Speed degrades over time until OpenReach line reset

[HighlandRocket]

I've had OpenReach out 4 times now, the first time they found a fault on the line, the other 3 they've just been resetting the line and claiming there's nothing wrong with it. I should get 32mb/s but it always ends up dropping to 20mb/s so i'm losing a third of my speed, which i can ill afford as my entire life is online - education, coding, videos and the rest. As soon as they reset the line, it works fine, for a few weeks and then it starts to degrade. 

Another phenomena i experience is the entire network will slow to a grinding halt and even something as simple as comments, won't load on a video. Same as Ookla speedtest, it will load the main page but take ages to actually complete the javascript and network utilities, basically like it freezes without actually disconnecting. Which is not viewed as a disconnect by support but very much is from a user facing perspective.

The last visit i had from them, they claimed EE was throttling the network but in fairness to EE, the guy looked like he didn't believe me the first time, until he came back shee**bleep**ly with news that there was a fault on the line. Maybe it's just incompetent engineers but there's no-one to challenge them. Their client isn't actually me and EE is, in a way, subservient to their incompetence.  

Another forum user suggested Dynamic Line Management, if that's of any help. 

I'd really like to get this fixed, i know there's a problem here. 

[HighlandRocket]

Hey, I've had the same issue, where the line should achieve 32mb/s. 

The BT engineer has been out 4 times and eventually told me that he's sure they are throttling it to just above minimum, as all he's doing now is resetting the line and i get my full speed back. Until they think i won't notice and they throttle it again. 

I need it fixed, my entire life is online - education, coding, video and the rest. 

[Mustrum]

@HighlandRocket  without site of your router stats and speed estimates it is impossible to say what is happening.

However, from what you say, it is not EE throttling your line, it is the automatic Dynamic Line Management system reducing your speed due to noise or errors on your line.

Moving to another provider on the same line will result in the same issue.

It sounds like the Openreach engineers are not finding the problem, and just resetting the line to get your speed back, then D?LM reduces it again.

Start a new thread, post the info requested above and members on here can help you to get the problem fixed.

[HighlandRocket]

Okay, thank you. 

It's good to have a name for the phenomena. 

[XRaySpeX]

Welcome to EE's Home Broadband Forum.

How are you measuring speeds? Is it the same way as EE does when it gave you a 32 Meg estimate?

Is it the BB as a whole slowing or just the WiFi connections? Do Ethernet connected devices stay at the same speed? 

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.

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.

[XRaySpeX]

@HighlandRocket : With a line quoted at 32 Meg, you shouldn't be on the Fibre Plus package.

FTTC Dynamic Line Management - What it is & How it works, is not a phenomenon but a standard mechanism applied to Fibre lines.

[HighlandRocket]

Yes and it's a standard mechanism that explains the phenomena i'm experiencing because it's not just slow speeds but also the quasi network drops, that initially were full blown disconnects but now just seem to be the network grinding to a halt - loading basic html elements but freezing for an inordinate amount of time when doing api requests etc. 

I have a max of 32 megabits per second so when the line is working correctly, i get a stable rate around 3.8MB/S, currently i can't get above 22Mbps. My connection is ethernet all the way. I get the same on both my ethernet and mobile wifi. There's a consistent pattern here and i'm either getting throttled or OpenReach are incompetent. I'd be inclined to believe the latter, which i now know can cause the prior. 

Here's the details as requested, thank you for your help. 

https://www.thinkbroadband.com/speedtest/1659360897531506655  

[XRaySpeX]

Your line does seem to be put on a banded profile by the DLM. There will be a good reason for it reacting this way. It is done automatically in response to the condition of your line, not by OR staff or their abilities.

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?

[HighlandRocket]

Thanks, will this still work even although i have a fibre only package, with no landline? 

If so i'll need to purchase an old corded phone before i can proceed. Also i'm referring to the fact that OR have been out 4 times and each time declared that there is nothing wrong with the line, only for the first time to return saying that they actually had found a fault. The other three times having reset the line, noticing the difference in speed but yet still declaring there's nothing wrong with the line and even stating that EE were throttling me. Regardless of who's feelings you're sparing, that objective truth is that it's pure incompetence. 

[XRaySpeX]

No, you can't do a QLT w/out a landline. That's the drawback of Fibre W/out Landline No. It makes it impossible to troubleshoot faulty BB. You could still get your router stats from the test socket.

Whose feelings am I sparing? That's not my business.