reply

[geordieboy]

hi how long will it take for reply (sent email about low down load speed)

thanx
geordieboy

[Rik]

I can't really say, support are usually pretty quick to respond, but I couldn't quantify that. If it's very urgent, you'd do better to phone.

Have you given them a BT speed test result? If not, get one as I'd bet they will ask for it. Has your sync speed dropped, or only throughput?

[geordieboy]

hi thanx for reply i have just done bt speed test when i download i ony get no more than 250 kbps bt result was 217 kbps

geordieboy

[Rik]

What was/is your sync speed and noise margin (downstream)? Did the BT result show a profile of 250? It sounds as if your line has been very unstable, have you noticed sync dropping?

[geordieboy]

here is router info:
Downstream     Upstream
   
Data rate 6272  448 
   
Noise margin 9.5  21.0 
   
Output power 19.8  12.1 
   
Attenuation 40.0  22.0 


bt test result was 217 kbps
geordieboy
   

[Rik]

A few more questions (always with the questions ):

Did the BT speed test give a profile of 250?

Do you know if your target noise margin has been increased?

Have you noticed the router losing the connection frequently, does the router log such events?

At the moment, my feeling is that you've had a lot of instability on the line and the BT profile has been dropped in response. If that's the case, holding a stable connection for a few days should restore your speed - but only if the cause of the instability has been dealt with.

[geordieboy]

i use du meter for useage ,bt give profile of 217 kbps

noise margin has not ncreased
router connection has been fine
i have a belkin wireless G router don't tink it logs such events

geordieboy

[Rik]

Hi

BT would not give a profile of 217, if that's the throughput it reports, the nearest profile would be 250. The BT report looks like this:

    IP profile for your line is - 500 kbps
    DSL connection rate: 448 kbps(UP-STREAM)  5088 kbps(DOWN-STREAM)
    Actual IP throughput achieved during the test was - 441 kbps

It's that first line I would like to know.

If your profile is low, and your router does not log disconnections, then you will need to talk to support, as they will be able to see when, and how often, your connection has dropped.

[geordieboy]

hi result were:
IP profile for your line is - 250 kbps
    DSL connection rate: 448 kbps(UP-STREAM)  6272 kbps(DOWN-STREAM)
    Actual IP throughput achieved during the test was - 217 kbps



geordieboy

[Rik]

OK, that's what I expected to see. Your profile has been dropped, almost certainly as a result of instability on the line. Your options are to wait three days and, provided you have a stable connection it will recover (possibly more quickly), or to contact support and find out how many disconnections you have. Many disconnections are the result of local noise pickup, ie in your phone wiring. It's important to resolve any such issues before getting an engineer out as you may otherwise end up with a BT bill for £160+.

[geordieboy]

hi rik i will wait for the three day to see what happens thanx for your help


geordieboy

[geordieboy]

just an update as of today speed back to normal still have not any word from support


geordieboy

[Rik]

Glad your speed's improved.  I'll ask about your email.

[Simon_idnet]

Hi geordieboy

We did receive your email yesterday and we replied to you yesterday. Please note that we received your email from your new @idnet.com address (rather than your old @idnetfreemail.co.uk address) so our reply went to that mailbox.

Regards
Simon

[geordieboy]

hi simon thanx for reply sad to say i dont use that (@idnetfreemail.co.uk )

thanx

geordieboy