Very Slow Fiber speed after upgrade from ADSL

[#1]

Thanks for booking the engineer. The speed is still at 5.5Mbps. Is it possible to get the banding reset. Is a fault still showing? Is it possible the a GEA test and radius test?

Also I have a mechanical bell which is filtered by the MK4 vdsl faceplate, could this cause issues when the bell rings, enough for the DLM to band my profile?

[#2]

Thanks for getting back to us @wmackay

I'm afraid we aren't able to provide a GEA test as whenever there's an engineer booked we're unable to run the test until after the engineer visit.

I've provided the RADIUS graph for you below

With regards to the profile itself it appears your line is banded however by the time we'd be able to arrange for this to be reset it would likely be the same day the engineer goes out so you'd see next to no benefit

[#3]

Thank you for the reply. Hopefully it gets resolved by the OR engineer this time. If this doesn't get resolved, is it possible to downgrade to ADSL as I was getting 3 times faster speed ( 15Mbps on ADSL compared to 5.5Mbps on FTTC)?

Also I have a mechanical bell which is filtered by the MK4 vdsl faceplate, could this cause issues when the bell rings, enough for the DLM to band my profile?

[#4]

Thanks for getting back to us @wmackay 

Due to the length of time we've been investigating and the number of engineers we've sent, I'd be happy to downgrade you to standard broadband without penalty. We'll discuss that further and cross that bridge if we come to it though.

With regards to your mechanical bell, I wouldn't have thought this would trigger DLM to band your line.

[#5]

---

@Gandalf wrote:

With regards to your mechanical bell, I wouldn't have thought this would trigger DLM to band your line.

---

@wmackay Having said that, if the next engineer doesn’t find a fault either although I’m really hoping they do, it may be worth disconnecting the mechanical bell to see if the problem goes away. 

[#6]

It is good the engineer has hopefully found the fault. It is disappointing that is has taken 5 OR engineers to discover a faulty port. Hopefully this will be resolved on Monday. Will an engineer come to the house after the port has been changed?

[#7]

Yeah it’s disappointing to see how many engineers we arranged before a fault was identified and steps put in place to fix.

Normally the engineer who goes out to repair or replace the faulty port on the back of the LLUMS case should leave you with a working service without the need for another visit. 

Fingers crossed this is sorted next week. 

[#8]

I have updated my support ticket.

[#9]

Thanks for getting back to us @wmackay I’ll pick this up when I’m in the office this afternoon. 

[#10]

I have updated my support ticket.

[#11]

Thanks @wmackay I'll pick it up soon.

As a heads up you don't need to nudge us here once you've updated the ticket if you don't want to that is.

The ticket is in my workflow and I make sure everything in there is responded to every day I'm in the office.

[#12]

I am due to downgrade to ADSL on Friday. However yesterday I was getting my cooker repaired and the power was off for about 15 minutes. Once the power came back on my speed was at 31Mbps and today it is at 33Mbps. Did the router being off for that length of time reset my profile? Or is there another reason for this? Is it possible to get a GEA test and radius test ran.

Is it possible to stop the downgrade to ADSL to see if my speed stays at this?

Attached speed test and router stats.

[#13]

Hi @wmackay It's good to see your speeds have improved yesterday. I've looked into this and it's difficult to see what caused this and if the underlying issue behind your speeds continually dropping to 6mbps is resolved.

Here's a copy of the GEA Test I've just completed:

GEA Test Detail
Circuit ID	NA	Service ID	[redacted]

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	40.0 Mbps
Upstream Speed	6.9 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	898.5
Upstream Rate Assessment	Good
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
DP Type	External
Profile Name	0.128M-6.4M Downstream, Error Protection Off - 0.128M-20M Upstream, Interleaving On
Time Stamp	2019-12-05T11:15:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	6.3 Mbps	39.9 Mbps	29.8 Mbps
Up Stream Line Rate	5.2 Mbps	20.0 Mbps	6.6 Mbps
Up Time	155.0 Sec	900.0 Sec	897.7 Sec
Retrains	0.0	5.0	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	2019-12-17T11:01:01.723+00:00	2019-12-17T11:16:01.723+00:00
Ingress Code Violation	0	0
Egress Code Violation	0	0
Errored Seconds	0	0
Severely Errored Seconds	0	0
Unavailable Seconds	0	0

The Profile Name shown above is a bit out of date, I've checked the profile on a different system and it's showing as of yesterday your profile moved from 6.4mbps to 40mbps.

Here's also a copy of your connection going back 7 days:

What may be helpful is to look at the speed change history (I've attached below), these are the times we've received a notification our suppliers to advise your sync speed had changed.

They more or less match up to the drops above, although I'd bear in mind that these notifications often come through some time after the actual sync speed changes.

Provisioned			Provided
Date	BT Product	Speed	Contention	Speed	Profile	Event
2019-12-16 11:09:17	WBC FTTC Annex A 10Mbit/s, Standard Stability	40000		38400	Generic Speed 38400 No Time Out	Speed update by Delta Report
2019-12-13 07:53:44	WBC FTTC Annex A 10Mbit/s, Standard Stability	40000		6100	Generic Speed 6100 No Time Out	Speed update by Delta Report
2019-12-11 21:46:00	WBC FTTC Annex A 10Mbit/s, Standard Stability	40000		38400	Generic Speed 38400 No Time Out	Speed update by Delta Report
2019-12-10 04:21:33	WBC FTTC Annex A 10Mbit/s, Standard Stability	40000		6100	Generic Speed 6100 No Time Out	Speed update by Delta Report
2019-12-06 19:06:44	WBC FTTC Annex A 10Mbit/s, Standard Stability	40000		38400	Generic Speed 38400 No Time Out	Speed update by Delta Report

I've cancelled the product change to standard broadband on your account and with our suppliers now, I'd be able to re-submit it if you'd want me to though.

[#14]

My speed is back down to 5.8Mbps this morning. Can I go ahead with the downgrade?

[#15]

Hi @wmackay I'm sorry to see your speeds have dropped. I've arranged this now and I'll confirm when your service will downgrade within the next 24 hours.