Help with ticket #23437689

Can someone at PN please give ticket #23437689 a prod please.

This speed problem was logged a over a week ago and has still not got anywhere. PN have only tried to test the line on days I am not available even though I said in the ticket I am available on Mon, Wed and Fri all day to help diagnose the problem. My speeds have recovered from 127.9Kbps to 488Kbps but this is still half the speed I usually get.

Thanks,

Mark

Hi Mark,

Thanks for taking the time to speak to me this morning.

As we mentioned, if you could let me know when you're connected into the master socket, I'll run some more tests and then see where things stand.

James,

Thanks for your help.

Just done some tests here and here are the results from the router config:

Before:

Downstream Data Rate: 800Kbps

In master socket:

Downstream Data Rate: 1632Kbps

Back in original socket:

Downstream Data Rate: 1248Kbps

OK I expect a slight degradation from the master to the slave socket but then the sharp increase when I switch back to the original slave socket.

What's going on?

Mark

Hi Mark,

I'd expect some fluctuations in sync speed from your extension socket, based on the intermittentcy that you've been seeing. If you reboot the router a few times, I reckon you'll see some further fluctuations in that speed.

I'd also be interested to see if the intermittency still occurred from the master.

James,

I've been doing some more tests here and the master socket remained stable after several reboots of the router but so is the slave socket over the same time period with downstream rates of 1632 and 1248 respectively. The only difference between the two is a increase in the noise margins of 0.5dB both up and downstream. The attenuation and output power remain the same for both sockets.

I have routed the phone cables away from power sources so this shouldn't be problem so I'm at a loss unless the problem is external to my property.

Mark

Hi Mark,

It's possible that your intermittency only occurs at times of the day when there is an increased level of noise on the line being caused from external sources. Because the extension socket would be more susceptible to drop outs from the additional noise on the line.

The sync speed on themaster socket should give you a BT Profile of 1.5Mbps, versus 750/1000Kbps on the extension.

Fair enough but how do I go about tracking down and resolving the external problems that cause the line to drop to under 150Kbps? I have been getting 1Mbps which is fine for what I do (VPN, web and email) so speeds under 512 are getting a bit slow esp for remote desktop over VPN.

Mark

Hi Mark,

I would definitely suggest trying the master socket overnight to see if you experience any dropouts. If you do, then it's a BT fault. If you don't, it would point to internal wiring issues and they would simply charge you for any engineering work if we raised a fault.

The additional noise can come from things as simply as more houses going up in your areas meaning additional lines being present in your exchange. It can also be things like street lights being turned on, or something local to your house like central heating going on, to the silly Christmas Tree light saga.

Thanks for your help James.

I think this will require some negotiation as the master socket is in my son's nursery so trailing wires in/out, or leaving a PC in there is very difficult. I may see how the speed stabilises over the next few days and then take it from there.

Thanks again for your help.

Mark

One thing you could try if you are confident to do so.

Open the test socket so the face plate is off and just check to see if there are more than 2 wires to each extension, on the removed faceplate. These are the internal wiring.

Normally there would be blue/white white/blue orange/white

You only really need the ones connected to pins 2 and 5. The 3rd wire is for a ringer which is hardly ever used unless you have an ancient phone (like James) The advantage of removing the extra wires are less interference and would normally give you the same results as plugging directly into the test socket.

If you need further clarification.... ask