More BT Infinity woes

mpmc17

30-08-2013

Thanks to some repairs to a cable a few doors up (carried out by BT) we now have a crap connection, an EXTREMELY slow connection, here's the log I wrote so I didn't forget everything..

Quote:
“Called BT: 28/08/2013 ~ roughly 5:30pm

Broadband not working correctly, started about 11am waited til about 5pm to call.

We'd previously noticed work men a few doors up working on the footpath and checked on roadworks.org and found BT were fixing a broken cable, broadband connection constantly dropping to finally not connecting at all.
Between the hours above I did some tests and found out that whenever we used to phone we got a connection (a VERY slow connection!), If we hang up the phone the connection drops..

Called BT explained the situation two times before I was finally transferred to the correct dept and had to explain it all over again! I told the lady on the phone that when we used the phone we got a connection and when we hung up it dropped, she said they'd get someone to sort this out and would get back to us within 24 hours, no one did..

A few hours passed & I checked the connection, it connects but was very flaky taking about 3-10 minutes to do so, now the problem seems to be the reverse, when we sometimes make a call it drops!

Before the works took place we had an extremely stable VDSL connection at 20mbps which we were happy with now we barely get 3mbps..”

Here's some speedtests I took, bare in mind this is meant to be BT Infinity.. The connection is obviously being stabilised by the DSLAM.

http://www.speedtest.net/result/2933124663.png
http://derp.co.uk/4fc79

I've not changed anything locally and all was working great until these repairs were done, I really don't fancy 2/3 months of having to deal with BT..

The Sack

30-08-2013

Originally Posted by mpmc17:
“The connection is obviously being stabilised by the DSLAM.”

Infinity doesn't work like that, the DSLAM never stops looking at the connection quality, there is no stabilisation involved, not even in the first 10 days.

Turn the modem off for 5 minutes and see if that improves it. The Openreach advice for a connection that has gone titsup is reset the active NTE, in other words your modem, it might do nothing, it might sort it out, either way you aren't going to lose a great deal are you.

mpmc17

30-08-2013

Originally Posted by The Sack:
“Infinity doesn't work like that, the DSLAM never stops looking at the connection quality, there is no stabilisation involved, not even in the first 10 days.

Turn the modem off for 5 minutes and see if that improves it. The Openreach advice for a connection that has gone titsup is reset the active NTE, in other words your modem, it might do nothing, it might sort it out, either way you aren't going to lose a great deal are you.”

Ah I see, I was thinking it's the same as ADSL, Thanks for the correction

And by the looks of things they've fixed it, I think. Although it's still slow as hell.. http://derp.co.uk/34bea

mpmc17

30-08-2013

Sigh..

A few minutes ago I get a call from BT asking how the connection is..
I told him it was syncing at 28mbps odd but he insisted that the connection is only 2mbps! (I am still getting ~2mbps odd)

So now he's sending an engineer out as it's not something they can fix over the phone..

Originally Posted by The Sack:
“Infinity doesn't work like that, the DSLAM never stops looking at the connection quality, there is no stabilisation involved, not even in the first 10 days.

Turn the modem off for 5 minutes and see if that improves it. The Openreach advice for a connection that has gone titsup is reset the active NTE, in other words your modem, it might do nothing, it might sort it out, either way you aren't going to lose a great deal are you.”

I tried resetting the modem left it until I was asked to plug the thing back in (by the guy from BT), it hasn't made any difference at all.

The saga continues..

mpmc17

02-09-2013

And it continues

Engineer turned up Saturday (31 Aug) and fixed the problem.

5:30pm this evening (2nd Sept) it reappears, back on the phone to BT I go, got transferred to the "Special Team"

.

The guy looked up what the engineer did the last time, which was a line card reset and did some more tests and in the end decided that another engineer was required to fix the fault.

TestingTimes

04-09-2013

Originally Posted by mpmc17:
“And it continues

Engineer turned up Saturday (31 Aug) and fixed the problem.

5:30pm this evening (2nd Sept) it reappears, back on the phone to BT I go, got transferred to the "Special Team" .

The guy looked up what the engineer did the last time, which was a line card reset and did some more tests and in the end decided that another engineer was required to fix the fault. ”

How did you get on today buddy? Or you having to wait longer for a new specialist ultra better engineer?

Seriously though, let us know how you get on

mpmc17

08-09-2013

Originally Posted by TestingTimes:
“How did you get on today buddy? Or you having to wait longer for a new specialist ultra better engineer?

Seriously though, let us know how you get on ”

Totally forgot about this thread haha sorry folks.

The connection has been fine for about a week now.

From what the engineer said the DLM was seeing our line dropping then limiting our speed but was taking 2 days to apply the changes, apparently a software glitch of some sort.