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Standard User timthewebb
(newbie) Fri 28-Jun-13 12:11:26
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Xilo Service (or lack thereof)


[link to this post]
 
Only recently swapped from Plusnet to Xilo, but now looking to move elsewhere. Since moving across, my speed has gone from 14Mbs to 3Mbs and I am getting nowhere with the support 'team'

Any suggestions where to go now?
Standard User RobertoS
(sensei) Fri 28-Jun-13 12:45:59
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Re: Xilo Service (or lack thereof)


[re: timthewebb] [link to this post]
 
What was wrong with PlusNet?

I ask in case you moved because of a problem on the line and hoped it would cure it. Whatever is wrong now, you certainly need to see if we can help you, as it might go with you to anywhere else.

Your line stats from your router would be useful as a starter, (connection speeds, noise margins, attenuations at least, preferably error counts as well). Plus any more information you can give us about the issue.

My broadband basic info/help site - www.robertos.me.uk | Domains,website and mail hosting - Tsohost.
Connection - Plusnet UnLim Fibre (FTTC). Sync ~ 53.4/16.8Mbps @ 600m. - BQM

"Where talent is a dwarf, self-esteem is a giant." - Jean-Antoine Petit-Senn.
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Allergy information: This post was manufactured in an environment where nuts are present. It may include traces of understatement, litotes and humour.
Standard User timthewebb
(newbie) Fri 28-Jun-13 13:29:50
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Re: Xilo Service (or lack thereof)


[re: RobertoS] [link to this post]
 
No line problems before with Plusnet (apart from incorrect IP profile issues that were resolved after quite a bit of faffing)

The reason I swopped to Xilo is that they were rated as having great, stable xDSL, and could provide a service with no-interleaving and improved upstream speeds. Haven't seen that though!

When troubleshooting I would see reconnection speeds at 13Mbs (which is about right for my line), however, after about 5 mins these would step down to 3-4Mbs

Line stats below (running Dratyek 2830):

ADSL Information ( ADSL Firmware Version: 2471201_A)
ATM Statistics TX Cells RX Cells TX CRC errs RX CRC errs
7758727 35461560 0 3
ADSL Status Mode State Up Speed Down Speed SNR Margin Loop Att.
ADSL2+(G.992.5) SHOWTIME 687714 4147513 13 21


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Standard User RobertoS
(sensei) Fri 28-Jun-13 14:25:24
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Re: Xilo Service (or lack thereof)


[re: timthewebb] [link to this post]
 
Is that the router you were using on PlusNet?

I assume you've been through all the usual stuff with xilo. What do they reckon to the 13dB noise margin? (I assume that's downstream). Upstream speed is bad as well, as you know.

My broadband basic info/help site - www.robertos.me.uk | Domains,website and mail hosting - Tsohost.
Connection - Plusnet UnLim Fibre (FTTC). Sync ~ 53.4/16.8Mbps @ 600m. - BQM

"Where talent is a dwarf, self-esteem is a giant." - Jean-Antoine Petit-Senn.
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Allergy information: This post was manufactured in an environment where nuts are present. It may include traces of understatement, litotes and humour.
Standard User timthewebb
(newbie) Fri 28-Jun-13 14:33:20
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Re: Xilo Service (or lack thereof)


[re: RobertoS] [link to this post]
 
Yes, done all the usual checks. Yes, Draytek was used for Plusnet. Yes upstream [censored] as well!

The irony is that when I first swapped over to Xilo, all seemed fine.
Standard User RobertoS
(sensei) Fri 28-Jun-13 14:45:57
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Re: Xilo Service (or lack thereof)


[re: timthewebb] [link to this post]
 
Done a factory reset on the Draytek? Tried a different router?

Another odd thing is that on 21dB attenuation I'd expect well over 17Mbps sync (on a 6dB margin). Wondering if there might be an underlying problem somewhere that has just got a lot worse, giving constant noise.

Have you got any new or replacement electrical/electronic device? Maybe a neighbour has? Moved anything around?

My broadband basic info/help site - www.robertos.me.uk | Domains,website and mail hosting - Tsohost.
Connection - Plusnet UnLim Fibre (FTTC). Sync ~ 53.4/16.8Mbps @ 600m. - BQM

"Where talent is a dwarf, self-esteem is a giant." - Jean-Antoine Petit-Senn.
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Allergy information: This post was manufactured in an environment where nuts are present. It may include traces of understatement, litotes and humour.
Standard User timthewebb
(newbie) Fri 28-Jun-13 15:05:18
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Re: Xilo Service (or lack thereof)


[re: RobertoS] [link to this post]
 
No, Haven't tried a replacement modem yet, but will. There is a lot of noise on the phone line (hiss), but that has always been there, even when speed was good. Filters are also on all used sockets (and replaced them all recently too). Thanks for your help BTW, much appreciated.
Standard User RobertoS
(sensei) Fri 28-Jun-13 15:48:03
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Re: Xilo Service (or lack thereof)


[re: timthewebb] [link to this post]
 
Maybe the hiss has always been in the audible range and a bit in the ADSLx range, and is now more intense or spreading over more frequencies in the ADSL range. More intense would be the more likely, as it is hitting both down and up.

Can you get bin/frequency loading figures out of the Draytek?

My broadband basic info/help site - www.robertos.me.uk | Domains,website and mail hosting - Tsohost.
Connection - Plusnet UnLim Fibre (FTTC). Sync ~ 53.4/16.8Mbps @ 600m. - BQM

"Where talent is a dwarf, self-esteem is a giant." - Jean-Antoine Petit-Senn.
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Allergy information: This post was manufactured in an environment where nuts are present. It may include traces of understatement, litotes and humour.
Standard User BatBoy
(legend) Fri 28-Jun-13 17:02:10
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Re: Xilo Service (or lack thereof)


[re: timthewebb] [link to this post]
 
In reply to a post by timthewebb:
The reason I swopped to Xilo is that they were rated as having great, stable xDSL
Rated by who?


__________________________________________________________________________The back pedalling starts here__________________
Standard User uno
(knowledge is power) Fri 28-Jun-13 17:44:09
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Re: Xilo Service (or lack thereof)


[re: timthewebb] [link to this post]
 
The issue for your line appears to be line related which you have been in touch with us by.

There have been no issues detected remotely on the line so we've been doing some extra monitoring before jumping straight in to a SFI visit, which could potentially lead to charges.

Your sync rate varies as per the update from yourself noting it starts at 13Mb and then drops to 3Mb, which is certainly indicative of a potential fault but we are still investigating it as per the update from one of my guys earlier today.

It can take a little bit of time to do further investigations but happy to jump straight to a SFI if you would prefer this.

Do update us via the fault raised and we'll proceed as you like.

Edit: Have just also sent a further update to your ticket following on from the one just after 5pm today.

Matt

uno Broadband
t: 0808 221 8642
Official Maidenhead, Milton Keynes & Sheffield Speedtest.net Host

Edited by uno (Fri 28-Jun-13 17:51:30)

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