Switched to faster fibre.

A couple of weeks ago my parents decided to move to TalkTalk faster fibre, while they were on the phone they mentioned their phone line has been noisy for a while TT sent an engineer who checked the wiring in the house and said he could not find a problem then installed a super router [sic] ready for the switch to faster fibre, the line has been quiet for a few days but today after they were switched to FF i rang and the noise is back (it may never have gone 100% and as they do not use it often we have no way of knowing) they are also only getting 12 Mbps (they were getting 5 - 6 on ADSL) could the noise be slowing their connection or does it take a few days to sort itself out?

Thanks in advance.

Edited by deleted (Sat 26-Aug-17 20:02:01)

Without knowing the estimate at the point of sale impossible to judge if 12 Mbps from FTTC is good or bad

In reply to a post by MrSaffron:

Without knowing the estimate at the point of sale impossible to judge if 12 Mbps from FTTC is good or bad

Thanks i will try to find out, i checked earlier and its now down to 5 Mbps her phone line is noisy again and i am now convinced the line between her house and pole is damaged and letting moisture in it goes through tree branches which have grown over the years and it also appears to happen more when its been raining.

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Is this the connection in question? http://forums.thinkbroadband.com/talktalk/t/4563087-...

In reply to a post by BatBoy:

Is this the connection in question? http://forums.thinkbroadband.com/talktalk/t/4563087-...

No that is mine (i am also switching to faster fibre) according to their letter my estimate is between 39 and 40 Mbps and a minimum guaranteed speed of 35 Mbps, is that the connection speed or the download speed?

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So what is it for this connection?

It won't be the download speed since that varies because actual downloads are across the wider Internet, so connection speed is usually what its marked against.

In reply to a post by BatBoy:

So what is it for this connection?

I am still waiting to be switched to faster fibre.

In reply to a post by MrSaffron:

It won't be the download speed since that varies because actual downloads are across the wider Internet, so connection speed is usually what its marked against.

So if your connection is 35 Mbps but your download speed is 10 Mbps they can just say thats the way it is.

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Edited by deleted (Sun 27-Aug-17 17:45:31)

I mean for your parents connection, the one in this thread?

In reply to a post by BatBoy:

I mean for your parents connection, the one in this thread?

I only visited briefly so didn't have time to check I will go round tomorrow and get the figures.

If they have noise on the phone line ( most likely due to a high resistance fault) it will slow down the BB .

In reply to a post by MC31:

If they have noise on the phone line ( most likely due to a high resistance fault) it will slow down the BB .

Thanks MC, apparently they have had this intermittent noise problem for ages but because they didn't realise it was slowing their speeds and because even at 2.5 Mbps they didn't struggle doing basic internet stuff they didn't bother to report it as a problem (they do not use the landline often) now they can see there is a problem as their faster fibre speeds are no where near what they were expecting i guess they will be giving a TT rep some grief over the next few days.

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You can run the dslchecker from anywhere using the address http://www.dslchecker.bt.com/adsl/ADSLChecker.addres...

and a comparison with the actual stats would be good

In reply to a post by BatBoy:

You can run the dslchecker from anywhere using the address http://www.dslchecker.bt.com/adsl/ADSLChecker.addres...

and a comparison with the actual stats would be good

Thanks BB i will check later.

https://s10.postimg.org/osbaalht5/sssssss.jpg

I did notice something that confused me when i checked their connection details on my phone - settings - WIFI - click on their connection i noticed under Frequency theirs showed 2.5 Ghz where as mine at home shows 5 Ghz, i know there is an option to turn 5 Ghz on/off so wonder if the super router came with it switched off (all speed tests have been done over wireless)


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Edited by deleted (Mon 28-Aug-17 11:13:29)

To rule out wireless issues, speedtests should be done on a wired connection to the router.

In reply to a post by robertcrowther:

To rule out wireless issues, speedtests should be done on a wired connection to the router.

Thank i will do that before i change anything.

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Here are the details.

VDSL Link Rate - 1670/13174

Ping - 33

Download - 6.8 Mbps

Upload - 1.6 Mbps.

I tested with Ethernet and Wireless and thy were near identical.

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Well, that downstream sync speed is just a fraction of the estimate and the download speed is just a half of the sync so it looks like a severe line fault and/or home wiring issues. You should have no problem getting an Openreach engineer in to have a look

Thanks BB, they had a guy round last week to sort a noise on the line he replaced the very old and corroded master socket with a new filtered one and checked everything else he then installed a new super router in place of the very old one they had and the speed did increase a little, they then switched to faster fibre and you know the rest, if the line from house to pole which goes through tree branches has been damaged could it cause the drop in speeds we are seeing?


Edit to add - the noise (see OP) was back again today and we found an extension to the second sky box was the cause moving the phone line to a second adaptor seemed to cure it and several tests today have confirmed it was the cause.

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Edited by deleted (Mon 28-Aug-17 18:49:42)

Can you post the full modem stats with attainable rate, noise margins etc.

In reply to a post by lee111s:

Can you post the full modem stats with attainable rate, noise margins etc.

Sorry i cannot as i left the hous a while ago.

I did read their welcome letter from TT which says -

Welcome home an estimated download speed of between 39 and 40 Mbps with a guaranteed speed of 35 Mbps your home will be turbocharged.

I assume a test speed of 6.8 down and 1.5 up like BB says is a fraction of what they should be getting and therefore they should have no problem in getting it looked at.

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Edited by deleted (Mon 28-Aug-17 19:00:14)

Depends.

If DLM has set the target noise margin high due to a previous line fault it could just be a case of waiting for that to be reduced. The attainable rate and the noise margin will show if that's likely the case.

In reply to a post by lee111s:

Depends.

If DLM has set the target noise margin high due to a previous line fault it could just be a case of waiting for that to be reduced. The attainable rate and the noise margin will show if that's likely the case.

Thanks, they are going to speak to TT tomorrow so with a bit of luck they might get some answers.

I suggest that you make use of a program such as TeamViewer or its Windows equivalent on both your PC and your Parent's, so that you can access their PC remotely.

With such programs, you could make contact from your house; and access their router etc, to obtain the various parameters that would help.

And as others have said, use an Ethernet cable on both PCs, particularly when carrying out such tests.

In reply to a post by eckiedoo:

I suggest that you make use of a program such as TeamViewer or its Windows equivalent on both your PC and your Parent's, so that you can access their PC remotely.

With such programs, you could make contact from your house; and access their router etc, to obtain the various parameters that would help.

And as others have said, use an Ethernet cable on both PCs, particularly when carrying out such tests.

Thanks for the info i didn't know you could do that.

They have lost connection several times since switching on Saturday and last night the red light came on 9 separate times, i am no expert but i am convinced the line to the pole has been damaged by the tree branches i mentioned in an earlier post, it is acting like mine did a few years ago when mine was damaged at the pole and moisture got in every time it rained.. (it was pouring down here last night)

They have been out all day but are going to phone later do they phone TalkTalk or BT bearing in mind they have already had an engineer at the house to check internal wiring.


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Edited by deleted (Tue 29-Aug-17 15:18:28)

They aren't BT customers, so they need to call Talktalk.
OpenReach won't communicate with customers directly.

In reply to a post by j0hn83:

They aren't BT customers, so they need to call Talktalk.
OpenReach won't communicate with customers directly.

Thanks i will let them know.

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Re TeamViewer, if you have two PCs or PC & Laptop etc at your own house, you should first experiment on them, so as to get the basic set-up working.

It really is not difficult; but better to try it first in the confines of your own home, then if one is a laptop, take it to your parents, to establish the basic routine with "known, working" devices, before going ahead with your parents PC.

I have used it from hotels around the UK, to contact my main PC at home - for example, to upload and send meteorological data twice per day down to Exeter.

There are several other very useful uses.

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I presume the Windows version and others, are similar.

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As others have said, if the noises and/or the interruptions are affecting your parents' basic phone functions - report it to their Phone Provider - who might NOT be their ISP for Broadband.

In fact, try to avoid mentioning Broadband!

As others have said, if the noises and/or the interruptions are affecting your parents' basic phone functions - report it to their Phone Provider - who might NOT be their ISP for Broadband.

The phone is now fine but the broadband is very slow (no faster than when they were on ADSL) and keeps disconnecting, the guaranteed speed is 35 Mbps they are getting 7 maximum and usually lower.

Any idea how long their line is to the PCP - not the exchange?

When getting the stats from the modem, make sure the Line Attenuations both Down and Up are present, as these will help assess whether the actual copper length is short (good) or long (bad).

In reply to a post by eckiedoo:

Any idea how long their line is to the PCP - not the exchange?

When getting the stats from the modem, make sure the Line Attenuations both Down and Up are present, as these will help assess whether the actual copper length is short (good) or long (bad).

I won't be a able to get any more stats for a few days and know this is a total guesstimate but using google maps its 150 meters in a straight line and 250 if i follow all the roads.


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Late update -

It appears there is nothing wrong with the line and the speed has been 12Mbps for a few days (was around 6Mbps) and the router has stopped disconnecting (red light) after a lengthy phone call earlier the speed has gone up to 20Mbps and the guy from TT said it should creep up over the next 48 hours, i guess time will tell.

Edited by deleted (Tue 05-Sep-17 16:51:36)

Well as expected it didn't improve and as they are running the tests on Wi-Fi i guess it never will -

See why - http://forums.thinkbroadband.com/favlinker.php?Entry...

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Edited by deleted (Sun 10-Sep-17 15:31:57)