Very Slow Fiber speed after upgrade from ADSL
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- Re: Very Slow Fiber speed after upgrade from ADSL
Re: Very Slow Fiber speed after upgrade from ADSL
04-11-2019 9:17 AM
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When the engineer came on Friday, he initially though it the fault was cause by corrosion on the line and would be testing outside. After a couple of hours he came back saying there was no fault on the line and it was caused by "low voltage interference". The line was reset and my speed was back to 30+Mbps after he left. By the next morning (Saturday) my speed was back to 5.5Mbps.
What is the way ahead, as this is unacceptable? I had 15Mbps on ADSL before I "upgraded" to FTTC. An "upgrade" to 3 times slower!!
Re: Very Slow Fiber speed after upgrade from ADSL
04-11-2019 10:52 AM
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Thanks for getting back to us @wmackay.
On re-testing the line we're again not showing any sort of issue, with our diagnostics detecting the speed as being the full 40mbps.
However, as you're still experiencing issues, I've rejected Openreach's report that the fault has been cleared and we now await their update which we'd expect within the next 3 working days.
We appreciate your patience in this matter.
Re: Very Slow Fiber speed after upgrade from ADSL
04-11-2019 11:44 AM
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Does the OpenReach report say they fixed anything or just that initially there was a fault and then after 2 hours of testing it had gone?
I will try to post detailed router stats tonight. I seens OpenReach reset the DLM and then over the it kicks in and bands me to 6Mbps.
Re: Very Slow Fiber speed after upgrade from ADSL
04-11-2019 3:49 PM
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Thanks for getting back to us @wmackay
I'm sorry to see you've been experiencing intermittently dropping speeds. I've reviewed the fault and I can see the three engineers we've sent have not left any notes, with the last two engineers clearing the fault report as no fault found.
It does look like the engineer carried out a DLM reset which improved your speeds although I'm not confident that we've found and fixed the root cause for the problem so while I hope not, it's likely your speeds may drop down again.
At this stage I'd recommend monitoring this and if you continue to experience frequent drops in your speed, could you let us know and we'll raise an escalation with Openreach before another engineer visit.
The escalation will be to request a multi-skilled engineer is assigned to carry out a thorough investigation and all quality checks in an effort to get to the bottom of the fault that's causing your intermittent speeds and connection.
Apologies for the inconvenience this causes.
Re: Very Slow Fiber speed after upgrade from ADSL
04-11-2019 9:01 PM
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The speed has come back up today to 30+Mbps and SNR margin down to 9.8.
Yeah the DLM reset brings the speed back up but I don't believe the root cause as been fixed.
I will keep monitoring and let you know when the speed comes back down.
Thank you for raising an escalation. Hopefully that will get to the bottom of it.
Re: Very Slow Fiber speed after upgrade from ADSL
04-11-2019 9:04 PM
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Just realised I uploaded the wrong stats.
Re: Very Slow Fiber speed after upgrade from ADSL
04-11-2019 11:16 PM - edited 04-11-2019 11:18 PM
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No problem @wmackay Speeds are looking good, hopefully they'll just stay that way.
I've not raised an escalation yet but I'd be happy to if the problem returns. To raise an escalation with Openreach there'd need to be an open fault which generally means there'd need to be an engineer booked in as this opens a fault. Faults are normally auto-closed with Openreach following an engineer visit unless the engineer identifies further work is required.
Re: Very Slow Fiber speed after upgrade from ADSL
07-11-2019 11:01 AM
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The speed off my broadband as been unstable;
Monday PM 25Mbps
Tuesday 5.9Mbps
Wednesday 5.9Mbps
Thursday 7th 18Mbps
So there is still a fault. Is anything showing on your end? Can I get an engineer booked and get this escalated?
Re: Very Slow Fiber speed after upgrade from ADSL
07-11-2019 2:46 PM
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Thanks for getting back to us @wmackay
I'm sorry to see you're still experiencing speed problems.
If you can add a reply to your fault ticket Here with your availability for an engineer visit, dropping us a reply once here once you've responded we'll get the engineer booked in and the fault escalated. When providing availability, I'd start from next week as this will allow our suppliers escalation team time to escalate this with the engineers on the ground.
Re: Very Slow Fiber speed after upgrade from ADSL
07-11-2019 8:14 PM
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Re: Very Slow Fiber speed after upgrade from ADSL
08-11-2019 11:16 AM
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Re: Very Slow Fiber speed after upgrade from ADSL
12-11-2019 5:58 PM
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Re: Very Slow Fiber speed after upgrade from ADSL
12-11-2019 8:05 PM
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Thanks for getting back to us @wmackay
I've looked into this for you and I don't believe the slow throughput is due to the router being faulty. On Monday afternoon the profile on your account changed to 6mbps to reflect your sync speed dropping about then.
Looks like the sync speed improved when the engineer was around but the profile was still stuck at that level. I've increased the profile now, can you reboot your router letting us know how your speed looks?
If you continue to experience intermittent speed problems, then we'll need to arrange another engineer, making our suppliers escalation team aware this is an intermittent sync speed issue as opposed to throughput.
Re: Very Slow Fiber speed after upgrade from ADSL
13-11-2019 10:45 AM
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I rebooted the router last night and had 37Mbps. Very disappointing it is back to 5.9Mbps this morning. What is the way ahead with this?
Re: Very Slow Fiber speed after upgrade from ADSL
13-11-2019 2:48 PM
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Thanks for getting back to us @wmackay
I'm sorry to see your speeds have dropped again. Unfortunately as your line speed hasn't recovered by itself, there'd be nothing we'd be able to do in the meantime to bring your speeds back up.
To investigate further, I'm afraid we'd need to arrange another engineer visit. Could you reply to your ticket 195564529 with when you'd be free for this? If possible I'd start from next week to allow time for our suppliers escalation team to escalate this with the engineers on the ground. Apologies for the inconvenience this causes.
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