Technical Discussion
  >> Technical Issues


Register (or login) on our website and you will not see this ad.


Pages in this thread: 1 | 2 | (show all)   Print Thread
Standard User Turnipfarmer
(learned) Thu 23-Jan-20 21:28:16
Print Post

My Fibre BB is connected at a slow speed - possible issue?


[link to this post]
 
Hey everyone.

Hope someone can help. I've recently been experiencing slow speeds and speed tests have confirmed this. I pay for 16-30mbs and falling way short of that with 12.5, 11 and 14.9.

Is there anyone that can look into this for me or what's best to do? I'm convinced there is a line issue.

Below is some information from my router.

Configured CurrentLine StatusLink TypeOperation Mode
-- UP
-- Fast Path
Automatic G.993.2 (VDSL2)
DATA RATE INFORMATIONUpstreamDownstream
4305 (Kbps)
14999 (Kbps)
DEFECT/FAILURE INDICATIONOperation Data Upstream DownstreamNoise MarginLine Attenuation
6.1 (dB) 11.9 (dB)
0.0 (dB) 27.4 (dB)

Indicator Name Near End Indicator Far End IndicatorOutput PowerFast Path FEC CorrectionInterleaved Path FEC CorrectionFast Path CRC ErrorInterleaved Path CRC ErrorLoss Of Signal DefectFast Path HEC Error STRInterleaved Path HEC ErrorError Seconds
6.9 (dBm) 6.9 (dBm)
433892 73
-- --
0 17398
-- --
1 0
0 2859
-- --
2736 74
STATISTICSReceived DataTransmitted Data
26873593 (Kbits)
7639932 (Kbits)

System Uptime is: 226:33:59

Featured ProductsDownstream Line Rate(Mbps)Upstream Line Rate(Mbps)Downstream Handback Threshold(Mbps)WBC FTTC Availability DateWBC SOGEA Availability DateLeft in Jumper High Low High Low Featured ProductsDownstream Line Rate(Mbps)Upstream Line Rate(Mbps)Downstream Range(Mbps)WBC FTTP Availability Date

ADSL ProductsDownstream Line Rate(Mbps)Upstream Line Rate(Mbps)Downstream Range(Mbps)Availability Date
Left in JumperObserved SpeedsVDSLOther Offerings


Availability Date

Premise environmentStatus

VDSL Range A (Clean) 33.3 20 7 4.6 16.7 Available Available --
VDSL Range B (Impacted) 32.6 18 6.9 4.2 14.2 Available Available --
FTTP on Demand 330 30 -- Available -- --
WBC ADSL 2+ Up to 1 -- 1 to 3 Available -- Yes
WBC ADSL 2+ Annex M Up to 1 Up to 0.5 1 to 3 Available -- Yes
ADSL Max Up to 0.75 -- 0.75 to 2.5 Available -- --
WBC Fixed Rate 1 -- -- Available -- Yes
Fixed Rate 1 -- -- Available -- --
Max Observed Downstream Speed (Mbps) 15
Max Upstream Observed Speed (Mbps) 4.3
Observed Date 2019-12-18
VDSL Multicast -- -- -- Available -- --
ADSL Multicast -- -- -- Available -- --
Bridge Tap N
VRI N
NTEFaceplate N
Last Test Date 09-01-2020
Administrator MrSaffron
(staff) Fri 24-Jan-20 10:04:11
Print Post

Re: My Fibre BB is connected at a slow speed - possible issu


[re: Turnipfarmer] [link to this post]
 
The 14999 Kbps is just 1 Mbps outside the range and the range given on the wholesale checker fed by Openreach is not always correct.

The next step is try and figure out how far away you are from the cabinet, if you can private message your postcode I can use our Openreach model to look into this and see how far away you probably are.

You say the slow speeds are recent, were you getting a higher sync speed and speed tests previously, if so what sort of speeds. Any changes of broadband hardware?

The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User Turnipfarmer
(learned) Fri 24-Jan-20 13:04:03
Print Post

Re: My Fibre BB is connected at a slow speed - possible issu


[re: MrSaffron] [link to this post]
 
Sent you DM


Register (or login) on our website and you will not see this ad.

Standard User Turnipfarmer
(learned) Fri 24-Jan-20 13:10:04
Print Post

Re: My Fibre BB is connected at a slow speed - possible issu


[re: MrSaffron] [link to this post]
 
In reply to a post by MrSaffron:
The 14999 Kbps is just 1 Mbps outside the range and the range given on the wholesale checker fed by Openreach is not always correct.

The next step is try and figure out how far away you are from the cabinet, if you can private message your postcode I can use our Openreach model to look into this and see how far away you probably are.

You say the slow speeds are recent, were you getting a higher sync speed and speed tests previously, if so what sort of speeds. Any changes of broadband hardware?


No changes in hardware either.
Administrator MrSaffron
(staff) Fri 24-Jan-20 13:15:08
Print Post

Re: My Fibre BB is connected at a slow speed - possible issu


[re: Turnipfarmer] [link to this post]
 
Would have expected better speeds, you mention a hum in the PM, if that is present also when the modem is disconnected then this hum if likely also messing up the VDSL2 signal and the slower speeds

Also you say noticed this as HD video was dropping in quality, in theory with the 14 Mbps speed HD video should stream well, but if the line is seeing a lot of errors then your throughput may actually be worse at times as packets get resent to correct errors

Diagnostics wise

1. Noise when at test socket with just a phone connected
2. VDSL2 speeds using the test socket

Beyond that its down to ISP support to pick it up and deal with. Would help if you have some data on what speeds were like before the recent drop.

Entirely possible this is something like a waterlogged joint where the waterproofing is failing.

The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User Turnipfarmer
(learned) Fri 24-Jan-20 13:40:00
Print Post

Re: My Fibre BB is connected at a slow speed - possible issu


[re: MrSaffron] [link to this post]
 
In reply to a post by MrSaffron:
Would have expected better speeds, you mention a hum in the PM, if that is present also when the modem is disconnected then this hum if likely also messing up the VDSL2 signal and the slower speeds

Also you say noticed this as HD video was dropping in quality, in theory with the 14 Mbps speed HD video should stream well, but if the line is seeing a lot of errors then your throughput may actually be worse at times as packets get resent to correct errors

Diagnostics wise

1. Noise when at test socket with just a phone connected
2. VDSL2 speeds using the test socket

Beyond that its down to ISP support to pick it up and deal with. Would help if you have some data on what speeds were like before the recent drop.

Entirely possible this is something like a waterlogged joint where the waterproofing is failing.


Yes I had the router disconnected at the time and the hiss and mains hum was there through the test socket. I'm gonna plug the router into test socket shortly and post the numbers up here for you to look at.

Yeah I'm bit disappointed I didn't know what speeds I was getting before, I'll check to see if I had any screen shots or historical speedtests saved and let you know.

The mains hum is only very slight and you do have to listen carefully but it's there. When you say waterlogged joint, where in theory could that be on the line? In the house or the line to the exchange?

My ISP and phone provider is EE, I hope they fix this issue.
Standard User Turnipfarmer
(learned) Fri 24-Jan-20 13:46:27
Print Post

Re: My Fibre BB is connected at a slow speed - possible issu


[re: MrSaffron] [link to this post]
 
In reply to a post by MrSaffron:
Would have expected better speeds, you mention a hum in the PM, if that is present also when the modem is disconnected then this hum if likely also messing up the VDSL2 signal and the slower speeds

Also you say noticed this as HD video was dropping in quality, in theory with the 14 Mbps speed HD video should stream well, but if the line is seeing a lot of errors then your throughput may actually be worse at times as packets get resent to correct errors

Diagnostics wise

1. Noise when at test socket with just a phone connected
2. VDSL2 speeds using the test socket

Beyond that its down to ISP support to pick it up and deal with. Would help if you have some data on what speeds were like before the recent drop.

Entirely possible this is something like a waterlogged joint where the waterproofing is failing.


Just tried logging into speedtest and had only two speed tests recorded.

Here is the link but they are faster than what I'm getting now so it's got worse in last 2-3 years.

https://www.speedtest.net/results?sh=53ee038f9c59aa3...
Administrator MrSaffron
(staff) Fri 24-Jan-20 14:05:01
Print Post

Re: My Fibre BB is connected at a slow speed - possible issu


[re: Turnipfarmer] [link to this post]
 
The problem could be anywhere between you and cabinet.

Over to ISP to get the Openreach people out to look at things.

The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User Turnipfarmer
(learned) Fri 24-Jan-20 14:20:47
Print Post

Re: My Fibre BB is connected at a slow speed - possible issu


[re: MrSaffron] [link to this post]
 
In reply to a post by MrSaffron:
The problem could be anywhere between you and cabinet.

Over to ISP to get the Openreach people out to look at things.


OK, I presume I am better off saying there is noise on the line rather than mentioning its a broadband issue?

Stats when router connected to test socket, not much has changed but I will leave it connected for bit longer to see if anything changes.

STATUS
Configured Current
Line Status -- UP
Link Type -- Fast Path
Operation Mode Automatic G.993.2 (VDSL2)
DATA RATE INFORMATION
Upstream 4447 (Kbps)
Downstream 14999 (Kbps)
DEFECT/FAILURE INDICATION
Operation Data Upstream Downstream
Noise Margin 6.1 (dB) 12.0 (dB)
Line Attenuation 0.0 (dB) 27.3 (dB)

Indicator Name Near End Indicator Far End Indicator
Output Power 6.9 (dBm) 6.9 (dBm)
Fast Path FEC Correction 4893 0
Interleaved Path FEC Correction -- --
Fast Path CRC Error 0 412
Interleaved Path CRC Error -- --
Loss Of Signal Defect 0 0
Fast Path HEC Error STR 0 61
Interleaved Path HEC Error -- --
Error Seconds 1 0
STATISTICS
Received Data 1464792 (Kbits)
Transmitted Data 339837 (Kbits)
Administrator MrSaffron
(staff) Fri 24-Jan-20 16:04:30
Print Post

Re: My Fibre BB is connected at a slow speed - possible issu


[re: Turnipfarmer] [link to this post]
 
if the noise is obvious during a phone call when no broadband kit is connected then that is one way to go, its very much a toss of the random number generator of choice.

The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User Zarjaz
(eat-sleep-adslguide) Fri 24-Jan-20 17:35:33
Print Post

Re: My Fibre BB is connected at a slow speed - possible issu


[re: Turnipfarmer] [link to this post]
 
In reply to a post by Turnipfarmer:
Sent you DM
You gave Mr.S the boot ?? shockedsmilelaugh

Standard User Turnipfarmer
(learned) Sat 25-Jan-20 12:04:34
Print Post

Re: My Fibre BB is connected at a slow speed - possible issu


[re: MrSaffron] [link to this post]
 
In reply to a post by MrSaffron:
if the noise is obvious during a phone call when no broadband kit is connected then that is one way to go, its very much a toss of the random number generator of choice.


Not obvious on phonecall but on a quiet line test it is.

Friend of mine who lives in a street just up road from me but in same village gets 38/20 reliably although he's with BT, but uses same exchange. How can it differ so much being in sane village, probably an indication that there is fault on the line. Got an engineer coming to my house on Thursday. If no fault found then they need to dig deeper as I'm not getting the speeds I pay for.
Administrator MrSaffron
(staff) Sat 25-Jan-20 12:23:17
Print Post

Re: My Fibre BB is connected at a slow speed - possible issu


[re: Turnipfarmer] [link to this post]
 
Same cabinet?

The estimates for your street are lower than others in area marginally so suggests cable takes a longer route than expected or there are problems with the cable in the ground/on poles.

On the not getting the speeds so long as they can say they've tried the rules allow to simple say sorry we cannot get it to reach the minimum and let you leave contract with no penalties.

The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User Turnipfarmer
(learned) Sun 26-Jan-20 08:24:48
Print Post

Re: My Fibre BB is connected at a slow speed - possible issu


[re: MrSaffron] [link to this post]
 
In reply to a post by MrSaffron:
Same cabinet?

The estimates for your street are lower than others in area marginally so suggests cable takes a longer route than expected or there are problems with the cable in the ground/on poles.

On the not getting the speeds so long as they can say they've tried the rules allow to simple say sorry we cannot get it to reach the minimum and let you leave contract with no penalties.


Ah I good point, I don't know if we share same cabinet, certainly sane exchange but not sure even where my cabinet is.

I'm actually at end of contract with EE anyway but before renewing I wanted to give them chance to resolve this issue as I presume I would keep this problem even if I moved ISP or am I wrong?
Administrator MrSaffron
(staff) Sun 26-Jan-20 10:37:12
Print Post

Re: My Fibre BB is connected at a slow speed - possible issu


[re: Turnipfarmer] [link to this post]
 
DLM may reset when you move so improve for a while, but if conditions are such that line is long or suffers noise then DLM will end up where you are today.

Differences that may change this:
Different broadband modem, could be better or worse
Three DLM profiles exist, they have marginally different criteria and might with another provider see it not drop you so much.

The overall expectation though is connection speeds will stay the same, though the improvement might be that HD material will stream again, with 14 to 15 Mbps it should work anyway.

The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User Turnipfarmer
(regular) Thu 30-Jan-20 09:36:40
Print Post

Re: My Fibre BB is connected at a slow speed - possible issu


[re: MrSaffron] [link to this post]
 
In reply to a post by MrSaffron:
DLM may reset when you move so improve for a while, but if conditions are such that line is long or suffers noise then DLM will end up where you are today.

Differences that may change this:
Different broadband modem, could be better or worse
Three DLM profiles exist, they have marginally different criteria and might with another provider see it not drop you so much.

The overall expectation though is connection speeds will stay the same, though the improvement might be that HD material will stream again, with 14 to 15 Mbps it should work anyway.


Engineer just been and no fault found on the line, could be intermittent fault.

Only other thing he said could be causing it is an old extension in our living room as we don't know the history of it and if it had been completed isolated from the socket but at time of testing no issues.

They reset the line which I presume is the DLM?

Just logged onto router and this is what I'm getting now, how do these look/compare to the others I've posted? I know it will and been told it will take time to settle but speedtest showing 20/4 speeds now which is great.

DSL STATUS
This page shows information about your DSL connection. If you are using Ethernet Broadband then this page is not applicable.
STATUS
Configured Current
Line Status -- UP
Link Type -- Fast Path
Operation Mode Automatic G.993.2 (VDSL2)
DATA RATE INFORMATION
Upstream 4422 (Kbps)
Downstream 27689 (Kbps)
DEFECT/FAILURE INDICATION
Operation Data Upstream Downstream
Noise Margin 6.2 (dB) 6.2 (dB)
Line Attenuation 0.0 (dB) 27.4 (dB)

Indicator Name Near End Indicator Far End Indicator
Output Power 6.9 (dBm) 7.0 (dBm)
Fast Path FEC Correction 696 1
Interleaved Path FEC Correction -- --
Fast Path CRC Error 0 144
Interleaved Path CRC Error -- --
Loss Of Signal Defect 0 0
Fast Path HEC Error STR 0 162
Interleaved Path HEC Error -- --
Error Seconds 269 21
STATISTICS
Received Data 8568625 (Kbits)
Transmitted Data 413735 (Kbits)
Standard User shtu
(fountain of knowledge) Thu 30-Jan-20 17:09:02
Print Post

Re: My Fibre BB is connected at a slow speed - possible issu


[re: Turnipfarmer] [link to this post]
 
Before,
In reply to a post by Turnipfarmer:
DATA RATE INFORMATION
Upstream 4447 (Kbps)
Downstream 14999 (Kbps)

After,
In reply to a post by Turnipfarmer:
DATA RATE INFORMATION
Upstream 4422 (Kbps)
Downstream 27689 (Kbps)


Far better.
Standard User j0hn83
(fountain of knowledge) Sat 01-Feb-20 14:43:41
Print Post

Re: My Fibre BB is connected at a slow speed - possible issu


[re: Turnipfarmer] [link to this post]
 
Line attenuation is the same so he/she probably touched nothing and simply did a DLM reset.

The DLM had capped your line at 14,999 so it wouldn't sync any higher than this.

With the cap removed your sync has increased dramatically.

A DLM cap is applied if a line resyncs too many times in a short time period.
Do not reboot the modem or trigger any resyncs/reconnections of the DSL as it may place a cap back on the line.

Edited by j0hn83 (Sat 01-Feb-20 14:44:13)

Pages in this thread: 1 | 2 | (show all)   Print Thread

Jump to