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.

Similar Messages

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.

Very slow broadband speed following line fault

Having recently had a noisy line fault repaired I have been left with broadband that is running at a very slow speed. Having read several other posts on this forum it seems that my IP profile needs resetting in the local exchange. I am reluctant to try to explain my problem to someone in India (because I can envisage a rather lengthy call which could possibly be to no avail) so can anybody tell me if there is an alternative way to reset my IP profile.
BT's speed test results were as follows:
Download speed: 680Kbs
DSL connection rate: 2464Kbs (downstream) 448Kbs (upstream)
IP Profile: 750Kbs
Any help would be useful,
Jim
Solved!
Go to Solution.

Soulvache wrote:
reme8488 wrote:
You have 2 choices -
1: wait the 3 - 5 days and see if your profile resets (providing you have a stable connection for the period and leave your modem on 24/7)
or
2: contact the moderators here to see if they can be of help.
I think you'll be stuck with the former though.
Tom,
As I have posted above, we have not even seen Jim's line stats. This would make it impossible to try and establish what is actually occurring with the line and connection.
I thought about that straight after posting (actually meant to put that bit in my op ) and then spotted your post when I was going to edit my own. Was too quick on the keyboard there after watching a rather entertaining Fullham vs Chelsea match on my lappy.
Kind regards... Tom
BT Infinity2:

Very slow connection after phone line repair

I had my phone line repaired yesterday with new cabling and new BT box for phone and computer.My phone is fine, but the hub for my broadband does not appear to be ok. the phone symbol on the hub did not light up at all this morning, and after restarting the hub and going back to default settings it is now glowing orange only. It was ok yesterday after being fixed. Very slow connection now. Should i keep everything on to see if it will right itself, or re-start yet again?
I have been looking on BT's options for fixing but can't seem to find anything. the connections in my area are fine so it can't be an outside fault

Which home hub do you have? Did you recently re-contract or change your package, as that will affect your hub phone.
As for the speed issue, it should get better if you leave it alone.
See Why has my speed dropped
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

Phone line fault now infinity is stuck in the slow...

Hello,
I got infinity Installed about 3 weeks ago. BT estimated that I would get around 12Mbit/s however after the install I was sync'ing at 40Mbit/s (the engineers test equipment verified this) and my real world speed test results were usually around 38 Mbit/s on average. This was the case for a couple of weeks.
Then 10 days ago my telephone line developed a fault, I had no dial tone and could neither make or receive any calls. The broadband still worked but had slowed to around 10 Mbit/s and my ping times have increased.
I believe this was because the DSLAM in the cabinet had reduced the speed, because of the bad line conditions, so that it could maintain a working circuit, albeit slow. I logged a call to have the voice service repaired, and it seems to be good now.
However the speed has remained slow, I have spent a long time on the phone to the indian call centres and spoke to some of the ladies in the UK but haven't got much help with the slow speed problem.
I have been told to reboot my router and OpenReach modem more times, carry out more speed tests, place the modem and router facing north-west with some lighted candles, during a full moon, but to no avail.
I have read a lot about profiles and people having exactly the same issues after faults etc. and suggested this to the help desk people but it doesn't compute with them.
What could be wrong here, it was fine until the phone line fault and now is slow, it's hardly a coincidence ?
Can my profile be reset so that the modem will re-train again? Surely if I was to disconnect and a new customer get connected to that port in the cabinet then it would have to re-train, it wouldn't just give them my speed especially if they were to live beside the cabinet?
I have been told everything, you wouldn't believe and BT don't care because it's working.
Any help gratefully received...
** Slight update ** a girl on the help desk earlier said she would increase my upload up to 10 because it was set at 2Mbits/s and now at 00:10 hrs my speed tests reveal that my upload is pulling over 8Mbits/s
So I definately think my downstream should be capable of what I was getting before.
Power Ranger
I.T. / Telecomm's Engineer

Update.
I had arranged for an OpenReach engineer to call out to my house to have a look at my slow speed issues.
However on the evening before the planned afternoon visit from the engineer, my broadband service has started working normally again. I carried out several speed tests that evening, and indeed it seems to be working at the speed that it used to before my telephone line fault.
Perhaps someone has looked at or reset the profile remotely, but why would they do this now, especially the evening before a scheduled engineer call. If this is the case, they should have done that several weeks ago.
or
Perhaps the DSLAM has done this automatically, by figuring out over a period of time that the line is of good quality now again, and can support faster speeds, and has increased the speed to what is was before my lline fault.
I had been advised by technical support to restart and reset the equipment fairly frequently, early on, however I haven't done this for about a week now, and have just left the equipment alone.
Perhaps the equipment needs to be 'up' without and restarts for the DSLAM to restore the initial speed, or perhaps the it doesn't mind equipment restarts - it still knows the line is good and there is a 'wait' period before it restores the speed again.
Anyhow, since my first line fault, even after the fault was fixed, BT have told me that the initial fault is still open and that more work needs done, I told them the voice part was working ok again.
I looked outside my window this morning and BT contractors are digging up the small aluminium pedestal which contains the connections for the street. I don't mind this, there were faults coming off that small box thing. Hopefully they will replace it with something better.
Hopefully my service will still be working good when I get home this evening, after the work they are doing in the stree, and hopefully I won't have to go round the loop again with slow speeds DOH!

ADSL problems - Slow - Noise on phone line

Hi, Im hoping someone can help me with Broadband issues I've been having. Ill try and describe the salient points without turning into a rant. Suffice to say Ive had a torrid time over 2 weeks, spending hours on the phone to maybe 15+ different call centre staff and relaying information back and forth between them and 3 different engineers.
Ive recently moved house and about a month before the move I arranged for an 8Mb ADSL connection to be ready for me when we moved in. I was assured that I would definitely have service on this date which was important to me as I am a self employed web designer and rely on an internet connection for my work.
We moved on 11th this month, I plugged the router in and it couldn't connect (orange/purple flashing light on HomeHub 3). After talking to various people at the BT Broadband call centre over a period of a few days, going through basic troubleshooting numerous times it was eventually decided that an engineer be sent. He found the problem relatively quickly, the exchange hadn't been set up for my connection. He set up the connection at the exchange and left with me being able to connect.
I quickly realised that the speeds were very slow (around 0.7Mbps). I left it for 24hrs but no improvement. It also worried me was that I could hear noise on the phone line. The noise is only there when the broad band is connected, a steady fuzzy static. You can also hear the modem on the router dial occasionally like the old school dial up connections. I again phoned the call centre, again went through basic trouble shooting (plugging directly into test socket, different filters, connect computer into router via cable and not wifi etc etc….), and again eventually got another engineer sent.
The new engineer changed my Home Hub 3 for a Home Hub 4, decided nothing else could be wrong at the house end so went to the exchange. He phoned from the exchange explaining that he had sorted the problem (I can’t remember what he said he did as it was beyond my understanding). I was suspicious that the situation hadn’t been resolved though because I still had noise on the line and 24 hrs later I also had my connection drop to 0.13Mbps.
More phoning to call centre folk and eventually engineer no.3 was sent. I have to say he seemed very thorough, changed the master socket (which he told me the previous 2 engineers should have done) and spent a long time doing various tests. It seemed the problem was fixed since after changing the socket there was no noise on the line. The connection eventually recovered after an SNR and IP profile reset to about 2.5Mbps.
The next day though there was again noise on the line. Some crackles at first but later turning into the constant fuzzy noise that I was hearing before. The speed steadily deteriorated everytime the router was re-synching during training and is now 0.97Mbs and I guess on its way down further since the noise is now quite loud. The engineer was kind enough to ring back to check up on the case and when he heard the issue he insisted that it was almost certainly a phone line fault and that I should call 151 to arrange for someone to come out.
Ive spent today being passed to and fro between the phone line department and the broadband department. The broadband department also tell me they think the phone line department should deal with the issue but then the phone line department say there is no problem when they do a remote test so pass me back to the Broadband department. Eventually after speaking to 5 different people today it has been decided that I should have my 4th Broadband Engineer visit me on Monday.
To my limited knowledge and reading on these forums it seems the issue is likely to be a line fault, so it’s frustrating that it’s possible the wrong person might be being sent and the problem will continue.
Any help or advice would be greatly appreciated, as I mention the connection is very important to me.
ADSL Line stats from my Home Hub 4:
Connected Connection time: 0 days, 03:00:05
Downstream: 1.313 Mbps
Upstream: 448 Kbps
BTWholesale Speedtest:
Download speed achieved during the test was - 0.96 Mbps
For your connection, the acceptable range of speeds is 0.2 Mbps-1 Mbps.
Additional Information:
Your DSL Connection Rate :1.34 Mbps(DOWN-STREAM), 0.45 Mbps(UP-STREAM)
IP Profile for your line is - 1 Mbps

Obviously you need to get rid of the line noise problem before your internet connection will improve. Normally the advice is to phone 151 and report a phone fault with no mention of broadband. You really now need to wait until monday to see if this engineer visit solves your noise problem
if after the engineer visit there is no improvement then the mods may be able to help
as this is a residential line and is not supposed to be used for business purposes maybe you should consider a business line which gives a better service contract especially as you are self employed
If you like a post, or want to say thanks for a helpful answer, please click on the Ratings star on the left-hand side of the post.
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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

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

Very slow connection speed, after phone line probl...

My catalogue of problems starts about a month ago. The phone line developed heavy interference and my Broadband connection kept dropping. This was diagnosed as being a fault with my HH 1.5. BT duly sent me a replacement HH3 which arrived about 3 days later. I installed the new hub, changed all the wiring and the filters for the new kit that came with the hub only to discover that the interference on the phone line was now even worse. It was so bad that at times you could not even hear what was being said on the other end of the phone, so an engineer visit was arranged.
A week later a BT engineer came and checked the line, sure enough there was a second problem and all the wiring from my house to the nearest telephone pole had to be replaced.
These problems had had a catastrophic effect on my connection speed and profile (I was getting about 500 kbps both up and down stream), so I dutifully reset the hub after the engineer had finished and waited for the line to stabilise.
14 days later and the upload speed had doubled, but the download speed is still unchanged at 570 kbps, about half the current upload speed. The line was a bit temperamental for the first few days but I have been able to maintain a solid connection for the last 4 days, current stats are as follows:
ADSL Line Status
Connection Information
Line state:
Connected
Connection time:
4 days, 04:42:16
Downstream:
574.3 Kbps
Upstream:
1.184 Mbps
ADSL Settings
VPI/VCI:
0/38
Type:
PPPoA
Modulation:
G.992.5 Annex A
Latency type:
Interleaved
Noise margin (Down/Up):
29.9 dB / 5.6 dB
Line attenuation (Down/Up):
19.6 dB / 12.8 dB
Output power (Down/Up):
18.3 dBm / 12.4 dBm
FEC Events (Down/Up):
279 / 615
CRC Events (Down/Up):
0 / 94
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 / 156
Error Seconds (Local/Remote):
0 / 42
There is only one active socket in the house, and the hub has been running from the test socket for the last week.
Solved!
Go to Solution.

The Hub is connected to the test socket. Disconnecting the ADSL feed to the hub has had no real effect (The upload speed increased marginaly but still no change to the download speed). Reran speedtest too, the new stats are:
FAQ
1. Best Effort Test: -provides background information.
Download Speed
0.44 Mbps
0 Mbps
0.5 Mbps
Max Achievable Speed
Download speedachieved during the test was - 0.44 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
2. Upstream Test: -provides background information.
Upload Speed
0.94 Mbps
0 Mbps
0.83 Mbps
Max Achievable Speed
Upload speed achieved during the test was - 0.94Mbps
Additional Information:
Upstream Rate IP profile on your line is - 0.83 Mbps
ADSL Line Status
Connection Information
Line state:
Connected
Connection time:
0 days, 00:02:29
Downstream:
574.3 Kbps
Upstream:
1.2 Mbps
ADSL Settings
VPI/VCI:
0/38
Type:
PPPoA
Modulation:
G.992.5 Annex A
Latency type:
Interleaved
Noise margin (Down/Up):
29.9 dB / 5.9 dB
Line attenuation (Down/Up):
19.5 dB / 12.7 dB
Output power (Down/Up):
18.3 dBm / 12.4 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
HEC Events (Down/Up):
0 / 0
Error Seconds (Local/Remote):
6 / 63

Can't place a broadband order - phone line not rec...

Hello,
I had a new BT phone line installed on Monday October 1st. I want to place a broadband order with another ISP, yet over a week later I'm still not able to, due to the line not being recognised as a BT line.
The ISP I have tried to place an order with have specifically told me the following:
"I've checked the number and can confirm that BT have yet to update their database to show the line as active."
All I want to do is get BT to update their database so that I can proceed to place a broadband order with this company. However, I am having a horrible time trying to convey this to anyone in a BT call centre. I've been put on hold for ages, passed around from department to department, told there are no faults on the line and that noone can help me, told that its not a BT line and that noone can help me (that was quite an amusing one!) and told it will be fixed in 48 hours.... which it wasn't.
Does anyone know what I can do to get this resolved? I don't think I'm asking for much... all I'm after is the ability to place a broadband order on the new phone line I had installed over a week ago.
Thanks,
Andrew

I think John has posted into the wrong thread.
I think this is what he meant to say.
If you would like to contact one of the UK based BT Care Team who moderate this forum, they should be able to help you.
They can be contacted using this link BT Care Team
They normally respond by phone or e-mail, within three working days, however you should get an immediate confirmation, with a tracking number.
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

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

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 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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Slow down after my line was upgraded to ADSL2+

Hi there
a couple months ago BT upgraded our line from ADSL 1 to ADSL2+ now it all sounds good but I have experienced some major slow downs since they have done it and constant calls to CS have just resulted in my line getting tested and then having a different person phone back to give the results but just end up getting another line test done and it is starting to get very annoying.
Before the upgrade I was downloading at around 8.1Mb/s, uploading at 1.1Mb/s and had a ping of around 15. Now it is this.
Is there anything else i could do that could improve my speed?
Thanks for reading my wall of text.
P.S my line stats are:
Connection information
Line state
Connected
Connection time
10 days, 6:53:35
Downstream
2,268 Kbps
Upstream
888 Kbps
ADSL settings
VPI/VCI
0/38
Type
PPPoA
Modulation
ITU-T G.992.5
Latency type
Interleaved
Noise margin (Down/Up)
13.1 dB / 12.6 dB
Line attenuation (Down/Up)
21.5 dB / 9.5 dB
Output power (Down/Up)
0.0 dBm / 12.5 dBm
Solved!
Go to Solution.

Hi there
I am using BT home hub 2.0
and the rest of my line stats
Line state
Connected
Connection time
10 days, 7:16:00
Downstream
2,268 Kbps
Upstream
888 Kbps
ADSL settings
VPI/VCI
0/38
Type
PPPoA
Modulation
ITU-T G.992.5
Latency type
Interleaved
Noise margin (Down/Up)
13.1 dB / 12.5 dB
Line attenuation (Down/Up)
21.5 dB / 9.5 dB
Output power (Down/Up)
0.0 dBm / 12.5 dBm
Loss of Framing (Local)
0
Loss of Signal (Local)
0
Loss of Power (Local)
0
FEC Errors (Down/Up)
898476782 / 0
CRC Errors (Down/Up)
202 / 2147480000
HEC Errors (Down/Up)
nil / 0
Error Seconds (Local)
143

Slow Broadband 250K throughput, line continually d...

I joined BT in October 2010, I left Sky because my broadband speed was really good then one month they dropped the speed, no notice or apologies. I joined BT as I thought they would be able to provide a fast, quality and reliable service; this has not been my experience so far.
Summary
Problems since joining in October 2010, 6 months on still not fixed.
Line throughput is configured to 250kbps, Profile is configured to 3776kbps.
Current download speed is 0.12mbps, this is my average download speed.
Line drops every 4-5 days, profile is reconfigured then drops again.
4 failed BT Broadband engineer visits (engineers did not turn up).
Card changed on the switch twice.
If there is anyone from BT who cares about their customers please contact me to try and resolve.
Line state
Connected
Connection time 0 days, 6:35:39
Downstream 3,776 Kbps
Upstream 448 Kbps
ADSL settings
VPI/VCI
0/38
Type PPPoA
Modulation ITU-T G.992.1
Latency type Interleaved
Noise margin (Down/Up) 14.9 dB / 22.0 dB
Line attenuation (Down/Up) 43.0 dB / 28.5 dB
Output power (Down/Up) 18.9 dBm / 12.0 dBm
Loss of Framing (Local) 156
Loss of Signal (Local) 2266
Loss of Power (Local) 0
FEC Errors (Down/Up) 16124 / 0
CRC Errors (Down/Up) 8 / 2147480000
HEC Errors (Down/Up) nil / 1
Error Seconds (Local) 5460

A complex broadband engineer attended my premises on Friday, he spent 2.5 hrs testing and could find nothing wrong with the internal wiring he dsaid I should be able to receive 4.7mb download with no problems. 4 hours after he left and my router threw a wobbly, continually rebooting with the amber and red light on occasions. Surprise, surprise the speed returned to the usual poor speed of 0.12mbps download.
I have run BT Speedtester tonighht and it gets worse 67KBPS download, line profile now configured as 160kbps, see results below.

Slow Broadband after phone line fault rectified

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