BT broadband out, then line speed reduction

Folks,


Yesterday my BT business broadband went AWOL for about 2 hrs.
The router "broadband" light was green but the "internet" light was red - the router diags said the
"DSL was up" but that "ATM circuit could not be found".

I rebooted it frequently but it still would not connect.
I phoned BT support who did a line test, and it all started working again.



But, I had another service loss this morning but it resolved itself in 20 minutes.
And now the speed is down. Prior to the outage the sync speed was stable @ 3.5 meg.
Its now down to 2.9.


BT weren't very helpful - any ideas what could cause this?


Thanks - Adam

Adam Lipscombe wrote:

> And now the speed is down. Prior to the outage the sync speed was stable
> @ 3.5 meg.
> Its now down to 2.9.
>
>
> BT weren't very helpful - any ideas what could cause this?
>

It is possible your target SNR has been increaded as a result of the
outages - what is your downstream SNR now ?

JP

Currently the router says this:

Downstream Rate: 2944 kbps
Upstream Rate: 448 kbps
Channel: Interleaved
Current Noise Margin: 12.0 dB (Downstream), 18.0 dB (Upstream)
Current Attenuation: 57.6 dB (Downstream), 31.5 dB (Upstream)
Current Output Power: 17.6 dBm (Downstream), 11.9 dBm (Upstream)



I have figures from 2nd August.
Therese were before the MAX upgrade and with a different router:

Downstream Upstream
SNR Margin (dB): 18.0 26.0
Attenuation (dB): 59.0 31.5
Output Power (dBm): 11.9 6.6






Adam



John P wrote:
> Adam Lipscombe wrote:
>
>> And now the speed is down. Prior to the outage the sync speed was
>> stable @ 3.5 meg.
>> Its now down to 2.9.
>>
>>
>> BT weren't very helpful - any ideas what could cause this?
>>
>
> It is possible your target SNR has been increaded as a result of the
> outages - what is your downstream SNR now ?
>
> JP
>

Adam Lipscombe wrote:

> Yesterday my BT business broadband went AWOL for about 2 hrs.
> The router "broadband" light was green but the "internet" light was red - the router diags

I take it is a 2 wire 2700 router you are talking about then.

Was the broadband light solid green, yes? Red internet light means no
authentication.

> I phoned BT support who did a line test, and it all started working again.
> But, I had another service loss this morning but it resolved itself in 20 minutes.

Were the symptons the same? did you have a solid green broadband
light?

> And now the speed is down. Prior to the outage the sync speed was stable @ 3.5 meg.
> Its now down to 2.9.

Not a massive change in sync speed.

> BT weren't very helpful - any ideas what could cause this?

If the Internet light was staying red I would say that your greenlight
logins were broken. But it is eventually working without you changing
your login manually, I assume from what you have written. When you
lose you connection (red Internet light), look at the connection
details and see what login you are using - see if its the same one BT
supplied you with on your welcome letter. If it is the same login,
then try logging on with bt_test@startup_domain and also
bt_test_user@hg**.btclick.com and see if either of those work. That
will help determine where the problem lies.

Kind Regards

William MacLeod

Yes you are correct - its a 2wire 2700 and the broadband light was indeed solid green while the
internet light was solid red.

Same symptoms this morning....


During the orginal fault I did try changing the login details to bt_test@startup_domain at the
request of the BT support person. That didnt work either at that point.
I didnt try that this morning though.




Thanks - Adam


(E-Mail Removed) wrote:
> Adam Lipscombe wrote:
>
>> Yesterday my BT business broadband went AWOL for about 2 hrs.
>> The router "broadband" light was green but the "internet" light was red - the router diags
>
> I take it is a 2 wire 2700 router you are talking about then.
>
> Was the broadband light solid green, yes? Red internet light means no
> authentication.
>
>> I phoned BT support who did a line test, and it all started working again.
>> But, I had another service loss this morning but it resolved itself in 20 minutes.
>
> Were the symptons the same? did you have a solid green broadband
> light?
>
>> And now the speed is down. Prior to the outage the sync speed was stable @ 3.5 meg.
>> Its now down to 2.9.
>
> Not a massive change in sync speed.
>
>> BT weren't very helpful - any ideas what could cause this?
>
> If the Internet light was staying red I would say that your greenlight
> logins were broken. But it is eventually working without you changing
> your login manually, I assume from what you have written. When you
> lose you connection (red Internet light), look at the connection
> details and see what login you are using - see if its the same one BT
> supplied you with on your welcome letter. If it is the same login,
> then try logging on with bt_test@startup_domain and also
> bt_test_user@hg**.btclick.com and see if either of those work. That
> will help determine where the problem lies.
>
> Kind Regards
>
> William MacLeod
>

On 2006-09-28, Adam Lipscombe <(E-Mail Removed)> wrote:
> Yesterday my BT business broadband went AWOL for about 2 hrs.
> The router "broadband" light was green but the "internet" light was red - the router diags said the
> "DSL was up" but that "ATM circuit could not be found".
>
> I rebooted it frequently but it still would not connect.
> I phoned BT support who did a line test, and it all started working again.

I don't know anything about your router, but the plain English meaning
of the diagnostic could be anything from "lack of ATM cell framing" to
"ATM framing is up but no incoming cells on VPI/VCI 0/38". This suggests
there's nothing wrong with your phone line, the problem is at the ATM
level either in BT's equipment or in your router. My router
(a Netopia) has an "atmping" command, which lets you ping cells at
either the first hop ATM switch or end-to-end to the DSLAM. If
the former succeeds but the latter fails the problem is normally
provisioning of the ATM VC in the ATM network or your ISP's DSLAM.
If the former fails, however, there are a more possibilities,
including the digital parts of your router or the carrier's ADSL
line card.

However,

> But, I had another service loss this morning but it resolved itself in 20 minutes.
> And now the speed is down. Prior to the outage the sync speed was stable @ 3.5 meg.
> Its now down to 2.9.

My experience is mostly from the USA and Hong Kong but I can tell
you that when a fault clears during a "line test", but then you
get a short outage the next business day, it is sometimes the case that
they've either found something during testing or, perhaps, recognized
the symptoms you are complaining about, and are swapping out hardware
to fix it without telling you. I'd wait for another failure before
worrying about it, it may be fixed already.

Dennis Ferguson

Adam Lipscombe wrote:

> During the orginal fault I did try changing the login details to bt_test@startup_domain at the
> request of the BT support person. That didnt work either at that point.

If it happens again and you can't log on with bt_test@startup_domain
then that does indicate that the problem is likely outwith your
premises.

Get a support person to run a whoosh test for "no connection" - it's
likely to fail and a fault can then be booked. But it's not normal for
you to see problems like this on a regular basis.

Regards

William MacLeod