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Very slow Broadband ... AGAIN

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Community Team

Hi Dixi Chicken

 

The replacement 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 🙂

Dixi Chicken
Chat Champion

Thank you!

which one are you sending...?

 

Dixi

Dixi Chicken
Community Team

Hi Dixi

 

It should be the HG633.

 

Thanks

 

Debbie 🙂

Dixi Chicken
Chat Champion

Thanks

Dixi Chicken
Dixi Chicken
Chat Champion

Hi Debbie,

new HG633 router arrived this morning. so quick...you are a star!! 🌟

Installed it with new cable and new micro-filter, from the router straight to test socket...

But unfortunately no faster broadband, still the same as for the past weeks....

Ping    Download   Upload

15         1.35             0.68

Tested speed over several hours via test socket, and no difference!

When I installed the DSL-3782 last week  ( the one that broke down after 2 hours..)

the speed shot up to 2.5 mbps straight away..until it broke..

...still not the 6.5mbps I used to have..once upon a time..😩

 

Debbie is there a way you can tweak / optimise somehow..I know you have

done something like that some months ago when I had the same speed issue,

which seemed to  solve my problem then...

THANKS!!!

Dixi Chicken

p.s.

Dont know if this helps , new router reading:

Broadband Information

DSL synchronization status: Up  

Connection status: Showtime  

Upstream line rate (kbit/s):  800  

Downstream line rate (kbit/s):  1528  

Maximum upstream rate (kbit/s):  1062  

Maximum downstream rate (kbit/s): 10452  

Upstream noise safety coefficient (dB): 10.2  

Downstream noise safety coefficient (dB): 22.1  

Upstream interleave depth:  1  

Downstream interleave depth:  13  

Line standard:  VDSL2  

Upstream line attenuation (dB):  13.9  

Downstream line attenuation (dB):  36.5  

Upstream output power (dBm):  0.4  

Downstream output power (dBm):  8.8  

Channel type:  Interleaved  

====================================

p.p.s.

* New cable and new micro filter from Router straight into test socket. (nothing else connected)

* Master socket sits on wall that's facing the outside of house.

* Cables from master socket going straight through wall to the outside of my house.

* Cables pinned up my outside wall (by BT) up to roof height, then overground across, 

  joining a wooden pole across the road, collecting all phone / broadband cables

  from houses in our road.

* Cables stay overground from there on, stretching all along our road....

 

 

Dixi Chicken
Community Team

Hi Dixi Chicken,

 

Thanks for testing this. I've re-run the line test which has detected a potential voice fault. Just to confirm, are you experiencing any issues with the voice service at the moment? (noise on the line or no dial tone)

 

Thanks

 

Dixi Chicken
Chat Champion

Thanks Michelle for getting back to me .

I haven't noticed anything , because we rarely use the landline ..

Will check when I get back ...

But its worth looking into it anyway..??

 

Thanks,

Dixi Chicken

Dixi Chicken
Community Team

Hi Dixi Chicken

 

A fault with the landline service (noise or no dialtone etc) can affect the BB connection so we have to investigate this first.

 

Please let us know how you get on.

 

Thanks

 

Debbie

Dixi Chicken
Chat Champion

Hi Debbie,

the landline seems clear.

 

Dixi

Dixi Chicken
Community Team

Hi Dixi

 

Thanks for your reply.

 

I've passed this fault over to Openreach to be investigated by a line engineer as the line tests are still detecting a possible fault.

 

We should receive further updates within the next 48hrs.

 

Thanks

 

Debbie

Dixi Chicken
Chat Champion

Thank you Debbie ‼️
My speed has now been a steady 1.35mbps for a few days... which is far below standard

and extremely frustrating....

Hopefully this will be solved soon🤣🤣

 

Dixi Chicken

 

Dixi Chicken
Community Team

Hi Dixi

 

Apologies for this.

 

We should receive further updates from Openreach within the next 48hrs.

 

Thanks

 

Debbie

Dixi Chicken
Chat Champion

Thanks‼️👍

Dixi Chicken
Community Team

Hi Dixi

 

Have Openreach been in contact over the weekend?

 

Thanks

 

Debbie

Dixi Chicken
Chat Champion

Hi Debbie,

no they haven’t been in touch...😩😩

Dixi

Dixi Chicken
Community Team

Hi Dixi

 

It appears that an engineer visit to the property is now required.

 

I'm just sending you a Private Message to confirm some details so we can arrange this visit.

 

Thanks

 

Debbie

Dixi Chicken
Chat Champion

Debbie,   (apologies for this rather long post)

while I really really appreciate your efforts to help with my speed issue,  I know that the fault is not in my property.

I am connected to the test socket, with a brand new micro filter, a brand new cable and a brand new router.

Logically that indicates that the speed issue comes via the test socket which leads to an outside wall.

Nothing else is connected in my house

 

My problem is that I will be charged if the Openreach engineer was unable to find a fault with my service, (although my download speed  is a steady miserable 1.4mbps)  hence I am reluctant to pay for an engineer to tell me that there is no fault in my property, because I have been saying that all along.

Why should I have to pay £65  for just that.....

 

So , hypothetically speaking,  what would happen if I was to accept the engineers visit...no fault is found in my property, I get billed for £65......what would be the next step to solve my speed issue..??

 

I am puzzled as to why nobody is willing to check the overground cables leading from my property to a box on an overground pole and from there to another kind of large box.

The only suggestions I am getting to solve my issue, seem to be for a paying engineer visit.....

 

‼️ I am by no means having  a go at you Debbie, absolutely not, as you have been helping me several times over the years👍‼️

This speed issue has occurred almost  every 3 - 4 month, and more than once I was offered an “appointed” to pay for engineer, which I kindly declined...

Still my speed issue was sorted each time anyway...,-)

 

As you can tell, I am extremely frustrated😩😩

Dixi

 

 

 

Dixi Chicken
Community Team

Hi Dixi

 

Apologies for this.

 

Openreach have advised that the next step will be to arrange an engineer visit to the property. If work is then required outside the property (after the engineer has completed all investigations) then the engineer will arrange for this to be completed.

 

Unfortunately we would need to confirm possible engineer charges before we can arrange the engineer visit.

 

Thanks

 

Debbie

Dixi Chicken
Chat Champion

Thanks Debbie..

could you just explain to me why I need an engineer to investigate in my property, when the whole point in testing via my test socket, lets me bypass the internal wiring in my house and connects directly to the phone line outside, hence eliminating any internal wiring faults...

 

As I mentioned now several times, I connected an brand new router, brand new cable and micro filter directly to the router.

Testing via master socket or test socket makes absolutely no difference what so ever, which clearly indicates that there is no fault in my house.

 

I have also explained several times that since BT Openreach worked across the road for several days, my low speed problem started back in October..

Yet..the fault "must be" in my house..

 

Instead of wasting more time ,why keep suggesting that I need an appointed engineer , occurring potential costs, instead of looking at the facts.

 

just saying...

Dixi Chicken

Dixi Chicken