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64 posts

Master Geek
+1 received by user: 2


Topic # 172025 8-May-2015 15:02
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Hey guys. 

Hoping you guys might have some ideas as its got me stumped.  I have a customer who is with Slingshot for ADSL.  They have been having a problem for a while, and ive been trying t all sorts of things to fix it but to no avail.  The sync rate on the modem (details below) are pretty avergae for the area, but the web browsing, downloading of files and speedtests are all VERY slow.  slower than dialup most of the time. Ive tried different modems, the sync rates hang around the same between the modems, and the browsing/download/speedtest all are very slow with all modems.  Ill post the modem results now. 

Line Rate - Upstream (Kbps)    1156
Line Rate Downstream (Kbps)   9426


Unfortunately thats all the details I have, can get more if required 

All the speedtests I do come up with d/l speeds of around  0.4Mbps  but U/L is usually arouns .9Mbps which is expected.  These tests were done both wired and wifi.  I also used wifi and connected the computer to my mobile using as a data hotspot, and i was getting around 5.7Mbps on the 2degrees network  here which is pretty average.   So i know its not the computer itself, and i know its not the modem.  Several phone calls to tech support have yielded no results.  So im hoping someone out here might have some answers, or things i can try.  

Thanks in advance

Aaron

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5636 posts

Uber Geek
+1 received by user: 259

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  Reply # 1300785 8-May-2015 15:02
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Hello... Our robot found some keywords in your post, so here is an automated reply with some important things to note regarding broadband speeds.

 



 

If you are posting regarding DSL speeds please check that

 



 

- you have reset your modem and router

 


 

- your PC (or other PCs in your LAN) is not downloading large files when you are testing

 

- you are not being throttled by your ISP due to going over the monthly cap

 


 

- your tests are always done on an ethernet connection to the router - do not use wireless for testing

 


 

- you read this topic and follow the instructions there.

 



 

Make sure you provide information for other users to help you. If you have not already done it, please EDIT your post and add this now:

 



 

- Your ISP and plan

 


 

- Type of connection (ADSL, ADSL2, VDSL)

 


 

- Your modem DSL stats (do not worry about posting Speedtest, we need sync rate, attenuation and noise margin)

 


 

- Your general location (or street)

 


 

- If you are rural or urban

 


 

- If you know your connection is to an exchange, cabinet or conklin

 


 

- If your connection is to a ULL or wholesale service

 


 

- If you have done an isolation test as per the link above

 



 

Most of the problems with speed are likely to be related to internal wiring issues. Read this discussion to find out more about this. Your ISP is not intentionally slowing you down today (unless you are on a managed plan). Also if this is the school holidays it's likely you will notice slower than usual speed due to more users online.

 



 

A master splitter is required for VDSL2 and in most cases will improve speeds on DSL connections. Regular disconnections can be a monitored alarm or a set top box trying to connect. If there's an alarm connected to your line even if you don't have an alarm contract it may still try to connect so it's worth checking.

 



 

I recommend you read these two blog posts:

 



 

- Is your premises phone wiring impacting your broadband performance? (very technical)

 


 

- Are you receiving a substandard ULL ADSL2+ connection from your ISP?




I am the Geekzone Robot and I am here to help. I am from the Internet. I do not interact. Do not expect other replies from me.



457 posts

Ultimate Geek
+1 received by user: 28

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  Reply # 1301862 11-May-2015 11:44
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Hi there.

Something that has hit me before was the filters especially if its affecting downstream not upstream what I have seen many times with faulty filters.

here's how to prove it or not:

1.) Remove all phones/Fax's/SkyTV and anything into the phone like except the router.
2.) If the router has a filter plug this directly into the phone jack restart your router and try again.

If you are able to please post the other stats on your router about Line attenuation and noise margins as per PeterReader.

Cheers, Hope its fixed soon.




---------------------------------------------------------------
Nebukadnessar


 
 
 
 




64 posts

Master Geek
+1 received by user: 2


  Reply # 1301929 11-May-2015 13:17
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Nebbie: Hi there.

Something that has hit me before was the filters especially if its affecting downstream not upstream what I have seen many times with faulty filters.

here's how to prove it or not:

1.) Remove all phones/Fax's/SkyTV and anything into the phone like except the router.
2.) If the router has a filter plug this directly into the phone jack restart your router and try again.

If you are able to please post the other stats on your router about Line attenuation and noise margins as per PeterReader.

Cheers, Hope its fixed soon.


Awesome thanks, will try that and let you know how i got on.  If its still a problem ill get the rest of the stats. 

Cheers

 

Aaron



64 posts

Master Geek
+1 received by user: 2


  Reply # 1302828 12-May-2015 15:09
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Nebbie: Hi there.

Something that has hit me before was the filters especially if its affecting downstream not upstream what I have seen many times with faulty filters.

here's how to prove it or not:

1.) Remove all phones/Fax's/SkyTV and anything into the phone like except the router.
2.) If the router has a filter plug this directly into the phone jack restart your router and try again.

If you are able to please post the other stats on your router about Line attenuation and noise margins as per PeterReader.

Cheers, Hope its fixed soon.


Hi Nebbie

tried everything you suggested, unplugging everything from the other phone lines, plugging the modem straight in without a filter.  It certainly made a bit of a difference to the downstream sync rate, but still nothing to the actual download/browsing speeds.   I have the modem stats below as promised. 

Downstream:
Data Rate (Kbps): 11096
Noise Margin: 6
Output Power (dBm): 12
Attenuation (dB): 33

Upstream:
Data Rate (Kbps): 1173
Noise Margin: 5
Output Power(dBm): 19
Attenuation (dB): 20

I tried the speedtest on my phone from their wifi connection and it was the same, in fact it came up with a network connection error before the download test had finished.  

Hope someone can help.  Its a strange one. 

Cheers

Aaron

1356 posts

Uber Geek
+1 received by user: 317


  Reply # 1302869 12-May-2015 15:40
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Have you tried another modem?

Are you sure they are on a full speed ADSL2+ plan?



64 posts

Master Geek
+1 received by user: 2


  Reply # 1303310 13-May-2015 08:48
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yitz: Have you tried another modem?

Are you sure they are on a full speed ADSL2+ plan?


Hi Vitz

Yes, sure have.  Have tried 3 different modems.   And yes, have been onto their tech support who keep claiming everything is good their side and we should be getting full speed. 

Thanks

 

Aaron



64 posts

Master Geek
+1 received by user: 2


  Reply # 1312950 27-May-2015 17:16
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Hey guys, 

Just a final update.  The problem has been rectified.  After a lot of emails back and forth from Slingshot, we deemed it a throughput issue.  So i fitted a xDSL filter in the box where all the phone cables come to, and it made a huge difference.  Not only did the sync speed shoot up about 13000Kbps, but the speedtest showed 11.76Mbps, and the browsing was significantly faster.   Must have been faulty phone cabling in the villa, as i used a spare DATA jack to send the ADSL signal through rather than the phone line. 

Thanks for those that attempted to help. Was much appreciated. 

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