Please Help! 3-Weeks Since Installation and Still ...

Question

It's just over 3 weeks since I had my broadband moved to my new address and I'm still getting a shockingly-bad connection. All the way through my 10-day stabilisation period it was really poor (always well below 100kbps down) but I waited the full 10 days before calling India when they told me to wait another 3 days. After that extra 3 days I called again and they ran a line test and identified an issue which they described as a 'configuration mismatch which happens every 1 in a 100' - I couldn't understand his exact explanation for the issue was but he told me it had to be corrected at the exchange and to give it 48-72 hours for it to be fixed. After waiting three days and seeing zero change, I called back was told that it had been fixed but I had to wait another 48-72 hours for it to stabilize. So I waited 3 more days. saw no change and called again... this time another guy did another line test and ran through the usual questions, he identified some issue with the line (the same issue?) and said he had reported it the team that deal with line faults. I was told I'd get a call within a few days and that someone would either fix the problem or an engineer would visit. I did get a call back... the call came from India so I'm not sure if that was _the_ call or if it was just a follow-up to one of the earlier support calls (I was expecting call from UK?). Whatever it was, the lady said that the issue had been corrected at the exchange and that I should see a big impovement over the next 48-72 hours. I'm just about at the end of that period now and I'm again seeing no difference whatsoever. I'm dreading the prospect of another support call which results in another non-existant fix which takes another 48-72 hours and makes no difference.
I dont know if anyone can help and if so what info you'd need?
Here's some basic info about my setup, the results of my speedtest and some info from the homehub etc...
I'm on the Unlimited Option 3 (or at least I should be).
My homehub is the v1, i.e. white box with the 5 lights (phone, wireless, broadband, internet, data).
Wireless is now disabled on the homehub and I'm using the ethernet cable to my PC.
I've tried all the phone sockets in the flat and get the same result from all of them.
I've tried the connetion on my desktop, laptop and even via the wireless on my mobile, it's the same on all three.
Samknows puts me about 1.6 miles from my local exchange at Moortown (MYMOO)
I've tried the noise test on my line using the number I found on this forum, didn't hear anything at all.
I've tried disconnecting my Sky box from the telephone (which is in a different room) but still no joy.
The homehub has been up for the most part - I've only restarted it three times, twice at the instruction of the guys at BT support and once myself.
Home Hub Stuff...
 Home page connection details...
  Downstream: 4,015 Kbps
  Upstream: 768 Kbps
  Connection time: 0 days, 2:55:41
  Data transmitted: 3.85 MB
  Data received: 16.64 MB  
 Status > ADSL Line > Details...
  Uptime: 0 days, 2:50:26
  Modulation: G.992.5 annex A
  Bandwidth (Up/Down) [kbps/kbps]: 768 / 4,015
  Data Transferred (Sent/Received) [MB/MB]: 3.83 / 16.62
  Output Power (Up/Down) [dBm]: 12.0 / 19.0
  Line Attenuation (Up/Down) [dB]: 19.5 / 40.5
  SN Margin (Up/Down) [dB]: 5.0 / 6.5
  Vendor ID (Local/Remote): TMMB / TSTC
  Loss of Framing (Local/Remote): 0 / 0
  Loss of Signal (Local/Remote):    0 / 0
  Loss of Power (Local/Remote): 0 / 0
  Loss of Link (Remote):    0
  Error Seconds (Local/Remote): 10,167 / 0
  FEC Errors (Up/Down): 0 / 0
  CRC Errors (Up/Down): 323 / 593,103
  HEC Errors (Up/Down): 14 / 564,577
  Line Profile:    Fast
Status > Internet Connection...
  Uptime: 0 days, 2:52:30
  Data Transferred (Sent/Received) [MB/MB]: 2.94 / 9.85
  Connection Settings    
  VPI/VCI: 0 / 38
  Type:    PPPoA
BT Speedtest Results...
I was hoping to just upload a screenshot but thats impossible for me, so I'll have to type the results instead:
"The test comprises of Best Effort Test:
Download Speed 106 Kbps
Download speed acheived during this test was - 106 Kbps
For your connection, the acceptable range of speeds is 600-7150 Kbps
Additional information
Your DSL Connection Rate: 4148 Kbps (DOWN-STREAM), 768 Kbps (UP-STREAM)
IP Profile for your line is - 3000Kbps
The throughput of Best Efforts (BE) classes achieved during the test is - 3.77:5.66:90.57 (SBE:NBEBE)
These figures represent the ratio while sententiously passing Sub BE, Normal BE and Priority BE marked traffic
This test was not conclusive and further testing is required. This might be useful for your ISP to investigate the fault."
And Finally, SpeedTest.net...
As the subject says, "Please Help!"

Answer 1

Hi JoeFoulkes
Certainly looks like something’s up here, your downstream speed doesn’t seem to be too bad but throughput speed is really letting you down.  I take it this is at all time of the day?
Not too sure what has been tried by our tech guys so far but if you drop me an email with a few details then I can have a look and get things moving.
Could you drop me an email to [email protected] with your BT account and telephone number and I'll sort it out.
Cheers
Craig
BTCare Community Mod
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