Modem Sync Speed halved

Connection issues, drop outs or speed related faults for ADSL and ADSL2+ services
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squeakytown
Posts: 134
Joined: Thu May 26, 2005 1:10 pm

Modem Sync Speed halved

Post by squeakytown » Mon Jan 27, 2014 3:00 pm

Hi,

While I already have an open issue, I want to raise this with the forum for further advice / clarification.

The area I live in has been providing a stable 4500-5000 sync speed for the past 15 years. This is for various houses and providers within a radius of 200m.
Over the last couple of months I and other houses in the area have been experiencing sync reduction. Some of the time, getting Exetel to 'rebuild' the line puts the speed back for a period of time.

This month the sync speed dropped again to below 3000 and the rebuild didn't work (yes we have been through all the test / different routers etc but the result does not change).
Exetel find no line errors. I agreed to escalate with Telstra and the technition came out and advised that there was a fault just outside the house causing a very large amount of errors.
Why can't Exetel detect these errors?

A couple of days later Tesltra did some more work and declared the problem resolved. No contact was made by Telstra directly with me at the premises nor did they work at the pits outside my house.
There was a slight improvement with the sync speed reaching 3200, but as of this morning (4 days later) the sync speed has now dropped to 1700 and is remaining there (Exetel tried 'rebuilding' the line again with no affect).

Again Exetel cannot find any issues with the line and again I have asked it to be escalated with Telstra.

I have now heard Telstra policy is that a anything over 1.5mb when your over 3km from the exchange is acceptable and grounds for them not do anything.

My issue is that the area has consistently provided 4500-5000 sync and I am supposed to accept 1700 is now good enough?
Something must have changed to reduce the sync rate.
If Telstra refuse can I do anything about it?

Thanks
Dave.

Sumudu D
Exetel Staff
Posts: 115
Joined: Sun Aug 25, 2013 6:24 pm
Location: Australia

Modem Sync Speed halved

Post by Sumudu D » Mon Jan 27, 2014 3:54 pm

Hi squeakytown,

we have already escalated new information to the supplier and we will keep you posted with updates as they become available. :)

squeakytown
Posts: 134
Joined: Thu May 26, 2005 1:10 pm

Re: Modem Sync Speed halved

Post by squeakytown » Thu Jan 30, 2014 6:53 pm

Hi - please provide any advice whatsoever...anyone...

Exetel have advised that for the third time Telstra cannot do anything for my service and it's working to acceptable limits.

As of now my sync rate is 1406 (down from a normal 4500 1 month ago, 3200 last week).

Given Telstra attended the site on the 14th of Jan and detected a line fault outside the premises after both Exetel and Telstra advised there was no issues. Since then Telstra have not been back to the premises to perform anymore testing.

Why cannot I get Telstra to attend the site to test the line again- since the original fault could only be detected this way?
Especially now I am below Telstras quoted 1500 acceptable speed?

I can't be the only customer who is not able to get a service restored to normal.

Dave

angelos
Exetel Staff
Posts: 1068
Joined: Fri Nov 09, 2012 11:22 pm
Location: Australia

Re: Modem Sync Speed halved

Post by angelos » Thu Jan 30, 2014 7:35 pm

Hi Dave,

Please note that as the speeds have gone below 1.5M we can try advising our wholesale supplier to investigate the matter again. However we will need your consent on the applicable fees for an incorrect call out again before doing so.

Please confirm this via the email which is sent along with this post itself and we will log another complaint to get a technician out again.

squeakytown
Posts: 134
Joined: Thu May 26, 2005 1:10 pm

Re: Modem Sync Speed halved

Post by squeakytown » Thu Jan 30, 2014 7:51 pm

Thank you.

Please please escalate back to Telstra that I am below their threshold.
I gladly consent to the fee as I have no other option available.
(If it will help please raise a new fault?)

Also I noticed with today's drop to 1406 sync download the upload sync dropped to 384. Before today it had always remained above 800.

Thank you so much
Dave.

angelos
Exetel Staff
Posts: 1068
Joined: Fri Nov 09, 2012 11:22 pm
Location: Australia

Re: Modem Sync Speed halved

Post by angelos » Thu Jan 30, 2014 7:55 pm

I will have to test the line again and an email has been sent to you requesting the provide a time frame for a line test to be done while all equipment are disconnected.

Please reply to that with a time frame in order to perform the test.

squeakytown
Posts: 134
Joined: Thu May 26, 2005 1:10 pm

Re: Modem Sync Speed halved

Post by squeakytown » Thu Jan 30, 2014 8:08 pm

Ok by the time you read this both phone and modem have been disconnected.

I'll wait for 1 hour before reconnecting the modem to check for an update on this post.

Thanks

angelos
Exetel Staff
Posts: 1068
Joined: Fri Nov 09, 2012 11:22 pm
Location: Australia

Re: Modem Sync Speed halved

Post by angelos » Thu Jan 30, 2014 9:01 pm

Ran the necessary line test..

However before escalating the issue further I need your confirmation on the charges via email, thus please reply to the email sent to you with the confirmation as advised here.

I will be able to put it through to our Supplier with the collected information.

Thank you.

squeakytown
Posts: 134
Joined: Thu May 26, 2005 1:10 pm

Re: Modem Sync Speed halved

Post by squeakytown » Sun Feb 02, 2014 12:12 pm

Hi,

Telstra had advised '..they need to arrange a POI (point of interface) change to restore your service'.

Can some summarise what this means?

Thanks.
Dave.

lasithah
Exetel Staff
Posts: 235
Joined: Mon Sep 05, 2011 5:42 pm
Location: Australia

Re: Modem Sync Speed halved

Post by lasithah » Sun Feb 02, 2014 3:42 pm

Hi Dave,
squeakytown wrote:Hi,

Telstra had advised '..they need to arrange a POI (point of interface) change to restore your service'.

Can some summarise what this means?

Thanks.
Dave.
POI change is arranging an alternate cable path to provide your service. If the current connection has got some issue that cannot be resolved a POI change is done if an alternate path is available :)

Hopefully your issue will be restored after the change.

squeakytown
Posts: 134
Joined: Thu May 26, 2005 1:10 pm

Re: Modem Sync Speed halved

Post by squeakytown » Mon Feb 03, 2014 7:33 am

Hi,
Do we know how far (from exchange to pit outside premises or node) the existing route will be bypassed?

The reason I ask is that the technician who attended the site on the 14th Jan advised quote'...there is a fault just outside the premises causing a large amount of errors...'
To date Telstra has not attended the site since.

Thanks
Dave

SajithaH
Exetel Staff
Posts: 53
Joined: Thu Aug 09, 2012 3:25 pm

Re: Modem Sync Speed halved

Post by SajithaH » Mon Feb 03, 2014 8:10 am

squeakytown wrote:Hi,
Do we know how far (from exchange to pit outside premises or node) the existing route will be bypassed?

The reason I ask is that the technician who attended the site on the 14th Jan advised quote'...there is a fault just outside the premises causing a large amount of errors...'
To date Telstra has not attended the site since.

Thanks
Dave
That depends on where they have identified fault(s) on the existing copper cable path.

shakows
Posts: 48
Joined: Wed Aug 03, 2005 6:11 pm

Re: Modem Sync Speed halved

Post by shakows » Fri Feb 14, 2014 1:19 pm

Is your upload still syncing at 384?

That sounds like you are on a ADSL1 port. Telstra artificially limited the upload speed on the Open (8MB) ADSL1 Ports

If you have dropped from say 800 up to 384. I would guess that you have been moved from a ADSL2 to ADSL1 port. Or some sort of profile has been applied

I didn't see any modem stats

Maybe you can post Up/Down Attenuation and Up/Down SNR and keep a track of it

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