Slow Broadband after line fault

Hi,
I really hope i can some advice on here! I've been connected for over 18 months - never had a problem, brilliant BB speed (for my area) and was a happy customer. A fortnight ago my BB connection cut out suddenly but the phone was working ok. So I called 151 and did all the checks to make sure it wasn't my equipment and the line test eventually showed there was a line fault. I was told it would be fixed in due course which was fine.
4 days later the steady blue BB light came back on on my hub (after flashing purple/orange for at least an hour) and since then my speed has been so bad it feels like I'm back on dial up! Downloading is impossible, the connection drops at least 3 times a day and the BB light on my hub goes back to the orange/purple light for long spells.
Everytime I phone the fault line I get told that my line tests OK to wait untill my line 'settles in' again after having the fault. I've left it for over a week now and there has been no improvement at all - My router has been plugged into the test socket directly for the last 48 hours too but that made no change.. I'm sick fed up of being told to 'wait a while' by the indian fault team! I'm hoping for some advice on the state of the line from you guys - is it worth calling back the fault team (again!) and pushing for an engineer call out?
I've done the noise test on 1707070 on a corded phone and there was a few crackles when i tried it the first time - second time seemed ok though.
I've got a Home Hub 3.
The first BT speed test I did came back saying they could not carry out my speed test as the line was slow and it diverted me to another website where I got these results:
Download Speed (Mbps): 0.07
Upload Speed (Mbps): 0.35
Ping Latency(ms): 82.38
ADSL Line Status
Connection information
Line state:
Connected
Connection time:
0 day, 01:21:52
Downstream:
8,128 Kbps
Upstream:
448 Kbps
ADSL settings
VPI/VCI:
0/38
Type:
PPPoA
Modulation:
G.992.1 Annex A
Latency type:
Interleaved
Noise margin (Down/Up):
12.9 dB / 25.0 dB
Line attenuation (Down/Up):
5.0 dB / 3.5 dB
Output power (Down/Up):
11.8 dBm / 12.0 dBm
FEC Events (Down/Up):
0 / 0
CRC Events (Down/Up):
0 / 0
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
HEC Errors (Down/Up):
0 / 0
Error Seconds (Local/Remote):
0 / 0
My Exchange is only about 400m away.
Any information would be much appriciated (and sorry for the long post!)

Results are:
Download Speed (Mbps): 0.09
Upload Speed (Mbps): 0.35
Ping Latency (ms): 62.50
Diagnostic test:
1. Best Effort Test: -provides background information.
Download Speed
0.09 Mbps
0 Mbps
0.25 Mbps
Max Achievable Speed
Download speedachieved during the test was - 0.09 Mbps
For your connection, the acceptable range of speeds is 0.05 Mbps-0.25 Mbps.
Additional Information:
Your DSL Connection Rate :8.13 Mbps(DOWN-STREAM), 0.45 Mbps(UP-STREAM)
IP Profile for your line is - 0.14 Mbps

Similar Messages

Slow Broadband after line fault fixed

Hi,
After a fault was fixed on the line two weeks ago Broadband speed has been incredibly slow - 32kBs at the most (previously it was around 400kBs)
After replacing the microfilter, resetting the router, plugging directly into the test socket I just left it alone but have seen no improvement.
Tried the quiet line test and all seems fine.
Looks like the router disconnected at least once, otherwise the connection time should be longer
Stats today...
Line state:
Connected
Connection time:
3 days, 22:43:33
Downstream:
287.1 Kbps
Upstream:
1.088 Mbps
ADSL Settings
VPI/VCI:
0/38
Type:
PPPoA
Modulation:
G.992.5 Annex A
Latency type:
Interleaved
Noise margin (Down/Up):
10.9 dB / 4.9 dB
Line attenuation (Down/Up):
44.2 dB / 28.1 dB
Output power (Down/Up):
17.6 dBm / 12.7 dBm
FEC Events (Down/Up):
134945 / 6918
CRC Events (Down/Up):
0 / 341
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 / 246
Error Seconds (Local/Remote):
0 / 211
Any suggestions would be appreciated
Also I saved the stats from the 29th Sept, the day after the line was fixed if they are any use, much the same except Noise Margin was 14.9 dB / 10.6 dB
Solved!
Go to Solution.

Hi,
Yesterday mods replied that there was indeed still a fault (didn't specify what) and they were looking into it.
This morning broadband was back and faster than ever
Thanks to all involved
My current stats, in case anyone's interested...
Line state:
Connected
Connection time:
0 days, 13:14:59
Downstream:
5.615 Mbps
Upstream:
1.04 Mbps
ADSL Settings
VPI/VCI:
0/38
Type:
PPPoA
Modulation:
G.992.5 Annex A
Latency type:
Interleaved
Noise margin (Down/Up):
9.6 dB / 5.7 dB
Line attenuation (Down/Up):
44.2 dB / 28.1 dB
Output power (Down/Up):
19.8 dBm / 12.7 dBm
FEC Events (Down/Up):
379372 / 686
CRC Events (Down/Up):
471 / 60
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):
6422 / 41
Error Seconds (Local/Remote):
277 / 169

Slow broadband since line fault fixed

Good Afternoon,
A few weeks ago my Broadband dropped out completely which was due to a line fault which has since been repaired. Prior to the line fault I had a connection / download speed close to 1.8Mbps.
Since the fault has been 'repaired' I have struggled to keep a stable connection, the Broadband drops out randomly and is also much slower (almost unbearably slow). I have done all the home help checks etc. and having read many posts on this forum I have concluded that part of the problem may be my Noise margins.
I have not reset my router for several days and have had a connection for over three days now.
Here are the stats from my router and results of the BT Speed test:
ADSL Line Status
Connection Information
Line state:
Connected
Connection time:
3 days, 03:24:38
Downstream:
576 Kbps
Upstream:
448 Kbps
ADSL Settings
VPI/VCI:
0/38
Type:
PPPoA
Modulation:
G.992.1 Annex A
Latency type:
Interleaved
Noise margin (Down/Up):
8.2 dB / 18.0 dB
Line attenuation (Down/Up):
61.1 dB / 31.5 dB
Output power (Down/Up):
16.3 dBm / 12.2 dBm
FEC Events (Down/Up):
420072 / 382
CRC Events (Down/Up):
676 / 85
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):
1566 / 45
Error Seconds (Local/Remote):
592 / 238
Speed test results:
Download Speed (Mbps): 0.50
Upload Speed (Mbps): 0.32
Ping Latency (ms): 52.75
To reiterate - nothing in my setup has changed and I haven't done anything that could have caused the problems. The problems have been since the line fault (which I reported as a fault and have had closed out) was repaired.
I will contact the mods for help and see if they can do anything.
Solved!
Go to Solution.

Ok, couple of things,
Roger, did the quiet line test - no problems.
John,
I went to check the wiring and found (as I suspected) that both the socket where I plug the router in and the phone extension are hard wired into the faceplate front of the socket that plugs into the test socket - if that makes sense. It assume it shouldn't make any difference though. All my problems have been since the line fault that BT traced and fixed, not problems with my internal wiring. As mentioned previously, my connection and speeds have been fine until the outside fault.
So in checking this, I disconnected my router :-(
It has reconnected and I will post the stats and test results below. What is going on? My connection rate has leapt up to 1.18Mbps but download rate is still poor.
Connection Information
Line state:
Connected
Connection time:
0 days, 00:01:17
Downstream:
1.156 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):
7.7 dB / 19.0 dB
Line attenuation (Down/Up):
61.0 dB / 31.5 dB
Output power (Down/Up):
17.4 dBm / 12.2 dBm
FEC Events (Down/Up):
28 / 0
CRC Events (Down/Up):
0 / 0
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 / 0
Error Seconds (Local/Remote):
600 / 239
Speed tester results:
Download speed achieved during the test was - 0.37
Mbps
For your connection, the acceptable range of speeds is 0.05 Mbps-0.5 Mbps.
Additional
Information:
Your DSL Connection Rate :1.18 Mbps(DOWN-STREAM),
0.45 Mbps(UP-STREAM)
IP Profile for your line is - 0.5 Mbps

Slow broadband after line repair

FAQ
<script type="text/javascript"></script> Test1 comprises of Best Effort Test: -provides background information.
Download Speed
71 Kbps
0 Kbps
250 Kbps
Max Achievable Speed
Download speedachieved during the test was - 71 Kbps
For your connection, the acceptable range of speeds is 50-250 Kbps.
Additional Information:
Your DSL Connection Rate :4576 Kbps(DOWN-STREAM), 448 Kbps(UP-STREAM)
IP Profile for your line is - 135 Kbps
If you wish to discuss these results please contact your ISP.
If you are experiencing problems with specific applications, servers or websites please contact your ISP for assistance.
Your test has completed please close this window to exit the performance tester.
Please visit FAQ section if you are unable To understand the test results.
Ok so My line had problems and was fixed, over 24 hours ago but my profile is still limited at 135mb. The BT guys in India are worse thean useless and there seems to be no way of talking to someone who actually understand IP config limits and can re baseline this profile. The wait another 24 hours each time you talk to anyone at BT wears very thin.
Any suggestuions?

has your router managed to hold your connection without disconnections since the engineer visit?
If so and you profile has not increased by tomorrow then I would email the mods for assistance giving your account and phone number and a link back to this thread [email protected]
I think your profile may wll be stuck and need a 'kick' into action
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Broadband still slow after line fault

Hi there,
Hope you guys can help me out
On saturday 24/11/12 I lost my broadband/phone line the whole lot, i believe due to the rather unpleasent
weather that weekend. I reported the fault, and on saturday 01/12/12 BT reported it as fixed, which was
correct, phone was working and as expected, broadband reconnected but slow.
Before the fault I would get speeds between 2000 - 4000kbps depending on time of day etc.
After the fault it was running at 572kbps and stayed here for a couple of days, although we were getting a lot of disconnects, the last one dropping the speed to 288kbps
I connected my router (its a netgear not a bt home hub) straight to the test socket and has now been stable for 3 days but no increase in speed as of yet.
My only concern is that using the BT speed tester it says the maximum speed for my connection is 0.25mbps??
Do i need to leave it connected for a couple more days? Anything else I need to try first?
Thanks
Stuart
Router:
WAN up time : 3 days 00:18:07
TxPkts : 433707
RxPkts : 535261
Collisions : 0
Tx B/s : 228
Rx B/s : 1706
Connection speed down/up : 288kbps/956kbps
Line attenuation down/up : 50.0db/26.3db
Noise Margin down/up : 5.2db/6.3db
BT Speed Test
Download speedachieved during the test was - 0.19 Mbps
For your connection, the acceptable range of speeds is 0.1 Mbps-0.25 Mbps.
IP Profile for your line is - 0.25 Mbps
Upload speed achieved during the test was - 0.82Mbps
Additional Information:
Upstream Rate IP profile on your line is - 0.83 Mbps

Hi again,
Reporting back after 5 day connection, still no improvement
WAN up time : 4 days 23:58:07
TxPkts : 710094
RxPkts : 844184
Collisions : 0
Tx B/s : 227
Rx B/s : 1503
Connection speed down/up : 288kbps/956kbps
Line attenuation down/up : 50.0db/26.3db
Noise Margin down/up : 5.8db/6.0db
BT Speed Test
Download speedachieved during the test was - 0.17 Mbps
For your connection, the acceptable range of speeds is 0.1 Mbps-0.25 Mbps.
IP Profile for your line is - 0.25 Mbps
Upload speed achieved during the test was - 0.88Mbps
Additional Information:
Upstream Rate IP profile on your line is - 0.83 Mbps
Is it worth rebooting my router at all?
Stuart

Still on slow speed, 11 days after line fault was ...

I reported a line fault which was causing frequent phone line and internet disconnection (frequent as in I would lose connection completely for 3 or 4 hours a day, usually at night time - both phone and internet were affected), I reported the problem on 30th June.
I received a text from BT telling me that they had detected a fault and that it would be fixed by 3rd July.
However, it is now the 14th of July, and I am stuck on a download speed of 14 Mbps, and an upload speed of less than 1 Mbps.
Prior to reporting the fault, I had 50 Mbps download speed (my upload speed was still slow, and the BT Openreach engineer who installed Infinity advised me to report a fault as he felt it likely that there was a problem either in the cabinet, or between exchange and cabinet).
The current situation is unacceptable to me, please advise - I will happily post up any information from tests once I know what info is needed to sort this out! Many thanks.

Hi Epona222,
I am sorry to hear that this isn't sorted yet. I will take this on from here.
Click on my username and under the "about me" section you will the link to get in touch with us. Whenever we receive your details we will go from there.
Cheers,
OlgaC
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry that we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)
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Slow speed for months after line fault - stable co...

Hi,
A few months ago we had a line fault (trees attacking the cables!). This resulted in the IP profile reducing to try and maintain a stable connection. We are now connecting at 576kbps down and 608kbps up.
The line fault has now been cleared but we were getting ADSL disconnects when the phone rang which was keeping the system from increasing the speed.
This looks as though it is now solved. I have had only 1 disconnect (power cut in the night). in the last 2 weeks. The connection was on for just over 7 days when this happened and has now been on for 4.5days.
Should thre line has started to increased by now? We had a download speed in excess for 2.5mbps before the fault.
Could someone advise? Is the line stuck?
Thanks
Here are my router connection stats....
Up Speed = 608000
Down Speed = 576000
SNR Margin = 22.0
Loop Att. = 53.5
The Line IP stats are via btwholesale.com are
Download speedachieved during the test was - 0.55 Mbps
For your connection, the acceptable range of speeds is 0.1 Mbps-0.5 Mbps.
IP Profile for your line is - 0.51 Mbps
Upload speed achieved during the test was - 0.35Mbps
Additional Information:
Upstream Rate IP profile on your line is - 0.83 Mbps

Hi sbg1967,
Thanks for posting.
I'm sorry to hear you are having speed issues. I can help you with this from here. Click on my username and under the "about me" section you'll see the link to get in touch with us.
Please include the link to this thread when you complete the form and whenever we've received your details we'll take it from there.
Thanks
PaulK
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)

Slow Broadband after 21CN Upgrade?

Before my scheduled 21 upgrade my download connection has been rock solid at 8000K for several years. My whole recent experience with BT has been very disappointing and I hope you can throw some light on a solution.
So Far:
My Equipment: BT2000 Faceplate, RJ11 to BT Homehub 1010, 1 Extension fitted (No Bell wire Connected).
Problem 1. Now resolved. On the day of my appointment the engineer connected my dial tone and broadband to someone else’s line in the next village. The fault call centre insisted the fault could only be in my property as the line tested OK and I would have to accept the possible charges. Despite my requests for them to despatch an engineer to the exchange as it is more than a coincidence that my dial tone disappeared at the same time as my scheduled changeover they insisted I have an appointment. The fault was cleared in the exchange by the visiting engineer.
Problem 2. Now resolved. The engineer did not remove the call divert on my line and I missed my incoming calls for several days as my calls were diverted to a random number. I tried #21# and this did not work, so I contacted BT again. They informed me they could not remove the divert because they had not put it on. After investigation #61# managed to remove my divert. When I asked why it was not removed when my line was fixed I was told that I must have put the divert on myself as it was done by someone with access to my line. The whole point that my line had been connected elsewhere was totally alien to the call centre worker.
Problem 3. On going
After 14 days of Mediocare performance I was connected much slower speed than my old connection and as my profile was 4000k this is only half of my previous performance. (See Below)
1. Best Effort Test: -provides background information.
Download Speed
5959 Kbps
0 Kbps
4000 Kbps
Max Achievable Speed
Download speed achieved during the test was - 5959 Kbps
For your connection, the acceptable range of speeds is 1200-4000 Kbps.
Additional Information:
Your DSL Connection Rate :4603 Kbps(DOWN-STREAM), 1251 Kbps(UP-STREAM)
IP Profile for your line is - 4000 Kbps
The throughput of Best Efforts (BE) classes achieved during the test is - 16.4:29.53:54.07 (SBE:NBEBE)
These figures represent the ratio while sententiously passing Sub BE, Normal BE and Priority BE marked traffic.
The results of this test will vary depending on the way your ISP has decided to use these traffic classes.
2. Upstream Test: -provides background information.
Upload Speed
873 Kbps
0 Kbps
1251 Kbps
Max Achievable Speed
>Upload speed achieved during the test was - 873 Kbps
Additional Information:
Upstream Rate IP profile on your line is - 1251 Kbps
So I call BT again and after I have established that the only changing parameter is the new 21CN upgrade I am promised that a request will be passed to the engineers to increase the profile........ The result is that they just reset my profile, so once again my speed fluctuates for several days from a virtual stop to slow.
It is now six days since reporting my slow speed problems after receiving several calls from BT to ask me if my speed has improved, I am finally a broken man today.
They insist that I have a broadband boost engineer, before I accept this, I ask several questions and failed to get any acceptable answers..
What is wrong with my broadband? You have a fault in the property (change the record!!)
Why cannot you tell me the speed I am connected at. You cannot WOOSH test me? We cannot tell, we have to call you
Can I speak to the engineers? You cannot Sir
Can I speak to your Boss? No, why would you want to do that!
What have you done in the exchange to fix my fault? We have changed some things
Do you thing it is acceptable to still have slow speeds after twenty days? That's why you need a boost engineer
What are you going to do differently from all the other people I have spoken to to resolve my issue. Nothing
So with no other option I accept that an appointment will have to be made again. I am offered an appointment in the week, when I explain that I have business appointments and that I need a weekend appointment I am told none is available or would be available. So I agree to a Monday appointment. After the call I get a text to say I have an appointment has been made for Thursday! So I have to call them back and ask for the appointment I have been promised and I am told it's a simple and easy mistake to press the wrong button, it happens quite often!!
I since read here that it may help to upgrade my homehub, so why have they not sent me a replacement days ago?
Current Performance:
1. Best Effort Test: -provides background information.
Download Speed
2024 Kbps
0 Kbps
2000 Kbps
Max Achievable Speed
Download speed achieved during the test was - 2024 Kbps
For your connection, the acceptable range of speeds is 800-2000 Kbps.
Additional Information:
Your DSL Connection Rate :2271 Kbps(DOWN-STREAM), 771 Kbps(UP-STREAM)
IP Profile for your line is - 2000 Kbps
The throughput of Best Efforts (BE) classes achieved during the test is - 13.35:23.63:63.06 (SBE:NBEBE)
These figures represent the ratio while sententiously passing Sub BE, Normal BE and Priority BE marked traffic.
The results of this test will vary depending on the way your ISP has decided to use these traffic classes.
2. Upstream Test: -provides background information.
Upload Speed
592 Kbps
0 Kbps
771 Kbps
Max Achievable Speed
>Upload speed achieved during the test was - 592 Kbps
Additional Information:
Upstream Rate IP profile on your line is - 771 Kbps
I know there are more important things going on in this world. But my work, my ebay, my shopping, my banking, my social sites etc. all require bandwidth and to have it taken away disguised as an upgrade obviously upsets me. I am shocked at the complete lack of communications, and the inability to listen and understand your customers. What is the point of a call centre that can do NOTHING outside their script to help!
Solved!
Go to Solution.

Not sure why my profile is still changing and why I was disconnected today, probably the call centre doing another line test.
Uptime:
0 days, 10:24:37
Modulation:
G.992.5 annex A
Bandwidth (Up/Down) [kbps/kbps]:
803 / 2,523
Data Transferred (Sent/Received) [MB/MB]:
322.86 / 348.70
Output Power (Up/Down) [dBm]:
12.0 / 0.0
Line Attenuation (Up/Down) [dB]:
19.0 / 31.0
SN Margin (Up/Down) [dB]:
13.5 / 30.0
Vendor ID (Local/Remote):
TMMB / IFTN
Loss of Framing (Local/Remote):
0 / 0
Loss of Signal (Local/Remote):
1 / 0
Loss of Power (Local/Remote):
0 / 0
Loss of Link (Remote):
0
Error Seconds (Local/Remote):
1 / 0
FEC Errors (Up/Down):
0 / 0
CRC Errors (Up/Down):
0 / 0
HEC Errors (Up/Down):
0 / 0
Line Profile:
Fast

Banded connection after line fault repaired - how ...

Hi there,
I hope someone can help. After a recent line fault where we lost the phone line and broadband connection and the subsequent repair of the line fault, our broadband connection has been banded at .25mb
I've read all the other posts concerning this and how leaving everything along for 5 or so days should see an automatic correction of this but after doing exactly that for 5 days, I've done a diagnostic and something appears to have happened 9 hours ago, I think resulting in a reset.
So, am I back to square one? do I have to wait another 5 days an hope the connection remains intact. Will have had this problem for a month by then whereby I'll have been paying for broadband speed with a dial up connection.
Can anyone recommend anything please?
Here are the stats...

Keith_Beddoe wrote:
This will explain how it works.
Why has my speed dropped
Keith is absolutely correct and his links give good advice ....
However if you get caught in the loop whereby the DLM cannot promote the line profile because your router or hub is still dropping the connection, you have to find out why it is happening.
Even though you had a line fault fixed (supposedly) often the repairs are not 100% reliable, especially if the line has suffered a HR fault, or is subject to spurious burst noise which was not apparent when the BTo engineer left your premises, and he isn't a clairvoyant .... so if it continues to drop the connection, you need to report it back to BT support, and maybe go through the simple diagnostic tests again ... as outlined in Keith's help files.
Sometimes a fix is not forthcoming first time round, and ADSL can be troublesome with intermittent problems.

Slow broadband after repairs

Like everyone else I have found the BT advisors a waste of time. After taliking for an hour each time to six or seven advisors in the last 3 weeks I was told there was a line fault and that it was now fixed. I have waited 5 days but the speed was about !Mbps at best. I talked to another advisor who said everything was fine and he would get the IP profile reset. I waited another 5 days and still the speed is lower than I should get. Before the fault I was getting about 3.6 Mbps for an IP profile of 4.0 Mbps. Now I get about 2.4 Mbps with the IP profile stuck for two days at 2.71 Mbps. Any help would be appreciated.
The ASDL details are:
ADSL line status
Connection Information
Line state
Connected <script type="text/javascript"></script>
Connection time
2 days, 04:25:59
Downstream
3,071 Kbps
Upstream
1,107 Kbps
ADSL Settings
VPI/VCI
0/38
Type
PPPoA
Modulation
G.992.5 Annex A
Latency type
Fast
Noise margin (Down/Up)
12.4 dB / 5.6 dB
Line attenuation (Down/Up)
53.4 dB / 29.5 dB
Output power (Down/Up)
7.0 dBm / 1.6 dBm
Loss of Framing (Local/Remote)
0 / 0
Loss of Signal (Local/Remote)
0 / 0
Loss of Power (Local/Remote)
0 / 0
FEC Errors (Down/Up)
0 / 0
CRC Errors (Down/Up)
7951 / 9
HEC Errors (Down/Up)
9159 / 0
Error Seconds (Local/Remote)
4918 / 4

hi your ip profile is on the new 88.2% system that goes up and down immediately with any change of connection speed there fore it no longer needs resetting as the old system did
the line fault has increased your noise margin which has lowered your connection speed once you have maintained a 3 day connection you can contact the forum mods and get them to reset the noise margin for you this is a link to them
http://bt.custhelp.com/app/contact_email/c/4951
they normally reply by email or phone directly to you within 3 working days
They are a UK based BT specialist team who have a good record at getting problems solved
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’

Slow Broadband after phone line fault rectified

Joined BT Broadband Option 1 on 15/02/11, all was well with linespeed up to 6mbs while stabilising, On the 16/02/11 I reported a Phone fault (Broadband reverted to 135kbps) Phone fault was rectified on 18/02/11 and was told it would be 3 days before my broadband started to improve, it is now 24/02/11 and my Ip profile is still at the fail safe 135kbps, Anyone Help please.
Line state: Connected
Connection time: 0 days, 19:19:09
Downstream: 286.3 Kbps
Upstream: 440 Kbps
ADSL Settings
VPI/VCI: 0/38
Type: PPPoA
Modulation: G.992.5 Annex A
Latency type: Interleaved
Noise margin (Down/Up): 26.3 dB / 23.2 dB
Line attenuation (Down/Up): 30.3 dB / 16.8 dB
Output power (Down/Up): 17.9 dBm / 12.9 dBm
FEC Events (Down/Up): 1528 / 2
CRC Events (Down/Up): 0 / 32
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 / 7
Error Seconds (Local/Remote): 0 / 0
Download speedachieved during the test was - 52 Kbps
For your connection, the acceptable range of speedsis 100-250 Kbps.
Additional Information:
Your DSL Connection Rate :286 Kbps(DOWN-STREAM), 440 Kbps(UP-STREAM)
IP Profile for your line is - 135 Kbps
Thankyou chas2209
Solved!
Go to Solution.

Hello,
Your noise margin does seem high but the speed does take about 3-10 days to build up after faults. I had the same issue if you call tech help desk 0800 111 4567 they will be able to sent you profile higher.

Slow broadband after a line fault

Hi,
I recently returned from a week's holiday and found my broadband was dropping out almost every few minutes and was incredibly slow. I also had no dialling tone on my home phone line.
An Openreach engineer called this morning and found that a very old extension wire running through the house was causing the problem. He disconnected the troublesome wire, and now I have a good phone line and a stable broadband connection (connected for over 3 hrs without a problem).
However, the broadband is still very, very slow - the downstream is only 239kbps.
I have very little knowledge about broadband technology, but after a few hours researching I seem to have reached the conclusion that the reason for this is the connection kept dropping out whilst I was away on holiday. This has caused my IP profile to be set at 135kbps (determined by using the BT speed checker). A lot of the forums say that the IP profile will return to normal once the line has been stable for 3-10 days.
So, I guess I'm just looking for some reassurance that after a few days the line will return to normal.
If anyone can set my mind at rest, I'd be most grateful.
Phil
Solved!
Go to Solution.

Here are stats from hub:
DSL Connection
Link Information
Uptime:
0 days, 3:57:27
Modulation:
G.992.3 annex A
Bandwidth (Up/Down) [kbps/kbps]:
444 / 239
Data Transferred (Sent/Received) [MB/MB]:
11.31 / 29.76
Output Power (Up/Down) [dBm]:
12.5 / 0.0
Line Attenuation (Up/Down) [dB]:
26.5 / 47.5
SN Margin (Up/Down) [dB]:
27.5 / 31.5
Vendor ID (Local/Remote):
TMMB / IFTN
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):
0 / 0
FEC Errors (Up/Down):
0 / 86
CRC Errors (Up/Down):
0 / 0
HEC Errors (Up/Down):
0 / 0
Line Profile:
Fast
And from BT Speed tester:
Test1 comprises of two tests
1. Best Effort Test: -provides background information.
Download Speed
58 Kbps
0 Kbps
250 Kbps
Max Achievable Speed
Download speedachieved during the test was - 58 Kbps
For your connection, the acceptable range of speedsis 100-250 Kbps.
Additional Information:
Your DSL Connection Rate :239 Kbps(DOWN-STREAM), 444 Kbps(UP-STREAM)
IP Profile for your line is - 135 Kbps
The throughput of Best Efforts (BE) classes achieved during the test is - 24.53:21.32:54.15 (SBE:NBEBE)
These figures represent the ratio while sententiously passing Sub BE, Normal BE and Priority BE marked traffic.
The results of this test will vary depending on the way your ISP has decided to use these traffic classes.
2. Upstream Test: -provides background information.
Upload Speed
258 Kbps
0 Kbps
444 Kbps
Max Achievable Speed
>Upload speed achieved during the test was - 258 Kbps
Additional Information:
Upstream Rate IP profile on your line is - 444 Kbps
Thanks.

Slow/ unreliable broadband after line upgrade

Approximemtly 2 months ago I received an email informing me that my phoneline was going to be upgraded to improve reliability and possibly speed and that it may take approximently 10 days for my line to settle. At this time I was recieving a steady broadband speed of around 3.5mbps. (Please note my router is the home hub 3 and is upgraded to the latest firmware).
The day after my line was upgraded the line seemed to be as good as before however this deteriorated and I am now recieving speeds that vary from 3mbps down to 1mbps and even 0.05mbps on one ocassion!
I tried contacting BT by phone however they didnt listen to me. They tried changing my router channel and then when my laptop, which I rarely use, wouldnt connect they said the wifi reciever on the laptop was to blame.
I was wondering if anyone else has experienced a similar problem after a so called "upgrade" and if anyone has any ideas or solutions.
Many Thanks

ADSL Line Status
Connection Information
Line state:
Connected
Connection time:
0 days, 00:54:09
Downstream:
3.773 Mbps
Upstream:
1.004 Mbps
ADSL Settings
VPI/VCI:
0/38
Type:
PPPoA
Modulation:
G.992.3 Annex A
Latency type:
Interleaved
Noise margin (Down/Up):
7.3 dB / 5.9 dB
Line attenuation (Down/Up):
46.1 dB / 26.1 dB
Output power (Down/Up):
17.7 dBm / 12.6 dBm
FEC Events (Down/Up):
340444 / 213
CRC Events (Down/Up):
0 / 32
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 / 9
Error Seconds (Local/Remote):
0 / 0
i am not currently connected to my master socket as I found that my connection was less reliable using it than other sockets in my house.

Loss of broadband speed after line fault

We have just experienced another of our all too frequent faults on the telephone line. This has now been fixed (OpenReach repaired a couple of joints in our line) or, at least the crackling that was on the line is no longer detectable using quiet line test.
The broadband speed is now at a crawl - see summary router stats below. (router is a NetGear DGND3300). Until the problems downstream speed was about 12Mbit and upstream 0.6Mb ; noise margin was around 6db.
When we have had problems in the past the speed has always recovered within a few hours, on this occasion the speed, noise margin and attenuation haven't budged for 24+ hours. A few questions:-
1. I know that one is advised to wait up to 3 days, but should I expect a gradual improvement over this time or might it suddenly get better? (or have we still got a fault?)
2. Our exchange has been upgraded to ADSL2 since the last time we've had a fault; could this effect the way the line recovers (or not as the case may be!)?
3. The modem is not connected to the master socket at the moment. Although I doubt if this is the source of the problem; I'm tempted to do this. However this would entail disconnecting it - would the 3 day period start all over again?!
System Up Time 24:13:13
ADSL Link
Downstream
Upstream
Connection Speed
283 kbps
440 kbps
Line Attenuation
28.5 db
12.7 db
Noise Margin
26.3 db
22.4 db

Connection has now been up constantly, connected to the test socket for 4+ days and performance hasn't changed (see modem stats below)
What do I do next?
System Up Time 96:12:01
ADSL Link
Downstream
Upstream
Connection Speed
283 kbps
444 kbps
Line Attenuation
28.5 db
12.6 db
Noise Margin
26.1 db
22.5 db

Slow speed after line fixed

Hi,
We recently had a problem with our line (lots of noise), so an openreach engineer came out, who was very helpful, and replaced a large section of the outside line that had degraded and fitted a new master box. I was aware that after fixing the fault, I would have to wait for the broadband to retrain, and reset the noise margin on the IP profile.
But I was quite supprised that the day after my speed had actually reduced further. Ive phone the help line, where I was told there was a problem, but no-one seems to be able to sort it, and ive been told to wait. This is very annoying as I had over 11Mbps before the fault, and now its that slow its pretty much unusable for streaming video / games.
This is my current ADSL stats,
Downstream:
1.123 Mbps
Upstream:
440 Kbps
ADSL Settings
VPI/VCI:
0/38
Type:
PPPoA
Modulation:
G.992.5 Annex A
Latency type:
Interleaved
Noise margin (Down/Up):
18.4 dB / 28.6 dB
Line attenuation (Down/Up):
29.1 dB / 17.1 dB
Output power (Down/Up):
18.2 dBm / 12.5 dBm
FEC Events (Down/Up):
215 / 41
CRC Events (Down/Up):
0 / 11
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 / 7
Error Seconds (Local/Remote):
16 / 0
(before the fault, the nosie margin was ~7db each way)
Any Suggestions of what to do next would be greatly appreciated, as the call centre's dont seem to be of any use.

Upto 2d 10hours it remained exactly the same. Ive just come in from work now, where it should have reached 3d 5hours, but here is the status
Connection Information
Line state:
Connected
Connection time:
0 days, 05:44:10
Downstream:
1.123 Mbps
Upstream:
888.9 Kbps
ADSL Settings
VPI/VCI:
0/38
Type:
PPPoA
Modulation:
G.992.5 Annex A
Latency type:
Interleaved
Noise margin (Down/Up):
18.2 dB / 13.0 dB
Line attenuation (Down/Up):
29.0 dB / 17.1 dB
Output power (Down/Up):
18.2 dBm / 12.0 dBm
FEC Events (Down/Up):
429 / 0
CRC Events (Down/Up):
0 / 0
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 / 0
Error Seconds (Local/Remote):
20 / 0
It looks like it has resynced, and the upstream nosie margin has reduced, and the upstream speed improved. The downstream though is exactly the same. I really cant wait another 3 days again, as ive now been without usable internet for 7 days already, and i will probably need it for work this weekend.
So what do i do next?

Slow Broadband after line fault

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