main_icn_My_Vodafone main_icn_Search main_icn_Chevron_right main_icn_Chevron_down main_icn_Close main_icn_Menu social-facebook social-google-plus social-linkedin social-twitter social-youtube main_icn_Community_or_Foundation main_icn_Location main_icn_Network_signal

Broadband connection

Poor Broadband connection - Line problems? DLM reset?

2: Seeker

Hi,

 

I'm struggling to get help with this, I have been a Vodafone broadband customer since around June and have never had a decent connection to the cabinet and appears to be 'stuck' at 34999kbps. The line quality stats for the downstream doesn't look very healthy. The SNR is raised above the target of 6(?) I assume to attempt to remain stable be to my knowledge we have never had much of an issue with stability. Interleaving depth looks high and delay has been increased to 16 ms. I'm not sure if the line has ever stabilised after I joined Vodafone and it just needs a DLM reset or if there is a fault with the line but it certainly looks like I have been banded.

 

Hairymaclary_0-1605890652586.png

 

I have been on chat 4 times now but that hasn't been much help, one got me to change the DNS servers the others are interested in my internal setup or just not interested because I'm getting my minimum 35Mbps so they don't want to do anything about. Internally I have no extension sockets and the router is plugged into the test socket with a filter.

 

I appreciate I am getting the minimum speed but providing the bare minimum I don't think constitutes good service and I'm getting increasingly frustrated with the very poor customer service from Vodafone, I tried to call them but after 3hrs on hold I gave up. I'm not far from the cabinet and there looks to be scope for improvement I had around 45-50Mbps with BT so would expect the same with Vodafone.

 

Can anyone advise on my next steps, Facebook support is as bad as the chat and just stopped talking to me because they have met their minimum requirements. I just want to speak to someone who can actually understand the problem and help.

 

View more options
9 REPLIES 9
14: Advanced member

which router are you using 

View more options
13: Advanced Member

Are you on Superfast 1 or 2? It does sound like your line has been capped. Can you post your sync speeds like this:


Line Quality
Downstream Upstream
Current Rate 79999 kbps 20000 kbps
Maximum Rate 80970 kbps 29564 kbps
Signal-to-Noise Ratio 5.9 dB 11.9 dB
Attenuation DS1 9.0 dB, DS2 21.9 dB, DS3 34.1 dB US0 2.1 dB, US1 15.1 dB, US2 24.5 dB
Power 12.8 dBm 4.4 dBm
CRC Errors in last 15802 minute(s) 2 15723
K (number of bytes in DMT frame) 0 0
R (number of bytes in RS code word) 10 0
S (RS code word size in DMT frame) 0.0939 0.3819
D (interleaver depth) 8 1
Delay 0 ms 0 ms

View more options
2: Seeker

Hi,

 

I'm using the Vox 3.0 router and I'm on the Superfast 2 plan.

 

Line Quality

  Downstream Upstream
Current Rate34999 kbps12974 kbps
Maximum Rate51820 kbps12885 kbps
Signal-to-Noise Ratio8.6 dB6 dB
AttenuationDS1 14.7 dB, DS2 36.6 dB, DS3 56.6 dBUS0 1.2 dB, US1 28.6 dB, US2 44.3 dB
Power6.9 dBm6.8 dBm
CRC Errors in last 1414 minute(s)432
K (number of bytes in DMT frame)00
R (number of bytes in RS code word)1616
S (RS code word size in DMT frame)0.04360.5862
D (interleaver depth)14851
Delay16 ms0 ms
View more options
10: Established

Hi

I cannot view the picture, so if this is a duplication, sorry.......

https://www.broadbandchecker.btwholesale.com/#/ADSL

The DownStream Threshold Handback value is hopefully helpful.

CabinetTest.png

View more options
2: Seeker

I can’t see the image you have posted either, the handback threshold is 34.5 clean and 30 impacted. Sorry I’m not sure exactly what that means, I would infer that my speed would have to be below this before it would be looked?  

 

934E421B-322E-45CE-B938-8E85FC7A7AA2.jpeg

View more options
13: Advanced Member

There definitely looks to be a problem with your line, I'm not an expert but I don't think I have ever seen a interleave of 1485.

Have you tried with it in the test socket?

I would never try to get a line problem resolved by chat or social media, I would always call.

Vodafone will need to do some tests on the line and the first thing they will ask you to do is plug it into the test socket so worth being proactive.

View more options
2: Seeker

Thanks @jayach it has been in the test socket for a few weeks now. It was one of the first things they asked me to do. They want screenshots from speedtest.net now but I’m not sure what that will prove but I’ll continue to play the game. 

I’ll have another go at calling and see if I can get a response.

View more options
13: Advanced Member

It's interesting that you current upload rate is higher than the max rate. How is that even possible? May be that is significant. but I don't know how.

View more options
10: Established

Hi

The Downstream Handback Threshold is...

https://www.ispreview.co.uk/index.php/2017/01/bt-wholesale-broadband-checker-adds-downstream-handbac...

 

Report a fault / problem with the speed.

If it cannot be fixed to support speeds above the threshold over a 30 day period,

you get a refund/reduction/option to leave FOC.

 

Caveats apply of course.

 

 

View more options