Was connecting at 19-20Mbps download, now only 9722Kbps

Hi all

Last Thursday our broadband connection started going haywire - the router would drop the connection every 1-3 minutes over a period of many hours occasionally with up to 12 hour periods of stability. Prior to then we were getting great speeds (Speedtest.net typically 12-16Mbps d/l, 1.6Mbps u/l) and no connection problems.

However, since Thursday it's only connecting at 9.7Mbps and 446Kbps respectively. And when I was on the phone to Orange / EE support on Saturday it again was dropping the connection more frequently than the proverbial wh0re's drawers! Orange are sending an engineer around on Friday because they think there's a fault somewhere, but when we had similar problems a couple of months ago the Openreach engineer said the line was fine, but I guess things can change...

Anyway, it seems to be stable again but as I said, at a much lower speed. In fact Speedtest.net is measuring 1.7Mbps d/l and 350Kbps u/l right now...

Does anyone have any ideas as to how I can get Orange / EE to get the speed back up again?

Brightbox router...

adsl status

This page shows information about your ADSL connection if applicable.

status:
configured current
Line Status --- SHOWTIME
Link Type --- Interleaved Path
Operation Mode Automatic G992.5(ADSL2+)
data rate information:
stream type actual data rate
Upstream 446 (Kbps.)
Downstream 9722 (Kbps.)
defect/failure indication:
operation data upstream downstream
Noise Margin 30.3 dB 11.5 dB
Line Attenuation 11.7 dB 19.5 dB
indicator name near end indicator far end indicator
Output Power 12.6 dBm 0.0 dBm
Fast Path FEC Correction NA NA
Interleaved Path FEC Correction 4314412 4373
Fast Path CRC Error NA NA
Interleaved Path CRC Error 4283 55
Loss of Signal Defect 6 0
Fast Path HEC Error STR NA NA
Interleaved Path HEC Error 90730 101
Error Seconds 861 90
statistics:
Received Cells 28008903
Transmitted Cells 1721882

Many thanks

Tim

Okay, looks like a bit of a problem. 3 things though;

1. Is the line noisy at all? Does it crackle?

2. Have you tried changing your Microfilter, Plugging your microfilter into the test socket and trying that way?

3. Tried changing your router?

Thanks for getting back to me Chris.

1). No, not that I've noticed

2). Will give that a go and report back

3). No, I don't have another one to swap. We only switched to Orange 2-3 months ago so I assume it's new...

Is there anything in my ADSL stats that indicate a problem to you?

It'll be interesting to see what the engineer says...

Thanks

Tim

If the upstream is still 443 Kbps after a reboot, and lots of spare noise margin 30dB is very large amount of spare, then looks like you have been happy slapped by Orange and put onto a banded profile

Looks more like an ISP/support configuration messing up than a fault with the line

Thanks Andrew, the stats are the same after the reboot...

data rate information:
stream type actual data rate
Upstream 446 (Kbps.)
Downstream 9724 (Kbps.)
defect/failure indication:
operation data upstream downstream
Noise Margin 30.9 dB 10.4 dB
Line Attenuation 12.0 dB 20.0 dB

What should I be saying to Orange to get them to put me back on the faster profile?

Thanks

Tim

Ask them to remove the banded profile they appear to have forced on the connection.

Thanks Andrew, I'll call them tomorrow.

An Openreach engineer, which is what they are sending round, will be of no use at all. He only deals with the cabling but not the BB parameters which Orange can set from their desks.

In reply to a post by timpent:

Noise Margin 30.3 dB 11.5 dB

There's your problem! Both are being held artificially high by Orange. There are quite few reports of this happening. You need to speak to Orange's Fault Management Team to release them.

Thanks xrayspexs. What sort of values do you think they should be set at?

Tim

They should naturally find their own level (not set) at 6/6 or even 6/3 providing your home wiring is good. But all Orange need to do is remove the artificial banding they have put on it.

EDIT: Did you notice what they were when you were getting 19-20 Meg?

Edited by XRaySpeX (Sun 02-Dec-12 21:38:48)