Problems after upgrade to BT Business Total Broadband Option 2 ADSL2 Next Gen (prt2)

[ciaran77]

I've had to restart my post as someone has locked my original post? See same topic for the background.

Well today my problems have reoccured. I had this on my router today.

Status:	Up
Downstream Rate:	1231 Kbps
Upstream Rate:	696 Kbps

After several router restarts, because it just wouldn't get anything better than a 1.2mb circuit, I finally managed to get a 16.9mb connection, but downloads are slow again, just 7mb. I have been getting 13.6mbps downloads for 3-4 weeks solidly, and then this.

This seems to indicate a pattern, every now and again my service just drops. My sense is there is an issue at the local exchange (it took a major incident there last time to finally get decent speeds after weeks of wasting time trying things at my end) after the incident my line was stable and I got decent speeds for 3-4 weeks.  Ping tests now show 13ms responses, so I would expect download speeds to be at least 13-14mbps. But I'm only getting 7mbps.

 Download speedachieved during the test was - 7693 Kbps
 For your connection, the acceptable range of speedsis 2000-7150 Kbps.
 Additional Information:
 Your DSL Connection Rate :16946 Kbps(DOWN-STREAM), 1211 Kbps(UP-STREAM)
 IP Profile for your line is - 8000 Kbps
The throughput of Best Efforts (BE) classes achieved during the test is - 4.71:18.45:76.84 (SBE:NBE:PBE)
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.

Could BT advise on next steps, I firmly believe there are no issues at my end, there's lots of background info in my previous post and logged from my many hours of phone calls since December. I'm puzzeled as to why my ip profile change every 3-4 weeks, when my connection rate is consistant at 16.9kbps?

thanks.

[ciaran77]

I've had no update from BT since Saturday, so I will continue to use this forum to keep a log of the ongoing issue, the log helps when I have to recall all the issues I see from my side.

here's today's results, and a ping test shows I have a lot of latency on the line, never had this issue before, I usually get 12ms-18ms responses, today getting 50ms-60ms, and the conenction dropped overnight from 17mb to 7.1mb.

14.3.11

 Download speedachieved during the test was - 2174 Kbps
 For your connection, the acceptable range of speedsis 1200-4000 Kbps.
 Additional Information:
 Your DSL Connection Rate :7127 Kbps(DOWN-STREAM), 1223 Kbps(UP-STREAM)
 IP Profile for your line is - 2500 Kbps
The throughput of Best Efforts (BE) classes achieved during the test is - 3.53:16.68:79.79 (SBE:NBE:PBE)
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.

Upload speed achieved during the test was - 964 Kbps
 Additional Information:
 Upstream Rate IP profile on your line is - 1223 Kbps

[ciaran77]

14.3.11 4pm

Download speedachieved during the test was - 6107 Kbps
 For your connection, the acceptable range of speedsis 2000-7150 Kbps.
 Additional Information:
 Your DSL Connection Rate :7127 Kbps(DOWN-STREAM), 1220 Kbps(UP-STREAM)
 IP Profile for your line is - 6000 Kbps
The throughput of Best Efforts (BE) classes achieved during the test is - 13.37:21.26:65.37 (SBE:NBE:PBE)
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.

>Upload speed achieved during the test was - 986 Kbps
 Additional Information:
 Upstream Rate IP profile on your line is - 1220 Kbps

[ciaran77]

15.3.11 @10.10

 Download speedachieved during the test was - 7965 Kbps
 For your connection, the acceptable range of speedsis 2000-7150 Kbps.
 Additional Information:
 Your DSL Connection Rate :7127 Kbps(DOWN-STREAM), 1220 Kbps(UP-STREAM)
 IP Profile for your line is - 6000 Kbps
The throughput of Best Efforts (BE) classes achieved during the test is - 18.02:26.32:55.66 (SBE:NBE:PBE)
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.

[ciaran77]

finally a call back after logging the fault on saturday, engineer to visit tomorrow, Wed AM.

15.3.11 @ 11.50

Download speedachieved during the test was - 6214 Kbps
 For your connection, the acceptable range of speedsis 2000-7150 Kbps.
 Additional Information:
 Your DSL Connection Rate :7127 Kbps(DOWN-STREAM), 1225 Kbps(UP-STREAM)
 IP Profile for your line is - 6000 Kbps
The throughput of Best Efforts (BE) classes achieved during the test is - 14.12:23.35:62.53 (SBE:NBE:PBE)
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.

[Fiona]

Hi

Thanks for the updates. I have asked a colleague to look over the details in this post and also your Open Fault to see if everything is being done to try and help you.

Kind Regards

Fiona

BT Business Forum Moderator

[ciaran77]

An engineer visited today and ran tests and found no issues.  Because my profile was capped at 8mb since the last issue we couldn't do much else in terms of testing.  We rewired from the building's shared distribution box to my premises as that cable was installed in 1980s, and replaced the MTU again, as it was worth eliminating those even though no issues were found with the line test. The engineer managed to get the line/profile reset at the end of the job and now I have 17.3mb connection and 16.5mb downloads.

Download speedachieved during the test was - 16528 Kbps
 For your connection, the acceptable range of speedsis 4000-21000 Kbps.
 Additional Information:
 Your DSL Connection Rate :17385 Kbps(DOWN-STREAM), 1215 Kbps(UP-STREAM)
 IP Profile for your line is - 15000 Kbps
The throughput of Best Efforts (BE) classes achieved during the test is - 10.34:29.79:59.87 (SBE:NBE:PBE)
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.

Upload speed achieved during the test was - 1005 Kbps
 Additional Information:
 Upstream Rate IP profile on your line is - 1215 Kbps

Will give it a few days to see if it is stable.....fingers crossed.....otherwise the next option would be to request a lift and shift at the local exchange.

[ciaran77]

After 24 hrs all looked good, I was still connected at 17.3, and downloads averaging 14.5, then at 11am today, 25hrs later, connection rate and download speed dropped while I was working online:

 Download speedachieved during the test was - 7894 Kbps
 For your connection, the acceptable range of speedsis 4000-21000 Kbps.
 Additional Information:
 Your DSL Connection Rate :9725 Kbps(DOWN-STREAM), 1219 Kbps(UP-STREAM)
 IP Profile for your line is - 15000 Kbps
The throughput of Best Efforts (BE) classes achieved during the test is - 16.81:23.99:59.21 (SBE:NBE:PBE)
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.

I assume my BRAS profile will drop soon too, and with download speeds now below 8mb again, I hope BT now sort this out once and for all. The engineer recommended a lift and shift at the exchange. Should we replace the router first? Can my logs be checked to see why my conenction rate dropped at 11am today?

[ciaran77]

FAO Fiona,

I called the business tech support line and I updated them of today's observations, and was informed that as my speed test was greater than 7.2mb, there was no issue.

The advisor stated anything above 7.2mb is seen as acceptable and can not be investigated. I seem to get conflicting information, I have been previously informed many many times that anything above 8mb is acceptable, and anything below 8mb would be investigated, the advisor insisted there was nothing further they could do and would not let me speak to a manager to try and get the problem investigation moving again. Very very frustrating.

I really need your help to get to the bottom of the problem and get it resolved. My thoughts are:

1. Is there anything in the logs to indicate why I had a drop in connection rate and speeds at approx 11am today, engineer vist tests yesterday showed no issues on the line

2. Should we replace the router at my end, it's the last piece at my end that hasn't been changed?

3. Request a "lift and shift" of my circuit at the local exchange?

[ciaran77]

Fiona,

I had a chat with a network engineer, he said the next step should be get my Linksys WAG54GS ver 1.1 router replaced with a BT home hub, even though the Linksys is ADSL2+ compatible.   I never received a BT home hub as I took the service out in 2001 when it was just a BT USB "jelly fish" to connect, and then I bought my own router a few years ago.

That sounds like a sensible suggestion to eliminate all things at my end before asking for a lift and shift?

[Fiona]

Hi

I have a colleague in the Technical Ownership team looking over this. They will be in contact with you about your ongoing fault. Please let me know if you don't get a call.

Kind Regards

Fiona

BT Business Forum Moderator