Restricted to less than 2mb and no one knows why?

[Deleted User] · 01/08/14 - 17:42

Been having this issue all week, at best I can get 1.5mb when I should get 8mb, I have been onto EE who have checked everything, I had an open reach engineer out today who checked everything, He say the line has 8mb speed but I am getting restricted, he blamed the router, I gave him another, he tried that same thing, he was then beat and told me to contact EE, I have been on the phone to EE 45 min until I got cut off, they didn't have a clue either. I am thinking they are throttling me but surly they wouldn't go to all the trouble of sending out an engineer if this was the case?

[Deleted User] · 02/08/14 - 09:27

And to update this speed has royally gone to pot now.

Downstream Rate: 608kbps
Upstream Rate: 416kbps

Which gives me a speed of 0.35 and EE know nothing, even the Open reach engineer found no faults.

Icaraa · 02/08/14 - 09:38

happy-camper wrote: »

Been having this issue all week, at best I can get 1.5mb when I should get 8mb, I have been onto EE who have checked everything, I had an open reach engineer out today who checked everything, He say the line has 8mb speed but I am getting restricted, he blamed the router, I gave him another, he tried that same thing, he was then beat and told me to contact EE, I have been on the phone to EE 45 min until I got cut off, they didn't have a clue either. I am thinking they are throttling me but surly they wouldn't go to all the trouble of sending out an engineer if this was the case?

You're not giving us remotely enough information to help. It's no good showing us throughput speed tests. What is your sync speed? That's the speed the modem is currently connected to the DSLAM in the telephone exchange.

Gavin_D · 02/08/14 - 09:46

happy-camper wrote: »

And to update this speed has royally gone to pot now.

Downstream Rate: 608kbps
Upstream Rate: 416kbps

Which gives me a speed of 0.35 and EE know nothing, even the Open reach engineer found no faults.

Enter your phone number here https://www.btwholesale.com/includes/adsl/main.html if that doesn't work use the address checker and see what speeds that shows you can get

When I checked it shows I can get up-to 5.5Mbps on ADSL 2+ but in reality I only got 3Mbps max when I was with sky

[Deleted User] · 02/08/14 - 09:47

Status

Configured Current
Line Status --- SHOWTIME
Link Type --- Interleaved Path
Operation Mode Automatic G992.1(G.DMT)

Data Rate Information

Stream Type Actual Data Rate
Upstream 384 (Kbps.)
Downstream 640 (Kbps.)

Defect/Failure Indication

Operation Data Upstream Downstream
Noise Margin 7.0 dB 7.9 dB
Line Attenuation 27.5 dB 63.5 dB

Indicator Name Near End Indicator Far End Indicator
Output Power 12.3 dBm 17.8 dBm
Fast Path FEC Correction NA NA
Interleaved Path FEC Correction 0 0
Fast Path CRC Error NA NA
Interleaved Path CRC Error 0 0
Loss of Signal Defect 0 0
Fast Path HEC Error STR NA NA
Interleaved Path HEC Error 0 0
Error Seconds 0 0

Statistics

Received Cells 26393
Transmitted Cells 61444

[Deleted User] · 02/08/14 - 09:48

Sat Aug 2 09:46:24 2014 Possible DoS attack detected from 192.168.1.252(7c:dd:90:22:4c:b6)
Sat Aug 2 09:46:24 2014 Possible DoS attack detected from 192.168.1.252(7c:dd:90:22:4c:b6)
Sat Aug 2 09:46:24 2014 Possible DoS attack detected from 192.168.1.252(7c:dd:90:22:4c:b6)
Sat Aug 2 09:46:24 2014 Possible DoS attack detected from 192.168.1.252(7c:dd:90:22:4c:b6)
Sat Aug 2 09:46:24 2014 Possible DoS attack detected from 192.168.1.252(7c:dd:90:22:4c:b6)
Sat Aug 2 09:46:24 2014 Possible DoS attack detected from 192.168.1.252(7c:dd:90:22:4c:b6)
Sat Aug 2 09:46:24 2014 Possible DoS attack detected from 192.168.1.252(7c:dd:90:22:4c:b6)
Sat Aug 2 09:46:24 2014 Possible DoS attack detected from 192.168.1.252(7c:dd:90:22:4c:b6)
Sat Aug 2 09:46:24 2014 Possible DoS attack detected from 192.168.1.252(7c:dd:90:22:4c:b6)
Sat Aug 2 09:46:24 2014 Possible DoS attack detected from 192.168.1.252(7c:dd:90:22:4c:b6)
Sat Aug 2 09:46:24 2014 Possible DoS attack detected from 192.168.1.252(7c:dd:90:22:4c:b6)
Sat Aug 2 09:46:24 2014 Possible DoS attack detected from 192.168.1.252(7c:dd:90:22:4c:b6)
Sat Aug 2 09:46:24 2014 Possible DoS attack detected from 192.168.1.252(7c:dd:90:22:4c:b6)
Sat Aug 2 09:46:05 2014 admin login success from 192.168.1.252
Sat Aug 2 09:43:14 2014 PPP connection up (VC1)
Sat Aug 2 09:43:09 2014 PPP: IPCP up
Sat Aug 2 09:43:09 2014 PPP: IPCP received CONFACK
Sat Aug 2 09:43:09 2014 PPP: IPCP sending CONFREQ
Sat Aug 2 09:43:09 2014 PPP: IPCP received CONFNAK
Sat Aug 2 09:43:08 2014 PPP: IPCP sending CONFACK
Sat Aug 2 09:43:08 2014 PPP: IPCP received CONFREQ
Sat Aug 2 09:43:08 2014 PPP: IPCP sending CONFREQ
Sat Aug 2 09:43:08 2014 PPP: IPCP received CONFREJ
Sat Aug 2 09:43:08 2014 PPP: IPCP sending CONFREQ
Sat Aug 2 09:43:08 2014 PPP: CHAP authentication succeeded
Sat Aug 2 09:43:08 2014 PPP: LCP up
Sat Aug 2 09:43:08 2014 PPP: LCP received CONFACK
Sat Aug 2 09:43:07 2014 PPP: LCP sending CONFREQ
Sat Aug 2 09:43:06 2014 PPP: LCP sending CONFACK
Sat Aug 2 09:43:06 2014 PPP: LCP received CONFREQ
Sat Aug 2 09:43:04 2014 PPP: LCP sending CONFREQ
Sat Aug 2 09:43:04 2014 PPP: Starting daemon
Sat Aug 2 09:42:59 2014 PPP connection down (VC1)
Sat Aug 2 09:42:59 2014 PPP: LCP sending TERMREQ
Sat Aug 2 09:42:59 2014 PPP: Stopped daemon(0,1,5)
Sat Aug 2 09:42:59 2014 PPP: IPCP down
Sat Aug 2 09:42:58 2014 PPP: LCP down
Sat Aug 2 09:42:25 2014 PPP connection up (VC1)
Sat Aug 2 09:42:23 2014 PPP: IPCP up
Sat Aug 2 09:42:23 2014 PPP: IPCP received CONFACK
Sat Aug 2 09:42:23 2014 PPP: IPCP sending CONFREQ
Sat Aug 2 09:42:22 2014 PPP: IPCP received CONFNAK
Sat Aug 2 09:42:22 2014 PPP: IPCP sending CONFREQ
Sat Aug 2 09:42:22 2014 PPP: IPCP received CONFREJ
Sat Aug 2 09:42:22 2014 PPP: IPCP sending CONFACK
Sat Aug 2 09:42:22 2014 PPP: IPCP received CONFREQ
Sat Aug 2 09:42:22 2014 PPP: IPCP sending CONFREQ
Sat Aug 2 09:42:21 2014 PPP: CHAP authentication succeeded
Sat Aug 2 09:42:21 2014 PPP: LCP up
Sat Aug 2 09:42:21 2014 PPP: LCP received CONFACK
Sat Aug 2 09:42:21 2014 PPP: LCP sending CONFREQ
Sat Aug 2 09:42:19 2014 PPP: LCP sending CONFACK
Sat Aug 2 09:42:19 2014 PPP: LCP received CONFREQ
Sat Aug 2 09:42:18 2014 PPP: LCP sending CONFREQ
Sat Aug 2 09:42:17 2014 PPP: Starting daemon
Sat Aug 2 09:42:11 2014 WAN link up (ADSL)

[Deleted User] · 02/08/14 - 09:52

Gavin_D wrote: »

Enter your phone number here https://www.btwholesale.com/includes/adsl/main.html if that doesn't work use the address checker and see what speeds that shows you can get

When I checked it shows I can get up-to 5.5Mbps on ADSL 2+ but in reality I only got 3Mbps max when I was with sky

ADSL Max Up to 8 -- 7 to 8 Available
Fixed Rate 2 -- -- Available

Dave3622 · 02/08/14 - 10:09

With that attenuation you should easily be getting 8meg as you said. It sounds like there is a line fault that is affecting the broadband service only, resulting in drastically reduced sync speeds. At such a low speed it is unlikely that you will see any CRC errors on the line even if there is a fault.

The Openreach engineer should have checked the Sync speed at various points in the network to see where the loss is occuring, unless his EXFO or JDSU tester showed the full 8 meg at your NTE5 in which case he is correct in saying the line is OK.

edit - If the Engineer says the line is 8meg but getting restricted then the SNR margin would have been far greater than 7dB so I don't think it is a profile banding issue.

[Deleted User] · 02/08/14 - 12:04

I don't know if this guy could call himself an engineer, he was bloody useless. I wasn't home when he arrived but the wife let him in, first of he couldn't find the wireless key. The wife told him on the bottom of the router, I kid you not. He then couldn't get it to connect as I had the key changed, he was then on my laptop but I had a password on it so he couldn't connect, now common sense reset router, resets the key. He then said he was not in his van and did not have a network cable, At this stage I arrived home, I gave him a network lead, he fitted a new phone socket messed about a bit then blamed the router, I have 4 routers in the cupboard, I gave him another same problem, he then says I am being restricted and to call EE and he would fill in the report. More eager to have wee early Friday afternoon I think. Since he left things have actually got worse, probably didn't wire the socket correctly.

Is this the standard of engineer we have these days?

[Deleted User] · 02/08/14 - 12:28

Right connection speed back to normal however no improvement in speed still getting 0.35 Am I being banded?

Status
Configured Current
Line Status --- SHOWTIME
Link Type --- Interleaved Path
Operation Mode Automatic G992.1(G.DMT)
Data Rate Information
Stream Type Actual Data Rate
Upstream 448 (Kbps.)
Downstream 8128 (Kbps.)
Defect/Failure Indication
Operation Data Upstream Downstream
Noise Margin 28.0 dB 15.3 dB
Line Attenuation 3.0 dB 5.0 dB
Indicator Name Near End Indicator Far End Indicator
Output Power 11.7 dBm 11.8 dBm
Fast Path FEC Correction NA NA
Interleaved Path FEC Correction 0 0
Fast Path CRC Error NA NA
Interleaved Path CRC Error 0 0
Loss of Signal Defect 0 0
Fast Path HEC Error STR NA NA
Interleaved Path HEC Error 0 0
Error Seconds 0 0
Statistics
Received Cells 40604
Transmitted Cells 12245

Dave3622 · 02/08/14 - 13:42

Sometimes when you have had a slow sync speed which then suddenly increases, it can take a while for the throughput speed to also increase, not sure why. It used to take up to 2 days on BT Wholesale's network but it seems to be far quicker these days. Give it a while and the throughput speed may suddenly jump back up to what it should be.

[Deleted User] · 02/08/14 - 14:32

I have just spent 1hr on the phone to 2nd line support, my brain is sore dealing with these people, I have never heard so much rubbish, they clearly do not have a clue and by the hour my internet speed is getting slower and slower 0.02 I am now at.

They were adamant it was the Brightbox (Router) at fault, it didn't seem to register the fact I have 3 or these and a Netgear and they all are giving the same result, they must all be faulty, we will send you another Brightbox, I mean why would they do this? The logic is beyond me, after arguing with the advisor and a supervisor I got them shifted away from this, next it was my laptop was at fault, didn't matter a damn that 2 phones 2 ipod touches and a tablet all gave similar results, after more arguing they gave up and another engineer is booked for Monday so that will be a real treat, I wonder will he be in the same league as the last guy who didn't even have a network cable?

Anyone any ideas because clearly EE nor BT Openreach have any idea

Download speedachieved during the test was - 0.07 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

Icaraa · 02/08/14 - 14:55

happy-camper wrote: »

I have just spent 1hr on the phone to 2nd line support, my brain is sore dealing with these people, I have never heard so much rubbish, they clearly do not have a clue and by the hour my internet speed is getting slower and slower 0.02 I am now at.

They were adamant it was the Brightbox (Router) at fault, it didn't seem to register the fact I have 3 or these and a Netgear and they all are giving the same result, they must all be faulty, we will send you another Brightbox, I mean why would they do this? The logic is beyond me, after arguing with the advisor and a supervisor I got them shifted away from this, next it was my laptop was at fault, didn't matter a damn that 2 phones 2 ipod touches and a tablet all gave similar results, after more arguing they gave up and another engineer is booked for Monday so that will be a real treat, I wonder will he be in the same league as the last guy who didn't even have a network cable?

Anyone any ideas because clearly EE nor BT Openreach have any idea

Download speedachieved during the test was - 0.07 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

OK I do think you had some kind of line fault and maybe still do. But your current issue is your line profile, you can see it there for yourself. Sync speed is fine, but IP profile hasn't increased yet, but it will over the next day or so.

Does sound like maybe the engineer wasn't great or didn't explain himself very well. He should be using his tester to check the quality of the physical line first and trying to fix any problems that are observed, then worry about the sync speed after that. As in actual fact if you just look at getting the line quality as good as you can first, then when you check the sync speed after that it has usually gone back to where it should be anyway.

He's wasting his time using your laptop, why he's worrying about that I have no idea.

Earake · 02/08/14 - 16:32

happy-camper wrote: »

Output Power 11.7 dBm 11.8 dBm

My guess is that it's an exchange fault.

biggyt · 02/08/14 - 16:51

happy-camper wrote: »

I don't know if this guy could call himself an engineer, he was bloody useless. I wasn't home when he arrived but the wife let him in, first of he couldn't find the wireless key. The wife told him on the bottom of the router, I kid you not. He then couldn't get it to connect as I had the key changed, he was then on my laptop but I had a password on it so he couldn't connect, now common sense reset router, resets the key. He then said he was not in his van and did not have a network cable, At this stage I arrived home, I gave him a network lead, he fitted a new phone socket messed about a bit then blamed the router, I have 4 routers in the cupboard, I gave him another same problem, he then says I am being restricted and to call EE and he would fill in the report. More eager to have wee early Friday afternoon I think. Since he left things have actually got worse, probably didn't wire the socket correctly.

Is this the standard of engineer we have these days?

You could have offered him your toilet if he was that desperate

Icaraa · 02/08/14 - 17:20

Earake wrote: »

My guess is that it's an exchange fault.

Yeah that sounds plausible actually

Gavin_D · 02/08/14 - 17:52

TBH happy-camper if you are able to leave I would and move to a company who will get the fault fixed for you, you clearly have a fault somewhere between your house and the exchange but EE can't see this

[Deleted User] · 02/08/14 - 18:02

Gavin_D wrote: »

TBH happy-camper if you are able to leave I would and move to a company who will get the fault fixed for you, you clearly have a fault somewhere between your house and the exchange but EE can't see this

The frustrating thing is its like banging your head against a brick wall, you phone them up thinking you'd continue from where you left of but no you have to go through all the same old crap of resetting routers etc, arguing with them that its not the routers fault etc. I am now posting this from my phone as the internet has now gave up all together, I can't even perform a speedtest.

[Deleted User] · 02/08/14 - 20:44

OK things are starting to improve.

Download speedachieved during the test was - 1.48 Mbps
For your connection, the acceptable range of speeds is 0.6 Mbps-7.15 Mbps.
Additional Information:
Your DSL Connection Rate :8.13 Mbps(DOWN-STREAM), 0.45 Mbps(UP-STREAM)
IP Profile for your line is - 7.15 Mbps

This was the original problem I have, everything was fine apart from the dire download speed.

Earake · 03/08/14 - 00:44

Can you post your router's stats page again.

[Deleted User] · 03/08/14 - 08:16

My stats today.

Status
Configured Current
Line Status --- SHOWTIME
Link Type --- Interleaved Path
Operation Mode Automatic G992.1(G.DMT)
Data Rate Information
Stream Type Actual Data Rate
Upstream 448 (Kbps.)
Downstream 8128 (Kbps.)
Defect/Failure Indication
Operation Data Upstream Downstream
Noise Margin 19.0 dB 16.4 dB
Line Attenuation 7.0 dB 9.0 dB
Indicator Name Near End Indicator Far End Indicator
Output Power 11.4 dBm 19.9 dBm
Fast Path FEC Correction NA NA
Interleaved Path FEC Correction 433842 0
Fast Path CRC Error NA NA
Interleaved Path CRC Error 0 0
Loss of Signal Defect 0 0
Fast Path HEC Error STR NA NA
Interleaved Path HEC Error 0 0
Error Seconds 0 0
Statistics
Received Cells 806655
Transmitted Cells 381724

Download speedachieved during the test was - 1.18 Mbps
For your connection, the acceptable range of speeds is 0.6 Mbps-7.15 Mbps.
Additional Information:
Your DSL Connection Rate :8.13 Mbps(DOWN-STREAM), 0.45 Mbps(UP-STREAM)
IP Profile for your line is - 7.15 Mbps

Earake · 03/08/14 - 09:52

Operation Data Upstream Downstream
Noise Margin 19.0 dB 16.4 dB
Line Attenuation 7.0 dB 9.0 dB
Output Power 11.4 dBm 19.9 dBm

Output Power now looks more how it should.

Downstream Noise Margin is still restricting your downstream speed.

Attenuation has been changed in each of the 3 sets of stats you've posted.......how far are you from your local exchange ?

[Deleted User] · 03/08/14 - 09:56

Earake wrote: »

Output Power now looks more how it should.

Downstream Noise Margin is still restricting your downstream speed.

Attenuation has been changed in each of the 3 sets of stats you've posted.......how far are you from your local exchange ?

About a 2 min walk

chrisjr · 03/08/14 - 11:39

happy-camper wrote: »

About a 2 min walk

What's that mean in distance though?

And bear in mind that the cable might not take the same route as you would walking. It could quite literally go all round the houses from the cabinet serving your home to the exchange.

The distance the signal has to run plays a role in determining what sort of speed you can get. If your speed is significantly different to the average for the length of line then that could be an indicator of a line problem.

[Deleted User] · 03/08/14 - 12:04

chrisjr wrote: »

What's that mean in distance though?

And bear in mind that the cable might not take the same route as you would walking. It could quite literally go all round the houses from the cabinet serving your home to the exchange.

The distance the signal has to run plays a role in determining what sort of speed you can get. If your speed is significantly different to the average for the length of line then that could be an indicator of a line problem.

We'll say about 1/4 of a mile if even, as the crow flies I could probably throw a stone from my back yard and hit the exchange but I doubt the cable goes that way, it'll probably go down to the end of the estate, and up around the corner the exchange.

Someone else said its just congestion, nothing I can do. Odd that I was getting 7mb up until this day last week then down to 1mb

albertd · 03/08/14 - 12:46

I know that all those figures are supposed to relate to the router's connection with the exchange, but I wonder whether the "Download speed achieved during the test was - 1.18 Mbps" figure related to a test which involved a dodgy WiFi connection between the router and the computer.

I note that figures also say

"Actual Data Rate
Upstream 448 (Kbps.)
Downstream 8128 (Kbps.)"

which seems reasonable.

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Restricted to less than 2mb and no one knows why?

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