Slow Browsing Issue Temp Fixed By Making / Receiving Phone Calls ?? Help Please

catz747

Hello,

We've had an ongoing issue with our ISP about slow browsing issues, the downloads were slow too but they seem to have fixed those.

From the beginning we've notice that the internet is much faster after we ring technical help (even from when being in the queue), after they ring us & the same for their customer services. Not every time but mostly, & we've tried ringing a mobile & ringing ourselves from a mobile & it didn't work the same. We don't really use the phone a lot. Last time the engineer came he plugged his monitoring console in & used the phone & then said there was no problem cause obviously they had temporarily fixed it :cool: It also gets fixed when they 'reset' at their end but all this might work a few hours or a day & then it's slow again.

We've elimiated the following from the issue:

Not the laptop
Not a wireless issue
Not the router
Not the filter
Not our Sky
ISP has changed the port

Obviously they're scratching their heads & we are & I think from their point of view the only things left to do are something to do with the underground cable / telegraph pole, or someone's sky is interferring (but they would expect more complaints in the area than just me).

All we have left to try is a different phone with a different cable to the filter (although I would have thought they would pick up any noise / interference with their devices?) ....

Overall for the changes & tests and stuff they've done, it is better most of the time but not wonderful. We even changed to an ADSL2+ package as they said that would fix it but it hasn't.

So please if anyone knows anything at all we can try let us know - it's working great right now cause customer services rang to tell me they changed the port on Saturday.

espresso

catz747 wrote: »

Overall for the changes & tests and stuff they've done, it is better most of the time but not wonderful. We even changed to an ADSL2+ package as they said that would fix it but it hasn't.

So please if anyone knows anything at all we can try let us know - it's working great right now cause customer services rang to tell me they changed the port on Saturday.

Post your router stats. see here but it sounds like you really need to switch to a better ISP. They are not all the same despite what some may say!

catz747

They keep telling us it's great at their end, problem is they are the only landline ISP provider in these parts, other than them k a r o o (you don't think they look in these forums do you?) there's mobile internet

Port Status TxPkts RxPkts Collisions Tx B/s Rx B/s Up Time
WAN PPPoA 99919 136999 0 1044 8498 04:47:11
LAN 10M/100M 2519 0 0 57 0 04:47:49
WLAN 11M/54M 138993 104024 0 8615 1106 04:47:40


ADSL Link Downstream Upstream
Connection Speed 9211 kbps 1021 kbps
Line Attenuation 35 db 10 db
Noise Margin 13 db 10 db

Eeep is there some way to make that look tidier or is that ok?

kwikbreaks

This is the important bit..

catz747 wrote: »

ADSL Link Downstream Upstream
Connection Speed 9211 kbps 1021 kbps
Line Attenuation 35 db 10 db
Noise Margin 13 db 10 db

Your sync is down a fair bit on what it should be.
Have a read about ringwire removal - http://www.kitz.co.uk/adsl/socket.htm

The vast majority of problems are caused by internal wiring rather than there being anything wrong with the actual line. This is even more likely to be the case after an engineer has given the line the OK.

The second major cause of problems is iffy wireless.

There are line fault conditions which can cause a router to resync when a call is made or received but that is just as likely to make it slower as faster and with no evidence other than anecdotal nobody is going to take this seriously. You'd need to check you router to see if it did resync and frankly I doubt that it does.

catz747

We've had the faceplate off the socket & plugged into the master socket which didn't make a difference but I'll look into that ringwire thing now.

EDIT: Oh, it says to remove the ringwire if the connection is better without the faceplate on which it wasn't so is there any point removing it? .... going to look now ......

Like I said we've eliminated wireless issues & the only other clue I have is that I told the guy that it goes faster when they ring us & he said that it had dropped at their end - it didn't seem to disconnect at my end, there was just a lag.

Oh, the lady on the helpline once mentioned about an old socket in our house which there is but it doesn't seem to be connected to anything.

catz747

Mmm I looked behind the faceplate - it has no wires attached to it but 4 wires come in through the wall - orange & white and black & green. Not sure where orange & white go to - somewhere in the top of the box and the black & green go nowhere

espresso

catz747 wrote: »

They keep telling us it's great at their end, problem is they are the only landline ISP provider in these parts, other than them k a r o o

So are you saying that you can now get Sky broadband in Hull?

kwikbreaks has covered the info provided by your line stats. You should be able to eliminate any possible problems caused by your own internal wiring by using the master test socket.

catz747

Yeah we did the master test socket thing with the engineer & there was no difference.

Sky broadband? No, the engineer told me that other people's sky can send dodgy signals down the phone lines.

Sorry, it should read "other than them (K a r o o) there's mobile internet"

The other thing is, it's working ok now since they rang us so surely the line stats will reflect that? This is why we / they are having problems finding the probem I think? They ring us or we ring them - it temporarily fixes & they look at the stats & they show it's fine.

ComplexP

Line faults are rare but as someone who has first hand experience with this I'll add my two cents...

I had an issue for years with slow broadband, frequent disconnections and modem noises on my phone line. Using the phone would often cause the connection to fail.

It finally turned out to be a loose wire on the line outside my house at the pole.

Only way to track something like that is to contact your ISP and get them to send a broadband engineer to check the property. BT will not send a broadband engineer unless it is an isp requesting. If you have tried everything else, I'd recommend that.

catz747

Thanks, they sent an engineer twice & the last one told me on Friday he wanted to do 2 things but 1 at a time to detect the problem - 1) change port 2) sort out the underground cable & go up the pole. He rang his boss who told him the line stats were fine, do neither go to another job I want you to do.

Well customer services rang me this morning because I had had to complain about the bad attitude of some of the staff & the lying to me & getting us to change to a capped package etc. etc. & I told her then that the engineer told me the last option is the underground cable & pole so I'm really hoping they'll send him to look.

I wonder if ours are the cables with trainers on the line hey ho! I haven't looked lately (Just looked - nope it's not our line - can see out of the bathroom window - strangely the poles are at either end of our terrace (4 houses) & there is one line to each pole = 2 lines from this set of houses - very odd.

Thanks everyone for your help.