Help for a mate, please!

Simon · Mar 13, 2009, 16:41:06

I contacted James this morning, regarding a friends problem with his IDNet connection. He is experiencing very slow browsing speeds, but says emails are working fine. One thing of note is that, as I found out last night, his internet security (F-Secure) hadn't updated since Feb 5th, and was displaying 'updates suspended'. Not sure if this is connected to the speed issues, but a reinstall of F-Secure seems to have cured the updates problem.

He's not the most patient of people when it comes to trying to get computers to work properly, so I said I'd pop round over the weekend and try to help, but wanted to first try to eliminate any possible issues (DNS?) at IDNet's end, hence my contact with James. He poked into the connection, and sent me these stats, but they don't mean much to me, and I wondered if someone would be kind enough to translate? Apologies for lack of formatting!

Upstream Link Info

Loop Loss    Loop Loss Add Text    SNR Margin    Errored Seconds    HecErrors    Cell Count    Speed
19
   19    0    0    23550760    448


   Downstream Link Info

Loop Loss    Loop Loss Add Text    SNR Margin    ErroredSeconds    HecErrors    CellCount    Speed
34
   9    0    0    383628773    3776


   DSL Max Data

   BIP Interface Data

Current line rate    Line rate change timestamp    Maximum Stable Rate Recalcuated    ProfileTimestamp    Maximum Stable Rate
3000    2009-02-25T23:37:15    N    2008-03-11T04:55:05    3424



Fault Threshold Rate    Interleaving Flag    ServiceOption    ServiceOption Status    ServiceOption Update Timestamp
2739    A    1
   2008-03-30T12:03:01

Rik · Mar 13, 2009, 16:44:58

It looks OK, Simon, though his sync speed is a bit lower than I would have expected for a 34db line, at 3776. That fits with the FTR being set at 2739, though, so it looks like he's never gone much faster. He has a target NM of 9db, so BT's DLM software has tried to stabilise the line, which suggests you want to try the test socket if he has one, otherwise minimise the number of extensions and dump the ring wire.

Simon · Mar 13, 2009, 16:54:23

I don't think he'd go for any major surgery, Rik. His browsing speed has only been compromised over the last couple of days. He'd just be happy to get it back to how it was before, even if it wasn't perfect.

Simon · Mar 13, 2009, 16:54:55

Am I right in thinking that he can disconnect his single, one room, Sky box from the phone socket?

Glenn · Mar 13, 2009, 16:55:57

If the contract has run over 12 months, there is no requirement for it to be connected

Simon · Mar 13, 2009, 16:58:21

Thanks Glenn, I'm pretty sure it has, and that may help.

Lance · Mar 13, 2009, 16:59:10

And as its not multi-room if its under 12 months sky don't check to see if it is connected!

Simon · Mar 13, 2009, 17:08:19

That's what I thought.

Rik · Mar 13, 2009, 17:14:10

It would still be worth doing the experiments to see if his wiring is an issue. That way, you've eliminated everything you need to and, if necessary, IDNet can get BT involved.

Simon · Mar 13, 2009, 17:23:03

I'll see what happens tomorrow, Rik.

Simon · Mar 13, 2009, 20:21:03

Just got him to do a speed test. Profile is 3K. Line is as reported earlier, 3776, I think, but throughput is down to 56Kbps.

LesD · Mar 13, 2009, 20:35:45

Quote from: Simon on Mar 13, 2009, 20:21:03
Just got him to do a speed test. Profile is 3K. Line is as reported earlier, 3776, I think, but throughput is down to 56Kbps.

If this is a new problem that has occurred over the least two or three days something must fundamental have changed in my opinion.

So if his Sky box has been connected when the speed was OK then I would not suspect it unless it has developed a fault.
Likewise with his bell wires but what may have gone down is an ADSL filter or failing that has one been inadvertently removed and not replaced. Just a thought.

Simon · Mar 13, 2009, 20:48:16

Thanks Les, any thoughts welcome. Am I correct in thinking that this indicates a problem his side of the wire, so to speak?

LesD · Mar 13, 2009, 20:59:46

Quote from: Simon on Mar 13, 2009, 20:48:16
Thanks Les, any thoughts welcome. Am I correct in thinking that this indicates a problem his side of the wire, so to speak?

It isn't BT at his exchange with an IP Profile in line with his synch speed but anywhere in the connections from his exchange to his router could be giving rise to this sort of result. 56 kbps is dial-up speed so it has to be a fundamental issue!

Presumably his voice (not ADSL) part of the telephone line is OK. He could try the quiet line test by by dialling 17070 or having his line checked automatically on line. Take a look here if you are unfamiliar with the process.

Inside his premises I would look for anything that is new or that has changed very recently. He hasn't had a new phone or answering machine etc. and not filtered it. If not unplug all the other telephony equipment and see if that makes a difference. Start simple and do a logical process of elimination, I know, often easier said than done!

Simon · Mar 13, 2009, 21:04:43

Thanks again, Les. i'm sure all the information is already here to be found, but hell, it's another thread!

LesD · Mar 13, 2009, 21:08:09

Quote from: Simon on Mar 13, 2009, 21:04:43
Thanks again, Les. i'm sure all the information is already here to be found, but hell, it's another thread!

No problem.

This is the link to where you enter you mates phone number to get the line checked it's free and I have done it with my number from work so I think you could do it on his behalf, if you know his number that is!

QuoteYou'll need to run this check using a PC connected to a different line and ensure that the line you wish to check is unused

I have just seen this on the page I gave you above so it looks like someone else will have to do it for him!

Glenn · Mar 13, 2009, 21:15:15

Also if his phone provider is not BT the the test will not run.

"There is no BT service recorded against this number. It may be possible that another company provides the service, in which case you will have to contact that service provider to report the problem."

LesD · Mar 13, 2009, 21:28:44

Quote from: Glenn on Mar 13, 2009, 21:15:15
Also if his phone provider is not BT the the test will not run.

"There is no BT service recorded against this number. It may be possible that another company provides the service, in which case you will have to contact that service provider to report the problem."

I take it you are not with BT then Glenn.

When I first left BT getting on for a decade ago and started with Cable & Wireless, who became ntl then nPower and finally (Oh horror) Tiscali I did still rent the line from BT and in those days the test did still work for me but I guess from what you say it does no more. After Tiscali screwed up my broadband and I came to IDNet, in disgust I ditched their phone service too and despite thinking I never would, I came back to BT. Ah reminiscing but this is not helping Simon's mate!

Glenn · Mar 13, 2009, 21:32:12

No I haven't been with BT for around 6 or 8 years

Simon · Mar 13, 2009, 21:43:15

Update: He's disconnected and reconnected everything except the Sky box, rebooted the router, and everything's back to normal. I didn't push him to do another speed test, but I'll do one from his machine tomorrow night, just for interest.

LesD · Mar 13, 2009, 21:50:25

Quote from: Simon on Mar 13, 2009, 21:43:15
Update: He's disconnected and reconnected everything except the Sky box, rebooted the router, and everything's back to normal. I didn't push him to do another speed test, but I'll do one from his machine tomorrow night, just for interest.

I bet he could reconnect the Sky Box too. My gut feeling is that it is going to remain one of life's little mysteries!

If the Sky Box has started to make a difference either it or its filter has gone down. When I started with Broadband I was warned that some filters were no good with Sky Boxes but never had a problem with mine. Then one of my daughters went for Broadband and her speed was lousy from day one. A process of elimination showed it to be the cheapo filter on the Sky Box connection. I put a proper one in its place and all was well.

Simon · Mar 13, 2009, 21:56:48

He loses the will to live at having to reboot the router, so now he's got it working, even if by fluke, he won't touch anything else. Give him a guitar or some car magazines. and he'll be happy for hours, but technical stuff just winds him up.

LesD · Mar 13, 2009, 21:59:33

Quote from: Simon on Mar 13, 2009, 21:56:48
He loses the will to live at having to reboot the router, so now he's got it working, even if by fluke, he won't touch anything else. Give him a guitar or some car magazines. and he'll be happy for hours, but technical stuff just winds him up.

It's just good to know that he's sorted.

Sebby · Mar 14, 2009, 00:45:53

Quote from: Simon on Mar 13, 2009, 21:56:48
Give him a guitar or some car magazines. and he'll be happy for hours, but technical stuff just winds him up.

I can understand that!