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Severe speed drop in FTTC connection

dfects
Grafter
Posts: 55
Registered: ‎23-09-2013

Severe speed drop in FTTC connection

‎11-08-2020 6:45 PM

Hiya,

Our connection has been stable around the 35mb mark for the last year or so. A few days ago, it dropped down to just under 30mb, but today its just disconnected and dropped to a whopping 9.91 Mbps sync rate ☹

 

There are two people in the household who use the connection to work from home, so this is going to cause some issues for us.

 

Our current sync details:

7.08 Mbps / 9.91 Mbps

7203 / 15653

7.5 dB / 8.3 dB

43.9 dB

26.5 dB / 43.9 dB

 

Its normally more like this:

7.74 Mbps / 37.09 Mbps

7739 / 37560

6.4 dB / 3.1 dB

42.7 dB

25.8 dB / 42.7 dB

 

 Most recent connection log:


16:40:58, 11 Aug.

ppp1:The WAN DHCPv6 Client Process has successfully been launched on Vlan 36

16:40:58, 11 Aug.

ppp1:The WAN DHCPv6 Client Process has successfully been terminated on Vlan 36

16:40:53, 11 Aug.

ppp1:TR69 connectivity to (pbthdm.bt.mo) has been closed

16:40:52, 11 Aug.

ppp1:TR69 connectivity to (pbthdm.bt.mo) has been initiated

16:40:52, 11 Aug.

ppp1:TR69 receiving InformResponse message

16:40:52, 11 Aug.

ppp1:TR69 event found : 4 VALUE CHANGE

16:40:51, 11 Aug.

ppp1:TR69 sending Inform message

16:40:50, 11 Aug.

ppp1:TR69 event found : 4 VALUE CHANGE

16:40:50, 11 Aug.

ppp1:TR69 sending Inform message

16:40:49, 11 Aug.

ppp1:TR69 creating new session with ACS

16:40:44, 11 Aug.

ppp1:The WAN DHCPv6 Client Process has successfully been launched on Vlan 36

16:40:44, 11 Aug.

ppp1:The WAN DHCPv6 Client Process has successfully been terminated on Vlan 36

16:40:44, 11 Aug.

ppp1:WAN DHCPv6 Mode : Statefull

16:40:44, 11 Aug.

:WAN: SENSING AUTO VDSL

16:40:44, 11 Aug.

ppp1:The WAN DHCPv6 Client Process has successfully been launched on Vlan 36

16:40:43, 11 Aug.

ppp1:New DYN ROUTE is added xxxxxxxxxgw xxxxxxxxx]

16:40:43, 11 Aug.

ppp1:New DYN ROUTE is added [xxxxxxxxx gw xxxxxxxxx]

16:40:43, 11 Aug.

ppp1:PPP: PPP INFO xxxxxxxxx,xxxxxxxxx

16:40:43, 11 Aug.

ppp:PPP: IPCP_NAK

16:40:43, 11 Aug.

ppp:PPP: CHAP_SUCCESS

16:40:43, 11 Aug.

ppp:PPP: CHAP_RESPONSE

16:40:43, 11 Aug.

ppp:PPP: LCP_GOOD_ACK

16:40:43, 11 Aug.

ppp:PPP: LCP_REQUEST

16:40:43, 11 Aug.

:PPPoE error: timeout

16:40:27, 11 Aug.

:PPPoE error: timeout

16:40:19, 11 Aug.

:PPPoE error: timeout

16:40:15, 11 Aug.

:PPPoE error: timeout

16:40:10, 11 Aug.

ptm0.101:VLAN VLAN_DATA connected

16:40:10, 11 Aug.

:connection ATM_TV disconnected.[ERROR_USER_DISCONNECT]

16:40:10, 11 Aug.

:connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]

16:40:10, 11 Aug.

dsl:VDSL link Up: Down Rate=9523Kbps, Up Rate=7083Kbps, SNR Margin Down=0.00dB, SNR Margin Up=3.00dB

16:39:39, 11 Aug.

:VLAN VLAN_DATA disconnected

16:39:37, 11 Aug.

:Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)

16:39:37, 11 Aug.

BR_LAN:The LAN DHCPv6 Server is active

16:39:37, 11 Aug.

ppp1:The DYN ROUTE [xxxxxxxxx gw xxxxxxxxx] is deleted

16:39:37, 11 Aug.

ppp1:The DYN ROUTE [xxxxxxxxx gw xxxxxxxxx] is deleted

16:39:37, 11 Aug.

BR_LAN:The LAN DHCPv6 Server is inactive

16:39:36, 11 Aug.

ppp1:The WAN DHCPv6 Client Process has successfully been terminated on Vlan 36

16:39:35, 11 Aug.

dsl:VDSL Link Down: duration was 157722 seconds
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Mustrum
Community Veteran
Posts: 3,559
Thanks: 1,056
Fixes: 77
Registered: ‎13-08-2015

Re: Severe speed drop in FTTC connection

‎11-08-2020 7:19 PM

Is your phone line working?

You won't get the best speeds unless your phone is working and the line quiet.

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dfects
Grafter
Posts: 55
Registered: ‎23-09-2013

Re: Severe speed drop in FTTC connection

‎11-08-2020 7:29 PM

Phone line is fine I think. Tried a quiet line test and no obvious pops, crackles static etc. Maybe a tiny faint hiss but it's super hard to hear and may be the handset.
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dfects
Grafter
Posts: 55
Registered: ‎23-09-2013

Re: Severe speed drop in FTTC connection

‎12-08-2020 8:58 AM

Had another drop last night. Despite it being synced at 16mb down, I'm stuggling to see 7mb in a speed test. Much less than the 20mb+ guaranteed when signing up ☹. I did some BT wholesale speed tests last night. We also have no extensions wired up and none of the equipment has been moved in months. This just seemed to start out the blue.

 

0 Days, 10 Hours 34 Minutes 1 Seconds

7.76 Mbps / 16.02 Mbps

7765 / 14747

6.9 dB / 1.8 dB

42.8 dB

26.3 dB / 42.8 dB

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dfects
Grafter
Posts: 55
Registered: ‎23-09-2013

Re: Severe speed drop in FTTC connection

‎12-08-2020 12:12 PM

Only just noticed the sticky saying to post wholesale speed test results, so here it is. Uploads faster than Download, thats a new one for me. This test was done with only one machine connected.

BIg drop from the 35mb we normally get ☹ have submitted a fault.

 

btwholesale.png

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dfects
Grafter
Posts: 55
Registered: ‎23-09-2013

Re: Severe speed drop in FTTC connection

‎23-08-2020 1:21 AM - edited ‎23-08-2020 1:27 AM

I've tried the test socket as asked by plusnet, pretty much no change at all. Its crept close to 19mbps sync and about 17.7mbps in bts speed tests but below the 20.2mbps promised and well short of the 30+ mbps we've had for years now ☹

 

The GEA report states "Impairment in copper joint detected most likely close to customer premises. Please continue to submit a trouble report.". We have no extension sockets wired in, just one master socket fed from the cable entry on the opposite side of the wall. This all started about 2 days after a neighbour moved out, beginning to think a cable was disturbed when they were disconnected.

 

I've been awaiting a reply about an engineers visit for a while now, but noticed an update on the ticket stating "The broadband fault has been closed by the supplier. Should problems re-occur, please restart the Broadband Fault Checker".

 

The status says "Awaiting support team answer"... Not sure if the tickets closed or what now? Do I add another comment?

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dws1900
Aspiring Pro
Posts: 407
Thanks: 51
Fixes: 2
Registered: ‎17-09-2018

Re: Severe speed drop in FTTC connection

‎24-08-2020 6:27 PM

Re open the ticket, request the report from the supplier to see if they actually cleared the fault, request another GEA to check the line is back to what it was.

Feel free to post GEA's here for further advice.

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dfects
Grafter
Posts: 55
Registered: ‎23-09-2013

Re: Severe speed drop in FTTC connection

‎24-08-2020 6:46 PM - edited ‎24-08-2020 6:48 PM

@dws1900 wrote:

Re open the ticket, request the report from the supplier to see if they actually cleared the fault, request another GEA to check the line is back to what it was.

Feel free to post GEA's here for further advice.

I think its still open, it says "Awaiting support team answer" and I still have a close link? Not sure if replying to it now after waiting 6 days will drop it to the back of the queue or something? I get the feeling it just timed out as its been 10 days and they closed it at 1:54am on Saturday apparently.

Here is the GEA test results from the 18th. The only thing left I can try is a different hub/router (tried test socket and a different adsl cable), is that worth doing? Bit worried it'll make the issue worse. Has been synced for 5 days now.

 

Test Outcome Fail
Test Outcome Code GTC_FTTC_SERVICE_1624
Description Impairment in copper joint detected most likely close to customer premises. Please continue to submit a trouble report.
Main Fault Location CA
Sync Status In Sync
Downstream Speed 17.1 Mbps
Upstream Speed 7.9 Mbps
Appointment Required Y
Fault Report Advised Y
NTE Power Status PowerOn
Voice Line Test Result Pass
Radio Frequency Ingress Detected
Repetitive Electrical Impulse Noise Not Detected
Cross Talk Detected
Estimated Line Length In Metres 983.8
Upstream Rate Assessment Very Good
Downstream Rate Assessment Low
Home Wiring Problem Not Detected
Downstream Policing Discard Rate 0.0
Customer Traffic Level Upstream and Downstream traffic detected
Technology VDSL
Current 15Min Bin Retrains 0
Last 15Min Bin Retrains 0
DP Type External
Profile Name 0.128M-40M Downstream 3dB, Retransmission High - 0.128M-10M Upstream, Retransmission Low
Time Stamp 2020-08-05T13:00:00
Parameters MIN MAX AVG
Down Stream Line Rate 9.9 Mbps 34.7 Mbps 24.4 Mbps
Up Stream Line Rate 7.0 Mbps 8.0 Mbps 7.8 Mbps
Up Time 2.0 Sec 900.0 Sec 876.2 Sec
Retrains 0.0 2.0 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 2020-08-18T11:38:50Z 2020-08-18T11:53:50Z
Ingress Code Violation 0 0
Egress Code Violation 0 0
Errored Seconds 0 0
Severely Errored Seconds 0 0
Unavailable Seconds 0 0
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dws1900
Aspiring Pro
Posts: 407
Thanks: 51
Fixes: 2
Registered: ‎17-09-2018

Re: Severe speed drop in FTTC connection

‎24-08-2020 7:10 PM

Quite a few nasty issues with the line.

Need another GEA to compare.

Add a reply to the ticket will keep it open.

Then we can see if it is fixed correctly, if it is then the issue can be explored further.

 

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dfects
Grafter
Posts: 55
Registered: ‎23-09-2013

Re: Severe speed drop in FTTC connection

‎25-08-2020 10:48 AM

Thanks. I have added another comment to the ticket. It has been 14 days since I first reported the issue, only one reply from a person so far on the ticket 🙁 I know with the pandemic there is a lot of extra stress on support staff though. Hoping to get a reply sometime soon.

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