Very patchy service recently, can anyone help please?
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Very patchy service recently, can anyone help please?
16-11-2019 2:52 PM
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Hi, I'm hoping someone can help me, for the past few weeks our internet seems to be very hit and miss, games on Xbox one constantly glitching, Smart TV connection flicking on and off and red rings on the Amazon Echo. Unfortunately I'm useless with all the technical terms but I've tried a few things like changing the Wifi channel, resetting the router, changing the name of one of the frequencies and although we seemed to see a slight improvement for a couple of days it's back to being awful again today. Xbox one is usually connected to the hub via ethernet, have swapped that to Wifi today but if anything the lag is worse. Hoping there's an easy solution to this? Thanks
Re: Very patchy service recently, can anyone help please?
on 17-11-2019 12:00 PM - last edited on 17-11-2019 2:39 PM by Strat
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Hi @misshal,
I'm sorry that you're experiencing problems with your connection and for any inconvenience that this is causing you. Thank you for confirming that this is affecting both ethernet and wireless connections and that you have tried some troubleshooting steps.
I've tested your line but the test hasn't picked up the cause of this from here and indicates that the line is currently syncing at 73.7mbps, which is within the estimates. As this is the case, we'll need to do some further troubleshooting to try and get to the bottom of this. I'd recommend starting with basic checks here. If these checks don't resolve the problem, the next step would be to connect your router directly to the test socket, which is under the faceplate of your master socket and seeing if the connection stabilises. This rules out internal wiring, face plates and extension sockets as being the cause. Please see the following guide for instructions on how to connect to the test socket.
Please let us know how you get on.
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 | 73.7 Mbps | ||||
Upstream Speed | 18.9 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 | 239.6 | ||||
Upstream Rate Assessment | Low | ||||
Downstream Rate Assessment | Reasonable | ||||
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 | ||||
Current 15Min Bin Retrains | 0 | ||||
Last 15Min Bin Retrains | 0 | ||||
DP Type | External | ||||
Profile Name | 0.128M-80M Downstream 3dB, Retransmission Low - 0.128M-20M Upstream, Error Protection Off | ||||
Time Stamp | 2019-11-04T12:00:00 |
Parameters | MIN | MAX | AVG |
Down Stream Line Rate | 73.7 Mbps | 74.0 Mbps | 73.9 Mbps |
Up Stream Line Rate | 18.5 Mbps | 19.0 Mbps | 18.9 Mbps |
Up Time | 766.0 Sec | 900.0 Sec | 899.6 Sec |
Retrains | 0.0 | 1.0 | 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 | 2019-11-17T11:28:21Z | 2019-11-17T11:43:21Z |
Ingress Code Violation | 1 | 2 |
Egress Code Violation | 0 | 0 |
Errored Seconds | 0 | 0 |
Severely Errored Seconds | 0 | 0 |
Unavailable Seconds | 0 | 0 |
Moderator's note by Dick (Strat): Excessive white space removed.
Re: Very patchy service recently, can anyone help please?
11-12-2019 6:29 PM
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Just to check should I have a microfilter plugged into the test socket, and then plug the router into that? As that seems to be the impression I get from the guides. It's a double master socket. If not I've no idea which cable I'm supposed to use to connect the router to it?
Re: Very patchy service recently, can anyone help please?
11-12-2019 7:29 PM
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So the microfilter into the test socket, with the router plugged in there is the correct thing to do. I wonder when you're advising issues with gaming is this a particular game, or games, and on a particular device?
It's worth adding that this is your line's visual usage calculator from the beginning of the month (today's will be way behind so I'd ignore it). It's fine and nothing to worry about but I wonder if part of the lag is being experienced during times of heavy traffic. In which case if it is particular games (specifically online games) it might be worth opening relevant ports to the particular gaming servers etc, to see if this makes any difference.
It might also be worth running a broadband quality monitor to visualise your connection from your end.
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