GeoffWA
Level 4: Private Eye

FTTN speed issues

Answered

Does anybody know if a significant drop in download sync with minor drop in upload sync points to a particular issue. Have had the current service for around 12 months and modem whenever I've checked the numbers  syncs ~ 50 - 55 down, 20 - 25 up. Noticed some slowing with high demand in the house last week and see modem now 11 -12 down and 18 -19 up.  Power modem down every day but results don't change. Logged into Telstra and can't seem to get past the speed test in the help section as it says "you got 12Mbs down it all looks fine".

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GeoffWA
Level 4: Private Eye
Accepted Solution

Re: FTTN speed issues

I think issue is now resolved.

Thanks for input from those that replied.

 

NBN Tech visited yesterday and with some instrumentation determined line from my wall socket was good but appeared open circuited @ 600m. I mentioned that I thought that would place issue at node as ~ 600m was my measurement to node. His modem was unable to connect. He placed a tone generator on the line and headed off. He was back within half hour saying he believed the port had a fault and connected line to another port. Viola, his modem synced at 68/22. Connected my modem and got 57/22, which was in the zone for the operation before the fault. Has operated now for 18 hrs in a stable fashion.

 

So in the process 10/10 for Telstra support once I had a case manager. They stated what steps where being taken, which they organised, and booked a follow up call after each step, being punctual in the committed time of communication. In the lead up to that contact with Telstra help I feel could be improved with operators having knowledge and understanding of previous communications on the particular issue rather than recover the ground and basically finish at the same point.

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23 REPLIES 23
Level 25: The Singularity
Level 25: The Singularity

Re: FTTN speed issues

We would need to see the other figures (signal to noise, FEC errors, etc) to make any sort of informed guess about what is happening. Although being more than a 50% drop in capability, it should be forwarded to NBN Co for investigation (they would usually look at something that drops by that much).
Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.
Level 24: Supreme Being
Level 24: Supreme Being

Re: FTTN speed issues

"(they would usually look at something that drops by that much)"
Haven't escalated anything to NBN before have you Smiley Tongue
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GeoffWA
Level 4: Private Eye

Re: FTTN speed issues

Current figures.
DSL Uptime
8 hours 14 minutes 33 seconds
DSL Type
VDSL2
DSL Mode
Fast
Maximum Line rate
Up 19.39 Mbps Down13.53 Mbps
Line Rate
Up 19.39 Mbps Down 13.3 Mbps
Data Transferred
2251.8 MBytes 57.09 MBytes
Output Power
Up 7.8 dBm Down 5.2 dBm
Line Attenuation
Up 6.7, 30.7, 47.5 dB Down 15.0, 39.5, 62.5 dB
Noise Margin
Up 6.4 dB Down 5.9 dB
Level 24: Supreme Being
Level 24: Supreme Being

Re: FTTN speed issues

For the lline attenuation your speed should be much greater than 13.5 Mbps probably closer to 60 Mbps.

The output power in the down direction is very low, NBN might have limited the power to prevent interference with another DSL link. The reduced power would explain the reduced speed. Output power in down direction is normal 14 dbm.

There is probably a line fault causing the interference.
Level 25: The Singularity
Level 25: The Singularity

Re: FTTN speed issues

@Yastiandrie actually that is what I got told by the NBN themselves when I did escalate an issue. Their main benchmark for actually investigating an issue was a drop in speed of at least 50%.
Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.
Level 24: Supreme Being
Level 24: Supreme Being

Re: FTTN speed issues

@Jupiter I think the people who spoke to you and the people who speak to RSP's need to have a get together Smiley Happy

Agree with cf4 though. Downstream power is less than half what it should be

I am a Premium Services Support Consultant (Telstra Platinum, Telstra Smart Home, Locator/Device Locator and Neto POS). However, I am not an official representative on CrowdSupport.

IT Helpdesk and Technicial Support by Telstra Platinum
Smart Home Automation & Monitoring from Telstra
Helping Australians Find the Things that Matter Most with Telstra Locator
Run a Modern Retail Business with Neto Point of Sale
GeoffWA
Level 4: Private Eye

Re: FTTN speed issues

Thanks for the response.

I'll badger Telstra to badger NBNco. 

GeoffWA
Level 4: Private Eye

Re: FTTN speed issues

Went through the chat process this morning and apparently the issue has been passed to a specialist team and I should get phone call within 24hrs.

 

At the end of chat I found it interesting that the operator stated he put a note on my account and they will definitely compensate me when the fault is rectified. No mention if the fault is on consumer side of connection. Kind of like there is note pinned to my account saying "customer service has been degraded, if they realise we will offer compensation". I do jump to the cynical side occasionally.

GeoffWA
Level 4: Private Eye

Re: FTTN speed issues

Got a call yesterday as expected. Outcome was the line was to be monitored for 24hrs, so will update further with new info. As of this morning modem stats still similar to those posted above.

GeoffWA
Level 4: Private Eye

Re: FTTN speed issues

So the next specialist called today saying she has tested my line and everything passed so what was my issue. So I told her about download sync being ~1/4 of what is was. She was insistent on me doing a speed test, don't know why. Then went on to say my speed was low because of my distance to the node or because so many people on the node were using the internet. Well if this is 3 tiers up in the Telstra help department it's a train wreck. She went on to say Telstra were doing upgrades in the 4th quarter and things should improve and is there anything else. I said ok put Telstra's response to me an an email saying "my speed has been reduced to 1/4 of what it was because of my distance to the node (which is unchanged) and more people on the internet and it is not policy to inform the customer of these changes" She said she was unable to do that but if I wished she would get a case manager to contact me, so that's where things got to today.

As a side note contact from Telstra has gone to my wife's phone despite me giving them my number each time as the contact. 

Sorry about the whinge, I'll go take a chill pill.

Support Team
Support Team

Re: FTTN speed issues

Hi GeoffWA,

 

I appreciate you taking the time to reach out in regard to your recent experience with us and your services. I can understand it would be frustrating feeling like you're not being listened to, specifically given you provided your contact number and yet your wife was called.

 

You have every right to vent and share your feedback and I will ensure this is followed up.

 

In the meantime, if there is anything I can do to help moving forward, please do let me know. Alternatively, we do have a number of account services available online via https://tel.st/hpq9k or via our 24x7 App; https://tel.st/xftsf.

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GeoffWA
Level 4: Private Eye

Re: FTTN speed issues

Thanks for the response.

 

I'll keep going with the process and hopefully will get a +ve outcome.

 

It does appear that there is a systematic issue with the help process and flow of information. I don't know if you are in a position to do anything about it. For example the transcript of initial contact made through chat I think clearly states what I saw as the issue and there is a direct question in there "what is best number for Telstra to contact you?" and my response. This is followed up the next day with a call to my wife's phone and basically covering the same info in chat log.

GeoffWA
Level 4: Private Eye

Re: FTTN speed issues

Just working away and Internet plus local network go offline. Looking at modem/router it is rebooting (from remote command I guess?) so just came back online and the numbers in some respects have improved.

 

DSL Status
 
Up
DSL Uptime
2 minutes 9 seconds
DSL Type
VDSL2
DSL Mode
Fast
Maximum Line rate
Up 14.89 Mbps Down 42 Mbps
Line Rate
Up 14.89 Mbps Down 41.01 Mbps
Data Transferred
0.65 MBytes 0.17 MBytes
Output Power
Up 7.4 dBm Down 12.7 dBm
Line Attenuation
Up 6.6, 30.6, 47.5 dB Down 15.0, 39.4, 62.3 dB
Noise Margin
Up 6.4 dB Down 6.4 dB
 
So some +ve action

 

Level 25: The Singularity
Level 25: The Singularity

Re: FTTN speed issues

Hopefully it stays that way. If it reduces, it would normally mean that some instability in the line has been detected and the automatic systems put a stability profile, which reduces the speed but keeps it connected.
Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.
GeoffWA
Level 4: Private Eye

Re: FTTN speed issues

The upward trend in performance lasted less than 24hrs, back to about 5dBm down power and 13Mbs. Telstra case manager called yesterday and it is being passed on, with NBN expect to reply 24 - 48 hrs.

Support Team
Support Team

Re: FTTN speed issues

Ok, thank you for this update GeoffWA. Please let us know when you hear back from nbn.

- Ryan

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GeoffWA
Level 4: Private Eye

Re: FTTN speed issues

Noticed NBN tech working at line junction in my street yesterday arvo. The lines are arial and only 3 - 4 services my side of junction. Got a call from Telstra a little later saying NBN tech needed to attend premises so it was arranged for 13th. Got a text from NBN after that saying they can resolve the issue without need for tech to attend premises and it should be resolved on 25th.

Support Team
Support Team

Re: FTTN speed issues

Ok thank you. Please keep us posted on how this develops on the 25th GeoffWA.

- Ryan

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GeoffWA
Level 4: Private Eye

Re: FTTN speed issues

Last 12 hrs service went from slow to zero. No problem the modem goes to fallback mobile connection. However modem is cycling between DSL disconnected and DSL connecting every few minutes which in turn connects and disconnects the mobile service every few minutes.

 

Should I just disconnect the old phone line (DSL) from modem till further notice?

Level 25: The Singularity
Level 25: The Singularity

Re: FTTN speed issues

If you are getting continual dropouts, then I would leave it disconnected while you need to do important stuff, then reconnect so that it can connect to your FTTN service the rest of the time.

Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.
Level 24: Supreme Being
Level 24: Supreme Being

Re: FTTN speed issues

If you leave DSL disconnect all the time your backup will be throttled to 256 Kbps and you will have to ring support and request they submit a web form to have throttling removed.

 

The original problem was a drop in speed now that you are having constant drop out and make them aware off the new problem. NBN might put more priority on the problem and fix it sooner or they could put a stability profile on your line which will reduce the speed but might prevent the drop outs.

 

GeoffWA
Level 4: Private Eye

Re: FTTN speed issues

Yesterday I removed the DSL line for about an hour and used the mobile backup. When the DSL line was reconnected it did not cycle through connection attempts like previously. Mid morning an NBN Tech showed up for the appointment that I had received a a text from NBN saying was no longer necessary and issue would be rectified externally on 25th. The tech tested the line in consultation with someone external over phone, no  issues detected. Plugged in his modem and synced at 33 down 7up. Telstra modem however still doesn't connect, light indicates DSL port detected, attempting connection. Have reset modem but same state. Telstra case manager due to call back today.

Highlighted
GeoffWA
Level 4: Private Eye
Accepted Solution

Re: FTTN speed issues

I think issue is now resolved.

Thanks for input from those that replied.

 

NBN Tech visited yesterday and with some instrumentation determined line from my wall socket was good but appeared open circuited @ 600m. I mentioned that I thought that would place issue at node as ~ 600m was my measurement to node. His modem was unable to connect. He placed a tone generator on the line and headed off. He was back within half hour saying he believed the port had a fault and connected line to another port. Viola, his modem synced at 68/22. Connected my modem and got 57/22, which was in the zone for the operation before the fault. Has operated now for 18 hrs in a stable fashion.

 

So in the process 10/10 for Telstra support once I had a case manager. They stated what steps where being taken, which they organised, and booked a follow up call after each step, being punctual in the committed time of communication. In the lead up to that contact with Telstra help I feel could be improved with operators having knowledge and understanding of previous communications on the particular issue rather than recover the ground and basically finish at the same point.

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