Terrible performance?

My son is on Orange home broadband and performance has dropped dramatically in the past month. Using a DG834v4, the stats show:

ADSL Link Downstream Upstream
Connection Speed 10439 kbps 1179 kbps
Line Attenuation 28.5 db 10.3 db
Noise Margin 3.3 db 6.3 db

However, BT speed test shows:

Download speedachieved during the test was - 1919 Kbps
For your connection, the acceptable range of speeds is 4000-21000 Kbps.
Additional Information:
Your DSL Connection Rate :10583 Kbps(DOWN-STREAM), 1187 Kbps(UP-STREAM) IP Profile for your line is - 9337 Kbps

>Upload speed achieved during the test was - 939 Kbps
Additional Information:
Upstream Rate IP profile on your line is - 1187 Kbps

----
Your service was found to be performing poorly.
Please raise a fault with your service provider, stating that the BT Performance Tester tool indicates poor service throughput performance after the third test.
====

The big clue is in the BT test summary!

I have contacted Orange tech support, but progress with them is really really slow!

Any other suggestions?

Are you talking to Orange's India CS, or UK? Believe me, if you have a real problem, get UK CS on the case - I did. They got BT OpenReach to check out my Master Socket and all wiring inside & outside my property. Result was, new wiring from gutter height to where it enters the ground floor master socket. Also, they replaced my really old Master Socket, with the latest BT one (with built in filter). All these efforts tweaked my speed up a bit, and cost me nought! However, sadly my evening download speeds continued to disappoint, so I'm off to BT, who I will be able to upgrade to FTTC with, sometime in 2012 when it comes available to my Postcode area. However, I understand from Orange, FTTC is not on their current or future remit @ this point in time

In reply to a post by shrimper1:

get UK CS on the case - I did.

Fat lot of good it did! They sent the wrong engineers to the wrong place; as they did with me until I directed them to look in the right place. Shows they have no idea. You may have personally gained, but it was shutting the stable door after the horse had bolted . I also unnecessarily gained a filtered faceplate which introduced shushing noise on voice until I added the old dangly filter on top .

In reply to a post by shrimper1:

so I'm off to BT

Same old! Same old network on same old exchange => same old complaint! You'll be back.

In reply to a post by aks:

My son is on Orange home broadband and performance has dropped dramatically in the past month. Using a DG834v4, the stats show:

ADSL Link Downstream Upstream
Connection Speed 10439 kbps 1179 kbps
Line Attenuation 28.5 db 10.3 db
Noise Margin 3.3 db 6.3 db

However, BT speed test shows:

Download speedachieved during the test was - 1919 Kbps
For your connection, the acceptable range of speeds is 4000-21000 Kbps.
Additional Information:
Your DSL Connection Rate :10583 Kbps(DOWN-STREAM), 1187 Kbps(UP-STREAM) IP Profile for your line is - 9337 Kbps

>Upload speed achieved during the test was - 939 Kbps
Additional Information:
Upstream Rate IP profile on your line is - 1187 Kbps

----
Your service was found to be performing poorly.
Please raise a fault with your service provider, stating that the BT Performance Tester tool indicates poor service throughput performance after the third test.
====

The big clue is in the BT test summary!

I have contacted Orange tech support, but progress with them is really really slow!

Any other suggestions?

looks like the dlm /profiling is artificially capping the connection , my attenuation is slightly higher than yours my sync is 15mbits on a 6db margin and get a 1.4mbit up sync my atten is 29db /14db up but my connection isn't subjected to bt dlm ect are you on adsl2 + or adsl2 ?

Thats not the main issue. Its low throughput, probably caused by contention. Uping sync wont overcome it.

Does low throughput speeds occur at any particular times? If so, its probably peak congestion.

I have only been helping him (my son) since yesterday, and we are checking whether time of days changes things.

Whilst investigating a different problem in September (constant line drops), I ran checks. Then he was achieving ~14mbs actual download speed (we joked it was faster than my own home connection). The slowdown has only been the last few weeks - he noticed as many web pages have been timing out, i.e. BBC, etc. I changed the router back to a DG834 yesterday (which he used previously on this same line) and ran routerstats - with the DG834 at least the line connection appears to be stable. With the Siemens router from Orange, it keeps dropping and timing out connections.

I'll get more checks over the coming days. These are the current test results:

Text

1 23 45 67 89 1011 12

TEST_DATE               DL mbs  UL mbs  LAT ms 11/26/2011 4:02 PM      4.77    1.00    1011/26/2011 4:08 PM      3.36    0.99    10 11/26/2011 4:11 PM      3.86    0.99    1011/26/2011 8:12 PM      3.80    1.00    46 11/26/2011 9:22 PM      2.17    0.94    4011/26/2011 10:06 PM     2.26    0.98    35 11/26/2011 10:49 PM     2.13    1.00    4011/27/2011 11:26 AM     4.00    0.97    42 11/27/2011 11:33 AM     3.39    0.87    3611/27/2011 11:39 AM     2.97    0.98    35 11/27/2011 12:22 PM     1.73    0.99    48

I have read other threads about slow connections. Is this a situation that is really getting worse due to load on the network, or could this be a technical problem with the line?

In case this help, SamKnows reports the exchange data as:
Exchange name: Hampton
Exchange code: STHMPTN
Distance to exchange: 500m

In reply to a post by aks:

I have only been helping him (my son) since yesterday, and we are checking whether time of days changes things.

Whilst investigating a different problem in September (constant line drops), I ran checks. Then he was achieving ~14mbs actual download speed (we joked it was faster than my own home connection). The slowdown has only been the last few weeks - he noticed as many web pages have been timing out, i.e. BBC, etc. I changed the router back to a DG834 yesterday (which he used previously on this same line) and ran routerstats - with the DG834 at least the line connection appears to be stable. With the Siemens router from Orange, it keeps dropping and timing out connections.

I'll get more checks over the coming days. These are the current test results:

Text

1 23 45 67 89 1011 12

TEST_DATE               DL mbs  UL mbs  LAT ms 11/26/2011 4:02 PM      4.77    1.00    1011/26/2011 4:08 PM      3.36    0.99    10 11/26/2011 4:11 PM      3.86    0.99    1011/26/2011 8:12 PM      3.80    1.00    46 11/26/2011 9:22 PM      2.17    0.94    4011/26/2011 10:06 PM     2.26    0.98    35 11/26/2011 10:49 PM     2.13    1.00    4011/27/2011 11:26 AM     4.00    0.97    42 11/27/2011 11:33 AM     3.39    0.87    3611/27/2011 11:39 AM     2.97    0.98    35 11/27/2011 12:22 PM     1.73    0.99    48

I have read other threads about slow connections. Is this a situation that is really getting worse due to load on the network, or could this be a technical problem with the line?

Time of day, like now with live footie on the net, and more so later this pm!
Date Day Downstream Upstream IP Address Connection
27/11/11 13:23 Sun 1606 Kbps 927 Kbps 2.28.95.12 my home DSL

Very important to say this, but not all providers rent the same level of capacity, so one provider being slow does not mean all you went the varying BT Wholesale based products will see the same issue.

Congestion. Move to Be* or Sky LLU.

Yes, that's my suspicion. Weird that it changed dramatically over the last 2-3 weeks.

So if it is, Orange presumably know this. So why give me the run around pretending that various tests will help the situation?

The support monkeys must follow a script.

Just one clarification.

Logging in to the BT speedtest (using the BT test user) still shows low throughput. Does this indicate a technical line issue, or still likely a capacity issue with Orange?

Terrible here too and almost 24/7 throttling.

I know this because I have 2 connections and the Sky one max's out 18 meg under a minute often in seconds wheras even in off peak times you get half to 1 meg with orange when a few weeks ago it was fine.

After about 10pm at night the speed fluctates from about 1 meg to 10 meg and is fine around lunchtime every day. and starts dropping around 3pm.

P2P now goes at 0.1-.05 KB/s

A line issue usually manifests itself as low or wildly variable sync speed (yours is lowish as pointed out by another poster, but nowhere near as low as your throughput indicates) or frequent discons.

And Orange may not actually know about it

Be a bit of a disconnect there if BTw doesn't inform Orange of issues while Orange Tech Sup is supposed to be helping solve customers' problems.

Still not much change there, cuz they never knew of issues when it was their own LLU network.

Most things are available via an XML interface, so it depends on what spec managers gave to the programmers as to what call centre staff will have visible on their screen.

Though the way Orange works the irony is that the staff may actually be employed by BT Wholesale.

Andrew academic for me now, but I recall you said you were intending to try and meet with Orange earlier in the autumn to find out more about how they operate their BTw service. Did you ever get a "round tuit" , and can you share what you found out?

Never got around to it, got busy, and while quieter now, as of next week busy again