Slow Fibre again

[#1]

This is getting to be a bit annoying. Internet speeds are dropping to 20mb down and minimum is supposed to be 51mb.  I cannot phone them as I am deaf, no other means of contact available.  I use internet for meetings etc so this is debilitating, video is freezing due to bad speeds and so I cannot lipread.  I have a XEON core system with 16gb RAM, so no it is not a slow PC, it is also on LAN.  

This is not the first time I've reported this issue and the last "technician" they sent out was useless.  He did not know what he was doing and used speedtest.net for speed checks and not BT Wholesale systems....  totally messed up my router which I had to reconfigure.

I've been a customer for nearly 2 decades and contract is out next year.

[#2]

@grmacbean No doubt one of the PN Help Team will be along soon, but if you would like help from the Community:

Information from these two sites:-

BT Broadband(obscuring your phone number) and BTW Performance Tester - Over a wired (ethernet) connection - please report the 'Additional Diagnostics', and sight of the Help Desk tab from your Hub would be a start.

It may also be a good idea to report the results of a Quiet Line Test - dial 17070 option 2 from a (preferably corded) phone. After the confirmation of you phone number, there should be total silence apart from the regular 'Quiet Line Test' announcement. Any other noise - report a PHONE fault first.

If phone test is OK then take the front off your telephone master socket, you may need to remove two screws. In behind you will find the test socket. Plug a filter in here and connect that to your hub. If it’s still dropping out then report a fault at https://faults.plus.net.

[#3]

I don't use a phone in the house. Just the broadband.  They checked the master socket last time around.  I've rebooted the main fibre box again and speeds have jumped, but it goes down again and ends up being hopeless after a period of time.

[#4]

OK - a phone is a very useful tool whilst we still use the copper wires to deliver broadband, but if you don't have one, so be it.

The rest of the information I requested above would still be useful, though.

[#5]

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@grmacbean wrote:

... I've rebooted the main fibre box again and speeds have jumped, but it goes down again and ends up being hopeless after a period of time.

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@grmacbean 

I'm not saying this is the cause in your particular case, but IME from a long time ago, having your MTU set to the wrong value can cause your speed to drop from what is initially good, to very slow, so might be something worth checking.

https://www.techrepublic.com/article/how-to-optimize-the-mtu-setting-on-your-router-for-better-perfo...

[#6]

Thanks for your post @grmacbean

I'm really sorry to see you're having speed issues and you find it hard to contact us.

We offer a variety of methods to report a problem online, by messaging us on Twitter or Facebook, or you can text us through following the instructions Here as in a lot of cases, we'll automatically arrange an engineer with you there and then.

If you're hard of hearing, you can also use a next generation / text relay service to call us, and we'll make sure you don't pay for the call, just like if anybody else was to call our freephone number. There's more detail about that Here.

I've tested your line today and the tests aren't showing any issues with your router getting a stable speed of around 67mbps.

I've attached below a copy of the test, plus a a graph showing your broadband connection:

Test Outcome	Pass
Test Outcome Code	GTC_FTTC_SERVICE_0000
Description	GEA service test completed and no fault found .
Main Fault Location	OK
Sync Status	In Sync
Downstream Speed	67.9 Mbps
Upstream Speed	20.0 Mbps
Appointment Required	N
Fault Report Advised	N
NTE Power Status	PowerOn
Voice Line Test Result	Pass
Radio Frequency Ingress	Not Detected
Repetitive Electrical Impulse Noise	Not Detected
Cross Talk	Not Detected
Estimated Line Length In Metres	477.6
Upstream Rate Assessment	Very Good
Downstream Rate Assessment	Good
Interference Pattern	Regular Interference Observed Daily
Service Impact	Errors Observed
Interference Duration Longest Occurrence	From11:30to10:00
Interference Location	Customer Premise
Interference Observed In Days	6
Home Wiring Problem	Not Detected
Downstream Policing Discard Rate	0.0
Customer Traffic Level	Upstream and Downstream traffic detected
Technology	VDSL
Current 15Min Bin Retrains	0
Last 15Min Bin Retrains	0
DP Type	External
Profile Name	0.128M-80M Downstream 4dB, Retransmission High - 0.128M-20M Upstream, Error Protection Off
Time Stamp	2022-01-11T14:15:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	71.0 Mbps	71.8 Mbps	71.8 Mbps
Up Stream Line Rate	19.9 Mbps	19.9 Mbps	19.9 Mbps
Up Time	828.0 Sec	900.0 Sec	899.9 Sec
Retrains	0.0	1.0	0.0

Current and Last 15 Minute Bin Performance
Parameters	Last Traffic Count(Upto 15 mins)	Current Traffic Count(Upto 15 mins)
Start Time Stamp	2022-01-24T13:26:48Z	2022-01-24T13:41:48Z
Ingress Code Violation	0	1
Egress Code Violation	0	0
Errored Seconds	0	0
Severely Errored Seconds	0	0
Unavailable Seconds	0	0

Is your computer plugged into your router using an ethernet cable directly with no powerline adapters or switches in place? If that's the case, while I recognise you've suggested you've got a good PC, do you have another device you can try? 

[#7]

Thanks Gandalf. I appreciate the assistance and line checks.  I'll make a note of the contacts as it is an occasional occurrence and once I rebooted the fibre box it gave me a clean line again.

[#8]

Thanks for getting back to us @grmacbean

Please feel free to reach out if you need any further support at all.