Orange BB speed down to 0.2Mbps from 15Mbps..HELP

Hi guys - hope someone can help as Orange CS dont seem to think there is a problem.

I have been with Orange BB for around 3 months and everything was going swimmingly! An average sync speed of 15Mb.

Over the past few days I had noticed that web pages are extremely slow to load so did a speed test and it's down to 0.2mbps. Thinking something has gone wrong I checked my router stats and noticed that my download is now only 283Kbps - which is just plain silly!

OK. Ive spoken to Orange CS who say 'from their end' the router is syncing at 13Mb and not 0.2Mb and the problem is in 'my house'!!

Nothing has changed in my house, except getting a dog. I have changed filters, cables and even routers to see if that helps, but to no avail.

I do have Orange calling me back as I asked to escalate the problem as I think the guys was talking balls but is there anyone who has had a similar problem or can help in anyway? Could it be a problem at teh local exchange?

My stats are:

Data Rate Information:
Stream Type Actual Data Rate
Upstream 446 (Kbps.)
Downstream 283 (Kbps.)

Defect/Failure Indication:
Operation Data Upstream Downstream
Noise Margin 30.8 dB 23.7 dB
Line Attenuation 18.4 dB 30.0 dB

The modem does not sync at a higher speed from their end - ignore support.

Have you checked at the test socket, and compare the stats rather than a speedtest result. Also what is the downstream noise margin like just after a resync

Your stats (noise wise) are fine. Can you please run a BT Speed Test here and copy and paste the full results into a further post.

Edited by deleted (Fri 31-Aug-12 23:38:46)

How are those stats fine noise wise? Massively large margins that are costing the user a lot of sync speed

In reply to a post by MrSaffron:

How are those stats fine noise wise? Massively large margins that are costing the user a lot of sync speed

Just used the Kitz Max Speed Calculator which gave plausible results.

Hi guys, thanks for your replies:

Here's the speed test results:

1. Best Effort Test: -provides background information.

Download Speed
0.12 Mbps

0 Mbps 0.25 Mbps
Max Achievable Speed

Download speedachieved during the test was - 0.12 Mbps
For your connection, the acceptable range of speeds is 0.1 Mbps-0.25 Mbps.
IP Profile for your line is - 0.25 Mbps

2. Upstream Test: -provides background information.

Upload Speed
0.27 Mbps

0 Mbps 0.83 Mbps
Max Achievable Speed

Upload speed achieved during the test was - 0.27Mbps
Additional Information:
Upstream Rate IP profile on your line is - 0.83 Mbps


Does that help?

In reply to a post by ciobbath:

Does that help?

Yes, thanks. Am I right in saying, MrSaffron, that OP needs to ask Orange directly to increase their IP profile? Is this a stuck profile issue?

Not a stuck profile issue, as I said before we need the stats just after the modem has been rebooted, to see what the target margin is.

A sticky IP profile does not affect the sync speed.

This may be a case that the WBC DLM system has gone a bit mad, and the ISP should be able to spot that based on the attenuation of the line, and the historical line data that they will have access to (though not the people on the phone probably)

Please turn the router off for 5 minutes. Then see what the stats are like after turning it on again.

http://www.coolwebhome.co.uk/calc/calculator.php

May be a better option, red lights showing bad results. The key indicator that something is wrong is that the Normal speed range at 30dB attenuation is 13000 Kbps to 16200 Kbps