Line Problems. What Next?

[chrisjs]

Hi All.
Just spent ages writing my post only to loose it when I previewed and saw a "you must be logged in" message - I had been!   

Anyway, lurking and searching have usually provided the help I have sought, but I think I need something more specific on this occasion; all suggestions appreciated.

In summary, I have been with IDNet adsl for several years, after escaping from Tiscahelli, and moved to ADSL2+ in May 2012; my phone is with BT. For many months I enjoyed ADSL2+ speeds >17Mbps, probably because I can almost throw a rock at the exchange. A few months ago I started getting horrible noise on POTS calls which, a couple of weeks ago, turned into a hard fault BT would respond to. Surprisingly, even when I had no dial tone, adsl kept working, albeit with some issues. After initially telling me it was probably my fault and that I would have to pay £99 if it was, BT fixed the line problem a week ago; there is now very little noise on a quiet line test whereas a couple of weeks ago there was lots. However, I am still only getting 12Mbps instead of the 17Mbps I used to enjoy and I would appreciate advice on how to proceed to get full speed back.

In the detail that follows I have used the "old" thinkbroadband (TBB) speed test results throughout as I have them for the key times. Apologies for the loss of format on the router data; hopefully it's clear enough.

Equipment
Windows 7 PC, BT Business Hub (aka 2Wire 2700HGV). My router stays on 24/7.

May 2012 Data – All Services Good

TBB = 17.2 Mbps
Downstream Rate:    20929 kbps
Upstream Rate:    1188 kbps
Channel:    Fast
Current Noise Margin:    8.1 dB (Downstream) 5.9 dB (Upstream)
Current Attenuation:    12.3 dB (Downstream) 4.0 dB (Upstream)
Current Output Power:    18.5 dBm (Downstream) 12.0 dBm (Upstream)

   Current 24-Hour Interval   Current 15-Minute Interval
ATM Cell Header Errors:   0   0
ATM Loss of Cell Delineation:   0   0
DSL Link Retrains:   0   0
DSL Training Errors:   0   0
DSL Training Timeouts:   0   0
DSL Loss of Framing Failures:   0   0
DSL Loss of Signal Failures:   0   0
DSL Loss of Power Failures:   0   0
DSL Loss of Margin Failures:   0   0
DSL Cumulative Errored Seconds:   0   0
DSL Severely Errored Seconds:   0   0
DSL Corrected Blocks:   0   0
DSL Uncorrected Blocks:   0   0
ISP Connection Establishment:   1   1

March 2013 Data – POTS Noise Problems

TBB = 8.3 Mbps

Downstream Rate:   7756 kbps
Upstream Rate:   444 kbps
Channel:   Interleaved
Current Noise Margin:   15.4 dB (Downstream) 11.5 dB (Upstream)
Current Attenuation:   20.9 dB (Downstream) 12.9 dB (Upstream)
Current Output Power:   20.7 dBm (Downstream) 12.5 dBm (Upstream)

   Current 24-Hour Interval   Current 15-Minute Interval
ATM Cell Header Errors:   177   2
ATM Loss of Cell Delineation:   176   2
DSL Link Retrains:   2   0
DSL Training Errors:   2   0
DSL Training Timeouts:   0   0
DSL Loss of Framing Failures:   3   0
DSL Loss of Signal Failures:   3   0
DSL Loss of Power Failures:   0   0
DSL Loss of Margin Failures:   3   0
DSL Cumulative Errored Seconds:   5   1
DSL Severely Errored Seconds:   4   0
DSL Corrected Blocks:   187   10
DSL Uncorrected Blocks:   175   2
ISP Connection Establishment:   133   133


April 2013 Data – 1 week after POTS Fixed by BT

TBB = 12.1 Mbps
Downstream Rate:   14126 kbps
Upstream Rate:   1181 kbps
Channel:   Interleaved
Current Noise Margin:   15.0 dB (Downstream) 6.1 dB (Upstream)
Current Attenuation:   12.3 dB (Downstream) 4.1 dB (Upstream)
Current Output Power:   18.3 dBm (Downstream) 11.7 dBm (Upstream)

   Current 24-Hour Interval   Current 15-Minute Interval
ATM Cell Header Errors:   886   0
ATM Loss of Cell Delineation:   880   0
DSL Link Retrains:   12   0
DSL Training Errors:   12   0
DSL Training Timeouts:   0   0
DSL Loss of Framing Failures:   21   0
DSL Loss of Signal Failures:   21   0
DSL Loss of Power Failures:   0   0
DSL Loss of Margin Failures:   21   0
DSL Cumulative Errored Seconds:   21   0
DSL Severely Errored Seconds:   21   0
DSL Corrected Blocks:   893   0
DSL Uncorrected Blocks:   868   0
ISP Connection Establishment:   506   506

[Steve]

It's the downstream margin that's dropping your sync and it's not going to improve unless your connection achieves some stability, question is why is it unstable, I think you need to check (again)your side of the master socket for noise/ interference ie swap filters and modem if possible and use the test socket. You've had 12 retrains in the previous 24 hours on those stats and if you can clear your side of the socket as a cause then hopefully BT will not charge for a fault on their side of the socket.

[Simon]

As to the 'lost' post, make sure your browser accepts, and is allowed to store, the forum cookie - that way, you should stay logged in. 

[chrisjs]

Thanks Admins. Hopefully I will not loose posts again.

It will take me a few days to organise it, but i should be able to swap filters and move the modem / router to the master socket, at least long enough to see if it helps.

However, regarding reporting to BT, can I even mention "internet problem" without getting charged for whatever needs doing next? To put it another way, what quality / quantity of service, via IDNET, counts as worthy of (free) repair?

Regards,
Chris

[Simon]

You shouldn't be charged for any repairs needed on BT's side of the master socket, hence the need to eliminate any of your internal equipment from being the cause. 

[Steve]

Certainly before the voice fault you had a good line, so it's probably the repair/ switch or whatever BT did that's still the issue but it saves you pennies if you know your side is ok.