SSE broadband feedback

deanos

school holidays that's why its gone to all day

nomaddjs

Marksfish wrote: »

Congestion starts for me about 10am now and continues to past 11pm. Make a complaint and ask for your login details so that you can run Tap3 tests on the BTOR speedtest site.

Could you let me know how to access BTOR? I've never heard of it. What login details do I need?

Marksfish

They will only recognise the BT speedtester (BTOR = BT Openreach) located here: http://www.speedtest.btwholesale.com/

You can run a first test, then it will ask if you want to run further diagnostics. You have to put in your telephone number to run the test. If this test returns a fail, take a screenshot and use it to harass SSE. If you fail this test, you will be offered the chance to run even more tests, but you have to change the connection details in the router, which is why you need your SSE connections details.

It should be noted though, that this site usually will always report the upper speed reported by other sites as it uses multiple threads. I found this description of the difference on the Thinkbroadband forums:

BT speedtester is multi threaded. I believe it uses 9 threads but could be wrong.
Let me use a basic analogy to explain this to you. Lets say I have 10Mbps bandwidth between 2 houses.

House 1 downloads a file. House 2 downloads a file. Both houses get 5Mbps each.

Now, instead, house 1 downloads a file with 9 threads. House 2 downloads a file with 1 thread.

House 1 now gets 9Mbps, House 2 gets 1Mbps.

See how multi-threaded downloads mask congestion... -

Hope this helps.

nomaddjs

Marksfish wrote: »

They will only recognise the BT speedtester (BTOR = BT Openreach) located here: http://www.speedtest.btwholesale.com/

You can run a first test, then it will ask if you want to run further diagnostics. You have to put in your telephone number to run the test. If this test returns a fail, take a screenshot and use it to harass SSE. If you fail this test, you will be offered the chance to run even more tests, but you have to change the connection details in the router, which is why you need your SSE connections details.

It should be noted though, that this site usually will always report the upper speed reported by other sites as it uses multiple threads. I found this description of the difference on the Thinkbroadband forums:

Hope this helps.

Cheers, yeah I've run both tests on BT... sadly they both come back as max 38mb...
My exchange is massively overloaded, the guy said maybe a lot more people are now using fibre on the exchange. Because the box is built into a wall apparently it can't be expanded.

Reality however is that I am getting 1/4 of 38mbps on a good day and less than 1/10 on a bad day. But how can I prove it if the BT test is saying I'm getting max speeds?

Even the alternative multithreaded test I've done is showing something between 28 mb initial peak and down to 12 mb and less.

Would I have the same issue with Sky, do they still connect me to the same exchange I take it? (No virgin in the area)

Marksfish

It is the congestion caused by SSE using Daisy whom they don't appear to have purchased enough bandwidth from!! Using Sky, Plusnet, BT, etc I never experienced these problems (a lie actually as it happened when I first joined PN but they added more capacity quickly).

I have used testmy.net and set up a auto test for every 30 minutes.You can then get a graph showing when the connection speeds and slow downs, but you have to remember to set it to run again after 100 tests. I am using that for evidence as well trying to download files and taking a screenshot of the results. I am lucky enough (if you can call it that) for my BT speeds to have actually slowed now as well and my BT tests are failing. Gather as much as you can as you will need it if you have to go to the ombudsman.

SSE know there is a problem but cannot acknowledge it otherwise they give everyone an automatic get out. They have closed the service currently to new subscribers that are not already SSE customers for gas or electricity, which says heaps to me!!

If you have the Thinkbroadband speed tests, you can clearly see the difference. There is also a line quality monitor you can set up and mine is showing a lot of packet loss regularly.

Mark

nomaddjs

This is what I am getting on thinkbroadband

Marksfish

When your multithread speeds goes that low, that is when to try the bt tester and you may get a result to help you.

Mark

nomaddjs

BT



Testmynet

Marksfish

Looks like a very familiar connection unfortunately :eek:

You need to register the complaint with SSE first off, to get the ball rolling. Then, while they waffle and tell you there is no problem, you keep recording your speed tests.

Unfortunately it is like beating your head against a brick wall, until you find someone that takes your seriously. Escalate the complaint to a manager and try to keep in contact with the same person. There is no overnight magic cure unfortunately

Mark

nomaddjs

Marksfish wrote: »

Looks like a very familiar connection unfortunately :eek:

You need to register the complaint with SSE first off, to get the ball rolling. Then, while they waffle and tell you there is no problem, you keep recording your speed tests.

Unfortunately it is like beating your head against a brick wall, until you find someone that takes your seriously. Escalate the complaint to a manager and try to keep in contact with the same person. There is no overnight magic cure unfortunately

Mark

If I go down the route of escalating the problem, what would be my response when they inevitably blame it on traffic congestion/BT & the exchange?