on 16-07-2012 13:25
I've had O2 broadband for a few months and I've had minimum of 3.5Mbps sync and as much as 4.5Mbps since the service started. Last Saturday, for no reason, my router now only syncs at 1.5-2Mbps (have had it as low as 1.3Mbps). I've tried different filters, removing all other devices from my house's telephone sockets and it's even the same in the BT master socket (had an even lower sync here than I did with my 2m extension cable). There's no noise on the line and I get no connection drops, once the router's sync'd (never had before either, even when it was syncing at almost 5Mbps). All the noise/attenuation levels look fine to O2 support (and I can see that they noise/attenuation levels are OK). O2 want me to put the router on the master socket for 24hrs whilst they "take logs" before they'll even do anything, which is a nightmare based on where the socket is placed in my house (right inside the front door with no easy way to get power). Does anybody think these symptoms could be caused by a faulty router?
on 16-07-2012 14:09
Difficult one, can you try the test socket behind the lower half of the BT master, as that will take all the internal wiring out of the way.
Posting your full stats here from the test socket may help as someone may spot something, it can be worth a hard reset of the O2 Box by pushing in the reset button at the back until the lights go out, as it's possible you've had the recent firmware update and that can help.
on 16-07-2012 15:13
16-07-2012 15:56 - edited 16-07-2012 15:58
If you log in as SuperUser using the password on the base of the box, and go to Wireless box> Configuration you will see Back up & restore configuration.
Hopefully this will save you having to redo everything.
on 23-07-2012 14:27
OK, have managed to (I think), get to the bottom of this.
When the router is connected to the BT test socket, the sync speed is back up to over 3Mbps (which isn't as much as previously, but think that's down to O2 changing a few things to try and troubleshoot this over the last few weeks) but as soon as I plug it back to the BT master socket (or any other socket in the house), it's back down to 1.5Mbps to 1.9Mbps. So, my thinking is that it must be the master socket/faceplate which is faulty.
I understand that BT are responsible for the test and master socket but, of course, won't touch this now as I'm no longer a BT customer and O2 are telling me that they only support to the test socket (very convenient).
Based on the above, can anybody offer confirmation that my assumptions are correct and/or suggestions as to what I should do next? Is this going to be a case of simply replacing the master socket faceplate? I've read in countless forum posts that they "very rarely" develop faults but from the above, the cause really can't be anything else apart from this socket being faulty.
23-07-2012 14:36 - edited 23-07-2012 14:42
If you do a Google search for "Filtered faceplate" you'll see loads, and it's a two minute job to change it.
I think I paid about £8 last time I bought one.
The contacts can oxidise and cause bad connections.
on 06-08-2012 08:43
The saga of this continues...
I bought a filtered faceplate but haven't got around to fitting it yet. Having said that, an ex-BT engineer I spoke with said that the chances of a master socket faceplate being faulty are extremely slim and to be honest, I'm not in any way confident that this is the cause of my problems.
After many calls to O2 and many "it's not our problem" responses, I rang again last Friday with a slightly different tact. I realised that the difference I'm seeing between the master socket (and therefore, all other sockets in the house) and the BT test socket has probably always been there and if my circuit speed dropped then, obviously, the speed inside the house would also drop. Basically, it doesn't mean that the sync speed to the test socket has always been what I'm seeing it as now because I've never connected the router to it, until I started to have all these problems.
Anyway, my call to O2 last Friday resulted in one of the "gurus" telling me that the speed drop I had from 4.5Mb to 1.5Mb was as a result of (A) changes being made to my line settings (by somebody at O2) which then resulted in the 4.Mb sync which was unsustainable so the line dropped back down to less than 2Mb and (B) changes which were made after I'd called to report this sudden drop which, in his opinion, would keep the line at that low speed forever. Now that this had been established, he made other changes to the line settings (primarily, I think, the SNR) and surprise, surprise, it came back immediately at over 3Mb.
Unfortunately, it's not the happy ending I wanted. Just over 24hrs later, I checked the router (as things seemed a bit slow) and it was syncing at 1.3Mb! A reboot changed it back to 1.8mb and it then hovered around 1.7/1.8. Another call to O2 the next day, laster 1hr 20m and ended up with me talking to a 'manager'. The last straw, after 55 minutes of level 1 fault finding (including resetting the router back to its factory settings, which I knew wouldn't make a difference...and I was right) and when the O2 "guru" said "Right, it's 2042Kbps now which is over the 2Mb minumum so let's just see how it goes for a few days". I kind of lost my temper a bit after that as I've already been living with this for over 6 weeks (I first reported this to O2 on 6th June).
The upshot is that I'm being sent a new router, which is a perfectly reasonable thing to try but I doubt it will make any difference. After this, then it's getting O2 or Openreach to run line tests. I've had broadband for about 6-7 years and I've never had less than 2.5Mbps...this was with the same company who didn't even have an LLU presence at my local exchange. O2 have an LLU presence and they can't even give me the same speed.
I'm a bit fan of O2 and their customer service (have home phone and both myself and my wife have had O2 mobiles for years) but they've definitely lost points on this one and if they can't get my speed back to what it was (and what I know it's capable of), I may just have to move my broadband provider and be done with it. Very sad.
on 06-08-2012 08:54
As yet you haven't posted your router stats page, can you do this with the router plugged into the test socket with no other telephonic equipment connected ?
If you're not sure how the see this >>> http://www.o2help.co.uk/router-statistics/
on 12-08-2012 19:35
Despite being told by a BT engineer that the master socket faceplates hardly ever fail, I replaced mine and (surprise, surprise), it didn't make any difference.
However, as soon as I disconnected the 2 wires which provide the extension sockets to the rest of my house, the master socket began to provide 3.5Mbps+, whereas with the wires connected, it only seems to let the router sync to 1.7Mbps+ (and at one point in my troubleshooting, the router wouldn't sync on the master socket above 415Kbps...yes, that's half a meg!).
Although it seems like I'm making progress, I really don't know what this means. Does it mean that somewhere in the house, something connected to those 2 wires is the cause of the speed drop? I'm not sure how, because all this was done without anyting connected to the other sockets in the house (of which there are only 3/4).
So far, it seems that it's nothing to do with the O2 circuit although, that doesn't explain why, only a week ago, somebody at O2 was able to do something which sync'd my line at over 3Mbps (and I stand by what I've said regarding their support...it just hasn't been that great). Regardless of that, it looks like I'm going to have to get a telecomms engineer in to sort this out but I'd be grateful for any suggestions as to what the root cause of all this may be.
on 12-08-2012 20:23
It sounds as if someone has been messing with it, otherwise using the test socket cuts out all the other wiring.
The correct wiring is shown here: