Very Slow Fiber speed after upgrade from ADSL

[#1]

I will check my diary and update the ticket. Is it possible to get a replacement router as that is what the openreach engineer diagnosed the problem as? If three different engineers can't find a fault is it not possible the is with the router?

[#2]

Thanks for getting back to me @wmackay 

I don't really believe the router is proven to be faulty as the throughput issues you've had while the engineer was around would've been due to the profile on your account set at an old sync rate.

Having said that as you've had 3 engineers it's probably a good idea to rule the router out so I've ordered you a new router now which you should receive within the next few days. Let us know how it goes once you've got it.

[#3]

Thank you for sending out a new router. I will let you know how I get on with it.

[#4]

No problem. Fingers crossed it fixes the problem.

[#5]

I've connected the new router. Is it possible to reset my profile

[#6]

Hey @wmackay,

Thanks for getting back to us.

I've now changed some settings to reflect the product you are on from our side, it should occur within the next 24 hours.

Thanks.

[#7]

Morning @wmackay Unfortunately the changes my colleague made reverted back to a speed of 6mbps about 5 minutes later because your line physically dropped sync to a speed of around 6mbps.

While testing your line now is showing it in sync at 40mbps and I've increased the profile again to reflect this, I'm afraid we'll need to arrange another engineer to investigate further. Could you reply to your support ticket 195564529?

[#8]

I have rebooted my router and currently getting 35Mbps. Do I still need to get an engineer visit or is it best to wait and see if the speed stays up?

[#9]

Hi @wmackay That's good to see, at this stage it's probably worth waiting to see how it goes.

Fingers crossed it stays up at around 35mbps.

[#10]

My internet connection has stayed stable and speed above 30+Mbps since the new router has been connected. Is it possible to get a GEA test and Radius test ran?

What do you want done with the old router?

[#11]

Thanks for getting back to us @wmackay.

I've provided a Visual RADIUS graph for you below

As you can see unfortunately your connection is still quite intermittent. I've provided a copy of the GEA test below

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	883.5
Upstream Rate Assessment	Good
Downstream Rate Assessment	Very Good
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-40M Downstream, Error Protection Off - 0.128M-10M Upstream, Error Protection Off
Time Stamp	2019-11-12T10:15:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	6.4 Mbps	39.9 Mbps	26.8 Mbps
Up Stream Line Rate	5.8 Mbps	6.9 Mbps	6.4 Mbps
Up Time	221.0 Sec	900.0 Sec	896.8 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	2019-11-23T19:00:24.686+00:00	2019-11-23T19:15:24.686+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

I'm afraid the only way we can proceed at this point is to arrange another engineer visit as per the last update @Gandalf

[#12]

I had an issue where every time the phone rang it caused the router to disconnect and during a call, there was noise on the line. On Saturday I disconnected the VDSL faceplate and fitted the filter to the test socket and the issue went away. I reconnected the faceplate and the issue stayed away. I don't know if the faceplate wasn't fully home in the master socket. I think this was the cause of the multiple disconnects as this was a new issue. However with the disconnects from testing the filter and faceplate around midday on Saturday, this was enough for DLM to kick in overnight and band me to 6Mbps. Is it possible to get this reset once last time to see if this issue was caused by a possible loose faceplate before getting an engineer out?

[#13]

Thanks for getting back to us @wmackay 

Our tests aren't showing any banding on your line for us to be able to submit a DLM reset. We can see your router physically in sync at 6.4mbps and a fault has been detected too. I've attached our testing below:

GEA Test Detail
Circuit ID	NA	Service ID	[redacted]

Test Outcome	Fail
Test Outcome Code	GTC_FTTC_SERVICE_1625
Description	Impairment in copper joint detected most likely in local network. Please continue to submit a trouble report
Main Fault Location	CE
Sync Status	In Sync
Downstream Speed	6.4 Mbps
Upstream Speed	6.1 Mbps
Appointment Required	Y
Fault Report Advised	Y
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	883.5
Upstream Rate Assessment	Reasonable
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
DP Type	External
Profile Name	0.128M-40M Downstream, Error Protection Off - 0.128M-10M Upstream, Error Protection Off
Time Stamp	2019-11-12T10:15:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	6.4 Mbps	39.9 Mbps	25.0 Mbps
Up Stream Line Rate	5.8 Mbps	6.9 Mbps	6.4 Mbps
Up Time	221.0 Sec	900.0 Sec	897.1 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	2019-11-25T14:00:26.240+00:00	2019-11-25T14:15:26.240+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

[#14]

I have updated the support ticket with times for engineer visit.

[#15]

Thanks @wmackay I'll respond shortly