Internet very slow early in the morning

[JohnFielder1]

Stable all weekend sync at 20,000. Disconnected about 4am today, sync at 18,000

[OCE_Debbie]

Hi JohnFielder1

Your line is showing in sync at 18.7mb. The last changes made by DLM were on 05/07 and 08/07.

Thanks

Debbie

[JohnFielder1]

DLM reset the sync speed Sunday morning

[OCE_Debbie]

Hi John

I've checked the connection stats this morning and I can see that DLM changed the profile on 14/07.

Your line is currently in sync at 18mb.

Thanks

Debbie

[JohnFielder1]

Disconnection this morning. Now syncing at 16megs

[OCE_Debbie]

Hi John

I've checked the connection stats and I can see that DLM changed the profile today and the speed has dropped to 16.5mb.

There is some interference showing. Has anything changed with your set up?

Thanks

Debbie

[JohnFielder1]

No change to the set up here

[OCE_Debbie]

Hi John

DLM may change the profile again to increase the speed.

Thanks

Debbie

[JohnFielder1]

4am this morning, DLM has disconnected and reconnected at 14megs, even slower

[OCE_Michelle]

Hi John,

I'm sorry to hear this and I'll take a look now. The line test is clear and I can only see 1 re-connection on the line so I'm not sure why the sync speed has dropped. Is the voice service ok? Have you made any changes over the last 24hrs?

Thanks

[JohnFielder1]

No changes in the last 24 hours

Phone line seems fine, was some hissing last time I used it, but that was a couple of days ago

[OCE_Michelle]

Hi John,

Ok thanks. Would you like me to pass this over to our Network Team for further investigation?

Thanks

[JohnFielder1]

You can try it. Why can't you get a report on WHY DLM keeps changing the sync speed? That information must be somewhere

[OCE_Michelle]

Hi John,

I've asked our Network Team to take a look at this now and I'll let you know as soon as I know more. I've also asked about DLM.

Thanks

[OCE_Michelle]

Hi John,

Our Network Team have looked into this and advised that they can see errors on the line which is most likely why DLM is lowering the speed. (to try and reduce the errors on the line)

They have advised that they have sent a different make and model of router and if the errors are still present then we'll need to arrange an engineer visit so that this can be investigated further.

Thanks

[JohnFielder1]

I had an HG633 when I started this thread. It was slowing me down instead of disconnecting. I had to manually restart every morning to fix that. I don't see the point of sending me another one

[OCE_Michelle]

Hi John,

Apologies, the router has already been sent. Would you like to progress this to an engineer visit? Also, is the router still connected at the test socket?

Thanks

[JohnFielder1]

As you have already been told, the router is no longer on the test socket. You should also be able to see I have been swapped between D-Link and HG633 router constantly since I signed up for fibre over two years ago. The only router you use that I haven't had is the one you advertise on the TV (unless that is just a re boxed version of your old routers)

[OCE_Karl]

Hi

As this is a complex issue, would you like to try the new router to see if this behaves the same.

Thanks

Karl. 

[JohnFielder1]

If it actually is a different router inside the case, yes. But I've had multiple routers, BT and Talktalk Engineers all say there is no problem with the setup in the house. The last engineer checked the connection where the line comes in the house and he went on to look at the box down the road