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House move, from good performance to shocking

jagregory
Dabbler
Posts: 15
Registered: 26-11-2009

House move, from good performance to shocking

I recently moved house. From backwater, middle-of-nowhere, Gilberdyke near Hull, to Leeds City Centre. I transferred my broadband to my new line, and in the process have gone from an 8mb line to a 4mb line, except the performance is considerably less than that. While I'm perfectly aware that contention will undoubtdly increase moving into a city centre, but the infrastructure should be noticeably better than a one horse village.
I'm absolutely appalled at the state of this. Other providers are quoting up-to 20mb in the area, and BT itself says I should get a minimum of 5mb on this line.
Ran the BT speedchecker, which reflects my findings:
Download speedachieved during the test was - 431 Kbps
For your connection, the acceptable range of speeds is 600-7150 Kbps.
Additional Information:
Your DSL Connection Rate :4192 Kbps(DOWN-STREAM), 256 Kbps(UP-STREAM)
IP Profile for your line is - 3500 Kbps
While the PlusNet line check was "inconclusive".
The speed on this line is so bad that I can't even open GMail, it times out and gives me a link to the basic HTML version "for slow internet connections". Shocking. Can't stream video, and took me over 20 minutes to download an 8mb zip last night. It's like being on dial-up again.
So I'm now in the pleasant situation of being on a seriously poor service, with a £65 charge looming if I decide to leave within the next year thanks to my house move. Seriously regret going to the effort of staying a customer, when I obviously should've just upped and left when I had the chance.
Not really sure what I expect to gain from posting this here, but I feel somebody should know about it. You never know, someone might realise my account has the "go slowly" switch turned on.
34 REPLIES
Community Gaffer
Community Gaffer
Posts: 13,236
Thanks: 971
Fixes: 82
Registered: 04-04-2007

Re: House move, from good performance to shocking

Sorry to hear you're having problems. Are you rebooting your router/modem a lot or frequently disconnecting/reconnecting? If not then something looks amiss as your line's dropping out very frequently. The following is taken from our RADIUS logs:
Session Started	Session Ended	Session Duration
18:34 26/Nov/2009 N/A   4:49:31 (on going)
09:40 26/Nov/2009 18:33 26/Nov/2009   8:53:47
06:41 26/Nov/2009 09:39 26/Nov/2009   2:57:58
05:47 26/Nov/2009 06:39 26/Nov/2009   0:51:57
03:53 26/Nov/2009 05:46 26/Nov/2009   1:53:28
23:50 25/Nov/2009 03:39 26/Nov/2009   3:49:18
23:34 25/Nov/2009 23:49 25/Nov/2009   0:15:1
23:07 25/Nov/2009 23:33 25/Nov/2009   0:26:27
22:56 25/Nov/2009 23:06 25/Nov/2009   0:9:27
22:23 25/Nov/2009 22:55 25/Nov/2009   0:32:27
20:50 25/Nov/2009 22:22 25/Nov/2009   1:31:43
20:48 25/Nov/2009 20:49 25/Nov/2009   0:1:12
20:46 25/Nov/2009 20:47 25/Nov/2009   0:1:12
20:45 25/Nov/2009 20:46 25/Nov/2009   0:0:30
20:38 25/Nov/2009 20:44 25/Nov/2009   0:6:25
20:34 25/Nov/2009 20:37 25/Nov/2009   0:3:30
20:00 25/Nov/2009 20:32 25/Nov/2009   0:32:26
19:54 25/Nov/2009 19:59 25/Nov/2009   0:5:27
19:44 25/Nov/2009 19:53 25/Nov/2009   0:8:42
18:59 25/Nov/2009 19:43 25/Nov/2009   0:44:8
18:51 25/Nov/2009 18:58 25/Nov/2009   0:7:28
17:59 25/Nov/2009 18:49 25/Nov/2009   0:50:10
22:18 24/Nov/2009 00:18 25/Nov/2009   2:0:6
22:04 24/Nov/2009 22:18 24/Nov/2009   0:14:0
21:48 24/Nov/2009 22:03 24/Nov/2009   0:14:56
20:51 24/Nov/2009 21:47 24/Nov/2009   0:56:31
19:59 24/Nov/2009 20:50 24/Nov/2009   0:50:54
19:59 24/Nov/2009 19:59 24/Nov/2009   0:0:27
19:55 24/Nov/2009 19:58 24/Nov/2009   0:3:8
19:53 24/Nov/2009 19:54 24/Nov/2009   0:1:12
19:51 24/Nov/2009 19:53 24/Nov/2009   0:1:24
19:51 24/Nov/2009 19:51 24/Nov/2009   0:0:27
19:49 24/Nov/2009 19:50 24/Nov/2009   0:1:12
19:18 24/Nov/2009 19:48 24/Nov/2009   0:30:4
18:36 24/Nov/2009 19:16 24/Nov/2009   0:40:36
18:23 24/Nov/2009 18:35 24/Nov/2009   0:12:0

You may well have an intermittent sync problem at the new address which you've misdiagnosed as a speed problem. Try disconnecting everything from the line (including anything in secondary/extension sockets) and plug your router directly into the master socket via a filter without using any extension cabling. If the problem still exists and your line continues to drop out then e might need to raise a fault to BT Wholesale.

Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵

jagregory
Dabbler
Posts: 15
Registered: 26-11-2009

Re: House move, from good performance to shocking

Thanks for the reply Bob. I didn't realise my router was doing that, I'll look into it. As far as I'm aware there's nothing else on the line, and it's plugged in using a filter, but I'll verify before making any more wild assertions. Regardless though, is this not something that should've either been noticed in the line check, or flagged as suspicious activity on my account? It seems unfortunate that I can't be made aware of this information prior to making a forum post.
Community Gaffer
Community Gaffer
Posts: 13,236
Thanks: 971
Fixes: 82
Registered: 04-04-2007

Re: House move, from good performance to shocking

Unfortunately the automated tests won't pick up on this sort of thing. I'd imagine there's some way of monitoring loss of sync via your router console though, there is with most models.

Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵

jagregory
Dabbler
Posts: 15
Registered: 26-11-2009

Re: House move, from good performance to shocking

I've checked my setup and low-and-behold I wasn't using a filter. My mistake. The speed is now at least tolerable, but it's still barely making it over 1 megabit. Still not really acceptable. I realise that lines speeds are rarely representative, but in a city centre I would expect to be able to get more than 1 megabit.
Community Veteran
Posts: 38,460
Thanks: 1,027
Fixes: 62
Registered: 15-06-2007

Re: House move, from good performance to shocking

Can you post the revised router stats.
In the first set nobody commented  on the upstream speed which indicated a major problem
Community Veteran
Posts: 3,789
Registered: 08-06-2007

Re: House move, from good performance to shocking

Quote from: jagregory
The speed is now at least tolerable, but it's still barely making it over 1 megabit. Still not really acceptable.

You'll have to wait up to 3 days for your IP Profile to increase before you see any increase in *throughput*
However, repost your router stats and we should be able to tell you whether your line is now performing optimally.
B.
jagregory
Dabbler
Posts: 15
Registered: 26-11-2009

Re: House move, from good performance to shocking

Sorry guys, I'm at work at the moment. Are you asking me to re-run the speed test? Otherwise, what stats are you asking for?
Mand
Grafter
Posts: 5,560
Thanks: 1
Registered: 05-04-2007

Re: House move, from good performance to shocking

Hi there,
A speedtest would give the basic stats needed.
Alternatively, if you logon to your router's admin page and copy downstream and upstream speed, attenuation, and noise margin.
That'll give us something to go at. Smiley
jagregory
Dabbler
Posts: 15
Registered: 26-11-2009

Re: House move, from good performance to shocking

Hi guys,
New BT speed test results:
Download speedachieved during the test was - 1418 Kbps
For your connection, the acceptable range of speeds is 600-7150 Kbps.
Additional Information:
Your DSL Connection Rate :8128 Kbps(DOWN-STREAM), 448 Kbps(UP-STREAM)
IP Profile for your line is - 7150 Kbps
And from my router:

--- DSL Information ---
DSL Driver Version:  AnnexA version - A2pB022g.d20e
DSL VPI/VCI:        0/38
DSL Status:          ShowtimeRetrain Reason: 1
DSL Mode:            G.DMT
DSL Channel:        INTR
DSL Upstream Rate:  448 Kbps
DSL Downstream Rate: 8128 Kbps
                      Down        up   
DSL Noise Margin:    10.1 dB      19.0 dB
DSL Attenuation:    31.0 dB      17.0 dB
DSL Transmit Power:  19.8 dBm    12.1 dBm

Thanks guys.
Community Veteran
Posts: 3,789
Registered: 08-06-2007

Re: House move, from good performance to shocking

In around 12 hours, the PN profile should update and you should see much better throughput. 
Nice stats though Smiley
B.
jagregory
Dabbler
Posts: 15
Registered: 26-11-2009

Re: House move, from good performance to shocking

Hey guys,
I've left it a few days now, and also moved my router to the maintenance socket as per support's recommendation. I've not seen any change at all (if anything it's got worse, but I'll write that off as contention).
Run another speed test and it reflects my feelings:

Download speedachieved during the test was - 708 Kbps
For your connection, the acceptable range of speeds is 600-7150 Kbps.
Additional Information:
Your DSL Connection Rate :7616 Kbps(DOWN-STREAM), 448 Kbps(UP-STREAM)
IP Profile for your line is - 6000 Kbps

Anybody have any thoughts? I'm getting quite annoyed at the quality of service. I'd love for it to be something stupid that I'm doing, but I get the impression it's not.
Mand
Grafter
Posts: 5,560
Thanks: 1
Registered: 05-04-2007

Re: House move, from good performance to shocking

It's not something stupid that you're doing I can assure you of that.
However, it's not something I can fix either. Your exchange is showing as red for VP capacity, which means that BTw know there are problems, and as such won't accept speed faults raised against it (as long as you're above the minimum speed of 400, which you are).
The update was due last week, so we're chasing that.
jagregory
Dabbler
Posts: 15
Registered: 26-11-2009

Re: House move, from good performance to shocking

I've noticed the exchange fix ETA has been updated to 3/12/2013. Am I seriously expected to wait four years to get an acceptable service?
Community Veteran
Posts: 26,678
Thanks: 902
Fixes: 10
Registered: 10-04-2007

Re: House move, from good performance to shocking

Quote from: Bob
Unfortunately the automated tests won't pick up on this sort of thing. I'd imagine there's some way of monitoring loss of sync via your router console though, there is with most models.

Another instance where having the recent connection events available on the portal would help.
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
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Mobile: iD mobile (£4/month)