Rubbish line stats and sync speeds

Right folks long story roughly 12 months ago moved to a new property and moved my account to it. For the last 12 months i've been dealing with a poor service that re syncs constantly think it managed 750 re syncs in one day. If the phone rings it would knock out the BB. Worst of all even though the line would sometimes sync at close to 8m my throughput would only be about 0.12m. Have called BT so many times about this issue and they've sent out 3 engineers who apart from 1 haven't found any issues at all. When the engineer did find an issue the line was clear and free from crackle for about 2 days after that its returned to its old self. I live roughly 750 meters from the exchange obviously line length is slightly longer. line stats are as follows
ADSL Line Status

Connection Information

Line state: Connected
Connection time: 0 days, 00:11:30
Downstream: 2.375 Mbps
Upstream: 448 Kbps

ADSL Settings

VPI/VCI: 0/38
Type: PPPoA
Modulation: G.992.1 Annex A
Latency type: Interleaved
Noise margin (Down/Up): 14.6 dB / 19.0 dB
Line attenuation (Down/Up): 28.5 dB / 16.5 dB
Output power (Down/Up): 19.8 dBm / 12.3 dBm
FEC Events (Down/Up): 0 / 1
CRC Events (Down/Up): 0 / 1
Loss of Framing (Local/Remote): 0 / 0
Loss of Signal (Local/Remote): 0 / 0
Loss of Power (Local/Remote): 0 / 0
HEC Events (Down/Up): 0 / 1
Error Seconds (Local/Remote): 463 / 524

When the last engineer came he told me to phone up the broadband help desk to get them to reset my Bras settings i tried this but when the bloke heard the crackle on my line he said he wouldnt do that until the phone line was free from crackle so he escalated the issue again and will call me back today between 12-2.

Any ideas what could be causing my issues and will bt compensate me for not providing me with a service worthy of the price i'm paying each month.

the attenuation suggests 2 km, but signal loss may not be due to distance alone.

Describe what happens after the line enters your premises.

from the main phone socket goes straight into a microfilter and off to the router and phone distance of less than a meter away. I only have 1 socket in my premises.

If line is crackly with no broadband hardware connected and just one corded phone in the test socket, then forget complaining about broadband but report a voice fault to whom you pay voice line rental and once that is fixed should improve on the broadband side.

If brain has had enough coffee, I think this sounds like a class High Resistance (HR) fault.

reported fault as both phone and broadband. When the engineer came and did his checks he couldnt find any fault with the line initially, but he did witness an incoming phone call de syncing the router.

Probably would have worried more about the broadband, if the line is crackly when only the phone is connected just report that and you often get an easier path to getting it fixed, as the engineers often understand the voice only side better.

just dialed 17070 and did a quiet line test. with the router plugged in, and got a hissing plus what sounded like electrical arching on the line??? sounding more like HR fault???

If the router is plugged in then there is a chance the issue is capacitor in a microfilter and the ADSL signal breaking through. Hence why its important to test with no adsl hardware connected at all.

right tested with just phone, slight hiss but nowhere near as bad as when adsl is connected. also tried 2 new microfilters and both produce the same hissing arching sound when connectedd with the router.

Edited by RBD (Tue 23-Jul-13 13:06:13)

Right another day another engineer (4 so far). But this one may have done the trick he's double checked the connections in the cabinet and so far 14 hours in the bb has been rock solid sync wise except if course when we had a power cut

Line stats look a lot better now

Connection Information
Line state: Connected
Connection time: 0 days, 10:18:26
Downstream: 7.938 Mbps
Upstream: 448 Kbps

ADSL Settings

VPI/VCI: 0/38
Type: PPPoA
Modulation: G.992.1 Annex A
Latency type: Interleaved
Noise margin (Down/Up): 9.9 dB / 28.0 dB
Line attenuation (Down/Up): 25.5 dB / 14.5 dB
Output power (Down/Up): 19.9 dBm / 12.1 dBm

Only problem now is slow download speed remains so what you reckon leave it 3 days or call BT and get them to reset BRAS profile

It probably isn't anything to do with the BRAS profile as such.

Just to check one thing, please could you post the link to what samknows says about your exchange?

Is this with BT broadband? The line attenuation indicates you could get much faster speeds however if the exchange is not 21CN / LLUed there's no chance of a big improment.

Looking much better though.

Yeah no 21cn as its a village exchange but it does have sky llu.
Not bothered about getting more than 8meg just want to get my download faster than 0.7

so is the BT speedtest additional diagnostics thingy saying your IP profile is 1000 ?

In reply to a post by RBD:

Yeah no 21cn as its a village exchange but it does have sky llu.
Not bothered about getting more than 8meg just want to get my download faster than 0.7

If you were to move over to Sky LLU you should see around 15 - 18 Mbps assuming the line has been fixed correctly. It's really worth considering if you are soon to be out of contract. 8 Mbps is fine although the slower upload does make websites 'feel' slower when loading.

yeah i plan too but i have 6 months remaining of my contract with BT

1. Best Effort Test: -provides background information.

Download Speed
0.62 Mbps

0 Mbps 1 Mbps
Max Achievable Speed

Download speedachieved during the test was - 0.62 Mbps
For your connection, the acceptable range of speeds is 0.2 Mbps-1 Mbps.
Additional Information:
Your DSL Connection Rate :8.13 Mbps(DOWN-STREAM), 0.45 Mbps(UP-STREAM)
IP Profile for your line is - 0.75 Mbps

thats the result i get from further diag

Also Sky doesn't have this IP profile system. So what speed you sync at is the speed you get. Much better.

Looks like the IP profile hasn't caught up yet. It can take a few days, often around 4 days but sometimes as long as a few weeks. Just keep the router connected 24/7 and hold on

Any drop outs since or are we all good?

nope all good so far no dropouts at all. just glad this is finally getting resolved, will hold on for a few more days then just me being impatient after a long time with a rubbish service.

Edited by RBD (Sat 27-Jul-13 11:12:27)

IP Profile for your line is - 0.75 Mbps

If it doesn't need to be on overnight I would power off the router and see if that rattles the profile system into an update tomorrow morning. Nothing ventured etc.

In reply to a post by ukhardy07:

Looks like the IP profile hasn't caught up yet. It can take a few days, often around 4 days but sometimes as long as a few weeks. Just keep the router connected 24/7 and hold on

Err no!

The IP Profile takes between a few hours and five days. It also updates in the shorter time if the sync increase causing the rise is a high percentage of the low speed, which would seem to be the case here. Only in the case of a small percentage rise does it take five days.

Are you perhaps confusing it with high noise margins, (caused by problems not the 8Mbps capping), that normally take 10-14 days to lower automatically?

Did you cause the re-sync between 22:56 last night and the BT speed test today?

Normally I'd agree with you there Phil, but I'd like to see one night with it connected at what appears now to be 8128kbps. The DLM does do an overnight check of the line and that check may trigger the IP Profile update.

I'd tend to wait and see, and if it is still at 0.75kbps in the morning I'd turn the router off for 10-20 minutes, then leave it on again overnight (assuming decent stats again), and see what Monday morning brings.

Yes, I'm making a few mistakes recently! I'll put it down to my lack of sleep.

I know the feeling !

Well no change in speed after 2 nights turned router off for 20 mins stats are nearly identical so hopefully see what Monday brings. Bt are due to call me Monday afternoon.

Good luck .

Just returned home at 2am and a quick speed test

6.5 meg via an iPhone

At last fast(ish lol) internet