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Author Topic: Advice on fault fixing  (Read 10812 times)

Bald_Eagle1

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Re: Advice on fault fixing
« Reply #15 on: June 05, 2013, 10:20:14 PM »

So, capped at 30 Mbps then.

As that equates to less than 60% of your 52 Mbps estimate, I believe it can be classed as a reportable fault.
I understand 25% lower than estimated speed is the threshold.

As you now know your actual sync speed, I would recommend you request that DLM be reset on a wide open profile due to the connection currently being capped because of the recent faults.

If you are lucky, you will regain your lost sync speeds quickly.
If you are unlucky a DLM reset will be point blan refused.
If you are even more unlucky (as in my case) your estimated speed will simply revised downward thus making it appear that your connection is performing within acceptable limits.

FWIW, this lowering of speed estimates is quite a recent matter, affecting quite a number of VDSL2 users.
Plusnet have reported this to BT as a complaint (not just a fault) & we are currently awaiting an engineer's appointment to be confirmed.

Please let us know if your speed estimate does get lowered, in effect masking a genuine problem.
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bbnovice

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Re: Advice on fault fixing
« Reply #16 on: June 05, 2013, 10:40:38 PM »

Hi bald_eagle,

Should I wait before asking for a DLM reset? I have been told that it takes 50 hours for the DLM to get enough data to enable it to start adjusting the speed?

I have managed to establish a contact with a member of the executive level complaints team. I discussed this speed issue with her this afternoon and she is agreeable to keeping my case open for 10 days to see if the speed improves. However I did get slightly alarmed by something she said to the effect that if the speed did not improve BT would accept a downgrade to my current 80/20 contract. I countered that I wanted my original speed back not a downgrade but we left it at that at the time. What you write has started to ring the alarm bells agaim.         

You mention a PLUSNET complaint with BT. Should that be a complaint with OR?

I'm not an expert in this area so excuse me if I'm not fully grasping what you are saying.

Regards  BBN   
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Bald_Eagle1

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Re: Advice on fault fixing
« Reply #17 on: June 05, 2013, 10:47:15 PM »

I would have normally stated Openreach, but this is a copy & paste from my Plusnet fault ticket:-


13.7M-27.4M Downstream, Interleaving Off - 3M-6M Upstream, Interleaving Off

Since the circuit is not syncing at the limit of the profile, a DSLAM override will not improve matters.  Unfortunately we have little control over these FTTC circuits. In these circumstances all we can do try to escalate the case through BT's complaints complaints procedure.  To start the process I've re raised your fault to BT and we will  be back in touch when they have responded.
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ryant704

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Re: Advice on fault fixing
« Reply #18 on: June 06, 2013, 01:49:13 PM »

If your speed doesn't rise in the 10 days that shes said request the following in this order 'Full DLM reset' then a 'light boost' and if they deny both of those request an 'Open profile'. If they fail to do any of these for a deadlock letter...
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Bald_Eagle1

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Re: Advice on fault fixing
« Reply #19 on: June 06, 2013, 07:14:42 PM »

@ ryant704,

I understand a 'Full DLM reset', but what is achievable from a 'light boost'?

« Last Edit: June 06, 2013, 07:49:25 PM by Bald_Eagle1 »
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bbnovice

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Re: Advice on fault fixing
« Reply #20 on: June 06, 2013, 07:28:44 PM »

Thanks ryant,

Your advice is timely as I'm going backwards with this issue, as I'll be contacting the complaints lady in the next few days. 

Broadband speed has been declining ever since the phone was "fixed", and is now terrible compared to what it was before. Tonight its crawling along - sub 14 Mb download. I show below some of the data/evidence I have.

One of my neighbour's seems to have had his phone knocked out when my phone service was restored. It may have been a coincidence, but........He now gets nothing but "white noise" on his phone. The broadband is also u/s - his service provider is Eclipse who from what he says are not happy bunnies about all of this performance.       

It seems to me that OR are really struggling to fix these problems. The communication between BT and OR seems terribly poor to me.

Regards

BBN

BROADBAND SPEED - SUMMARY

For the 12 months between May 2012 and April 2013, speed tests were run using the SPEEDTEST.NET approximately twice a month. The average values over that period were:
Ping = 12.58      Download speed = 48.48  Upload speed = 11.56.

I forget what the exact profile was, but I think it was something like 52/20.

Speed tests run irregularly using the BT speed tester over the same period produced very similar results to those from SPEEDTEST.NET

The BT line fault occurred on 23 May, and in my case was not fixed until 5 June. Since then the speed has been crippled and SPEEDTEST.NET reported speeds of 28.06/8.19 immediately following the fault fix,

The speed has declined ever since until this evening (on the 6 June) it is only 16.75/2.1

Immediately following the fault fix, the BT wholesale speed tester reported a profile of 29.04/20 and an actual speed of 26.68/7.8.

Tonight (6 June) the BT wholesale site is reporting a profile of 17.42/20 and actual speeds of 17.13/4.1. Ping = 40

The speed tester accessed via My BT (the retail site) is reporting 17.4/4.11.

As at 6/6/13 (post re-connection) the BT site is forecasting a connection speed of 51.7/13.2 for my line.


       
« Last Edit: June 06, 2013, 07:31:52 PM by bbnovice »
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Bald_Eagle1

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Re: Advice on fault fixing
« Reply #21 on: June 06, 2013, 07:48:29 PM »


Tonight (6 June) the BT wholesale site is reporting a profile of 17.42/20 and actual speeds of 17.13/4.1. Ping = 40

The speed tester accessed via My BT (the retail site) is reporting 17.4/4.11.

As at 6/6/13 (post re-connection) the BT site is forecasting a connection speed of 51.7/13.2 for my line.
       

The current IP Profile of 17.42 is bang on for an exactly 18 Mbps capped/banded sync speed (probably actually 17999 Kbps).

So, unless you have been constantly rebooting the BTOR modem, it confirms there is still a problem & not just with your own connection from reading your update post.

Good luck in getting a quick resolution to this.

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bbnovice

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Re: Advice on fault fixing
« Reply #22 on: June 06, 2013, 08:36:26 PM »

Hi bald_eagle,

Nope I have been very careful NOT to power on/off or restart the HG612. I did however reset the HH3 at one point - the BT retail speed tester (via My BT) was showing at one stage that the HH3 was achieving 29Mb download, but my PC was only getting 11 Mb. I've never ever seen anything like that before, but a HH3 reset seemed to fix it. (BTW all the numbers I have been quoting are via wired connections - wireless is never used in this house). 

I also now begin to suspect that there may be something dodgy with the phone. Sometimes (infrequently) incoming callers are getting an engaged tone when there is nobody actually on the phone. 1571 is also doing strange things. This is a PITA as the phone fault has now been closed with BT on their system.

This has really gone beyond a joke.


 
         
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burakkucat

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Re: Advice on fault fixing
« Reply #23 on: June 07, 2013, 12:20:25 AM »

it is quite clear that there is still a significant cabling fault present in your locality.

In the case of your own peculiar telephony 'happenings', they can be explained by either an earth contact fault or battery contact fault. Either of those issues will also be responsible for a degraded broadband service.

You need to have an Openreach SFI engineering appointment to: (1) find and fix the cabling fault (2) arrange for a DLM reset.

I assume you are not based in the NW of England? As I do know that there is a rather competent Black Sheep who roams that area . . .  ;)
« Last Edit: June 07, 2013, 12:23:12 AM by burakkucat »
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ryant704

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Re: Advice on fault fixing
« Reply #24 on: June 07, 2013, 02:04:51 AM »

A light boost is basically setting your speed to where it was at but will ignore all previous DLM information stored. If it receives over x amount of errors, etc it will drop the line back to where it was and resume from the previous information and ignore the light boost!

If the light boost is successful and achieves less errors than set it will remove all previous information acquired from the DLM and work with the information acquired from the light boost.
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bbnovice

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Re: Advice on fault fixing
« Reply #25 on: June 07, 2013, 02:46:19 PM »

Hello,
Iíve now been telephoned by my contact at the BT Executive Complaints Team, and informed that my complaint is being handed over to a specialist in the BT Retail Executive Level Technical Complaints department located in Newcastle. The latter has also been in contact to introduce himself and tell me that he is now talking to OR, but that he does not think he will be in a position to provide an update until Monday.

The broadband now seems to have stabilised with a profile of 17.42/20 !!  Actual speed is now hovering around 17.1/4.1

Is it now time to get my ďspareĒ HG612 from out of the attic and unlock it? Iíve never unlocked a bit of kit before so hope I donít foul up.     

Anyway Iím fairly hesitant about unlocking the HG and installing it at this stage whilst OR are maybe trouble shooting in the background. There has already been far too much confusion in the handling of the phone/broadband faults to date without me adding to it.

Is this the correct site for the unlock instructions?
http://huaweihg612hacking.wordpress.com/about/

B_cat - Iím located in the deep South East.

Regards
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ryant704

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Re: Advice on fault fixing
« Reply #26 on: June 07, 2013, 03:29:16 PM »

Yeah that is the correct website, it's not really difficult to unlock. There are only a few basic instructions!
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burakkucat

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Re: Advice on fault fixing
« Reply #27 on: June 07, 2013, 03:37:45 PM »

Is it now time to get my ďspareĒ HG612 from out of the attic and unlock it? Iíve never unlocked a bit of kit before so hope I donít foul up.

As long as you follow the instructions, exactly as shown, then there should be no problem.   

Quote
Anyway Iím fairly hesitant about unlocking the HG and installing it at this stage whilst OR are maybe trouble shooting in the background. There has already been far too much confusion in the handling of the phone/broadband faults to date without me adding to it.

There is no reason why you should not perform the task on your spare HG612, ready for use once the fault(s) have been resolved.

Quote
Is this the correct site for the unlock instructions?
http://huaweihg612hacking.wordpress.com/about/

Yes, that's correct. Look at column on the right of that page and follow Instructions for unlocking the Huawei HG612. Obviously you will also need to download the firmware image.

Quote
B_cat - Iím located in the deep South East.

Ah, ha. More like Eric's part of the country.  :)
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roseway

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Re: Advice on fault fixing
« Reply #28 on: June 07, 2013, 04:10:26 PM »

Quote
More like Eric's part of the country.

I don't claim ownership, merely residency. :)
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  Eric

bbnovice

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Re: Advice on fault fixing
« Reply #29 on: June 11, 2013, 04:40:08 PM »

Hi,

This is an update and a renewed request for further advice. Iím appending this to the old topic rather than open a new one.

To recap:

My Infinity 80/20 was knocked out due to a faulty cable in the network between the house and the cabinet. The issue affected the whole street. A part of the cable run has had a new cable run alongside the original, and some (but not all) of the residents moved over to the new cable.

I did not have voice of broadband service for 2 weeks (about a week later than everybody else in the street) and during that time I did not have a single visit from OR despite being promised. Eventually and OR engineer arrived and reconnected the voice. Broadband connection was re-established at the same time and a download speed of 28Mb. I queried the slow speed but the OR engineer said ne was not a broadband engineer and that I should wait for the speed to improve.
 
After he left the broadband speed began to degrade. It ended up at around 16Mb download. The profile was 17.42/20 according to the BT wholesale speed checker. It remained at that speed for several days.

I also got a visit from one of my neighbours who had noticed the OR van outside my house. He told me that his phone had started to play up (ďwhite noiseĒ on the line) and that his broadband speed (unsurprisingly) had halved whilst the OR guy had been working on my line. His voice circuit was fixed several days later by a further OR visit, but his broadband speed has not recovered.

So I complained again to the BT Executive Level Complaints Team, this time specifically about the broadband speed.

Since the morning of 10 June my profile has improved to 31.36/20 and Iím actually achieving 31.2/11.7 at the time of writing.

Before the line fault in May BT Wholesale were forecasting 51.7/13,2 for my street, and for the 12 months prior to the fault I was averaging around 48/12. I forget the precise profile but it was something like 52/20.

So my current speed is just about what I used to get when I was on my previous Infinity 40/10 service.

However BT are now saying that 31/12 is the best Iím going to get on this line, and by implication I will have to live with it despite being on the higher BT tariff. This seems to bear out Bald Eagleís prediction he made in an earlier post.  Another annoying thing is that Iíve just extended my Infinity broadband contract with BT for 12 months in order to get BT Sport. This might limit my options about migrating away from BT any time soon if they hold me to it.   
However BT has agreed for an OR broadband engineer to visit this Thursday.
   
I note that Iíve been advised in an earlier post to request a  ďFull DLM reset' then a 'light boost' and if they deny both of those request an 'Open profile' ď
But is there anything else I should ask the engineer whilst he is here.

Ideally I would like to unlock my spare HG612 and get the monitoring scripts running, but I donít think Iíll have enough time for this before his visit.

Any advice appreciated.

BBN
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