Slower than a tortoise.

Moonshine · Mar 11, 2013, 00:13:10

Hi all,

I seem to be having an issue with my internet connection the last few nights, after about 11pm. It is so slow, it's painful, and worse than the days of dial up! Every web site I load, it just seems to 'hang' there and do nothing for at least 2-3 minutes, and then, when web sites eventually DO load, I'm finding it almost impossible to navigate my way round them without the net just sitting there doing nothing!

Since no-one else has started a thread relating to this, I suspect I'm an isolated case here?!

I have to warn you, I am a complete technophobe, and so if anyone has any suggestions, please use layman's terms. I am a complete idiot when it comes to the internet, routers, wiring, servers etc. I can just about turn a computer on and off. You get my drift?! I really do need an idiot guide to talk me through the simplest of tasks, and I ain't kidding!

I have tonight emailed support (took me an age to type, as net so very slow), so I'll see what they come back with hopefully tomorrow. Just wondered if, in the meantime, anyone else knew why this could be happening. I'm in the Milton Keynes area, if that helps??

Thanks in advance.

Moonshine.

Steve · Mar 11, 2013, 06:27:27

Normally exchange congestion starts earlier in the evening however support should be able to give some clues as to your exchange status and the quality of your line to the exchange. If they recommend various tests for you to undertake get back to us.

andrue · Mar 11, 2013, 18:39:46

Quote from: Moonshine on Mar 11, 2013, 00:13:10I have tonight emailed support (took me an age to type, as net so very slow)

That doesn't sound right. When you're filling in a form - even a web based form - nothing is usually sent to the server until you click the 'Ok' or 'Send' button. All the editing is carried out by your local machine in-memory. The speed of your internet connection should have no bearing whatsoever on the speed of your typing unless you are controlling a machine remotely which doesn't sound likely.

If your typing is slowing down it suggests a problem with your machine not the internet connection.

Moonshine · Mar 11, 2013, 19:16:52

Quote from: andrue on Mar 11, 2013, 18:39:46
That doesn't sound right. When you're filling in a form - even a web based form - nothing is usually sent to the server until you click the 'Ok' or 'Send' button. All the editing is carried out by your local machine in-memory. The speed of your internet connection should have no bearing whatsoever on the speed of your typing unless you are controlling a machine remotely which doesn't sound likely.

If your typing is slowing down it suggests a problem with your machine not the internet connection.

Andrue - I should point out that what I meant was it took me an age to actually send the email (not type), since the web site was hanging without actually sending the information. This would indicate that there is not a problem with my machine, especially since it works perfectly fine during the entire day, and has only been identifying this issue after 11pm for the last few nights.

Since I wrote this message fairly late last night, I didn't read back and check what I'd written, so apologies if this has made you misinterpret my problem.

Thanks Steve for your input. I have spoken with support, and they have run a few tests which have come back clear. They have advised me to run a speedtest if it happens again tonight, which I will do, and post the results to them. I'm hoping it doesn't happen again, but have a horrible feeling it's going to.....

Moonshine · Mar 13, 2013, 17:01:01

Hi,

Internet is very, very sluggish again for me this afternoon. I have run a BT speedtest, and here are the results:

Download Speed: 3.20
Upload Speed: 0.75
Ping Latency: 39.00

It wouldn't allow me to run additional diagnostic tests, and said there was an error, so could only retrieve the above information.

None of the above means anything to me, but I wondered whether someone might be able to advise if this seems normal or not?

Many thanks

Moonshine

Steve · Mar 13, 2013, 17:54:23

It means little in isolation we need to see your router stats particularly your downstream attenuation and noise margin. Which router are you currently using?

Moonshine · Mar 13, 2013, 18:13:22

Hi Steve,

Thanks for your reply.

Using a Netgear DGN1000. Both PC and laptop are wired, not wireless.

Is this the info you need?

Downstream:

Connection: 3637 kbps
Line Attenuation: 47.2dB
Noise Margin: 11.4dB

Upstream:

Connection: 933 kbps
Line Attenuation: 12.7dB
Noise Margin: 12.6dB

Many thanks.

Moonshine.

andrue · Mar 13, 2013, 19:54:14

Quote from: Moonshine on Mar 13, 2013, 18:13:22Connection: 3637 kbps
Line Attenuation: 47.2dB
Noise Margin: 11.4dB

What was the error from the BT tester? I've noticed that it's browser sensitive so best to run it under something boring - I use IE9 in safe mode.

The noise margin is raised (6db is normal and you're one stop above at 12db) which is robbing you of a bit of speed but overall it looks reasonable. The 3.2 you got from the BT tester is correct for that sync speed due to the overheads of BT's systems and TCP/IP. I'd guess that you won't ever get much above 4Mb/s although 5Mb/s isn't completely out of the question. 4Mb/s isn't wonderful by today's standards but should be ample for web browsing and email. It might even be enough to play the BBC iPlayer HD stream though not if you're using the connection for anything else. Think 'Nissan Micra' rather than 'Honda Civic'

Moonshine · Mar 13, 2013, 20:48:49

Hi Andrue,

Thanks for the reply.

The error from the BT tester said the following when I clicked on 'further diagnostics': "Test Error. The performance tester is currently unable to run a speed test for your broadband connection. Please try again shortly, however if this problem persists, raise the issue with your service provider". I've tried it a few times since then, and the same message comes up.

Is there anything I can do to lower the noise margin? Other than that, is it a case of being stuck with tests that state I've got a normal connection for my line, but in reality, websites that fail to load properly for a few minutes at a time? My browsing has been, up until last Friday, what I consider to be normal (nice and speedy, with websites loading very quickly), so I don't understand what's changed since then. I'm so confused.

Well, thanks for your help anyway.

Moonshine.

andrue · Mar 13, 2013, 21:26:38

Quote from: Moonshine on Mar 13, 2013, 20:48:49Is there anything I can do to lower the noise margin?

Probably not. You could have look around at this site for some ideas:

http://www.kitz.co.uk/adsl/socket.htm

But based on the figures you gave I suspect your line is doing the best it can.

QuoteOther than that, is it a case of being stuck with tests that state I've got a normal connection for my line, but in reality, websites that fail to load properly for a few minutes at a time? My browsing has been, up until last Friday, what I consider to be normal (nice and speedy, with websites loading very quickly), so I don't understand what's changed since then. I'm so confused.

Nothing in the figures I quoted would cause significant problems. Based on those figures you should be fine browsing. I would suggest going back to IDNet when the problem strikes but it'll need to be during the day when the proper support staff are available. As yours is an ADSL connection you ought to be able to get proper router stats.

Try running this program:

http://www.vwlowen.co.uk/internet/betatesters.htm

I don't know if it supports your router but I'd be surprised if it didn't. If yours isn't listed you could try any of the NetGear models.

Running that during a problem period would help us the most. If you can arrange to monitor a single session including 'before/during/after' that would be best of all but some stats from the during period is of most interest. We can then tell if the problem is your line or the external network.

Steve · Mar 13, 2013, 22:00:56

As Andrue has indicated the only thing you can do is to try and identify any faults your side of the master socket. Routerstats will show how stable or unstable your connection is, the test socket behind the master using a soap and rope filter is also useful, should you try the test socket please check your router stats immediately on connection. If there is noise your side of the master socket connection via the test socket will show a change in downstream sync and margin.

Moonshine · Mar 14, 2013, 00:04:14

Hi Andrue and Steve,

Many thanks for your replies.

Okay, I can cook, clean, have babies, nurse babies, care for my kids when they're ill, understand my autistic child's obsessions, pay bills, bid ridiculously stupid amounts of dosh for items on ebay that I could probably get cheaper elsewhere, pick up neighbour's cat **** from my garden, write poetry, hoover the house with a baby in my arms, pretend I'm 'in' with the vogue mums at toddler group - even though I'm about as antiquated as a jukebox, ring governmental departments whilst hushing a screaming baby, go hours without a cuppa - heck, I can even do most of the aforementioned all at once! However, what I'm definitely NOT programmed to do is have an understanding of the workings of the internet.

Andrue, much as I appreciate your time in posting your links, I'm afraid I am a very 'girly' girl, and can just about change a light bulb, so messing about with faceplates is completely over and above my capabilities. The second link you provided regarding router stats, I couldn't figure out where the actual program was to run! It just seemed to be someone discussing their involvement in how router stats began, from what I could make out??!

I know that the people who do their best to help on this forum are incredibly knowledgable regarding the internet and computers in general, and I am certain provide invaluable assistance to people who frequent this board. However, I find it really difficult to understand a lot of the jargon and technical side of things. It is just not my forte, unfortunately. I'm sure you must be thinking that what you've armed me with is so simple, but for the likes of a technophobe such as myself - I'm afraid it goes straight over my head, and loses me.

Thank you both for your time and input - it is appreciated. However, I think I'll just have to contact support again, and maybe get an engineer out if the problem continues.

Onwards and upwards!

Moonshine.

Steve · Mar 14, 2013, 06:54:21

If support ask you to try the test socket,I'm sure you'll cope.

http://www.idnetters.co.uk/forums/index.php/topic,1904.msg31528.html#msg31528

It's just BTw will do sod all for issues your side of the master plate except charge you for no fault found, that's why it's down to ourselves to sort that side.

andrue · Mar 14, 2013, 08:05:46

Quote from: Moonshine on Mar 14, 2013, 00:04:14The second link you provided regarding router stats, I couldn't figure out where the actual program was to run! It just seemed to be someone discussing their involvement in how router stats began, from what I could make out??!

At the bottom of that page is a link 'Back to download page'.

Removing the faceplate is not technical. All you need is a small screwdriver. If you don't have a screwdriver then a nail file would probably do. After both screws are undone the faceplate pops off and the socket is exposed and you can plug your modem in. It takes about 30 seconds and is probably the first step in investigating connection issues.