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Faster Fibre upgraded but speed is still normal

sukogoko
Popular Poster
Message 18 of 18

Hello,

 

We upgraded our Fibre to faster Fibre 2 days ago but our connection is still at 39Mbps.

 

I have checked our profile and can see we are on the faster connection but for some reason our speed has not updated.

 

I've done the following troubleshooting:

 

Turned the router off for 30 minutes and reconnected it.

Connected it to the Test Socket directly using a filter

Used ethernet connection and done speed test at various times of the day still same speed.

Connected the original talktalk hg633 router done speed tests still slow

Used my Lede Openwrt Bt 5a router also connection sync is showing as faster but when doing dl tests its maxing at 39mbps.

 

I can however confirm the upload speed has increased to 20Mbs.

 

Status: UP
Line State: showtime_tc_sync [0x801]
Line Mode: G.993.2 (VDSL2)
Annex: B
Profile: 17a
Data Rate: 67.489 Mb/s / 19.999 Mb/s
Max. Attainable Data Rate (ATTNDR): 77.510 Mb/s / 21.689 Mb/s
Latency: 8.0 ms / 0.0 ms
Line Attenuation (LATN): 15.6 dB / 18.4 dB
Signal Attenuation (SATN): 15.6 dB / 18 dB
Noise Margin (SNR): 5.8 dB / 7 dB
Aggregate Transmit Power(ACTATP): 6.7 dB / 12.9 dB
Forward Error Correction Seconds (FECS): 39382 / 167216
Errored seconds (ES): 0 / 9680
Severely Errored Seconds (SES): 0 / 0
Loss of Signal Seconds (LOSS): 0 / 0
Unavailable Seconds (UAS): 28 / 28
Header Error Code Errors (HEC): 0 / 0
Non Pre-emtive CRC errors (CRC_P): 0 / 0
Pre-emtive CRC errors (CRCP_P): 0 / 0
Line Uptime: 1h 46m 22s
ATU-C System Vendor ID: Broadcom 164.140
Power Management Mode: L0 - Synchronized

 

 

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17 REPLIES 17

Message 1 of 18

Hi dancaz,

 

I'm sorry to hear this. Please can you create your own thread and we can look into this further for you.

 

Thanks

 

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Message 2 of 18

Hello,

 

It looks like it's common talk talk fault selling something what they can't supply. I have the same Issue and now I'll put official complaint about that. If my speed won't increase up to 48 hours after deadline I want that contract for 18 months cancelled and I'll find more reliable provider.

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Message 3 of 18

Hello,

 

It looks like it's common talk talk fault selling something what they can't supply. I have the same Issue and now I'll put official complaint about that. If my speed won't increase up to 48 hours after deadline I want that contract for 18 months cancelled and I'll find more reliable provider.

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Message 4 of 18

Hi sukogoko,

 

Have you been contacted recently about this issue?

Chris

 

 

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Message 5 of 18

Hi,

 

The speed has not changed.

 

Please can you check this line.

 

Thanks

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Message 6 of 18

Hi sukogoko,

 

I've passed this over to our network team for further investigation, can you bump the thread tomorrow and we'll check for updates

 

Thanks

Chris

 

 

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Message 7 of 18

Hello OCE_Ady,

 

First of all thank you for help and understanding the problems I am experiencing.

 

Below are samples of 4 tracert's to talktalk and google.co.uk, First 2 are direct from the openwrt router via ssh and other 2 is from my laptop wired. Each sample is 15 minutes apart of each other.

 

root@LEDE:~# traceroute google.co.uk
traceroute to google.co.uk (216.58.198.163), 30 hops max, 38 byte packets
1 * * *
2 host-78-151-238-65.as13285.net (78.151.238.65) 6.851 ms 5.698 ms 6.391 ms
3 host-78-151-238-68.as13285.net (78.151.238.68) 6.059 ms host-78-151-238-64 .as13285.net (78.151.238.64) 5.803 ms 6.351 ms
4 host-78-144-14-110.as13285.net (78.144.14.110) 5.684 ms host-78-144-14-102 .as13285.net (78.144.14.102) 9.540 ms 5.986 ms
5 host-78-144-4-33.as13285.net (78.144.4.33) 6.887 ms 209.85.175.102 (209.85 .175.102) 6.181 ms host-78-144-4-33.as13285.net (78.144.4.33) 6.526 ms
6 108.170.246.161 (108.170.246.161) 7.087 ms 7.195 ms *
7 108.170.232.99 (108.170.232.99) 5.902 ms 108.170.233.232 (108.170.233.232) 6.660 ms 108.170.232.97 (108.170.232.97) 5.694 ms
8 108.170.232.97 (108.170.232.97) 6.383 ms 74.125.242.83 (74.125.242.83) 7. 127 ms lhr25s10-in-f3.1e100.net (216.58.198.163) 5.879 ms
root@LEDE:~# traceroute google.co.uk
traceroute to google.co.uk (216.58.198.163), 30 hops max, 38 byte packets
1 * * *
2 host-78-151-238-65.as13285.net (78.151.238.65) 6.118 ms 5.459 ms 5.921 ms
3 host-78-151-238-64.as13285.net (78.151.238.64) 5.451 ms 6.004 ms 5.557 ms
4 host-78-144-14-116.as13285.net (78.144.14.116) 6.062 ms 5.553 ms host-78- 144-14-114.as13285.net (78.144.14.114) 6.031 ms
5 host-78-144-4-35.as13285.net (78.144.4.35) 5.728 ms 209.85.175.102 (209.85 .175.102) 5.961 ms host-78-144-4-33.as13285.net (78.144.4.33) 6.497 ms
6 * * 108.170.246.161 (108.170.246.161) 6.598 ms
7 108.170.232.99 (108.170.232.99) 5.650 ms 64.233.175.152 (64.233.175.152) 7.672 ms 108.170.233.232 (108.170.233.232) 6.416 ms
8 lhr25s10-in-f163.1e100.net (216.58.198.163) 6.132 ms 6.272 ms 74.125.242. 114 (74.125.242.114) 6.849 ms
root@LEDE:~# traceroute talktalk.co.uk
traceroute to talktalk.co.uk (107.162.133.62), 30 hops max, 38 byte packets
1 * * *
2 host-78-151-238-65.as13285.net (78.151.238.65) 5.782 ms 5.606 ms 5.933 ms
3 host-78-151-238-68.as13285.net (78.151.238.68) 5.835 ms host-78-151-238-64.as13285.net (78.151.238.64) 5.724 ms 21.071 ms
4 host-78-144-14-116.as13285.net (78.144.14.116) 5.547 ms host-78-144-14-114.as13285.net (78.144.14.114) 5.562 ms host-78-144-14-104.as13285.net (78.144.14.104) 6.464 ms
5 host-78-144-14-35.as13285.net (78.144.14.35) 5.768 ms ix-ae-8-0.thar1.lrt-london.as6453.net (195.219.100.77) 5.765 ms host-78-144-14-37.as13285.net (78.144.14.37) 5.894 ms
6 if-ae-35-2.tcore1.l78-london.as6453.net (80.231.130.46) 7.316 ms 81.25.207.241 (81.25.207.241) 6.575 ms 6.157 ms
7 ae-9.r25.londen12.uk.bb.gin.ntt.net (129.250.4.41) 6.297 ms 5.974 ms if-ae-19-2.thar1.ld5-slough.as6453.net (80.231.48.30) 7.670 ms
8 ae-2.r02.londen01.uk.bb.gin.ntt.net (129.250.3.1) 7.264 ms 80.231.48.54 (80.231.48.54) 9.397 ms 9.774 ms
9 107.162.79.5 (107.162.79.5) 7.220 ms 10.893 ms 6.751 ms
10 82.112.115.198 (82.112.115.198) 6.912 ms 16.258 ms 107.162.133.62 (107.162.133.62) 7.136 ms
root@LEDE:~# traceroute talktalk.co.uk
traceroute to talktalk.co.uk (107.162.133.62), 30 hops max, 38 byte packets
1 * * *
2 host-78-151-238-65.as13285.net (78.151.238.65) 6.053 ms 5.727 ms 5.208 ms
3 host-78-151-238-68.as13285.net (78.151.238.68) 5.811 ms host-78-151-238-64.as13285.net (78.151.238.64) 5.900 ms host-78-151-238-68.as13285.net (78.151.238.68) 5.568 ms
4 host-78-144-14-110.as13285.net (78.144.14.110) 5.490 ms 5.931 ms host-78-144-14-116.as13285.net (78.144.14.116) 5.776 ms
5 ix-ae-8-0.thar1.lrt-london.as6453.net (195.219.100.77) 5.798 ms host-78-144-14-35.as13285.net (78.144.14.35) 5.764 ms 6.119 ms
6 if-ae-35-2.tcore1.l78-london.as6453.net (80.231.130.46) 7.718 ms 81.25.207.241 (81.25.207.241) 6.647 ms 6.441 ms
7 if-ae-19-2.thar1.ld5-slough.as6453.net (80.231.48.30) 8.109 ms 9.937 ms ae-9.r25.londen12.uk.bb.gin.ntt.net (129.250.4.41) 6.178 ms
8 ae-2.r02.londen01.uk.bb.gin.ntt.net (129.250.3.1) 7.132 ms 7.001 ms 7.089 ms
9 ae-0.a00.londen01.uk.bb.gin.ntt.net (129.250.3.36) 7.396 ms 107.162.79.5 (107.162.79.5) 9.332 ms 9.726 ms
10 107.162.133.62 (107.162.133.62) 7.194 ms 82.112.115.198 (82.112.115.198) 16.523 ms 107.162.133.62 (107.162.133.62) 6.785 ms
root@LEDE:~#

 

 

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Users\User>tracert google.co.uk

Tracing route to google.co.uk [216.58.198.163]
over a maximum of 30 hops:

1 1 ms 3 ms 1 ms LEDE.lan [192.168.1.1]
2 * * * Request timed out.
3 55 ms 6 ms 6 ms host-78-151-238-65.as13285.net [78.151.238.65]
4 65 ms 6 ms 6 ms host-78-151-238-68.as13285.net [78.151.238.68]
5 7 ms 6 ms 7 ms host-78-144-14-112.as13285.net [78.144.14.112]
6 27 ms 7 ms 7 ms 72.14.208.22
7 * * * Request timed out.
8 12 ms 9 ms 9 ms 172.253.50.166
9 7 ms 7 ms 7 ms 74.125.242.82
10 8 ms 8 ms 8 ms 216.239.57.207
11 8 ms 8 ms 9 ms 216.239.58.2
12 8 ms 8 ms 8 ms 108.170.246.161
13 8 ms 7 ms 7 ms 108.170.232.99
14 7 ms 7 ms 7 ms lhr25s10-in-f3.1e100.net [216.58.198.163]

Trace complete.

C:\Users\User>tracert google.co.uk

Tracing route to google.co.uk [216.58.198.163]
over a maximum of 30 hops:

1 1 ms <1 ms 1 ms LEDE.lan [192.168.1.1]
2 * * * Request timed out.
3 6 ms 6 ms 7 ms host-78-151-238-65.as13285.net [78.151.238.65]
4 6 ms 6 ms 6 ms host-78-151-238-68.as13285.net [78.151.238.68]
5 6 ms 6 ms 6 ms host-78-144-14-112.as13285.net [78.144.14.112]
6 8 ms 7 ms 7 ms 72.14.208.22
7 * * * Request timed out.
8 9 ms 9 ms 9 ms 172.253.50.166
9 7 ms 7 ms 7 ms 74.125.242.82
10 8 ms 8 ms 7 ms 216.239.57.207
11 8 ms 7 ms 7 ms 216.239.58.2
12 8 ms 8 ms 8 ms 108.170.246.161
13 7 ms 7 ms 7 ms 108.170.232.99
14 7 ms 7 ms 7 ms lhr25s10-in-f163.1e100.net [216.58.198.163]

Trace complete.

C:\Users\User>tracert talktalk.co.uk

Tracing route to talktalk.co.uk [107.162.133.62]
over a maximum of 30 hops:

1 1 ms <1 ms <1 ms LEDE.lan [192.168.1.1]
2 * * * Request timed out.
3 6 ms 6 ms 6 ms host-78-151-238-65.as13285.net [78.151.238.65]
4 6 ms 6 ms 7 ms host-78-151-238-64.as13285.net [78.151.238.64]
5 7 ms 7 ms 6 ms host-78-144-14-106.as13285.net [78.144.14.106]
6 7 ms 7 ms 6 ms host-78-144-14-35.as13285.net [78.144.14.35]
7 7 ms 7 ms 7 ms 81.25.207.241
8 7 ms 7 ms 6 ms ae-9.r25.londen12.uk.bb.gin.ntt.net [129.250.4.4
1]
9 7 ms 8 ms 7 ms ae-2.r02.londen01.uk.bb.gin.ntt.net [129.250.3.1
]
10 8 ms 10 ms 11 ms ae-0.a00.londen01.uk.bb.gin.ntt.net [129.250.3.3
6]
11 7 ms 7 ms 7 ms 82.112.115.198
12 7 ms 7 ms 7 ms 107.162.79.5
13 9 ms 8 ms 7 ms 107.162.133.62

Trace complete.

C:\Users\User>tracert talktalk.co.uk

Tracing route to talktalk.co.uk [107.162.133.62]
over a maximum of 30 hops:

1 78 ms <1 ms <1 ms LEDE.lan [192.168.1.1]
2 * * * Request timed out.
3 6 ms 6 ms 7 ms host-78-151-238-65.as13285.net [78.151.238.65]
4 6 ms 6 ms 6 ms host-78-151-238-64.as13285.net [78.151.238.64]
5 7 ms 7 ms 7 ms host-78-144-14-106.as13285.net [78.144.14.106]
6 6 ms 7 ms 7 ms host-78-144-14-35.as13285.net [78.144.14.35]
7 6 ms 7 ms 6 ms 81.25.207.241
8 7 ms 8 ms 7 ms ae-9.r25.londen12.uk.bb.gin.ntt.net [129.250.4.4
1]
9 8 ms 8 ms 7 ms ae-2.r02.londen01.uk.bb.gin.ntt.net [129.250.3.1
]
10 8 ms 8 ms 8 ms ae-0.a00.londen01.uk.bb.gin.ntt.net [129.250.3.3
6]
11 7 ms 7 ms 7 ms 82.112.115.198
12 7 ms 7 ms 7 ms 107.162.79.5
13 7 ms 7 ms 7 ms 107.162.133.62

Trace complete.

C:\Users\User>

 

 

 

 

 

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Message 8 of 18

Hi sukogoko, the line is synching beautifully, but as you say your throughput is poor relative to that.  Would you run us a few traceroutes to google.co.uk and talktalk.co.uk leaving at least 10 minutes between them please? We're going to have to raise a fault ticket for further investigation for you. Oh and please add a mobile number to your profile if you have one. 

 

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Message 9 of 18

Also below is speed resuslts directly from my router as I have access to the ssh panel of openwrt router this is direct download and upload without any connections:

 

root@LEDE:~/OpenWrtScripts# sh betterspeedtest.sh -H netperf-eu.bufferbloat.net
-p google.co.uk
2018-09-22 14:48:51 Testing against netperf-eu.bufferbloat.net (ipv4) with 5 simultaneous sessions while pinging google.co.uk (60 seconds in each direction)
............................................................
Download: 44.7 Mbps
Latency: (in msec, 61 pings, 0.00% packet loss)
Min: 13.379
10pct: 14.216
Median: 21.282
Avg: 20.790
90pct: 26.202
Max: 36.190
............................................................
Upload: 18.13 Mbps
Latency: (in msec, 61 pings, 0.00% packet loss)
Min: 14.704
10pct: 23.409
Median: 32.019
Avg: 31.160
90pct: 36.892
Max: 39.630
root@LEDE:~/OpenWrtScripts#

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Message 10 of 18
Hello,

I normally do a speed test on ookla, speedtest.net I'm sorry for the confusion.

I just plugged the router into the test socket, connected the ethernet cable and done a speed test with the talktalk speed checker I got 43Mbps.

This is well below the standard of minimum 67Mbps when my line is capable of much more than this.

I know I am on the higher connection because my uploaded has changed from 10Mbps to 17Mbps.

Please can you instruct someone from technical department at bt to check our line.

Thanks,
sukogoko
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Message 11 of 18

Hi Scott Darby,

 

I'm sorry to hear this. Please can you create your own thread and we can look into this further for you.

 

Thanks

 

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Scott Darby
First Timer
Message 12 of 18

I have exactly the same issue, my speed is capped at ~39mbps when I was getting ~69mbps previously with Plusnet. I have been round in circles with tech support and nobody can seem to figure out what is going on. Seriously starting to regret moving broadband providers now.

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Message 13 of 18

Hi sukogoko,

 

Just to confirm, did you run the speed test using the TalkTalk Speed Tester as I can't see any speed test results?

 

Thanks

 

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Message 14 of 18
Hi,

The thing is with my connection its showing i can get higher speeds because the line i capable it’s just that i need talktalk to push bt to increase our line.

Max. Attainable Data Rate (ATTNDR): 77.510 Mb/s / 21.689 Mb/s
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Message 15 of 18

I have exactly the same issue and should have my download speed increasing to a guaranteed minimum of 56.76mbps by this evening (24hrs deadline well expired). Not at all surprised it's not moved from 37mbps on a good day!

Why would the Customer Loyalty Team allow me to upgrade to a faster speed if my line clearly isn't allowing it? 

Instead of perhaps being able to move ISP next April if required I'm now locked into another 18 month contract with no change in circumstances. I assume you were led to believe your line could accommodate the higher speed too?

Sorry about the rant.

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Message 16 of 18
Hello OCE_Michelle,



Thanks for your reply.



I have turned the router off for 30 minutes and done a speed test using talktalk speed checker and I am still getting 39Mbps.



Thanks

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Michelle-TalkTalk
Support Team
Message 17 of 18

Hi sukogoko,

 

I'm sorry for the delay in getting back to you. Could you try one more 30 minute router power down and then run a wired speed test using the TalkTalk Speed tester so we can see how the throughput speed compares.

 

Thanks

 

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