topic Re: broadband problems in Broadband & Landline

broadband problems

rugsu — Wed, 25 Oct 2023 11:03:32 GMT

I've got part of my problem sorted out by openreach/ee broadband phone helpline, but I'm going to post from the begining of my issues, as there are ongoing problems.

Last Friday, my broadband was coming and going, sometimes connecting and sometimes not, and then when i tried to use the phone, there was no dial tone, and anyone phoning me says the line was busy.

I asked EE on twitter for help, they referred me to the EE phone helpline, and I phoned them on Monday. After a few hours, I realized I had lost the internet completely, and couldn't connect at all.

Tuesday morning, I tried the internet, and it did connect, but was too slow to load pictures, and most websites.
Tuesday lunchtime, I tried the phone and got a dial tone, so that is back.

Right now, I've made a test phone-call, and it seems OK, but the internet is no better.

Is there anything I can do to test or diagnose this? The bb phone helpline did say to wait till the weekend to call back, but I'm worried they've fixed the phone and don't realize there's still a problem?

Re: broadband problems

XRaySpeX — Wed, 25 Oct 2023 11:08:46 GMT

Welcome to EE's Home Broadband Forum.

Is it the BB as a whole dropping or just the WiFi connections? Do Ethernet connected devices stay working? What colours are the light sequence when it happens?

If you would like help with your BB speed or connection issues, please would you carry out the following steps for starters, which will enable us to diagnose the problem and advise you further. Do not restart your router to do these tests:

1. Post your full router stats:

For a BrightBox: login and go to Advanced Settings > System > DSL Status. Also post 'System Uptime' from top of System Log page.
For a SmartHub: login and go to Advanced Settings > Technical Log > Information. Obscure your names & any numbers in the BB Username & also the SSIDs.
For other routers: login to it according to the label on it as the admin user & navigate looking for its router/connection statistics.

Full router stats are key to any speed & connection issues.

2. Try a wired speedtest, using an Ethernet cable supplied with the router, here http://www.thinkbroadband.com/speedtest.html . Click on the "Results Page" button at the bottom of the graph you first see and then copy to here just the "Link to this result:" link that you see below the next main graph.

3. What does BT Wholesale Broadband Availability Checker estimate for your phone number? Post just the whole table and the line above it, blanking out your phone number. If it doesn't recognise your phone number or you don't have one, use the Address Checker, not the Postcode Checker.

Re: broadband problems

rugsu — Wed, 25 Oct 2023 11:20:50 GMT

DSL STATUS

STATUS

Configured CurrentLine StatusLink TypeOperation Mode

--	UP
--	Interleaved Path
Automatic	G.992.5 (ADSL2+)

DATA RATE INFORMATION

UpstreamDownstream

444 (Kbps)

283 (Kbps)

DEFECT/FAILURE INDICATION

Operation Data Upstream DownstreamNoise MarginLine Attenuation

24.1 (dB)	8.6 (dB)
19.6 (dB)	34.5 (dB)

Indicator Name Near End Indicator Far End IndicatorOutput PowerFast Path FEC CorrectionInterleaved Path FEC CorrectionFast Path CRC ErrorInterleaved Path CRC ErrorLoss Of Signal DefectFast Path HEC Error STRInterleaved Path HEC ErrorError Seconds

10.1 (dBm)	0.0 (dBm)
--	--
1318	0
--	--
0	0
0	0
--	--
0	0
0	0

STATISTICS

Received DataTransmitted Data

13004 (Kbits)

3599 (Kbits)

System Uptime is: 00:06:14

Re: broadband problems

rugsu — Wed, 25 Oct 2023 11:25:46 GMT

Telephone Number on Exchange WANDSWORTH is served by Cabinet 33

Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream HandbackThreshold(Mbps) WBC FTTC Availability Date WBC SOGEA Availability Date Left in JumperHigh Low High Low VDSL Range A (Clean)
VDSL Range B (Impacted)
G.fast Range A (Clean)
G.fast Range B (Impacted)

80	79	20	19	74	Unavailable	Available	--
80	79	20	19	74	Unavailable	Available	--
--	--	--	--	--	Unavailable	--	--
--	--	--	--	--	Unavailable	--	--

Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream Range (Mbps) Availability Date FTTP Install ProcessWBC FTTP

Upto 1000

Upto 220

Available

1 Stage

ADSL Products Downstream Line Rate (Mbps) Upstream Line Rate (Mbps) Downstream Range(Mbps) ADSL Availability Date Left in JumperWBC ADSL 2+WBC ADSL2+ Annex MADSL MaxWBC Fixed RateFixed Rate

Up to 7.5	--	6.5 to 8.5	Available	--
Up to 7.5	Up to 1	6.5 to 8.5	Available	--
Up to 7.5	--	6.5 to 8	Available	--
2	--	--	Available	--
2	--	--	Available	--

SOADSL Products Downstream Line Rate (Mbps) Upstream Line Rate (Mbps) Downstream Range(Mbps) WBC SOADSL Availability Date Left in JumperWBC SOADSL 2+SOADSL MaxSOADSL Fixed Rate

Up to 7.5	--	6.5 to 8.5	Available	--
Up to 7.5	--	6.5 to 8.0	Available	--
Up to 2	--	--	Available	--

Observed Speeds ADSLMax Observed Downstream SpeedMax Observed Upstream SpeedObserved Date

0.94

0.68

2023-10-23

Other Offerings Availability DateVDSL MulticastADSL Multicast

Available

Premise Environment StatusBridge TapVRINTE FacePlateLast Test Date

11-10-2023

Exchange Product Restrictions StatusFTTP Priority ExchangeWLR WithdrawalSOADSL Restriction

Our records show the following FTTP network service information for these premises:-Single Dwelling Unit Residential OH Feed with no anticipated issues.

Re: broadband problems

rugsu — Wed, 25 Oct 2023 11:30:45 GMT

>>Is it the BB as a whole dropping or just the WiFi connections? Do Ethernet connected devices stay working?

I'm sorry, I don't know.

>>What colours are the light sequence when it happens?

They're all green, the first two steady, the third is flashing, the fourth is steady.

Re: broadband problems

rugsu — Wed, 25 Oct 2023 11:32:48 GMT

I don't think I have any ethernet connected devices. All I've got that connects to the net is a laptop, and a mobile, both by wireless.

Re: broadband problems

XRaySpeX — Wed, 25 Oct 2023 11:38:58 GMT

That is extremely slow. You should be getting about 12 Meg down.

Locate the hidden test socket that is revealed when you remove the bottom half of the split faceplate (2 screws or press tabs) of your master socket. Only do this if you have a split faceplate. Do you have any extension sockets in the home even if unused? Are there any wires connected to back of faceplate of master socket?

Try the BT Quiet Line Test (QLT), dial 17070 Opt 2, preferably with a corded phone, in the test socket with the router disconnected. If there is any noise, report it to your landline provider as a voice fault (don't mention Broadband). Often sorting out voice faults will fix the Broadband as well.

Reboot the router & plug it into the test socket. Post the full router stats & System Uptime when plugged into test socket.

Is the issue any better?

Re: broadband problems

rugsu — Wed, 25 Oct 2023 11:39:28 GMT

I don't have an ethernet cable to hand, and won't have time to locate where I've put the box today, but here's the test without cable.

https://www.thinkbroadband.com/speedtest/1698233690793405155

Re: broadband problems

XRaySpeX — Wed, 25 Oct 2023 11:48:17 GMT

OK, don't worry about the speedtest. Just do the QLT from the test socket.

Re: broadband problems

rugsu — Thu, 26 Oct 2023 17:19:06 GMT

There is one extension cord and socket, so I unplugged that.

The master socket faceplate is split, so I unscrewed it and did the following tests with the test socket. There aren't any wires on the back of the faceplate.

I did the quiet line test, my corded phone i would say was quiet, maybe the faintest hiss? My cordless phone had a more noticeable hiss.

I plugged in the router in the test socket, and did these tests again... no, if anything my internet was worse.

DSL STATUS
This page shows information about your DSL connection. If you are using Fibre/Ethernet Broadband then this page is not applicable.
STATUS
Configured Current
Line Status -- UP
Link Type -- Interleaved Path
Operation Mode Automatic G.992.5 (ADSL2+)
DATA RATE INFORMATION
Upstream 444 (Kbps)
Downstream 283 (Kbps)
DEFECT/FAILURE INDICATION
Operation Data Upstream Downstream
Noise Margin 31.7 (dB) 21.8 (dB)
Line Attenuation 22.6 (dB) 38.5 (dB)

Indicator Name Near End Indicator Far End Indicator
Output Power 12.9 (dBm) 0.0 (dBm)
Fast Path FEC Correction -- --
Interleaved Path FEC Correction 0 0
Fast Path CRC Error -- --
Interleaved Path CRC Error 0 0
Loss Of Signal Defect 1 0
Fast Path HEC Error STR -- --
Interleaved Path HEC Error 0 0
Error Seconds 11 0
STATISTICS
Received Data 760 (Kbits)
Transmitted Data 587 (Kbits)

System Uptime is: 00:15:20

Re: broadband problems

XRaySpeX — Thu, 26 Oct 2023 17:51:14 GMT

A hiss isn't quiet!

You should be syncing at about 12 Meg instead of the 283 K that you are. The reason you are not is that the DLM system has put you on a banded profile in response to past errors on your line, at the top of the lowest of these ADSL Banded Profiles, altho' you now have no significant errors. You need to give the DLM time to relent & remove any banding. Leave it alone for at least 7 days & don't reset or resync the router. If it's still banded you should then call EE to get the DLM reset in order to remove any banding. However should significant errors persist the DLM will reapply banding.

Re: broadband problems

Mustrum — Thu, 26 Oct 2023 18:01:13 GMT

@rugsu the broadband care team should be able to reset your line to get your speeds back, were it me I would be giving them a call.

If you line fault has been fixed the speeds should remain, but will drop again if you still have too much noise or drops on the line.

Re: broadband problems

rugsu — Fri, 27 Oct 2023 14:48:46 GMT

I just phoned up again, there’s some kind of big fault at my exchange, affecting lots of ppl, a four traffic something? Or a cable break. It won’t be fixed for a week.
But, their sending someone to look at resetting mine, if it’s not part of the big fault.

Re: broadband problems

Mustrum — Fri, 27 Oct 2023 16:51:39 GMT

@rugsu they should be able to do that remotely, not sure they would send someone.

That said it might be worth checking your speeds to see if it has been reset.

Re: broadband problems

rugsu — Sat, 28 Oct 2023 11:33:56 GMT

here's the latest stats...

DSL STATUS
This page shows information about your DSL connection. If you are using Fibre/Ethernet Broadband then this page is not applicable.
STATUS
Configured Current
Line Status -- UP
Link Type -- Interleaved Path
Operation Mode Automatic G.992.5 (ADSL2+)
DATA RATE INFORMATION
Upstream 444 (Kbps)
Downstream 283 (Kbps)
DEFECT/FAILURE INDICATION
Operation Data Upstream Downstream
Noise Margin 24.8 (dB) 8.7 (dB)
Line Attenuation 22.8 (dB) 39.0 (dB)

Indicator Name Near End Indicator Far End Indicator
Output Power 10.9 (dBm) 0.0 (dBm)
Fast Path FEC Correction -- --
Interleaved Path FEC Correction 752663 0
Fast Path CRC Error -- --
Interleaved Path CRC Error 0 0
Loss Of Signal Defect 1 0
Fast Path HEC Error STR -- --
Interleaved Path HEC Error 0 0
Error Seconds 10 0
STATISTICS
Received Data 2599097 (Kbits)
Transmitted Data 712310 (Kbits)

System Uptime is: 43:30:20

Re: broadband problems

rugsu — Sat, 28 Oct 2023 11:47:15 GMT

And the thinkbroadband results seem worse,

https://www.thinkbroadband.com/speedtest/1698493339580574055

Re: broadband problems

Mustrum — Sat, 28 Oct 2023 12:35:47 GMT

@rugsu looking your recent and earlier router sync speeds they are still the same - very low, so the DLM reset has not yet been done. I don't understand why not, other ISP's can do this remotely with no need to send anyone out.

That said, depending on your needs you do at least have the option of much higher speeds available, which in turn should be more reliable. However that will result in a change to your phone line, which might be a problem for you. There are ways round that however, but much will depend on where you live and the more detailed facilities available to you.