Broadband speeds

[#1]

Good morning. I am and have been for a good while, an unlimited fibre extra customer. We used to get the full 66mbps connection. I have recently noticed that although still on the same package we only receive 57 to 59 mbps with an average of 53mbps and guaranteed minimum of 47.8 mbps. quite a drop from the previous 66 mbps we were getting. Is there a reason for this?   

[#2]

Hi there @digg3r, I am sorry for the delay in picking up your post and for the issues you have experienced with your speed. I'm sorry for the inconvenience the drop has caused.

It looks like you have since been in touch with our team and a fault detected in the network with an engineer booked in.

Let us know how this goes and please just get back to me if you have any further queries in the meantime.

[#3]

Hi, The engineer has been this morning and discovered a damaged cable at the outside connection. He has repaired the damage and the connection is now stable. I have noticed that the ping has increased from 15ms before issue, 25ms with issue to 30ms+ after repair which is strange and not great as I compete in esports and ping plays a huge role in gaming stability. Is there a way in which this could be lowered? My home network is set up correctly with port forwarding and priorities set accordingly. This seems more an isp issue.

[#4]

C:\WINDOWS\system32>tracert www.bbc.co.uk

Tracing route to uk.www.bbc.co.uk.pri.bbc.co.uk [212.58.233.254]
over a maximum of 30 hops:

1 1 ms 1 ms <1 ms 192.168.0.1
2 41 ms 22 ms 22 ms 172.16.16.233
3 * 28 ms 28 ms 129.hiper04.sheff.dial.plus.net.uk [195.166.143.129]
4 29 ms 28 ms 28 ms 128.hiper04.sheff.dial.plus.net.uk [195.166.143.128]
5 28 ms 28 ms 28 ms peer2-et3-1-1.slough.ukcore.bt.net [194.72.16.204]
6 30 ms 29 ms 38 ms 195.99.126.225
7 30 ms 30 ms 31 ms ae3.cr02.thdow.bbc.co.uk [132.185.249.12]
8 * * * Request timed out.
9 49 ms 30 ms 31 ms ae2.er01.lbh.bbc.co.uk [132.185.249.7]
10 502 ms 320 ms 361 ms 132.185.252.126
11 30 ms 29 ms 29 ms 212.58.234.3
12 30 ms 30 ms 30 ms 212.58.233.254

Trace complete.

[#5]

Another trace, more stable but still twice the ping i used to have

Tracing route to uk.www.bbc.co.uk.pri.bbc.co.uk [212.58.237.254]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.0.1
2 41 ms 22 ms 27 ms 172.16.16.233
3 * * * Request timed out.
4 28 ms 28 ms 28 ms 128.hiper04.sheff.dial.plus.net.uk [195.166.143.128]
5 28 ms 28 ms 27 ms peer2-et-0-1-1.slough.ukcore.bt.net [109.159.252.116]
6 29 ms 28 ms 29 ms 195.99.126.225
7 30 ms 30 ms 30 ms ae3.cr02.thdow.bbc.co.uk [132.185.249.12]
8 30 ms 30 ms 30 ms ae1.cr02.rbsov.bbc.co.uk [132.185.254.13]
9 30 ms 29 ms 29 ms ae0.er02.telhc.bbc.co.uk [132.185.254.105]
10 31 ms 31 ms 31 ms 132.185.255.148
11 49 ms 30 ms 30 ms 212.58.238.4
12 29 ms 28 ms 29 ms 212.58.237.254

Trace complete.

[#6]

Hello @digg3r

Thanks a lot for providing us with the information above. For some strange reason, a GEA test doesn't show that the line is banded at 55Mbps, whereas an RRT - which is more accurate, especially with FTTC connections does. The banding is a symptom of a few drops that can be seen over the last few days.

Going forward, I'm going to raise a DLM reset request, which will likely be picked up on Monday, and will be actioned within the next 72 hours.

It's worth noting that interleaving is currently turned on, which is also a likely cause of higher ping times.

Let's see how we get on once the line is reset, and let us know if you have any further issues.

[#7]

Thankyou. Both things seem a straight forward fix. Hopefully the line reset will do the trick. Thankyou for your help its appreciated

[#8]

(Going forward, I'm going to raise a DLM reset request, which will likely be picked up on Monday, and will be actioned within the next 72 hours.) 

Can i ask is that 72hrs from monday or from receiving this message?and will interleaving be turned off for better ping? @LaurenB @adam945 @Gandalf 

[#9]

It'll be from today. I added Adam's request for the line reset last night to the tracker we use to collate these requests in bulk. It should be passed across to suppliers at the close of play today and actioned within 72 hours. 

Regarding interleaving, this isn't something we can turn off nor can we request to be I'm afraid.

Let us know how it goes. 

[#10]

OK thankyou, I was under the impression there was a fast path option available to customers if requested. Is this no longer the case?

[#11]

Hiya @digg3r this is not something we're able to do for an FTTC line. I'm sorry for the inconvenience caused.

[#12]

Good afternoon, Im assuming the restart has been done as my ping and speed has stabilised. But... We pay for fibre extra @66mbps but still only receiving 55mbps at max. But average 48mbps. We were getting full speed before the contract ended and now we pay more out of contract but seem to have been capped at a lower speed. Can you tell me why we are not receiving the full speed but being charged £43.40 out of contract. that is £15.51 increase for slower connection.

[#13]

Hello @digg3r

Thanks a lot for getting back to us. I've just run a test on your line and sync speeds now appear to be back where they were, coming in at around 65.32 Mbps (RRT - always a day behind). I'm keen to see the data rate on your router. If you're using our Hub, can you please log into the Hub Manager and upload a photo of your helpdesk page, making sure that you cover the account username?

[#14]

im using my own modem router

[#15]

@adam945 @Gandalf  Please see attached speed test for this AM. Latency is still higher than before and speeds lower than they were prior to end of contract. There has been "nothing" changed with regards to settings on my router. the only thing that has changed is the price of the service. 

VDSL Link	Downstream	Upstream
Connection Speed	58030 kbps	20000 kbps
Line Attenuation	14.1 db	14.0 db
Noise Margin	6.0 db	6.5 db