Fibre Connection Slowed Down

[Melissa_Hurford]

Hi I have recently been seeing a slow down in my Fibre broadband speed, i got in contact with live chat support, and they told me that there was some sort of fault at the exchange so they got someone to go check it but my speed hasnt got any better i am currently getting 29.2 Mbps when only a few weeks ago i was on about 50Mbps . I changed the filter in the master socket to no change. Im not sure whats happening if someone could try help me out that would be great.

Heres some numbers from my router

 xDSl

Line 1

UP

04h12m36s

UP

VDSL2 (G_993_2_ANNEX_ B)

DMT

ATM (G_992_3_ANNEX_ K_ATM)

  Actual Rate [Kbps]Maximum Rate [Kbps]Noise Margin [dB]Attenuation [dB]Power [dBm]

Line 1
Downstream	Upstream
29186	6443
28309	6443
3.40	5.90
31.80	0.00
11.30	1.80

[Divsec]

Hi Melissa, your post has been flagged for assistance and you should hear during tomorrow.

Have you any noise on your telephone line?

Has your router been disconnected recently?

[OCE_Debbie]

Hi Melissa_Hurford

I'm sorry to hear this.

I've completed a line test which has detected a possible fault with the landline service.

Are you experiencing any faults with the landline service when making calls? (noise on the line)

Thanks

Debbie

[Melissa_Hurford]

We dont use a house phone so i dont know and ive done a factory reset on my router to see if that would help but no change the speeds are the same 

[OCE_Debbie]

Hi Melissa_Hurford

If you are experiencing a fault with the landline service then this can affect the BB connection and has to be investigated first.

Would it be possible to borrow a phone for testing purposes?

Thanks

Debbie

[Melissa_Hurford]

I will have to see if i can get one and try it 

[OCE_Debbie]

Hi Melissa_Hurford

Thank you.  Please can you check if you have a dial tone and if you do have a dial tone then please can you make a couple of test calls to see if there is any noise? (crackling)

Thanks

Debbie

[Melissa_Hurford]

Hi 

I've managed to get a phone and when I pick it up I hear the dial tone also there is crackling I will be doing some test calls a little later 

[OCE_Debbie]

Hi Melissa_Hurford

Thanks for your reply.

Was the router also removed from the line when this noise was present? I can then escalate this fault over to our Network Team for investigation.

Thanks

Debbie

[Melissa_Hurford]

No the router was still plugged in 

[OCE_Debbie]

Hi Melissa_Hurford

Thanks for your reply.

Would it be possible to make a couple of test calls with the phone at the test socket and the router removed from the line?

Thanks

Debbie

[Melissa_Hurford]

Hi ive done a test call with the router disconnected from the line and there is still a crackling noise on the phone line

[OCE_Debbie]

Hi Melissa_Hurford

Thanks for confirming this.

I have escalated this fault over to our Network Team for investigation and I will post back on this thread as soon as I receive further information.

Thanks

Debbie

[Melissa_Hurford]

That's great thanks 

[OCE_Michelle]

Hi Melissa,

I've just requested an update now and I'll let you know as soon as I know more.

Thanks

[OCE_Michelle]

Hi Melissa,

I've received an update to advise that the fault has been passed to BTOR for further investigation.

Thanks

[Melissa_Hurford]

ok thanks

[OCE_Michelle]

Hi Melissa,

If you don't hear anything more by Monday then please can you bump your thread (request an update) and we can re-check this again for you.

Thanks

[Melissa_Hurford]

Hi can I get an update on this please 

[OCE_Debbie]

Hi Melissa

I've requested an update on this fault and I will post back on this thread as soon as I receive further information.

Thanks

Debbie