Detected | ||||
| Service Impact | No Impact Observed | ||||
| 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-80M Downstream 3dB, Retransmission High - 0.128M-20M Upstream, Error Protection Off | ||||
| Time Stamp | 2018-08-11T11:45:00 | ||||
| Parameters | MIN | MAX | AVG |
| Down Stream Line Rate | 53.3 Mbps | 74.9 Mbps | 68.1 Mbps |
| Up Stream Line Rate | 15.9 Mbps | 17.6 Mbps | 16.6 Mbps |
| Up Time | 629.0 Sec | 900.0 Sec | 898.7 Sec |
| Retrains | 0.0 | 4.0 | 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 | 2018-08-24T10:23:47Z | 2018-08-24T10:38:47Z |
| Ingress Code Violation | 1 | 1 |
| Egress Code Violation | 0 | 0 |
| Errored Seconds | 0 | 0 |
| Severely Errored Seconds | 0 | 0 |
| Unavailable Seconds | 0 | 0 |
From what you've said it sounds like you have already been through the troubleshooting steps here but, if not, I would recommend these as the next step. If the troubleshooting checks don't resolve the issue, please report it here and let us know when you've completed it - we'll then be able to progress this further for you.
