EE help please

hi there thanks for reading
for the past couple of days (after a year of brillant service) my internet has been dropping every 5 to 10 minutes, i decided to call ee customer service, no fault on the line apparently but he told me to plug the router into the test socket which i did ,now i do have a solid connection but the speed has dropped dramatically i was getting around 13 to 14 meg and now it goes from 1 to 6 meg ( never the same )

here's my router stats
Line Status --- SHOWTIME
Link Type --- Interleaved Path
Operation Mode Automatic G992.5(ADSL2+)
Data Rate Information
Stream Type Actual Data Rate
Upstream 440 (Kbps.)
Downstream 9722 (Kbps.)
Defect/Failure Indication
Operation Data Upstream Downstream
Noise Margin 31.9 dB 13.1 dB
Line Attenuation 9.6 dB 20.0 dB
Indicator Name Near End Indicator Far End Indicator
Output Power 12.3 dBm 0.0 dBm
Fast Path FEC Correction NA NA
Interleaved Path FEC Correction 26624 0
Fast Path CRC Error NA NA
Interleaved Path CRC Error 0 0
Loss of Signal Defect 0 0
Fast Path HEC Error STR NA NA
Interleaved Path HEC Error 0 0
Error Seconds 0 0
Statistics
Received Cells 553417
Transmitted Cells 1315932

noise margin seem ok now i guess? but when it was cutting off noise margin downstream was -0.2 is this normal ?

any help please?
thanks


when i go on speed test.com now , i get around 11 meg which is much better than earlier today
here's my stats now they seem better don't they???
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 440 (Kbps.)
Downstream 17705 (Kbps.)
Defect/Failure Indication
Operation Data Upstream Downstream
Noise Margin 32.1 dB 6.3 dB
Line Attenuation 9.6 dB 20.0 dB
Indicator Name Near End Indicator Far End Indicator
Output Power 12.3 dBm 0.0 dBm
Fast Path FEC Correction NA NA
Interleaved Path FEC Correction 1336625 0
Fast Path CRC Error NA NA
Interleaved Path CRC Error 35 0
Loss of Signal Defect 0 0
Fast Path HEC Error STR NA NA
Interleaved Path HEC Error 513 0
Error Seconds 24 0
Statistics
Received Cells 15289827
Transmitted Cells 643416

Edited by stevenfrenchy (Tue 17-Dec-13 18:04:11)

In reply to a post by stevenfrenchy:

Operation Data Upstream Downstream
Noise Margin 31.9 dB 13.1 dB

These NMs are far too high; usually 6/6 or 6/3. No evidence of errors pushing them up. Orange are holding them unnecessarily high and need to be told to reduce them. Line is capable of 20 Meg.

How do you explain the internet cutting off on regular socket and not on test socket ?

Ah, yes. Faulty internal wiring would explain why NMs have shot up.

Have you removed ring wire? Tried other filters? All phone extns filtered?

EDIT: Try Quiet Line Test (17070 Opt 2) from test socket, master socket & all extns, with & w/out router.

Edited by XRaySpeX (Tue 17-Dec-13 10:24:36)

And the rise of the Christmas Lights may explain why its suddenly started...

http://www.thinkbroadband.com/news/6205-guide-to-tra...

I haven't touch the ring wire , I have a spare brightbox shall I give it a try with a new filter ?
If the problem is internal wiring ? Will ee fix it ?

I have no Christmas decoration at home

No! I've already given you my suggestions. Have you tried them?

I don't know how to remove the wire ,and I don't have a landline ,
I will try a spare filter but if the filter works on test socket why would the filter be faulty ?

Whenever my upstream was 440-443kbps it was a signal that EE were doing something to the line. You can try the 'technical support' and ask them to reset the line. It may be worth trying their support on twitter or facebook to see if you can get a call back from their UK call centre as they seem to know what they're doing.

You may not have a Landline PHONE; but from your own description, Brightbox etc, you appear to have a Phone LANDLINE to deliver the EE/Orange Broadband Service.

In reply to a post by stevenfrenchy:

I don't know how to remove the wire

See: Removing the Ring Wire.

You mean you don't have a phone handset? It is always useful to have a cheap corded one for just such a purpose. How many phone extns are there? With no phones plugged in?

Filters can always fail and it is simple to try another one.

Yes that's what I mean ,no handset I'll get a wired one soon

I have only one socket in the flat
I changed the filter no improvement on speed on test socket , I'll try the regular socket if I still get disconnected

In reply to a post by stevenfrenchy:

I have only one socket in the flat

You mean you only have a master socket, to which the router is connected, and no other extensions?

When you remove the faceplate of the master socket, are there any wires connected to the back of the faceplate? There should not be (as you have no extensions) and it should not make any diff whether router in test socket or in front socket. If there are wires on back of faceplate, there's your problem or you have a mysterious unknown extension.

https://www.dropbox.com/sh/rt7icegvndw8ngx/Zy39z4BizH

Here's a photo of my socket

The extension wiring is connected to the faceplate that is hanging down in the photo.

You can safely remove 1, 4 and 6 - they have no function in a residential installation. Should you wish to remove the ring wire, remove 3 as well. To remove the wires from the blocks, lift them upwards.


If your router is sited at this socket, you may well benefit from installing one of the interstitial filters used for FTTC, which works equally well with ADSL of all flavours. This only requires a screwdriver and a couple of minutes, as you can slide the extension wiring to the faceplate through the slot in the filter. You should then be able to discard all your dangly filters - connect the router to the socket on the top part of the interstitial filuter.

If I take those wires off , that will fix the slow speed and disconnections ?
How weird I don't get disconnections on test socket still get slow speed ??

when i go on speed test.com now , i now get around 11 meg which is much better than earlier today
here's my stats now they seem better don't they???
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 440 (Kbps.)
Downstream 17705 (Kbps.)
Defect/Failure Indication
Operation Data Upstream Downstream
Noise Margin 32.1 dB 6.3 dB
Line Attenuation 9.6 dB 20.0 dB
Indicator Name Near End Indicator Far End Indicator
Output Power 12.3 dBm 0.0 dBm
Fast Path FEC Correction NA NA
Interleaved Path FEC Correction 1336625 0
Fast Path CRC Error NA NA
Interleaved Path CRC Error 35 0
Loss of Signal Defect 0 0
Fast Path HEC Error STR NA NA
Interleaved Path HEC Error 513 0
Error Seconds 24 0
Statistics
Received Cells 15289827
Transmitted Cells 643416

shall i plug it back on the socket on leave it on test socket ? ( i tried that few hours ago i got disconnected twice so i put it back on test socket and no more disconnection and now it looks like the speed is coming back )

In reply to a post by stevenfrenchy:

How weird I don't get disconnections on test socket still get slow speed ??

The damage has already been done by your (superfluous?) internal wiring resulting in DLM raising NM and now in the test socket it is monitoring whether it is safe to reduce it.

Your latest stats are much better.

In reply to a post by stevenfrenchy:

Operation Data Upstream Downstream
Noise Margin 32.1 dB 6.3 dB

Note that Down NM has been reduced to 6dB resulting in faster Down sync. However UP NM is unchanged. This is not DLM but Orange holding it too high. Your Up sync should be 888 K.

In reply to a post by stevenfrenchy:

If I take those wires off

Why are those wires there? Where do they go? Do you have any extension socket? You never answered me.

Not that I recall , maybe under behind a wardrobe somewhere ...but never used it

The wiring with nothing plugged in can pick up interference and cause drop outs in the broadband signal

As OP has shown it is doing so.

As previously suggested, if OP wants a stable connection he needs to remove the faceplate wiring or keep plugged into test socket.

Looking at your Dropbox photo, there appears to be wiring running off, centre-left, along the skirting board. It comes out of that wall through what looks like a plastic trim.

Is this the main run from the plate that you have temporarily removed to access the Test Socket?

And do you know where that extraneous wiring terminates?

well i received a call from EE to tell me that the fault was internal wiring but they would have to call bt guy ( my cost apparently) but now my speed has gone down again , on wired i get 5 meg so i called back ( currently on hold) they are doing more test,
i know you guys told me to get those wires out but i am afraid to touch something and not get any internet at all... is that possible by touching the wrong wire or the wrong way?