Sync speed dropped a week ago and hasn't recovered

[zofbtb]

My son unplugged the router when doing the hoovering last week. The sync speed dropped to 55Mbps from just over 60 and is still at 55 today.

Would also be good to get the latest firmware, I'm on SG4K10001E00t

[OCE_Karl]

Hi

I've updated the firmware for you now.

Turn the router off for 30 minutes to clear the current session, then turn back on and we can see if the DLM profile increases over the weekend.

Thanks

Karl. 

[zofbtb]

Thanks. Rebooted yesterday afternoon - I'll see what happens over the next 48hrs (no change yet)

[OCE_Debbie]

Hi zofbtb

How has the connection been since your last post?

Thanks

Debbie

[zofbtb]

There's been no change

[OCE_Debbie]

Hi zofbtb

I'm sorry to hear this.

Is the router connected at the test socket? Once I've confirmed this then I can raise this over to our Network Team for investigation.

Thanks

Debbie

[zofbtb]

yes, connected to test socket

[OCE_Debbie]

Hi zofbtb

Thanks for your reply.

I've 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

[OCE_Debbie]

Hi zofbtb

Our Network Team have asked if you can run a wired speed test using the TT speed tester so we can see the results?

Thanks

Debbie

[zofbtb]

fast.com 50/10
tt speed test 51/9.7

tt speed test (whilst logged in) 51.3/9.2

sync as shown in router 55.8/9.7

[OCE_Michelle]

Hi zofbtb,

Thanks, the speeds look ok based upon the sync speed. Our Network Team have also advised that the speeds look ok. Just to confirm, are you experiencing any issues with the performance of the connection?

Thanks

[zofbtb]

No issues per say but it (sync) should really get back up to the previous speed

[zofbtb]

Still hasn't crept back up to what it was. Does the line look fine from your end? Any errors? What profile am I on? Thanks

[OCE_Chris]

Hi zofbtb

Yes line test is passing. I can't see what profile you're on at the moment, I'll check again later

Chris

[OCE_Chris]

Hi zofbtb,

Still can't see the profile unfortunately, your current sync speed is 53.4Mbps

Chris

[zofbtb]

Can you see my profile now?

[OCE_Michelle]

Hi zofbtb,

Apologies, I still can't see the profile. Just to confirm, how have you found the connection since your last post?

Thanks

[zofbtb]

Stable (I've never has issues with VDSL cutting out with any ISP) but not as fast as it was.

[OCE_Chris]

Hi zofbtb,

Your speed is within the predicted range for your line so there's not really much that we can do as we can't raise this as a fault to Openreach for investigation.

Chris