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Thread: URGENT! Problem with new "up to 8MB" ADSL on Nildram

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    URGENT! Problem with new "up to 8MB" ADSL on Nildram

    Hi all,

    My friend recently signed up with Nildram for their Up to 8MB/s service. The router is a D-Link DSL-G604T. He's having major problems that Nildram seem to claim are his fault and today is the last day he can cancel under the 14 day "Cooling Off" period, hence the urgency.

    Basically the DSL status page of the router admin panel shows repeated connections and disconnects with LOS errors. The signal attenuation seems very high, 63-68db downstream and 60-65db upstream. The connection speeds are around 250-500k upstream and 400ish upstream. To me this looks like a very noisy BT line but BT won't even talk to him and keep telling him to call Nildram. Nildram say it's his problem, something wrong with his router (identical model and firmware to mine) but I've tried his router on my line and it works fine, and my router which works fine here gave exactly the same issues on his line.

    Basically BT and Nildram have passed the buck between each other and back to him. I'm going to talk to Nildram on his behalf today so I just wondered if anyone had any ideas or similar experiences or anything I can say (besides that it's 100% definitely not the equipment at fault) that might kick them into gear?

    I feel a bit embarrassed because I recommended Nildram on the basis of several other people I know to be happy with them. Based on this I will never recommend them again and will not be switching to them from Plusnet as I had planned to when my year is up.
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  2. #2
    Splash
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    You could have him run the BT automated line check at www.bt.com/faults and see what that brings up. Other than that how is his router connected to the phone socket? Have you eliminated any internal wiring/extensions that could be causing the fault? How about switching filters? I know you've probably already checked this but all this could cause excess noise and exactly the problem you describe.

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    Quote Originally Posted by Splash
    You could have him run the BT automated line check at www.bt.com/faults and see what that brings up. Other than that how is his router connected to the phone socket? Have you eliminated any internal wiring/extensions that could be causing the fault? How about switching filters? I know you've probably already checked this but all this could cause excess noise and exactly the problem you describe.
    I've tried my router, microfilter and even the RJ-11 to RJ-11 cable I use in every possible combination with his stuff and as a whole set instead of his, same story.

    The router goes over the DSL cable supplied (about 2meters I think) into the microfilter, directly into the master phone point on the wall with no other devices (phone, fax machine etc) connected whatsoever. The phone point has one of those plug-in-and-screw-on extensions to go through to the other point in the front room, we even tried taking the front plate off the point and plugging the filter right into the main socket inside, same story.

    Haven't tried the BT faults page, will do that when I get over to his today. At the moment tho it's looking likely we'll just cancel the connection...
    "shiro" - Windows 10 Home x64 :: Intel i7-6700K :: Corsair Hydro H90 :: MSI Z170A-G43 Plus :: 2x 8GB Kingston HyperX :: NVidia 3070 FE :: Corsair Force MP600 (1TB) :: Crucial MX100 (512GB) :: WD Caviar Black (1TB) :: Lite-On BD-ROM :: Corsair Carbide Air 540 (white) :: LG 32QK500 2560x1440 :: Logitech M500 :: Cherry KC6000 Slim ::

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    Quote Originally Posted by 8bit
    The router goes over the DSL cable supplied (about 2meters I think) into the microfilter, directly into the master phone point on the wall with no other devices (phone, fax machine etc) connected whatsoever.
    Are you using the internal master test socket, or just the regular one? If you take the bottom part of the faceplate off the master socket it disconnects the house wiring, so you can be sure it's not that... even dodgy wiring with no devices attached can cause problems.
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    do what Steve said.....you need to try the MASTER plug, as it is straight to the line, no house wires at all.

    Quote Originally Posted by Advice Trinity by Knoxville
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    like that....take the front plate of and behind it is one normal bt plug..but its the master

    Quote Originally Posted by Advice Trinity by Knoxville
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    Yup, done all that. Face plate is off and the filter is right into the socket inside the wall box for the master socket. Still nothing.

    Called Nildram yesterday, went through some tests and the guy there is saying it looks like there's a very long line between him and the exchange. I have to say I find that a bit hard to believe since the exchange is about 3 minutes walk away from his flat. My exchange is a lot further and my ADSL works fine. He's decided to wait as it's been escalated to BT as a fault again, hopefully they won't just cancel it this time but Nildram did say if BT come back and say there's nothing they can do he'll get a full refund.

    I do wonder though, if BT say they can't do anything, if they'd maybe make more of an effort if he was subscribing to ADSL directly through them...
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    Quote Originally Posted by 8bit
    I do wonder though, if BT say they can't do anything, if they'd maybe make more of an effort if he was subscribing to ADSL directly through them...
    Nope, although under "BT" they are separate companies.
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    This is kinda normal for the first 10 days of a new adsl max line while the system figures out the best speed for the line.....

    Also i the modem/router a adsl2+ compatible one ?



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    Hello mate,

    Just to make sure is he using filters on all phone sockets in the house thats being used, includeding Sky etc?

    They might be an exchange 3mins walk away but unfortunatly its not always the case that your connected to your nearest exchange.

    I would surgest looking at www.samknows.com and filling in the availability checker as it has a locality checker and gives an approx straight line distance from the exchange as well as estimated BT speeds for the line.

    http://www.samknows.com/broadband/checker2.php

    Hope this helps,

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    Quote Originally Posted by gamesaregood
    Hello mate,

    Just to make sure is he using filters on all phone sockets in the house thats being used, includeding Sky etc?
    Umm I think possibly only on the one we're using but there's nothing connected to the other one. I thought it only mattered where you were using the socket but will try that, thanks.

    Quote Originally Posted by gamesaregood
    They might be an exchange 3mins walk away but unfortunatly its not always the case that your connected to your nearest exchange.
    We checked that out, he is definitely on that exchange.

    Quote Originally Posted by gamesaregood
    I would surgest looking at www.samknows.com and filling in the availability checker as it has a locality checker and gives an approx straight line distance from the exchange as well as estimated BT speeds for the line.

    http://www.samknows.com/broadband/checker2.php

    Hope this helps,

    Michael
    Never seen that site, will give it a shot. Thanks mate!
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    Quote Originally Posted by 8bit
    Umm I think possibly only on the one we're using but there's nothing connected to the other one. I thought it only mattered where you were using the socket but will try that, thanks.

    is there ANY other phone using ANY other line? Sky? Alarm?

    you must have a filter on all telephones, not just the ADSL modem/router one

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    He may have been put straight onto ADSL Max by Nildram (which is their 'up to 8Mbps service). They can transfer him to 'normal' 2Mbps ADSL for free, I believe.

    I had the opposite issue. I'm on their old 2Mbps service and complained to them as to why I haven't been 'upgraded' to ADSL Max (up to 8Mbps). They essentially told me that it was due to problems with ADSL Max and many customers are 'downgrading' back to 2Mbps to gain stability!

    Just a thought as i've just recently contacted them about ADSL Max.

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    Well it's now working at 6.4MB/s down, 468KB/s up. The BT guy eventually came out, moaned a lot about the state of the wiring (apparently it had been done as a homer) but eventually recabled the line coming into my mate's flat and got good things happening.

    Moral of the story - don't take any crap from ISPs telling you it's BT's fault and BT telling you it's your or your ISP's fault!

    Thanks for the suggestions folks, much appreciated.

    Cheers!
    8bit
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