ip profile wrong

[#1]

THe Broadband speed dropped again  7th November to the figure below, This is happening now on a monthly basis, is it possible to fix this issues.

[#2]

[#3]

Hey @smilers63,

Thanks for getting back in touch with us.

Sorry to see you are experiencing speed issues again and I apologise for the frustration caused.

I've ran a couple of remote tests over your service and everything looks spot on apart from the speed which is syncing at 22.4mbps. Could you get connected into the test socket and run a wired speed test and post the results here? I can see a faults ticket has been raised already in regards to this by you, this will be picked up shortly by our faults team.

Thanks.

[#4]

Thank you for your reply maddy, I have checked it on the test socket and rebooted router etc and still get the same results.

[#5]

here's my results

[#6]

[#7]

ROUTER STATS. look at download  rate compared to possible maximum download stream. also download SNR 12.1 at 34 Mbs be 6.1.

[#8]

Hey there @smilers63,

Thanks for performing those tests, I've updated your ongoing faults ticket now with further information. Please give us a nudge once you've replied.

Thank you.

[#9]

Thank-you Maddy, I have replied with," I accept" and three time slots for availability.

[#10]

@Mads It looks like a banded downstream speed to me, maybe a DLM reset could be tried before the hassle of an engineer visit.

[#11]

@smilers63,

As @RealAleMadrid has advised this line is actually banded which is restricting your speeds. Before we book an engineer we're sending it off to be reset as part of a trial system we're subscribed to. Our bulk list has been sent off for today so it's been added to tomorrows list and will take 24 hours from tomorrow afternoon for the reset to complete. 

We'll then see if this makes any difference to your service, if not we'll move to book an engineer for you. 

[#12]

I agree with you RealAleMadrid in thinking this is a downstream banding problem. However as this appears to happen frequently over the last few months what is causing the banding . On previous engineers visits the engineer usually reset the dsm at the cabinet before visiting my premises, therefore everything checks out  fine again and I will have a download speed of 35Mbs which drops again after 2 to 3 weeks.

[#13]

Good afternoon JOLO,

    thanks for your reply, has the reset been activated ? . There is no difference at this end.

[#14]

Hey @smilers63,

The reset looks to have gone through, but I can't see the live profile. I'll check with @MatthewWheeler tomorrow (who has access to a live brag system) and we'll let you know first thing. The sync is still low, though so if it has updated then we'll progress down that fault route as we're still within the slots you chose, so we'll book that and update you then too.  

[#15]

@JOLO The reset has very obviously not happened because there is no change to the sync speed. I would also like to know what a live brag system is, sounds interesting.😁