Hi Everyone,
Hoping some one can take a look at the below and give me some ideas!!, Quick bit of history with this fault.
4 weeks ago the customer started to notice a lag when browsing, he didn’t think much of it at the time – just thought it was just a general problem, then he noticed Openreach were at the ‘Green Box thing’ (as he calls it), near a new housing estate next door to their office.
I went in and had a look and couldn’t believe how bad the browsing speed was, most sites where timing out, ping tests were 50% losses; we took unplugged the router (BT 2701)gave it 30mins, and plugged in my laptop in only, we tested and tested and got the same results. We swapped the router over the following day – same results. So I made the call to Broadband Support L after speaking to 2 agents (one was training the other) and doing 4 resets on the router, trying to get me on the speedtest site that wouldn’t load, they agreed to send an engineer out as the line was testing ok.
The engineer was great he turned up on the Friday morning, he pluged his JDSU in to the socket and couldn’t get sync (would train and drop), traced the line back to the D.P. and again tested from the D.P. again the same thing no sync (would train then drop) he requested an SNR reset (after 4 call’s) was told the reset would be done and wait the normal 10 days…. Within 2 hours of the engineer leaving the 2701 was sync’s and the downstream noise margin was sitting at 6db and browsing was perfect.
On the Monday back to the same, but I said to the customer give it a chance to settle then if its still no better another call would be made.
On the Wednesday it was even worse, emails were backing up, nothing was working; so I called BT who said – it’s the router, I explained what we had done swapping routers etc, but was told nope it’s the router, a new router arrived on Friday and that was swapped over; this made no difference.
So I called BT again and was told ‘ we will do another SNR reset to see if that fixes the issue’, a reset was done on Monday, so today (Tuesday) its even worse, my customers – customers cant email as the exchange server is no online enough, ping test’s give us ¼ success so I phoned Broadband Support L, I gave the agent the existing fault vol number who said, nothing I can do an SNR reset has been done you have to put up with it for 10days!, I said hang on I have just run a speed test and gave her the results (this was during a 20min call!!) and was told ‘O well just give it a day or 2 and it should sort its self out’ and put the phone down – I tried to keep my temper,
So there you have it in a nutshell
Slow browsing, no matter what we do. I have checked DNS etc, but if simple pings aren’t doing it then I don’t know what else to suggest.. Anyone????
speedtester.bt.com using the customer’s log on details
Download speedachieved during the test was - 49 Kbps
For your connection, the acceptable range of speeds is 2000-7150 Kbps.
Additional Information: Your DSL Connection Rate 9220 Kbps (DOWN-STREAM), 984 Kbps(UP-STREAM)
IP Profile for your line is - 7150 Kbps
Upload speed achieved during the test was - 812 Kbps
Additional Information: Upstream Rate IP profile on your line is - 984 Kbps
speedtester.bt.com using the customer’s log on details
Download speedachieved during the test was - 497 Kbps
For your connection, the acceptable range of speeds is 2000-7150 Kbps.
Additional Information: Your DSL Connection Rate 9220 Kbps (DOWN-STREAM), 984 Kbps(UP-STREAM)
IP Profile for your line is - 7150 Kbps
Upload speed achieved during the test was - 703 Kbps
Additional Information: Upstream Rate IP profile on your line is - 984 Kbps
Modem Type: | Built in modem - ADSL |
DSL Line (Wire Pair): | Line 1 (inner pair) |
Current DSL Connection: | |
| | |
Rate: | 9221 kbs | 984 kbs |
Max Rate: | 9497 kbs | 1229 kbs |
Noise Margin: | 3.6 dB | 5.5 dB |
Attenuation: | 44.2 dB | 21.5 dB |
Output Power: | 20.6 dBm | 12.4 dBm |
| | | |
Protocol: | G.DMT2+ Annex A | |
Channel: | Fast | |
DSLAM Vendor Information | Country: {46336} Vendor: {TSTC} Specific: {4101 | |
ATM PVC: | 0/38 | |
| | | |
Rate Cap: | 9497 kbs | |
Attenuation @ 300kHz: | 44.2 dB | |
Uncanceled Echo: | -19.6 dB | Ok |
VCXO Frequency Offset: | -31.1 ppm | Ok |
Final Receive Gain: | 29.9 dB | Ok |
Impulse Noise Comp. Tones: | 0 | Ok |
Excessive Impulse Noise: | 0 | Ok |
