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Standard User hope101
(newbie) Wed 19-Jan-11 21:35:58
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After re-syncs no recovery in Connection Speed


[link to this post]
 
Any advice much appreciated. Out of the blue after stable connection for last 18 months at around 12Meg level on Bt Broadband last week during heavy rain BT Hub disconnected then Re-sync'd the broadband connection about 4 times in an hour, each time at a lower connection rate. Last 4 days have ran bt speedtester no recovery to old level latest :
Download 1156 kps
DSL Connection Rate 2271 kps D/s 1092 kps U/s
IP Profile 1750 kps.

Called BT Broadband help but they put a fault request out to BT Wholesale, who after 2 days came back and said there was no problem the connection rate is 2200 KPS...I knew that all along and 2200kps IS the problem .They subsequently closed the issue as no fault ! After calling to see that I was satisfied ...I'm Not ! Bt call centre have not re-opened.

How do I get through to the call centre what the issue is ? Is their a good way of escalating ?

If it helps my hub stats are :
Downstream 2,271 Kbps
Upstream 1,092 Kbps


ADSL Settings
VPI/VCI 0/38
Type PPPoA
Modulation G.992.5 Annex A
Latency type Interleaved
Noise margin (Down/Up) 25.7 dB / 6.4 dB
Line attenuation (Down/Up) 26.1 dB / 10.6 dB
Output power (Down/Up) 8.2 dBm / 1.6 dBm
Loss of Framing (Local/Remote) 0 / 0
Loss of Signal (Local/Remote) 0 / 0
Loss of Power (Local/Remote) 0 / 0
FEC Errors (Down/Up) 45 / 1
CRC Errors (Down/Up) 0 / 2
HEC Errors (Down/Up) 0 / 0
Error Seconds (Local/Remote) 0 / 2

and I am 1.6km from the local BT exchange

Thanks to anyone who can give me some pointers
Standard User RobertoS
(sensei) Wed 19-Jan-11 23:29:47
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Re: After re-syncs no recovery in Connection Speed


[re: hope101] [link to this post]
 
First, have you disconnected and reconnected it yourself since all that happened? If you haven't, then turn the router off for a couple of minutes, then back on.

My broadband basic info/help site - www.robertos.me.uk
My domains,website and mail hosting - Tsohost. Internet connection - O2 Standard.
Standard User hope101
(newbie) Thu 20-Jan-11 20:13:57
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Re: After re-syncs no recovery in Connection Speed


[re: RobertoS] [link to this post]
 
Many thanks for the suggestion, unfortunatly just re-sync at the exact same level 2.2meg after a full power down


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Standard User BP1
(committed) Fri 21-Jan-11 18:06:53
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Re: After re-syncs no recovery in Connection Speed


[re: hope101] [link to this post]
 
Your downstream noise margin is very high hence the low sync,
As long as you are sure that the problem is not your own internal wiring or equipment then tell BT that the problem has only recently occured and that you are not happy.
I note you are are on ADSL2+.

We recently were upgraded onto the ADSL2+ and had problems from day one. It took 4 visits before it got soughted. Our problem at the end was BT;s exchange equipment and the DLM capping our line for no reason.
Just be polite and if your connection does not improve keep telling them your not happy.
The last engineer to visit us told me that they have had software problems with the exchange equipment on the CN21 product on some lines.
And finally when they call you back after 24hrs for an update and to close the ticket just tell them that you would like to keep it open for 5 days for yourself to monitor. Only when you are happy call them to close the ticket.

Your 2.2M sync is very similar to what i was experiencing when my line was being capped by the BT equipment for no apparent reason. Dont be fobbed off remind them that you had a 12meg sync for 18 months prior to this recent problem.

Regards

BP1

BTBroadband

"When everything's coming your way, you're in the wrong lane"

Edited by BP1 (Fri 21-Jan-11 18:14:17)

ISP Representative BT_Care
(isp) Sat 22-Jan-11 09:49:08
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Re: After re-syncs no recovery in Connection Speed


[re: BP1] [link to this post]
 
Hi Hope101,

If you connection has been stable for over 4-5 days you should have seen your sync speed and profile recover by now. If you drop me an email with your BT account details and a link to this thread, I will look into this for you. My email address is btcare@bt.com

Thanks

Paddy,
The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
Standard User BP1
(committed) Sat 22-Jan-11 11:05:02
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Re: After re-syncs no recovery in Connection Speed


[re: hope101] [link to this post]
 
Hope101

BT_Care seems to want to help you.
They have replied to my post addressing their offer for help to you.
Any how take up their offer . They have helped quite a few here and hopefully your connection problems will be fixed

Regards

BP1

BTBroadband

"When everything's coming your way, you're in the wrong lane"
Standard User hope101
(newbie) Sun 23-Jan-11 17:17:07
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Re: After re-syncs no recovery in Connection Speed


[re: BP1] [link to this post]
 
Thanks BP1 for your advice. I will contact BTCare & will of course report back my results Cheers
Standard User hope101
(newbie) Thu 10-Feb-11 20:58:14
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Re: After re-syncs no recovery in Connection Speed


[re: hope101] [link to this post]
 
Any advice really appreciated :
This has now being rumbling on for 4 weeks
After in excess of 5 hours on the phone to 0800-111-4567,
3 Engineer visits, a new ADSL box , 2 new hubs (first one left by an Engineer stopped working), the pairs changed leading into the house (this has now caused a crackle on the voice line)
and a number of PM's via this forum to Stephanie,Paddy, Claire & David @ Bt_Care my connection is now dropping out every 20 mins.
After being told to wait 48 hours for the specialist diagnostic team to investigate further I have just been called and told there is no fault :
With stats like these & drop outs every 20 mins I think there maybe an issue !!!!!

Line state Connected
Connection time 0 days, 0:14:58
Downstream 15,440 Kbps
Upstream 774 Kbps


ADSL settings
VPI/VCI 0/38
Type PPPoA
Modulation ITU-T G.992.5
Latency type Interleaved
Noise margin (Down/Up) 7.9 dB / 8.3 dB
Line attenuation (Down/Up) 24.0 dB / 11.3 dB
Output power (Down/Up) 0.0 dBm / 12.9 dBm
Loss of Framing (Local) 1186
Loss of Signal (Local) 422
Loss of Power (Local) 0
FEC Errors (Down/Up) 2540 / 4294967220
CRC Errors (Down/Up) 6 / 2147480000
HEC Errors (Down/Up) nil / 0
Error Seconds (Local) 3629

After taking 3 days off work (I'm self employed) for the previous Engineer visits and after another 30 mins on the phone I have told that maybe another Engineer visit would be the next course of action.
All I requested given how long has been wasted thus far was a visit on a Saturday...this I was told is not possible.

I despair, my apologies for the rant but any suggestions of how to proceed further would be so very much apprecaited ?

My last conversation ended with we will speak to wholesale to work out the next course of action & will be back to you in (yet another) 24-48 hours...give me strength !
Standard User BP1
(committed) Fri 11-Feb-11 16:27:22
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Re: After re-syncs no recovery in Connection Speed


[re: hope101] [link to this post]
 
Looking at the router stats you do have a lot of errors especially the upstream.
Something to try.
Connect your router to the BT master test socket. The bit where your home wiring is isolated.
Power your router up and connect to the internet. NO phones plugged in
Go to your router stats page. Then use your mobile phine and dial your home number. let it ring for about 20 rings.
Just see if the router reboots or re-syncs on incomming calls.
If it does go back to BT support and tell them that you have a line fault.
Come back and let us no so we can advise you further

Regards

BP1

BTBroadband

"When everything's coming your way, you're in the wrong lane"
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