Nightmare changing packages

[reef]

Hi everyone,

After recieving the letter saying the price of the package I was on was going to go up by £2.50, I decided reluctantly to move from Karoo Max 2 to the new Mid 2 package. All seemed to go well and I was changed over on Thursday, but this is when the problems began.

Since the changover I get constantly disconnected within 5 minutes and it is basically unusuable. Im lucky if I get to see 2 or 3 webpages before it times out and then eventually drops. The line was absolutely flawless on ADSL, Ive tried the master socket and no difference and the router Im using is on Karoos list (ZyXel 660-HW). According to karoos speed checker I should be getting up to 14Mbit and the line attenuation would certainly support that view. However its obvious there is a problem somewhere as it is constantly trying to connect at anywhere from 10.5-11.5Mbit and failing too at that.

Here are the line statistics if they are of any use. On ADSL it connected at about 6.9Mbit and the noise margin both down and up were much better. Certainly the 5dB seems incredibly poor for the upstream and I believe could be the problem.

WAN Port Statistics:
Link Status: Up 
Upstream Speed: 937 kbps
Downstream Speed: 11034 kbps
 
noise margin downstream: 6 db
output power upstream: 19 db
attenuation downstream: 21 db

noise margin upstream: 5 db
output power downstream: 11 db
attenuation upstream: 16 db

Ill be contacting KC tomorrow but wondered if anyone has experienced the same or have any suggestions on what could be causing the problem?

Cheers,
reef

[bashdabish]

Depends what you mean by the master socket?

• Unless you have an NTE socket where the bottom half can be removed revealing a test socket then the results are not conclusive. Placing into the test socket will eliminate ALL internal cabling.
  
• If you are in the NTE test socket then swap the filter....just in case.
  
  • Ensure the filter is the first thing plugged in.
    
  • Any minor fault on your line can become an issue at higher speeds.
    
    • If fault still present then likely to be an issue with the line prior to your premises and KC will sort.

[reef]

By master I mean the main socket into the house. From this appears to be a line to upstairs fitted by KC (both faceplates are KC ones) where the router is plugged in. I tried the router in the 'main' socket with just a microfilter and line to the modem (no phone) and experienced the same issues.

It appears to be slightly better during the day - it connects higher (Ive seen 12.7Mbit) and seems more stable, though still drops occasionally. However then in the evening becomes unusable.

The SNRs seem exceptionally poor, when on ADSL the downstream was generally 9-10dB and the upstream even higher, now on ASDL2 Im lucky if it ever goes above 6dB.

[bashdabish]

If you have a socket similiar to this



Then remove the bottom faceplate and place filter/adsl and phone into this. By placing into the test socket, you are disconnecting any extension sockets and plugging direct into the incoming line.

[reef]

A quick update on this, I removed the faceplate and tried the master socket and it was still terrible, so I contacted Karoo and they said my line was on the 14mbit profile (what it should get down this street) and was failing so they put it down to 12Mbit. The next evening came and it was still just as bad, so I called them again and now its at 10Mbit and you guessed it... same problem.

Strangely my line isnt capable of 1Mbit up either, 828Kbps is the most it can manage.

Current stats:

WAN Port Statistics:
Link Status: Up 
Upstream Speed: 828 kbps
Downstream Speed: 10240 kbps

noise margin upstream: 6 db
output power downstream: 11 db
attenuation upstream: 16 db

noise margin downstream: 9 db
output power upstream: 19 db
attenuation downstream: 21 db

There has to be an issue with the line somewhere. The upload is particularly poor. Anyone else not manage to get the maximum upstream?

[Hígh Treason]

I doubt anyone get's their full upload speed. Probably makes damn near no difference at such low speeds anyway.

I'm gonna blame your Router - the ZyXEL P600 series are an absolubte joke, if you can borrow one of someone else it might be worth checking out.

Could also be that your line has problems with ADSL2+ (Which isn't as stable as plain ADSL), open your routers configuration (usually type 192.168.1.1 into your browser and enter the password... It will be 1234 if you haven't changed it.) and look to the left, there should be some Networking/WAN option on the left, Somewhere will be a box to set the line mode, it will likely be "Multimode" - Set that to "ADSL" and press save - Your router will re-connect, somewhere between 7680 and 8192Kbit/s Down and around 900Kbit/s Up. In theory, if your line now works, you can ring KC and tell them that the line only stops working with ADSL2 - Don't expect them to do anything about it though. Personally I only use ADSL1 here with a USB modem, because it's actually more stable and faster (In the end, due to stability) than the 12Mbit/s ADSL2 that I can actually acheive.

[Adrian]

Most lines get the 1024Kbit upload speed... With those line stats you should be able to connect at around 18Mbit depending on line conditions, quality and cabling etc..
ADSL2+ is generally more stable than ADSL as it has improved error correction and a few other enhancements over the ADSL standard. Again depends on line quality as sometimes there are problems using ADSL2+ on higher attenuation lines, in which case ADSL2 (not ADSL2+) can be used to get some improvement over ADSL.

[reef]

Its as bad as ever tonight - disconnections every couple of minutes. It seems that no matter how many times they lower the profile on my line it makes absolutely no difference. I took cabling out of the equation by using the master socket (even though Im actually using the main socket with no extension cables anyway) and again no change.

The line stats would suggest Im pretty close to the exchange, so there has to be a fault somewhere. Even on standard ADSL my line could only manage 6.9Mbit, but at least that was stable. Im not really sure what I can do other than to keep badgering KC, but their answer to everything seems to be to lower the profile and all it does it slow it down but not help stability.

Fortunately I dont online game anymore, or my first hop ping of 8ms on ADSL becoming 30ms on ADSL2 would also be an issue. Can they get anything right?

[Hígh Treason]

At this point I believe that it might be worth ringing them and saying that according to the law, you signed a contract stating that you would recieve a certain service and pay for it and that as you are not recieving the service, you won't have to pay for it soon and that contract will be invalid. Tell them that if they don't get an engineer to fix the line you will have te refuse payment as you are not recieving the service they are contracted to provide.

It might be worth studying Breach of Contract laws... Even type "Breach of Contract" into Wikipedia, it may be useful.

[bashdabish]

Its as bad as ever tonight - disconnections every couple of minutes. It seems that no matter how many times they lower the profile on my line it makes absolutely no difference. I took cabling out of the equation by using the master socket (even though Im actually using the main socket with no extension cables anyway) and again no change.

The line stats would suggest Im pretty close to the exchange, so there has to be a fault somewhere. Even on standard ADSL my line could only manage 6.9Mbit, but at least that was stable. Im not really sure what I can do other than to keep badgering KC, but their answer to everything seems to be to lower the profile and all it does it slow it down but not help stability.

Fortunately I dont online game anymore, or my first hop ping of 8ms on ADSL becoming 30ms on ADSL2 would also be an issue. Can they get anything right?

Let's be practical about this. If you have the same issue in your test socket then it is either filter, RJ11 cable, router or line. To save getting any kind of charge if found to be your equipment, borrow a filter/RJ11 and router from a neighbour/friend/relative etc. Once you are happy your equipment is not at fault, book an engineer visit. Your problem will get sorted.

Not sure about High Treasons advice. Seems a bit over the top.