Slow DSL - Hazelridge

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  • Updated 2 years ago
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Last week I complained about my DSL being slow. Line was checked and I was informed that I had been getting better than expected download speed (7 Mbps) where it was trained at around 5Mbps. Since then my speed decreased to 3Mbps and has been such for the last 5 days.

There is something going on which I seem to have no control. Up till March 2 I was running slightly below 7Mbps. March 3 I dropped to 5Mbps, March 5 I dropped again to 3Mbps and have been at this level since. As recommended, I accessed the router directly and checked the dsl speeds which are slightly above those indicated but only marginally. Over the past few days the speeds have been consistently slower without spikes or loss at any time. I am not getting any indication of a faulty line (solid dsl light and no static/crackling on phone).

It seems that since I complained, I am being throttled down. I know this is not the case, but I would appreciate knowing if something has changed in the last week and when I can expect to get better download speeds. I have been a loyal customer with MTS for the past 17 years and have had very few complaints which incidentally were resolved promptly.
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Ed Latour

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Posted 2 years ago

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Cj, Alum

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Did you ever arrange to have a technician come out to check your line? This is the time of year when the weather can have a big impact on line performance, even if you can't hear it or see it.
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Ed Latour

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Tech did some testing remotely, but to my knowledge no one has physically checked the line. I would suspect a line problem if the speeds were erratic, however once they dropped to 3Mbps, they have been consistent at that level for the past 5 days. Time of day has little or no impact on the speed. Incidentally I was using Netflix till the end of last month but discontinued such. Also I have noticed recently that when coming out of hibernation on my system, I get errors on my email sync for which I send/receive until the problem disappears (unable to contact server). This is new only in the past week, and I suspect has something to do with the reduced speed/connection.
 
I have checked all my wiring and connections and also placed the modem direct to the system with no appreciable change. I shut down all my wireless activity at the same time to eliminate any cross interference.
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Tennille, Social Media Coordinator

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Hello Ed, 

If a tester has checked then line remotely then the next step would be for us to get a Field Service Technician to check the lines. If you could like us to set this up can you please send your account information and a way to contact you to community@mts.ca and we will set that up for you. :) 

Tennille 
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CoryB, Champion

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If I am not mistaken, when encountering an extremely poor line condition DSL is setup to automatically lower (train) it is speed to try and get a stable connection. This would mean if there is a line quality issue it could tell your modem to always use a lower maximum speed.

With the nicer weather lately it also is the time of year that issues with line quality start to spike as water infiltrates the lines as part of the spring thaw.

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Ed Latour

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Performed a connection test directly with modem on the line at the house connection (outside) to isolate any possible problems with interior wiring (even though I did check). Response was identical to that which I was experiencing inside, 3Mbps. Received a call from the tech who will be coming out next week. Hopefully can get this resolved and back to my 7Mbps.
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Ed Latour

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Tech came out today and tested my line (in and out). All indications were that I should have no problem supporting the 7Mbps I was used to getting. A line filter was installed at the input to the house and in conjunction with MTS the line was throttled back to 7Mbps. Also the tech noted that my old Speedstream 4200 was outdated and replaced with a Actiontech GT701D. Had some difficulty configuring the new modem to operate with my Linksys Router as it does not automatically setup when connected. A little reconfiguring and the system was up and running at 7Mbps.
A big thank you to the MTS Tech and support team for getting me back up and running.
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Tennille, Social Media Coordinator

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That's great news, Ed! We're really glad your internet is back to the way it should be. :) 
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Ed Latour

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Well here I am 24 hours after the MTS tech fixed my problems with low speed. Today I reconfigured my Actiontech GT701D modem/router to function as it was intended. I had to change the IP and subnet to match my current system layout and took it out of "passthrough mode". I retained the connection through my WAN port on my master Lynksys WRT54gl configuring it as a LAN switch port and turning off DHCP. The main reason I chose to change the IP and subnet on the Modem was because besides my master router I have two other WRT54G routers operating over WiFi in client and client/repeater modes connecting to my TV/Audio system/Satellite receiver and to cameras in my barn and allowing access for other devices throughout the yard site. All my Lynksys routers are using DD-WRT firmware. It was easier to change the modem subnet rather than all my routers and devices since most are setup with static addressing. Incidentally I setup my old Speedsteam 4200 as a backup modem.
The overall system is more efficient in this mode as the Lynksys now has much less to do without being a gateway and DHCP server. Especially noticeable with WiFi cameras in the barn 500ft away are stable and WiFi transfer rates above 10Mbps. The Internet download speed is averaging 6.5Mbps.
I again thank MTS for the support as I would likely not have attempted re-configuration of my network if the tech had not replaced the Modem.
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Ed Latour

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Port Forwarding with Actiontech GT701D
As I have posted previously I have been unable to get the Actiontech to port forward.
Although it was not an issue with my Linksys WRT54GL, I had the modem in PPOE passthrough mode which denied me access to the modem and required plugging it onto a separate adaptor to check.
To get around this problem I installed a 5-point switch behind the Actiontech and connected to my Router with two connections (WAN and LAN). The actiontech is configured with a LAN address within my subnet and DHCP turned off. Passthrough PPOE is set.
I am now able to access the Actiontech as any device on my network and check status, reset when errors are detected and ultimately re-train as required. All this without disconnecting and reconnecting anything.
Also my cameras and other devices (routers, modems, etc) are accessible through the internet remotely using NO-IP.
Kind of a strange workaround, but it solves my issues with port forwarding and access to the modem/router. This may be of some help to anyone else with similar problems.
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Dylan Dyck

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Brandon has been having issues for the last month with speeds dropping off to near zero.  I have contacted tech support but they just keep blaming my hardware.  My speeds normally are 25Mbps but I was getting 0.48Mbps the other night.  Many other MTS customers in Brandon have this issue as well but MTS cannot figure it out.
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CoryB, Champion

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I would strongly suggest creating a new post on your issues in Brandon rather the as a reply to this topic.

I suspect you have a MTS supplied gateway, all your devices connect through only it and there could be other things to check.
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mcmanone, Champion

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off topic but live in the 200 block of 1ST in Brandon have't notice any thing wrong with it 26MBS down 2 up maybe a problem with a dslam.
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Amanda, Alum

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Hi Dylan.  First, welcome to the community!  We're so happy to have you.  :)  

As CoryB has suggested, it would be ideal for you to start a separate post regarding your issues in Brandon so we can discuss the unique situation in your area. We have some extremely helpful experts (both users and employees) on here who I'm sure would love to discuss this further.   

Thanks!
Amanda