broadband problems

[rugsu]

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?

[XRaySpeX]

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.

[Mustrum]

@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.

[rugsu]

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. 

[Mustrum]

@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.

[rugsu]

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

[rugsu]

And the thinkbroadband results seem worse, 

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

[Mustrum]

@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.