Xilo Service (or lack thereof)

Only recently swapped from Plusnet to Xilo, but now looking to move elsewhere. Since moving across, my speed has gone from 14Mbs to 3Mbs and I am getting nowhere with the support 'team'

Any suggestions where to go now?

What was wrong with PlusNet?

I ask in case you moved because of a problem on the line and hoped it would cure it. Whatever is wrong now, you certainly need to see if we can help you, as it might go with you to anywhere else.

Your line stats from your router would be useful as a starter, (connection speeds, noise margins, attenuations at least, preferably error counts as well). Plus any more information you can give us about the issue.

No line problems before with Plusnet (apart from incorrect IP profile issues that were resolved after quite a bit of faffing)

The reason I swopped to Xilo is that they were rated as having great, stable xDSL, and could provide a service with no-interleaving and improved upstream speeds. Haven't seen that though!

When troubleshooting I would see reconnection speeds at 13Mbs (which is about right for my line), however, after about 5 mins these would step down to 3-4Mbs

Line stats below (running Dratyek 2830):

ADSL Information ( ADSL Firmware Version: 2471201_A)
ATM Statistics TX Cells RX Cells TX CRC errs RX CRC errs
7758727 35461560 0 3
ADSL Status Mode State Up Speed Down Speed SNR Margin Loop Att.
ADSL2+(G.992.5) SHOWTIME 687714 4147513 13 21

Is that the router you were using on PlusNet?

I assume you've been through all the usual stuff with xilo. What do they reckon to the 13dB noise margin? (I assume that's downstream). Upstream speed is bad as well, as you know.

Yes, done all the usual checks. Yes, Draytek was used for Plusnet. Yes upstream [censored] as well!

The irony is that when I first swapped over to Xilo, all seemed fine.

Done a factory reset on the Draytek? Tried a different router?

Another odd thing is that on 21dB attenuation I'd expect well over 17Mbps sync (on a 6dB margin). Wondering if there might be an underlying problem somewhere that has just got a lot worse, giving constant noise.

Have you got any new or replacement electrical/electronic device? Maybe a neighbour has? Moved anything around?

No, Haven't tried a replacement modem yet, but will. There is a lot of noise on the phone line (hiss), but that has always been there, even when speed was good. Filters are also on all used sockets (and replaced them all recently too). Thanks for your help BTW, much appreciated.

Maybe the hiss has always been in the audible range and a bit in the ADSLx range, and is now more intense or spreading over more frequencies in the ADSL range. More intense would be the more likely, as it is hitting both down and up.

Can you get bin/frequency loading figures out of the Draytek?

In reply to a post by timthewebb:

The reason I swopped to Xilo is that they were rated as having great, stable xDSL

Rated by who?

The issue for your line appears to be line related which you have been in touch with us by.

There have been no issues detected remotely on the line so we've been doing some extra monitoring before jumping straight in to a SFI visit, which could potentially lead to charges.

Your sync rate varies as per the update from yourself noting it starts at 13Mb and then drops to 3Mb, which is certainly indicative of a potential fault but we are still investigating it as per the update from one of my guys earlier today.

It can take a little bit of time to do further investigations but happy to jump straight to a SFI if you would prefer this.

Do update us via the fault raised and we'll proceed as you like.

Edit: Have just also sent a further update to your ticket following on from the one just after 5pm today.

Matt

Edited by uno (Fri 28-Jun-13 17:51:30)