New fibre connection-slow speeds?

toby2111

Had KN networks guys out earlier to connect up the fibre broadband(signed up with Pure Telecom). They had a wee bit of trouble but got it connected but download speeds are only hitting 6.5mbps,upload 0.44,ping 28ms.I was getting around 14mbps with Sky(adsl). Rang Pure,guy said it may take a few hours to ramp up(didnt seem too confident about this though!).That was at 5pm.Three hours later and speeds haven't budged.Would this be normal with fibre just after being installed?

ItHurtsWhenIP

toby2111 wrote: »

Had KN networks guys out earlier to connect up the fibre broadband(signed up with Pure Telecom). They had a wee bit of trouble but got it connected but download speeds are only hitting 6.5mbps,upload 0.44,ping 28ms.I was getting around 14mbps with Sky(adsl). Rang Pure,guy said it may take a few hours to ramp up(didnt seem too confident about this though!).That was at 5pm.Three hours later and speeds haven't budged.Would this be normal with fibre just after being installed?

I've seen some references to it taking a little time to start upping the speeds to get to a stable profile usually a few hours. Fire your telephone number in here and see what it says you should get on Fibre.

toby2111

I used that last week and it said fibre was 40MB,Pure Telecom told me the same......But I checked it again and this is what it said-
Exchange Code: Unknown

DSL Enabled: Yes - 20 MB

NGB Enabled: Yes - 20 MB

Fibre Enabled: Yes - 7 MB

LLU Enabled: No

Why has fibre dropped to 7MB?????

ItHurtsWhenIP

toby2111 wrote: »

I used that last week and it said fibre was 40MB,Pure Telecom told me the same......But I checked it again and this is what it said-
Exchange Code: Unknown

DSL Enabled: Yes - 20 MB

NGB Enabled: Yes - 20 MB

Fibre Enabled: Yes - 7 MB

LLU Enabled: No

Why has fibre dropped to 7MB?????

Oh sh1t! That is odd. Those figures come from a pre-qual database. Open eir runs a test on a monthly basis to generate those figures. I wonder did Pure screw something up and this is the new speed detected - that is just speculation on my behalf and not based on knowledge or experience.

We need the oracle that is ED_E to chime in here to give a more knowledgeable interpretation.

toby2111

MMFITWGDV wrote: »

I wonder did Pure screw something up and this is the new speed detected - that is just speculation on my behalf and not based on knowledge or experience.

I ran that exact digiweb test about 10 days ago and it 100% said 40MB. Pure confirmed the same. Could they really have fecked it up?Do they not all use eir lines?If thats the case,surely I can cancel contract,I've only just signed up!!

ED E

This all happened today? The line won't have been retested since they installed so the 7Mb rating was updated between 9 days ago and last night. So KNN can't be blamed for reducing it (this time)

It'd may make sense if you're 1400m from the exchange. That'd just manage 20Mb adsl but 7-12Mb VDSL on unvectored EVDSL. Its possible that the 40Mb rating was a erroneous test if the upgrade is very recent.

Does 1400m sound right?

toby2111

ED E wrote: »

This all happened today?

Does 1400m sound right?

Yes, installed today.
We're actually less than 1400m from cabinet, probably a 5/6 minute walk so around 600 metres, less even.
I inputted some phone numbers of neighbours on my road and they're getting 70,50 and 25MB fibre according to digiweb checker.
So, what should I do now? Ring Pure and ask them to get engineer to fix it........... Can it be fixed? Or am I stuck with crap speeds???

ItHurtsWhenIP

toby2111 wrote: »

Yes, installed today.
We're actually less than 1400m from cabinet, probably a 5/6 minute walk so around 600 metres, less even.
I inputted some phone numbers of neighbours on my road and they're getting 70,50 and 25MB fibre according to digiweb checker.
So, what should I do now? Ring Pure and ask them to get engineer to fix it........... Can it be fixed? Or am I stuck with crap speeds???

Can you log into the modem and tell us the downstream attenuation figure?

toby2111

MMFITWGDV wrote: »

Can you log into the modem and tell us the downstream attenuation figure?

Where will I find that?
Is it under Broadband,Internet Access,Local Network,Diagnostics etc?

toby2111

Line rate says up 0.52,down 7.16
There is a line attenuation figure...up 0mb, down 0mb........???????That make sense to you???

ED E

toby2111 wrote: »

ED E wrote: »

This all happened today?

Does 1400m sound right?

Yes, installed today.
We're actually less than 1400m from cabinet, probably a 5/6 minute walk so around 600 metres, less even.

Forget the closest cab for a second, is there an exchange further away(post office)?

ItHurtsWhenIP

toby2111 wrote: »

Line rate says up 0.52,down 7.16
There is a line attenuation figure...up 0mb, down 0mb........???????That make sense to you???

No it doesn't!!!

Having 0dB for attenuation may indicate a problem with the line.

I might be making an assumption here (ED_E, please correct me), but if presume either the Output power or Noise margin figures are this modems version of what I would normally take as attenuation, then that would give you a line length of ~750m with a max speed of ~50Mbps.

toby2111

There 2 cabinets near me,one is 370m away.The other one is 650m which is right beside the exchange were the KN guys were working yesterday. I attached screenshots

ED E

Second one is "BLR1_E01" or the exchange, so that rules out my theory.

That means its definitely botched. Call Pure and open a fault. I wouldn't be horribly surprised if they've left a DSL filter somewhere in the line.

toby2111

Would that be an easy thing to fix??

ED E

Yep.

toby2111

That's good, thought I was hoodwinked and was gonna be stuck with crap broadband for 18 months!
Quick question - when you say it's definitely botched would that be kn networks fault? Or eir? And why would that line checker show such a difference in speed in 2 weeks??

toby2111

Update- Rang Pure this morning,spoke to a very nice customer service rep who said she will contact Eir to investigate. She got back to me at lunch and said Eir had given her a very short and unsatisfactory email explanation that speed was cut from 40mbps to 7mbps on my line due to intermittent issues. She said herself that this was not good enough. She said shes never seen speeds cut from 40 to 7,maybe 20 to 7. So,shes getting her manager involved. Impressed with Pure,not impressed with Eir.
Can they just cut peolples speeds like that???Seems odd and very unfair seeing as I signed up to 40mbps.

ED E

Prequals are best guesses, it can happen that a line doesnt perform exactly as expected. Profiles are there so that the ISP can make the line stable if needs be. Set a 50_10 line to 50_15 and it may disconnect regularly but lock it to 50_10 and it can stay up for years. They have a function.

That said, your installers botched it. The modem clearly shows the line rate US is less than 1Mb, thats way below what can be considered stable on the lowest profile and clearly isnt a viable setup. Eirs own rules say they should have failed the job in their system and set you back up for ADSL. Then somebody else would get assigned to find out why they didn't get a reasonable figure. Its the reason they bother carrying a JDSU.

Sounds like the Pure CSR is on the ball, I'd keep chasing her as needed until they get a more senior tech out.

toby2111

Don't understand most of that but thanks for the reply! I'll keep chasing the rep, in fairness to her she was very good.

toby2111

So, after a week of phone calls and one completely disinterested Eir technician calling out (Pure CS told me that 4 technicians allegedly called out,that's what they told him, complete BS!), today a decent KN networks guy called, ran a new phone cable and eventually found out that he had to change the port up in the exchange (650m from house). He told me my "attainables" are 25 up and 8 down. On speed test over wifi, I'm getting 23 up and 7.5 down. So it's a major improvement on what I was on. Pure CS were very good the whole way through, kept me updated. I asked why I can't get 40mbps as that's what I signed up for. He said if they pump it up, it'll also pump up upload speed and make it unstable. He said my profile much more stable now than if they put it to 40 up, 15 down. But he said he'll keep an eye on it and move it up if possible.
I ran the digiweb line check and it now says fibre enabled 25 mbps so it seems what I'm being told is true...... Is it?

ED E

toby2111 wrote: »

He told me my "attainables" are 25 up and 8 down. On speed test over wifi, I'm getting 23 up and 7.5 down.

Well done Mr KNN (though ofc you'd have to change the port with a pair swap :rolleyes: ).

25_8 if he's actually reading attainables not sync rate says your line is doing the very best it can right now (pedal to the metal per say). Some longer lines are limited by their upstream and as OpenEir only offer profiles at certain ratios there's nothing that can be done but lock it a little low.

If you go to http://192.168.1.254 and login (password often is your wifi password) it'll have a pane showing your line stats. This is the cold hard truth. Post them here and we can elaborate on them.

toby2111

OK,I hope these are the stats you need,says 30.71 down,8.19 up

ED E

There would normally be a few more lines (try + Show advanced at the top) but we can fill in the details.

I'd guess the Pure tech has applied 40_10 and the modem found best sync at 30_8. You should see about 29_7.5 on speedtest with nothing else going on in the background. Not stellar but a lot better than the national average

toby2111

Ok,heres the rest of that screen


EDIT-Digiweb line checker now says 40MB.....confused???

ED E

Yep, your down is great but your upload is weak so thats where its maxed out, you cant get to 40Mb without 10 up instead of 8 which your line wont manage.

toby2111

Cheers. So I have my max fibre speed now?Any way I can increase it?Or is it only Pure/Eir that can increase the speed.......will they even bother in the future?
Dont get me wrong,this speed is OK for me but I'm just curious to know if it "might" improve over time.

ED E

Its possible its unvectored as of yet that means you could see a 20-30% boost at some point in the next year or two, but for now thats max.

toby2111

Ok, thanks for all your help, appreciate it.

mass_debater

ED E wrote: »

Well done Mr KNN (though ofc you'd have to change the port with a pair swap :rolleyes: ).

You'd think that but no, it's not that simple

You build a new path and use the same LT port, it's what's always tried first. Changing ports requires making calls and waiting in a queue. Getting a new port is nearly impossible, it's always refused by Eir, they say change the splitter in the cab and test the pair to the DSLAM and fix it if there's a problem. KN will only be given a new port in an exchange as they don't touch stuff on the frame.

ED E

What I actually meant is jumpering the new metallic path back onto the old port on the MDF to get anything from the AXE, but keeping things simple here

RoyalMarine

Btw, edit your screenshot! Your email address is on show

toby2111

RoyalMarine wrote: »

Btw, edit your screenshot! Your email address is on show

How do I edit it??Theres no edit option on that particular post

RoyalMarine

toby2111 wrote: »

How do I edit it??Theres no edit option on that particular post

Perhaps report the post and ask a mod to edit it and remove the link to the image