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Standard User Pipexer
(eat-sleep-adslguide) Sat 19-May-18 22:37:42
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Sync speed dropped from 79,999 to 73,999


[link to this post]
 
Think I posted about this around this time last year but to cut a long story short my sync speed dropped from 79999 to 73999 about a year ago for no good reason and sicne I live extremely close to the exchange feel a bit miffed off I am not getting the absolute maximum out of my connection.


Is trying to get BT to log a fault about this going to be like pushing sand up a hill or do I stand a chance?

ZeN Fibre Unlimited 2
Administrator MrSaffron
(staff) Sun 20-May-18 08:36:09
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Re: Sync speed dropped from 79,999 to 73,999


[re: Pipexer] [link to this post]
 
How good are you at moving sand up a hill?

The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User robertcrowther
(committed) Sun 20-May-18 10:54:30
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Re: Sync speed dropped from 79,999 to 73,999


[re: Pipexer] [link to this post]
 
Not sure you're going to get BT to do anything just for the sake of being able to download at an extra 240K per second.

Also I doubt you will be able to notice the difference day to day, maybe on large downloads you would save a minute, but that's all.

If you have drops of around 20meg then I would be worried.

Edited by robertcrowther (Sun 20-May-18 12:45:01)


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Standard User MHC
(sensei) Sun 20-May-18 11:17:20
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Re: Sync speed dropped from 79,999 to 73,999


[re: robertcrowther] [link to this post]
 
In reply to a post by robertcrowther:
Not sure you're going to get BT to do anything just for the sake of being able to download at an extra 240k per second.

Also I doubt you will be able to notice the difference day to day, maybe on large downloads you would save a minute, but that's all.

If you have drops of around 20meg then I would be worried.


Suggest you check your maths ... 79,999 to 73,999 is 6,000 or 6 Mbps.


And if his Max Achievable was significant higher than 80,000 then the drop is even worse. For example a Max achievable of 98Mbps to actual sync of 79Mpbs is a drop of 19Mbps and may be cause for concern even though sync may have dropped just 1Mbps.


~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

M H C


taurus excreta cerebrum vincit

Edited by MHC (Sun 20-May-18 11:21:29)

Standard User MHC
(sensei) Sun 20-May-18 11:19:05
Print Post

Re: Sync speed dropped from 79,999 to 73,999


[re: Pipexer] [link to this post]
 
You don't stand much of a chance.

If one of my neighbours turns their modem OFF, my sync (or max achievable) jumps by around 6Mbps and when they turn ON, it drops.

What are your current stats?


~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

M H C


taurus excreta cerebrum vincit
Standard User Ixel
(committed) Sun 20-May-18 11:26:38
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Re: Sync speed dropped from 79,999 to 73,999


[re: Pipexer] [link to this post]
 
It depends.

It sounds like you've been banded by DLM, and this usually (in my experiences) happens due to one of the following:
- A significant SNRM variation
- Rapid re-syncs in a short timeframe

If your ISP is part of the DLM reset trial for FTTC then you might be able to put in a DLM reset request. Whether it's honored is another question though. One of my FTTC connections recently became banded at 49 Mbps downstream and it could sync between 54 to 57 Mbps normally. I contacted AAISP who then contacted TalkTalk Business but at the time they weren't part of the trial so it took some time before a request was able to be finally put in (became part of the trial I believe). I had an OGEA reference earlier in the afternoon and then later that afternoon my banded was removed (DLM reset done).
Standard User robertcrowther
(committed) Sun 20-May-18 11:32:55
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Re: Sync speed dropped from 79,999 to 73,999


[re: MHC] [link to this post]
 
HAHAHAHA. Sorry, but no such thing as an IP profile of 80meg

That's why it's only 240k extra as it takes into account of the highest IP profile.
Standard User RobertoS
(elder) Sun 20-May-18 11:49:56
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Re: Sync speed dropped from 79,999 to 73,999


[re: robertcrowther] [link to this post]
 
In reply to a post by robertcrowther:
HAHAHAHA. Sorry, but no such thing as an IP profile of 80meg

That's why it's only 240k extra as it takes into account of the highest IP profile.
I suggest you think again, as you will be torn to pieces over that smile. Both facts and rudeness.

Alternatively, post the arithmetic LOL.

My broadband basic info/help site - www.robertos.me.uk. Domains, site and mail hosting - Tsohost.
Connection - AAISP Home::1 80/20. 200GB. Sync 68940/13151Kbps @ 600m. BQMs - IPv4 & IPv6

Edited by RobertoS (Sun 20-May-18 11:53:42)

Standard User robertcrowther
(committed) Sun 20-May-18 11:55:26
Print Post

Re: Sync speed dropped from 79,999 to 73,999


[re: RobertoS] [link to this post]
 
So you're also saying there is an IP profile of 80meg? Are you very sure of this as I thought the highest at the moment is 77.35Mbps?

Could you provide any links to any info on this 80meg?

Side note: I was being polite in my first post, but was told this "Suggest you check your maths" I think that's very rude.

Edited by robertcrowther (Sun 20-May-18 11:59:12)

Standard User MHC
(sensei) Sun 20-May-18 12:04:57
Print Post

Re: Sync speed dropped from 79,999 to 73,999


[re: robertcrowther] [link to this post]
 
In reply to a post by robertcrowther:
HAHAHAHA. Sorry, but no such thing as an IP profile of 80meg

That's why it's only 240k extra as it takes into account of the highest IP profile.



And the relevancy of that is? NOTHING.


Sync speeds of 79,999 or 79,998 or 80,000 are extremely common.


~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

M H C


taurus excreta cerebrum vincit
Standard User robertcrowther
(committed) Sun 20-May-18 12:09:33
Print Post

Re: Sync speed dropped from 79,999 to 73,999


[re: MHC] [link to this post]
 
If you are using something like a speedtester or downloading a file from the internet then the speed is going to be partly determined by the IP profile and not by the sync speed, so yes it does have relevance.

Edited by robertcrowther (Sun 20-May-18 12:10:23)

Standard User MHC
(sensei) Sun 20-May-18 12:15:50
Print Post

Re: Sync speed dropped from 79,999 to 73,999


[re: robertcrowther] [link to this post]
 
Read the very first post ...

his sync speed has droped by 6Mbps, so his IP profile will have dropped by a similar amount.

The OP was getting 79.999 with a profile of 77.35, he now gets a sync of 73.999 and his IP profile will be around 71.5


~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

M H C


taurus excreta cerebrum vincit
Standard User RobertoS
(elder) Sun 20-May-18 12:16:20
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Re: Sync speed dropped from 79,999 to 73,999


[re: robertcrowther] [link to this post]
 
Assuming G.INP is not active, which is probably the case in the circumstances but makes a minuscule difference even if it is, the OP’s original IP Profile would have been 77,431kbps.

On his current sync it will be 71,623kbps.

Quite apart from the fact that, as MHC has just remarked, the IP Profile is completely irrelevant.

Your turn tongue.

My broadband basic info/help site - www.robertos.me.uk. Domains, site and mail hosting - Tsohost.
Connection - AAISP Home::1 80/20. 200GB. Sync 68940/13151Kbps @ 600m. BQMs - IPv4 & IPv6
Standard User robertcrowther
(committed) Sun 20-May-18 12:19:20
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Re: Sync speed dropped from 79,999 to 73,999


[re: MHC] [link to this post]
 
In reply to a post by MHC:
Read the very first post ...

his sync speed has droped by 6Mbps, so his IP profile will have dropped by a similar amount.

The OP was getting 79.999 with a profile of 77.35, he now gets a sync of 73.999 and his IP profile will be around 71.5


I doubt his IP profile will be 71.5 (unless there is a real problem with the line) I'm sure it will be a lot closer to the 73.
Standard User robertcrowther
(committed) Sun 20-May-18 12:20:44
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Re: Sync speed dropped from 79,999 to 73,999


[re: RobertoS] [link to this post]
 
In reply to a post by RobertoS:
Assuming G.INP is not active, which is probably the case in the circumstances but makes a minuscule difference even if it is, the OP’s original IP Profile would have been 77,431kbps.

On his current sync it will be 71,623kbps.

Quite apart from the fact that, as MHC has just remarked, the IP Profile is completely irrelevant.

Your turn tongue.


I can see why so many people have stopped posting on this forum as there is far too much childish behaviour and rudeness
Standard User RobertoS
(elder) Sun 20-May-18 12:26:26
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Re: Sync speed dropped from 79,999 to 73,999


[re: robertcrowther] [link to this post]
 
You are the one being rude, with your HAHAHAHA post.

I have given you the precise IP Profiles, rather than the approximates MHC did. But IP Profile does not control the sync.

Even if it did, how do you arrive at only a 240k per second difference? Show us the arithmetic. Even if you mean 240K bytes per second not 240Kbps it is rubbish. The difference is much greater than that.

My broadband basic info/help site - www.robertos.me.uk. Domains, site and mail hosting - Tsohost.
Connection - AAISP Home::1 80/20. 200GB. Sync 68940/13151Kbps @ 600m. BQMs - IPv4 & IPv6
Standard User robertcrowther
(committed) Sun 20-May-18 12:31:41
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Re: Sync speed dropped from 79,999 to 73,999


[re: RobertoS] [link to this post]
 
In reply to a post by RobertoS:
You are the one being rude, with your HAHAHAHA post.

I have given you the precise IP Profiles, rather than the approximates MHC did. But IP Profile does not control the sync.

Even if it did, how do you arrive at only a 240k per second difference? Show us the arithmetic. Even if you mean 240K bytes per second not 240Kbps it is rubbish. The difference is much greater than that.


So laughing at someone being rude to you is a bad thing? I believe it's better to laugh at someone being rude to you than to just blast them. In this instance you took offence to that and you went into troll mode
Administrator MrSaffron
(staff) Sun 20-May-18 13:30:53
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Re: Sync speed dropped from 79,999 to 73,999


[re: robertcrowther] [link to this post]
 
Best IP profile for 73,999 sync would be 71,705

The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Administrator MrSaffron
(staff) Sun 20-May-18 13:34:30
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Re: Sync speed dropped from 79,999 to 73,999


[re: robertcrowther] [link to this post]
 
Asking someone to check their maths is not rude, in this case those questioning are right to do so to avoid others stumbling onto incorrect conclusions.

The Internet is one of those places where things can every easily come across as abrupt and rude when that was never the person intention.

The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User Zarjaz
(eat-sleep-adslguide) Sun 20-May-18 13:44:04
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Re: Sync speed dropped from 79,999 to 73,999


[re: Pipexer] [link to this post]
 
What are the full stats from your router ?

It is most likely to be cross talk causing the issue, but it might be just a stuck DLM profile.

Edited by Zarjaz (Sun 20-May-18 14:51:51)

Standard User IanBB
(committed) Sun 20-May-18 17:52:47
Print Post

Re: Sync speed dropped from 79,999 to 73,999


[re: Pipexer] [link to this post]
 
Your exchange could be on Pluto and you would still get the same speed.

It's the distance to the cabinet that matters...
Standard User lelboy
(committed) Sun 20-May-18 18:05:11
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Re: Sync speed dropped from 79,999 to 73,999


[re: Pipexer] [link to this post]
 
I suspect that the sand uphill analogy is correct. The figure that you quote will be well with the margins of what BT say is acceptable. I am on 20/80 and my normal is 18/68 which seems to me quite reasonable.
Cheers, Les.
Standard User RobertoS
(elder) Sun 20-May-18 19:29:49
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Re: Sync speed dropped from 79,999 to 73,999


[re: lelboy] [link to this post]
 
To be fair to the OP, it does look as if the line was banded some time ago, though on a cursory check I can't see where he posted about it previously. Perhaps it was within someone else's thread.

I think Zarjaz is probably right, ( if that 73,999Kbps always occurs on a re-sync), and the banding is not going to self-cancel.

I'm assuming a re-sync has been done within the last month or so.

My broadband basic info/help site - www.robertos.me.uk. Domains, site and mail hosting - Tsohost.
Connection - AAISP Home::1 80/20. 200GB. Sync 68940/13151Kbps @ 600m. BQMs - IPv4 & IPv6
Standard User lelboy
(committed) Sun 20-May-18 19:39:19
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Re: Sync speed dropped from 79,999 to 73,999


[re: RobertoS] [link to this post]
 
Hi Bob,
You may be right (and Zarjaz, too) - but the OP was wondering whether BT would regard it as a problem, that they would be obliged to fix: I don't think they will, as the "drop" in performance would still leave the available performance within their allowable performance figures.
Trust all's well with you?
Cheers, Les.
Standard User RobertoS
(elder) Sun 20-May-18 22:03:20
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Re: Sync speed dropped from 79,999 to 73,999


[re: lelboy] [link to this post]
 
It also depends what the OP means by BT. The evidence so far is that he is with Zen, so may be referring to Openreach. MrSaffron will of course know, from the IP address.

Edit: Unless he is now with AAISP on TT Business. But they weren’t at all interested in doing anything about my banding.

My broadband basic info/help site - www.robertos.me.uk. Domains, site and mail hosting - Tsohost.
Connection - AAISP Home::1 80/20. 200GB. Sync 68940/13151Kbps @ 600m. BQMs - IPv4 & IPv6

Edited by RobertoS (Sun 20-May-18 22:08:39)

Standard User Pipexer
(eat-sleep-adslguide) Sun 20-May-18 22:10:37
Print Post

Re: Sync speed dropped from 79,999 to 73,999


[re: Zarjaz] [link to this post]
 
Text
1
23
45
67
89
1011
1213
1415
1617
1819
2021
2223
2425
2627
2829
3031
Line Statistics                                 
                Downstream                      Upstream                                Actual Rate     73999   Kbps    19999   Kbps
        Attainable Rate 84776   Kbps    28755   Kbps        Path Mode       Fast            Fast    
        Interleave Depth        1               1               Actual PSD      0. 4    dB      13. 0   dB
                                                                                
                Near End                                Far End                                 Trellis ON              ON      
        Bitswap ON              ON              ReTx    1               1       
        SNR Margin      8       dB      10      dB        Attenuation     12      dB      12      dB
        CRC     0               100905          FECS    0       s       5167    s
        ES      0       s       81281   s        SES     0       s       0       s
        LOSS    0       s       0       s        UAS     30      s       35166   s
        HEC Errors      0               0               RS Corrections  0               0       
        LOS Failure     0               0               LOF Failure     0               0       
        LPR Failure     0               0               NCD Failure     0               0       
        LCD Failure     0               0               NFEC    32              32      
        RFEC    16              16              LYSMB   16              16


ZeN Fibre Unlimited 2
Standard User Pipexer
(eat-sleep-adslguide) Sun 20-May-18 22:13:17
Print Post

Re: Sync speed dropped from 79,999 to 73,999


[re: MHC] [link to this post]
 
Thanks for the replies everyone - posted my line stats in above post in response to Zarjaz.

I've had ADSL2+ for around 5-6 years and it had always been at a sync speed of 79999 until last year, if I was with Zen or AAISP then I wouldn't have hesitated reporting it but I did enquire with BT broadband customer support and I got fobbed off by the first line so just gave up at the time as it wasn't on my priority list.

As more and more people in the house use the broadband, like MHC says that 6Mbps or so that I am missing would be useful to have!

Unfortunately, I don't have a copy of my line stats prior to the change in sync.


Edit - found my old post: http://forums.thinkbroadband.com/bt/t/4546608-sync-s...
About 3 weeks ago I experienced a 20 minute disconnection followed by about 2 days of occasional drop-outs and packet loss.

My sync speed has been 79,999 for years (since the beginning) but after this it is now at 73,999, unfortunately I don't have a record of my line stats anymore to compare what changed.


ZeN Fibre Unlimited 2

Edited by Pipexer (Sun 20-May-18 22:23:48)

Standard User MHC
(sensei) Sun 20-May-18 22:41:37
Print Post

Re: Sync speed dropped from 79,999 to 73,999


[re: Pipexer] [link to this post]
 
In reply to a post by Pipexer:
Text
1
23
45
67
89
1011
1213
1415
1617
1819
2021
2223
2425
2627
2829
3031
Line Statistics                                 
                Downstream                      Upstream                                Actual Rate     73999   Kbps    19999   Kbps
        Attainable Rate 84776   Kbps    28755   Kbps        Path Mode       Fast            Fast    
        Interleave Depth        1               1               Actual PSD      0. 4    dB      13. 0   dB
                                                                                
                Near End                                Far End                                 Trellis ON              ON      
        Bitswap ON              ON              ReTx    1               1       
        SNR Margin      8       dB      10      dB        Attenuation     12      dB      12      dB
        CRC     0               100905          FECS    0       s       5167    s
        ES      0       s       81281   s        SES     0       s       0       s
        LOSS    0       s       0       s        UAS     30      s       35166   s
        HEC Errors      0               0               RS Corrections  0               0       
        LOS Failure     0               0               LOF Failure     0               0       
        LPR Failure     0               0               NCD Failure     0               0       
        LCD Failure     0               0               NFEC    32              32      
        RFEC    16              16              LYSMB   16              16



Seems to be obvious that you have been banded.

84776 Attainable with just 73999 as sync. Had they been closer then,no, but at over 10Mbps almost certainly banded. 8 dB SNR again suggest there is headroom above your 73999 and an attenuation of 12 dB on a typical line would mean sync in the low 80s.

There may well have been a series of noise incidents when the banding happened and it has never been removed. They may also still be occurring so get DSLstats installed and leave it running for a couple of days to see if there are any "surprises".


~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

M H C


taurus excreta cerebrum vincit
Standard User RobertoS
(elder) Sun 20-May-18 23:06:26
Print Post

Re: Sync speed dropped from 79,999 to 73,999


[re: Pipexer] [link to this post]
 
smile
In reply to a post by Pipexer:
I've had ADSL2+ for around 5-6 years and it had always been at a sync speed of 79999 until last year
You are on FTTC/VDSL2, not ADSL2+ which has a maximum sync of 24mbps.
if I was with Zen or AAISP then I wouldn't have hesitated reporting it but I did enquire with BT broadband customer support and I got fobbed off by the first line so just gave up at the time as it wasn't on my priority list.
Sig and Profile say Zen, and in my previous post I linked to where in November you said you were about to sign up to AAISP tongue smile.
As more and more people in the house use the broadband, like MHC says that 6Mbps or so that I am missing would be useful to have!

Unfortunately, I don't have a copy of my line stats prior to the change in sync.

Edit - found my old post: http://forums.thinkbroadband.com/bt/t/4546608-sync-s...
About 3 weeks ago I experienced a 20 minute disconnection followed by about 2 days of occasional drop-outs and packet loss.

My sync speed has been 79,999 for years (since the beginning) but after this it is now at 73,999, unfortunately I don't have a record of my line stats anymore to compare what changed.
Sorry I missed your previous thread when I looked. Probably my brain went into auto-ignore with the Subject being identical to this one.

My broadband basic info/help site - www.robertos.me.uk. Domains, site and mail hosting - Tsohost.
Connection - AAISP Home::1 80/20. 200GB. Sync 68940/13151Kbps @ 600m. BQMs - IPv4 & IPv6

Edited by RobertoS (Sun 20-May-18 23:08:08)

Standard User Pipexer
(eat-sleep-adslguide) Sun 20-May-18 23:39:35
Print Post

Re: Sync speed dropped from 79,999 to 73,999


[re: MHC] [link to this post]
 
In reply to a post by MHC:
Seems to be obvious that you have been banded.

84776 Attainable with just 73999 as sync. Had they been closer then,no, but at over 10Mbps almost certainly banded. 8 dB SNR again suggest there is headroom above your 73999 and an attenuation of 12 dB on a typical line would mean sync in the low 80s.

There may well have been a series of noise incidents when the banding happened and it has never been removed. They may also still be occurring so get DSLstats installed and leave it running for a couple of days to see if there are any "surprises".


Appreciate you taking the time to check this for me. I don't think DSLStats works with the draytek I'm afraid, but if it helps the line is always stable - practically no loss of sync etc.

I wonder how I can get BT to remove the banding?

ZeN Fibre Unlimited 2
Standard User Pipexer
(eat-sleep-adslguide) Sun 20-May-18 23:47:30
Print Post

Re: Sync speed dropped from 79,999 to 73,999


[re: RobertoS] [link to this post]
 
Oops. Yeah I meant VDSL2. I do know the difference, promise! wink VDSL2 history at this house was with Zen, then AAISP, and then moved to BT broadband.

I have a separate line with AAISP at another place hence posting about that then.

Also I don't think it is your brain, I think a forum quirk -- when looking at my previous posts I couldn't find my old post either, I had to search for "79999" to find it (as I could remember I had used the same topic). I've gone back and checked again and it is not showing in my post history on the page it should do - interesting eh?

ZeN Fibre Unlimited 2
Standard User Zarjaz
(eat-sleep-adslguide) Mon 21-May-18 08:44:29
Print Post

Re: Sync speed dropped from 79,999 to 73,999


[re: Pipexer] [link to this post]
 
As others have said, it looks capped due to some past issue .....

Standard User RobertoS
(elder) Mon 21-May-18 09:40:01
Print Post

Re: Sync speed dropped from 79,999 to 73,999


[re: Pipexer] [link to this post]
 
Getting DLM reset seems to be very hard, even though AIUI Openreach now allow up to 1000 requests (in total across all ISPs) per day by ISPs who choose to use the facility. I gather few do so choose. Or even if they do, first-line support either won’t know or don’t have the authority.

On the other hand I was told by a reliable person at an ISP that changing the underlying supplier, eg BT Wholesale to TalkTalk Business or Sky will cause it. In which case a move to uno or Pulse8broadband on TTB might work. But I would advise checking first if you consider doing that. I think uno now supply TTB on SMPF, whereas Pulse8 is MPF.

My broadband basic info/help site - www.robertos.me.uk. Domains, site and mail hosting - Tsohost.
Connection - AAISP Home::1 80/20. 200GB. Sync 68940/13151Kbps @ 600m. BQMs - IPv4 & IPv6

Edited by RobertoS (Mon 21-May-18 09:41:05)

Standard User lelboy
(committed) Mon 21-May-18 12:07:11
Print Post

Re: Sync speed dropped from 79,999 to 73,999


[re: MrSaffron] [link to this post]
 
I suppose it depends, Andrew, whether you're using a bulldozer, a bucket or a teaspoonsmile
Cheers, Les.
Standard User Ixel
(committed) Mon 21-May-18 12:24:22
Print Post

Re: Sync speed dropped from 79,999 to 73,999


[re: RobertoS] [link to this post]
 
Yeah, it depends who you speak to (if they are aware of the DLM reset procedure, well, trial). Not all ISP's are participating in it I believe. It wasn't until recently that TalkTalk Business had the facility to request a DLM reset for FTTC services.

Changing backhaul will cause a DLM reset, as well as changing package speed usually does too.
Standard User Pipexer
(eat-sleep-adslguide) Tue 22-May-18 18:05:02
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Re: Sync speed dropped from 79,999 to 73,999


[re: Zarjaz] [link to this post]
 
In reply to a post by Zarjaz:
As others have said, it looks capped due to some past issue .....

Thanks for all the replies. Appreciate it as at least I can now push the issue with BT Broadband support.

Might attempt the battle next week - will report in how it goes!!

ZeN Fibre Unlimited 2
Standard User Ixel
(committed) Tue 22-May-18 18:17:52
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Re: Sync speed dropped from 79,999 to 73,999


[re: Pipexer] [link to this post]
 
Good luck. I think BT Retail are part of the DLM reset trial, but even if they are it's more a question of whether you get through to someone who's willing to help and/or is aware of the procedure. Fingers crossed.
Standard User Pipexer
(eat-sleep-adslguide) Tue 22-May-18 19:47:36
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Re: Sync speed dropped from 79,999 to 73,999


[re: Pipexer] [link to this post]
 
OK attempt 1 - logged onto the web chat. Wasted about 5 minutes saying "hello", "How are you", etc etc. Then supposedly the account is under a different name (funny that since I PAY THE BILLS) - they wanted some additional information about the account so I refused as the questions were unusual.

Ironically last year I asked them to merge all the account details into one to avoid this sort of issue (I have BT mobile which is under the same login but has a different account number for some bizzare reason).

I will try again tomorrow!

ZeN Fibre Unlimited 2

Edited by Pipexer (Tue 22-May-18 19:55:30)

Standard User Chrysalis
(legend) Sat 02-Jun-18 05:20:55
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Re: Sync speed dropped from 79,999 to 73,999


[re: Pipexer] [link to this post]
 
looks like you been banded.

The two times I have been banded I observed this exact behaviour.

I was synced at under 5db SNRM. (6db target)
I breached DLM ES threshold.

This triggered banding instead of interleaving.

The first occasion was not automatically recovered but was recovered when openreach reset my line (wont say how I got this done).
The second occasion it recovered automatically by DLM, when it recovered I had a lot of spare SNRM (very high attainable), was over 9db for over a week.

Conclusion is I agree with Ixel that SNRM plays a part in some banding decisions by DLM.

Sky Fibre Pro BQM - IPv4 BQM - IPv6

Edited by Chrysalis (Sat 02-Jun-18 05:24:45)

Standard User Pipexer
(eat-sleep-adslguide) Mon 04-Jun-18 20:15:42
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Re: Sync speed dropped from 79,999 to 73,999


[re: Pipexer] [link to this post]
 
Just a quick update - support fobbed me off a 2nd time, and I noticed that my 18 month contract finished and since March the bill has almost doubled.

For the past few days I've been unable to open my bill on the website or view tarrifs due to an error message that comes up on the website.

Tried to call them but was on hold for 10 minutes and gave up - So decided to move to TalkTalk - cheaper and less hassle!!

ZeN Fibre Unlimited 2
Standard User Zarjaz
(eat-sleep-adslguide) Mon 04-Jun-18 20:50:52
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Re: Sync speed dropped from 79,999 to 73,999


[re: Pipexer] [link to this post]
 
Tried to call them but was on hold for 10 minutes and gave up - So decided to move to TalkTalk - cheaper and less hassle!!

Frying pans and fires spring to my mind ... hope it works out for you.

Standard User RobertoS
(elder) Mon 04-Jun-18 21:06:16
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Re: Sync speed dropped from 79,999 to 73,999


[re: Zarjaz] [link to this post]
 
At least it should clear the banding. What happens (months) after that I'm sure the OP will let us know smile.

Let's face it, if you don't have line problems, and most don't, then you don't need CS. So deficiencies in those aren't known about.

That leaves throughput at peak times, where the niche ISPs such as Zen and IDNet have recently had localised difficulties. The big ISPs these days seem largely to have that covered.

My broadband basic info/help site - www.robertos.me.uk. Domains, site and mail hosting - Tsohost.
Connection - AAISP Home::1 80/20. 200GB. Sync 70370/12780Kbps @ 600m. BQMs - IPv4 & IPv6
Standard User Pipexer
(eat-sleep-adslguide) Thu 07-Jun-18 21:31:46
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Re: Sync speed dropped from 79,999 to 73,999


[re: Zarjaz] [link to this post]
 
In reply to a post by Zarjaz:
Tried to call them but was on hold for 10 minutes and gave up - So decided to move to TalkTalk - cheaper and less hassle!!

Frying pans and fires spring to my mind ... hope it works out for you.

It might well be, at the end of the day though all BT support needed to do was reset my profile, not a particularly difficult task and it's not an unreasonable request. Instead I get various fobbing off and an account that can't be managed properly online.

The bill has also gone sky high now due to end of 18 month term - so something needed doing with that.

ZeN Fibre Unlimited 2
Standard User Pipexer
(eat-sleep-adslguide) Sat 09-Jun-18 09:57:33
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Re: Sync speed dropped from 79,999 to 73,999


[re: Pipexer] [link to this post]
 
So had the usual call from BT today. They can more than halve my bill on exactly the same package - which is good, but I pointed out to them about the speed issue. Retentions were unable to assist with this and gave me the phone number for support.

After 20 minutes of back and forth with the support engineer they wanted to book an engineer to come out, which as yourselves have said is not appropriate and I can't accomodate this anyway due to being at work all week, I asked about a DLM reset but they said because my speed was within acceptable parameters that they wouldn't do this for me.

So that answers that one then - off to TalkTalk!

Overall I've been quite happy with the connection, it is a shame that their support is ineffective and that is why they are losing a customer, not that it really makes much difference in the grand scheme for them I admit.

ZeN Fibre Unlimited 2
Standard User Dean007
(newbie) Sun 10-Jun-18 12:50:02
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Re: Sync speed dropped from 79,999 to 73,999


[re: Pipexer] [link to this post]
 
Hi Piper,

You seem to be having a few issues, that are easily resolvable such as making sure the accounts are merged. In regards to a DLM reset in most instances it would require an engineer visit as this is the way BT retail still do it.

If you want the issue resolved, you have to give them the opportunity to resolve it in the form of an engineer visit as thats the only way at the moment you will get a reset as its above the hand back/ guaranteed minimum speed. If you post over on the BT community someone could look at your account in more detail get the accounts merged if they have not been already and then maybe get someone to look at the speeds but still would not do a manual reset Im afraid.
Standard User Pipexer
(eat-sleep-adslguide) Sun 10-Jun-18 13:14:15
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Re: Sync speed dropped from 79,999 to 73,999


[re: Dean007] [link to this post]
 
In reply to a post by Dean007:
Hi Piper,

You seem to be having a few issues, that are easily resolvable such as making sure the accounts are merged.

Overall the performance/reliability of the broadband has been fine, I've definitely not had a lot of problems. I asked about merging the accounts in the past but they said the only way they could do this was to cancel my entire service and re-create it under a same account. Not really worth the hassle..
In reply to a post by Dean007:
In regards to a DLM reset in most instances it would require an engineer visit as this is the way BT retail still do it.

More fool them - that would be a complete waste of time and may result in me being charged for an unneccessary engineer visit, why should I have to have that burden/risk put on me due to a bad process at BT!

In reply to a post by Dean007:
If you want the issue resolved, you have to give them the opportunity to resolve it in the form of an engineer visit as thats the only way at the moment you will get a reset as its above the hand back/ guaranteed minimum speed. If you post over on the BT community someone could look at your account in more detail get the accounts merged if they have not been already and then maybe get someone to look at the speeds but still would not do a manual reset Im afraid.

I shouldn't have to create accounts on forums and kick up a fuss in order for them to do their job properly, that is their problem. Arranging an engineer visit, even if they didn't charge me for a wasted visit, would still cost me quite a bit of money as it would require a day off work etc which I wouldn't get paid for. It's not worth it for 6Mbps (or so).

At the end of the day it really isn't a high enough priority for me, I've already "put up with it" for an entire year and the recent experience with support explains why - i.e. they just waste your time on the phone only to tell you they can't do much about it.

Meanwhile switching to talk talk required no more than 30 minutes in total and then it will probably all get resolved on its own accord. Clearly the better solution.

I have 5 mobile SIMs with BT too and since I'll lose my £5/mo discount I've decided to switch them all to o2 as well. So overall they've lost quite a lot of my money.

ZeN Fibre Unlimited 2

Edited by Pipexer (Sun 10-Jun-18 13:17:16)

Standard User Chrysalis
(legend) Fri 15-Jun-18 19:49:46
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Re: Sync speed dropped from 79,999 to 73,999


[re: Pipexer] [link to this post]
 
Well it seems you are a discount chaser, you may not have even been profitable for BT, let us know how things go with bargain basement talktalk. smile

Sky Fibre Pro BQM - IPv4 BQM - IPv6
Standard User Pipexer
(eat-sleep-adslguide) Sat 16-Jun-18 15:35:08
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Re: Sync speed dropped from 79,999 to 73,999


[re: Chrysalis] [link to this post]
 
In reply to a post by Chrysalis:
Well it seems you are a discount chaser, you may not have even been profitable for BT, let us know how things go with bargain basement talktalk. smile


Not really my other broadband is with AAISP, so I'm far from a discount chaser. I'm very sure BT have made money from me!

ZeN Fibre Unlimited 2
Standard User partial
(experienced) Sat 16-Jun-18 21:55:56
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Re: Sync speed dropped from 79,999 to 73,999


[re: Pipexer] [link to this post]
 
I'm sure BT have made a few quid out of you.

I don't think any of the mass market providers will be able to offer you the bespoke support you are looking for. Even AAISP would only offer their 'unique' style of support in their working hours.

I'm sure that in general TalkTalk, like BT, will be fine
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