Broadband speed regression – Faster Fibre plus speed boost package.

[Brian-BH13]

• OpenReach engineer completed new Fibre installation on site Saturday, 3 November 2018.
• Engineer wired existing router (Super Router HG635) from ‘Master Socket SC MK4’ to desktop computer using new Ethernet cable.
• Engineer tested broadband speed several times before leaving site – averaging around 61Mbps.
• Speed maintained at around 60Mbps over the coming days.
• Broadband speed dropped yesterday afternoon, Wednesday 7 November to 45.6Mbps.
• Tested speed 8:00 this morning – 46.1Mbps.
• Tested speed 12noon 8 November – 46.6Mbps download, 16.9Mbps upload.

 Concerned at much reduced speed as there have not been any equipment changes or settings adjustments, or router reboot etc since engineer’s visit.

Statistics: 

• DSL synchronization status: Up
• Connection status: Showtime
• Upstream line rate (kbit/s): 18805
• Downstream line rate (kbit/s): 49350
• Maximum upstream rate (kbit/s): 19595
• Maximum downstream rate (kbit/s): 70943
• Upstream noise safety coefficient (dB): 7
• Downstream noise safety coefficient (dB): 3
• Upstream interleave depth: 0
• Downstream interleave depth: 0
• Line standard: VDSL
• Upstream line attenuation (dB): 0
• Downstream line attenuation (dB): 0
• Upstream output power (dBm): 8
• Downstream output power (dBm): 8
• Channel type: None
• DSL up-time: 0 days 22 hours 4 minutes 11 seconds

[OCE_Michelle]

Hi Brian-BH13,

I'm sorry to hear this and I'll take a look now. I've run a test on the line which hasn't detected a fault. Are you experiencing any issues with the voice service such as noise on the line?

Thanks

[Brian-BH13]

Thank you for getting back this morning Michelle.

• Engineer did thoroughly check voice service including diagnostics during his visit last Saturday. No “chatter” etc on line.
• Download speed 7:50 this morning, Friday 9 November, 45.9Mbps.
• Noticed, and concerned, top of router above LEDs gets very hot after short period of use under pressure. Is this usual?   Worried about potential fire hazard?

[OCE_Michelle]

Hi Brian-BH13,

Thanks for the update. The router shouldn't be getting hot. Do you have another router that you can test with? If not then let us know and we can arrange to send a replacement router for testing purposes.

Thanks

[Brian-BH13]

Hello Michelle:

• Unfortunately, do not have another router to test. Perhaps you could send another please?   Is there one specifically for use in conjunction with Fibre?
• Speed test 9:20am 9 November – 45.9Mbps. Seems consistently low compared with results following engineer’s visit and through early part of this week.

[OCE_Debbie]

Hi Brian

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

[Brian-BH13]

Thank you Debbie:

• Download speed recovered this morning, Saturday 10 November – 60.4Mbps at 8:30am. So does not appear to be computer settings or software issue?
• Will let you know results when new router received – hopefully will not overheat as existing.

[OCE_Debbie]

Hi Brian

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

Debbie

[Brian-BH13]

Thank you Debbie:

• Received new Huawei HG633 router this morning, 12 November 2018.
• Speed test at 13:05 returned 60.9Mbps.
• Speed remained constant over weekend around 60 – 61Mbps.

Will keep you updated over the next week or so on performance.    Particularly in event of any noticeable drop-off in performance.  

Grateful for your, and colleagues, help since issue first reported.   Your support very much appreciated.

[OCE_Debbie]

Hi Brian

Thanks for keeping us updated 🙂

Please can you continue to monitor the connection and let us know if you do experience any further issues.

Thanks

Debbie

[Brian-BH13]

For information only (no action required)

• Speed test 14 November 2018 8:05am – 60.8Mbps
• 12:15pm – 60.9Mbps

[Brian-BH13]

For record only (no action required) – speed seems to be dipping over last few days days.

• Speed test 2 December 2018 9:10am – 56.3Mbps
• 14:05 – 56Mbps

Will keep monitoring.

[Brian-BH13]

For record only (no action required) – still no speed improvement

• Speed test 3 December 2018 8:10am – 55.9Mbps
• 16:00 – 56.4Mbps

Below pre-contract chat session – quoted estimated download speed range “between 65.2 and 80.0 Mbps”.    And below 60-61Mbps average last week.

[Brian-BH13]

5 December 2018

• Speed test 9:00am – 56.2Mbps

4 December 2018

• Speed test 7:45am – 56Mbps
• Talktalk server disconnected 15:45 - unable to dial out using landline. Broadband not available.    Still not connected as at 22:00? 

[OCE_Michelle]

Hi Brian-BH13,

I'm sorry to hear this and I'll take a look now. I've run a test on the line which hasn't detected a fault. Are you still unable to dial out at the moment?

Thanks

[Brian-BH13]

Thank you Michelle for getting back so quickly.    Pleased to say broadband and landline all OK this morning.    May have just been a local problem yesterday afternoon?    Anyway all up and running now.     

Still wondering why broadband speed dropped from previous average over last few weeks of around 60 - 61Mbps, to around 56Mbps currently.    I will keep monitoring but don't understand why this is happening as there have not been any software changes, or device additions, etc that could possibly impact.

Thanks again Michelle.

[OCE_Michelle]

Hi Brian-BH13,

Thanks for the update. The sync speed does look like it has dropped slightly. Does your master socket have a test socket?

Thanks

[Brian-BH13]

Hello Michelle:

The master socket is Openreach type 5C – Mk 4.   It was wired by Openreach Engineer Saturday 3 November for the new faster fibre contract.   He plugged the router into the left hand socket on the front - and plugged the landline into the other, right hand, socket.   So there are no other sockets available.   

I haven’t tampered with this in any way – it’s still the way he left it.    As I say, it’s been running fine at around 60Mbps for over three weeks.  It’s just only very recently, as recorded on here, that it has steadied at lower speed of around 56Mbps.   56.2Mbps just now (14:15).   Puzzling?

Thanks for your help.

[OCE_Michelle]

Hi Brian-BH13,

Ok thanks for letting me know. Could you continue to monitor the connection for a few more days to see if DLM increases the speed again? If may have dropped slightly due to the no dialtone fault you experienced and hopefully DLM will increase this again.

Thanks

[Brian-BH13]

6 December 2018:

Thank you Michelle.   Unfortunately, we have had some power outages in our area during the night – normal service restored at 8:15 this morning.    Not sure whether this may have impacted on router updating, etc?    But good news in that speed has increased slightly.

• Speed test 8:40am – 58.7Mbps

Once again, thanks for your help Michelle.