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Standard User deleted
(deleted) Sat 29-Jul-17 11:52:33
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Slow broadband after line fault fixed by Openreach


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I have a phone and broadband package with EE (Brightbox router). Over the last few weeks we have been experiencing a crackly phone line and gradually reducing download speeds - 12 Mbps (although up to about 20 originally claimed) down to 0.5 Mbps.
After several phone calls and tests (new filter purchased) on Tuesday 25th July EE sent an engineer who confirmed it was an external line fault and this was followed on 27th July by an Openreach engineer who apparently corrected a fault (aluminium cable) in a connection box some 150 yards away. This greatly improved the sound quality but the download speeds remain (now 2 days later) at 0.5 Mbps. The engineer claimed it would take up to 10 days (with the router permamently connected) for the line to reset although there seemed to be some suggestion that an engineer would have to come out to reset the DLM, or whatever?? I rather get the impression that they initiate this second engineer visit as a last resort - cost?? Should I contact EE again to expedite this reset or just wait for the 10 days.
Your comments would be appreciated.
Standard User deleted
(deleted) Sat 29-Jul-17 12:30:05
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Re: Slow broadband after line fault fixed by Openreach


[re: deleted] [link to this post]
 
Can you post the connectipn stats from your router?
Standard User deleted
(deleted) Sat 29-Jul-17 12:41:35
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Re: Slow broadband after line fault fixed by Openreach


[re: deleted] [link to this post]
 
https://www.thinkbroadband.com/speedtest/15013240923...

Thanks for your speedy reply - faster than my broadband!
Is this what you are asking? If not perhaps you could explain how to find connection stats.


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Standard User deleted
(deleted) Sat 29-Jul-17 12:47:37
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Re: Slow broadband after line fault fixed by Openreach


[re: deleted] [link to this post]
 
See http://ee.co.uk/help/phones-and-device/home-broadban...
Standard User deleted
(deleted) Sat 29-Jul-17 12:50:23
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Re: Slow broadband after line fault fixed by Openreach


[re: deleted] [link to this post]
 
Further to my last reply, with the help of Google I've now managed to get my router stats. However, this shows password details which I would be reluctant to post on the forum. Can I quote any specific items of the router stats?
Standard User deleted
(deleted) Sat 29-Jul-17 13:07:29
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Re: Slow broadband after line fault fixed by Openreach


[re: deleted] [link to this post]
 
Connection rates, noise margin, max rate if available. Connection up time would be helpful.

Alrernatively edit out the information you don't want us to see and post a screenshot
Standard User deleted
(deleted) Sat 29-Jul-17 13:35:12
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Re: Slow broadband after line fault fixed by Openreach


[re: deleted] [link to this post]
 
EE staus report shows :

Downstream rate 0.57 Mbps
Upstream rate 1.28 Mbps

I believe these to be the maximum for the line as recent speed checks show a little lower than these values.

Connection time 47 hours 40 minutes.

Sorry, can't see any reference to noise margin or SNR.
Standard User deleted
(deleted) Sat 29-Jul-17 14:52:50
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Re: Slow broadband after line fault fixed by Openreach


[re: deleted] [link to this post]
 
Does the "advanced" tab give any more details?
Standard User deleted
(deleted) Sat 29-Jul-17 15:43:51
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Re: Slow broadband after line fault fixed by Openreach


[re: deleted] [link to this post]
 
Have gone into "Advanced" but doesn't seem to provide more significant information (as far as I can tell). Certainly no noise margin info.
For what it's worth, have performed BT quiet line test (17070 option 2) and line is now very quiet. Before engineer's repair it was very crackly.
Standard User ggremlin
(experienced) Sat 29-Jul-17 16:41:39
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Re: Slow broadband after line fault fixed by Openreach


[re: deleted] [link to this post]
 
I would reboot the router. (turn it off for 10-15 seconds, then on again)
as it maybe is still synced at the crippled speed, and not aware that it can run faster again
Standard User deleted
(deleted) Sat 29-Jul-17 17:56:46
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Re: Slow broadband after line fault fixed by Openreach


[re: ggremlin] [link to this post]
 
The router has been rebooted since the line repair. I am reluctant to turn off/reboot again as I was told that the router must be turned on continuously for the DLM to reset automatically.

A Google search found the following which seems to confirm.
https://www.netcom.co.uk/support/adsl/dlm-dynamic-li...
Standard User Zarjaz
(eat-sleep-adslguide) Sat 29-Jul-17 18:10:02
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Re: Slow broadband after line fault fixed by Openreach


[re: deleted] [link to this post]
 
It is very likely that BT Wholesale DLM has capped your sync rate down in an attempt to stabilise things whilst the fault was in evidence.

Usually, with a lengthy stable connection after the fault has been resolved the sync rate should creep back up .... but may take a long time.

This would be easier diagnosed/confirmed if full line stats were visible.

Otherwise EE are likely to request an SFI visit from Openreach who can get a reset done for them.

Standard User deleted
(deleted) Mon 31-Jul-17 12:30:21
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Re: Slow broadband after line fault fixed by Openreach


[re: Zarjaz] [link to this post]
 
Allelujah. Finally EE have managed to remotely reset DLM (I think that's what they did!) and I am now achieving 18 Mbps download. They were able to do this apparently after 72 hours of line stability following the line repair. I have to say that the EE guys in Plymouth were all very friendly - and I could understand their Devonian accent!

It's amazing to think that when Kim Jong-Un has the technology to lob a missile into Donald's backyard that it took many phone calls, two engineers visits and nearly a month to get get a corroded connection sorted. I think my main frustration was the lack of clarity of the information - this fix may work, it may take 3 days before it speeds up, it may be 10 days, it may require another engineer's visit to reset??? Luckily I live in the suburb of a major city with the BT exchange about as far away as Ben Stokes can hit a six and not in a remote area of Wales.

Reminds me of the time in 1967 when I spent some time in Montreal, Canada. I had moved into a new apartment and contacted Bell Telephone to install a phone. They were quite apologetic that I would have to wait until the next morning before they could arrange the visit. The older ones among you may remember that at that time in the UK you were lucky if you only had to wait 3 months to get a phone installed - and then it was probably a shared line.

Anyway, thanks to all you guys for your advice and comments.
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