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Too slow

akbray

ULTIMATE Member
A relative of mine has used AOL for years, and has been happy with them (I did warn him!)

He has recently moved house and took his AOL connection with him (which I would guess involved a new 12 month contract, but I'm not sure) - and now gets 133kbps (according to Speedtest.net).

He called AOL who fobbed him off, stating that because of distance to exchange the best he can get is 250kbps.

However, ocasionally he gets decent speeds, and his next door neighbour (also on AOL also gets decent speeds).

Any ideas on what to do next?

Thanks

Andy
 

Kits

Super Moderator
Staff member
ISPreview Team
Get him to send you his router stats then post them here, interested in his sync, SNR and ATT then we can see what speeds he should have.
 

akbray

ULTIMATE Member
I've never had to do that (i've been lucky with my ISPs I guess) - not the faintesrt idea how to get them on my router, let alone an AOL router.
 

Kits

Super Moderator
Staff member
ISPreview Team
which router do they use at AOL?
 

Mark.J

Administrator
Staff member
ISPreview Team
If he's on AOLs unbundled platform then there's probably not a lot he can do, although if he's on BTs one then 250Kbps would be below the 400Kbps fault area and a few official complaints wouldn't hurt. Other than the router stats, it would also help to know what speed estimates he gets with various checkers:

http://www.ispreview.co.uk/checker/

Since Ofcom's CoP on speeds if you can show that the service falls well below their estimates then that would help.
 

akbray

ULTIMATE Member
How do you find out if he's on AOL's LLU service or not?
 

Mel

ULTIMATE Member
How do you find out if he's on AOL's LLU service or not?

Check Samknows to see if AOL LLU is available in his area. I believe AOL charge their LLU customers a lower subscription.

Trying to run the BT speedtester from an LLU connection will always give an error http://speedtester.bt.com - although given the tester is not 100% reliable, its probably not the best indication!
 

akbray

ULTIMATE Member
I already checked Sam Knows and it is enabled.

He hasn't a clue about getting the stats so I'm going round on Tuesday evening to take a look (with a spare microfilter, just in case!)

Cheers

Andy
 

akbray

ULTIMATE Member
When I visited on Tuesday he was getting over 1.5mb, so the stats weren't a lot of use.

However, speed is cack again and these are the stats:

Uptime: 0 days, 2:09:13

Modulation: G.992.1 annex A

Bandwidth (Up/Down) [kbps/kbps]: 448 / 160

Data Transferred (Sent/Received) [MB/MB]: 3.95 / 24.48

Output Power (Up/Down) [dBm]: 12.5 / 12.5

Line Attenuation (Up/Down) [dB]: 31.5 / 61.0

SN Margin (Up/Down) [dB]: 16.0 / 19.5

Vendor ID (Local/Remote): TMMB / TSTC

Loss of Framing (Local/Remote): 0 / 0

Loss of Signal (Local/Remote): 27 / 0

Loss of Power (Local/Remote): 0 / 0

Loss of Link (Remote): 0

Error Seconds (Local/Remote): 16,870 / 0

FEC Errors (Up/Down): 0 / 2,082

CRC Errors (Up/Down): 0 / 0

HEC Errors (Up/Down): 0 / 0
 

Captain_Cretin

ULTIMATE Member
"Loss of Signal (Local/Remote): 27 / 0 "

Would seem to be the big clue; for some reason he is losing his connection at HIS end, and this is causing the line to trigger lower and lower speed levels until it becomes stable.

I suggest you do the usual fault elimination tests, remove everything but the router, stick that in the master socket and test it for a while, try it in the TEST socket behind the face plate for a while, and if all the speeds show as good, add equipment one piece a day until it (hopefully) goes titsup. THEN you have the cause.

I suspect it might be something as simple as a cable not plugged in properly, or it might have been folded up too tightly and broken a wire inside the insulation; if you have any spare phone leads you can use from the router to the socket, try that as well.
 

Captain_Cretin

ULTIMATE Member
I forgot to add, leave everything unplugged for about 40 minutes to allow BT's line equipment to reset the profile.
 
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