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Internet outages then only 500 kbit/s

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39 REPLIES 39
Highlighted
Insightful One

Hi Guys,

 

I have a problem with my broadband today.

 

Noticed lots of complete dropouts. Unplugged router for 30 minutes in the hope it would reset but no.

 

Have rebooted several times and now only getting 1/2 a Mbps download and the line standard looks odd - ADSL_G.dmt.bis.

 

Please can you test the line for me soonest?

 

Thanks and regards,

Jackie

P.S. Service Status says router OK but issue with internet 

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Just A Cheshire Kid In Elegant Heels (2009 pairs in stock) © SD, 2009
Highlighted
Community Team - TT Staff

Hi Jackie

 

Apologies for this.

 

I've completed a line test which hasn't detected any faults.

 

Are you still experiencing this issue?

 

Thanks

 

Debbie

Highlighted
Insightful One

Morning Debbie,

 

Thanks, once again, for testing my line.

 

My internet speed came back to expected on Saturday night but I didn’t know what the DLM would do overnight.

 

I am still getting dropouts, even just know before I tried to reply to your message. At 9:44 it has been up for just 4 minutes.

 

If the line is OK, even though the Service Status says the router is OK, could it be the router? The Internet light flashes when I thought it should be solid?

Or can you think of anything else please?

 

Thanks and regards,

Jackie

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Just A Cheshire Kid In Elegant Heels (2009 pairs in stock) © SD, 2009
Highlighted
Community Team - TT Staff

Hi Jackie

 

Thanks for your reply.

 

I can see re connections on the line.

 

Is the router at the test socket? I can send a replacement router for testing, would you like me to arrange this?

 

Thanks

 

Debbie

Highlighted
Insightful One

Hi Debbie,

 

I had my phone line master socket moved a couple of years ago so that the router could go straight into the master socket.

 

I haven’t had my router very long, but if you can’t think of any other reason for my pretty regular internet problems, then I suppose a new router is worth a try thank you.

 

Are there still choices in which router to use?

 

Thank You and Regards,

Jackie

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Just A Cheshire Kid In Elegant Heels (2009 pairs in stock) © SD, 2009
Highlighted
Community Team - TT Staff

Hi Jackie

 

I can send a DSL3782 or a HG633 router for testing, which would you prefer?

 

Thanks

 

Debbie 🙂

Highlighted
Insightful One

Hi Debbie,

 

At the moment I am using a HG365 with software version v.1.14t. I have the Remote Management enabled. Am I running the latest version?

 

So wouldn’t the HG633 be an older model?

 

Regards,

Jackie

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Just A Cheshire Kid In Elegant Heels (2009 pairs in stock) © SD, 2009
Highlighted
Community Team - TT Staff

Hi Jackie

 

I've checked and your router has the latest firmware version.

 

We can only send the HG633 or DSL3782 now. If you contact our Customer Service Team then they can discuss sending a WiFi Hub.

 

Thanks

 

Debbie

Highlighted
Insightful One

Hi Debbie,

 

Thank you for all your help.

 

Please will you send me the HG633 for testing.

 

Regards,

Jackie

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Just A Cheshire Kid In Elegant Heels (2009 pairs in stock) © SD, 2009
Highlighted
Community Team - TT Staff

Hi Jackie

 

The HG633 router is on its way, please allow 24-48hrs for this to arrive.

 

Let us know how the connection compares with this router.

 

Thanks

 

Debbie

Highlighted
Insightful One

Hi Debbie,

 

I have received the test router, thank you but haven’t had the chance to set it up yet.

 

Meanwhile, the current router is showing the Downstream Noise Margin at twice as high as it normally is, even after router resets. Also, when I do a speed test the Ping is 65, which is twice as high as normal. The router Downstream Line Rate is only 60% of the norm, which for me means only 3000 knit/s and in use much lower.

 

I know your recent line test showed no fault, but when I listen to my dial tone I can hear intermittent crackles, which I know are difficult to find on a single line test.

 

Do you have any suggestions please?

 

Thanks and regards,

Jackie

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Just A Cheshire Kid In Elegant Heels (2009 pairs in stock) © SD, 2009
Highlighted
Community Team - TT Staff

Hi Jackie

 

Thanks for your reply.

 

Are you using a corded or cordless phone? Is the noise still present if you test with a corded phone at the test socket, with the router removed from the line?

 

Thanks

 

Debbie

Highlighted
Insightful One

Hi Debbie,

 

Just removed the front from the Master Socket 5C and plugged a new corded phone (only bought for testing last time) into back of socket. There were bursts of crackles of varying intensity but unfortunately they are not constant.

 

Downstream Noise Margin now running at 15 plus when normally between 6 and 9.

 

What can I do next please? Should I still test with the test router?

 

Thanks and regards,

Jackie

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Just A Cheshire Kid In Elegant Heels (2009 pairs in stock) © SD, 2009
Highlighted
Community Team - TT Staff

Hi Jackie

 

Thank you. Was the router also removed from the line when you completed this testing?

 

If the noise is still present then we will need to pass this to Openreach and advise that the noise appears to be intermittent.

 

Is the crackling loud enough to be heard during a telephone conversation?

 

Thanks

 

Debbie

Highlighted
Insightful One

Hi Debbie,

 

Yes, the router was unplugged when I had the corded phone plugged into the back of the test socket.

 

I don’t really use the landline. I will use it over the weekend and see if I can hear the crackles whilst in conversation.

 

Thank you for your help and enjoy your weekend.

Regards,

Jackie

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Just A Cheshire Kid In Elegant Heels (2009 pairs in stock) © SD, 2009
Highlighted
Community Team - TT Staff

Hi Jackie

 

Thank you, please let us know how you get on.

 

Debbie 🙂

Highlighted
Insightful One

Hi Debbie,

 

Weekend update. Got my Mum to phone the landline on Sunday. She said the first time she tried she got a funny noise, similar but not the same as an engaged tone. The second and third time she phoned she got straight through. We could not hear the crackles whilst talking.

 

I set up the test router and got the same dreadful speeds as with the original router. With the router downstream speed stuck at 3000kbits/s and the downstream noise margin 2 to 2 1/2 times higher than it has been for years, I believe I still have an Openreach problem.

 

Please can you report to Openreach that the broadband completely failed for hours last Saturday 12th, initially returning at 500kbits/s and now is at 60% of what it has been since Openreach moved and installed a new master socket?

 

Thanks and regards,

Jackie

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Just A Cheshire Kid In Elegant Heels (2009 pairs in stock) © SD, 2009
Highlighted
Community Team - TT Staff

Hi Jackie

 

Thanks for your reply.

 

I've tried the line optimisation again and the sync speed has increased to 5.6mb.

 

Please can you run a speed test and let us know how the speed compares?

 

Thanks

 

Debbie

Highlighted
Insightful One

Morning Debbie,

 

Thank you for optimising the line for me. I have logged into my router a couple of times since and the router downstream speed and noise margin look to be back to normal, thank you.

 

Please can we leave this topic open for a few days so I can monitor the situation?

 

As always, thank you so much for all your help 🙂

 

Regards,

Jackie

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Just A Cheshire Kid In Elegant Heels (2009 pairs in stock) © SD, 2009
Highlighted
Community Team - TT Staff

Hi Jackie

 

Yes of course, no problem 🙂

 

Please let us know how you get on.

 

Thanks

 

Debbie