As widely acknowledged and reported last week we, together with a number of other UK-based ISPs, suffered performance issues which were caused by large numbers of end users watching the Olympic games using the BBC iPlayer.
Now the games have finished, this is no longer a potential factor on broadband performance on the whole.
If you feel you are receiving a diminished service, so that you can help us help you, please follow this standard procedure:
1. Run A BT speedtest
There are a multitude of speedtest websites out there, each with varying degrees of information and validity. Whilst these sites do give a good general idea of what speeds you're receiving they are not as accurate as the BT speedtester. Other speedtesters are often hosted on webservers that are also hosting busy websites, which naturally adds latency to the result overall. The servers can also be located in other countries, which can also lead to a slower result.
The most important piece of information the BT speedtester (
http://speedtester.bt.com/) gives is the IP profile. No other speedtest gives this information, and it is vital to diagnosing and resolving any speed related DSL issue.
Because the speedtest is based in Java, it can sometimes have problems running for certain browsers and computers. If you encounter any problems getting the speedtest to load or run correctly, ensure you have the latest version of your web-browser installed.
Download the latest version of java here;
http://www.java.com/en/download/index.jspTry using an alternate web browser if all of the above doesn't work for you, such as Firefox.
Once you've loaded the speedtest, it will first ask for your phone number. This is the phone number your adsl line is installed on, you will then be asked for your broadband username, after this, the test will run, though be patient, it can take some time to get through the first two steps.
If you don't know your username, please either email support@idnet.net or give us a call on 08000 267 237.
The speedtest, if successful, will only run once every three hours. So that we can take a look at your line in general, ideally we would like 3 speedtest results staggered over a day.
Once you have the results, paste them into an email to us here at support.
2. Connect to the test port of the master socket.The test port of the master socket within your home is the “purest” possible connection from your home to the broadband exchange. When you remove the faceplate, this disconnects all standard telephone points in your home. This eliminates your internal wiring from the loop, which eliminates it as a cause.
Connect your modem/router to this port, ideally with an alternate filter. Repeat the BT speedtest.
By taking this step, we can be much more happy that there are no local factors bringing your speed down.
Should an openreach engineer ever have to visit to investigate, this is the procedure he would follow, so it is ideal if we get this verified prior to a visit.
Not everyone has a modern-style master socket with the test port, which we appreciate. If this is the case for you, perform the above test with just your broadband plugged in (no phones, house alarms, sky digital etc.) with an alternate filter.
If you are suffering from high pings or packet loss, please set your router to allow incoming pings.
Perform traceroutes and ping tests to the servers you're getting issues on and record the results.
Compile all of this information into an email, in plain text and send it support@idnet.net.
Include general information as to when the problem started and if it coincided with anything you noticed locally. e.g. BT vans in the local area working on overhead cabling.
Following the above steps as closely as you possibly can will help us to locate and resolve your issue all the more efficiently. This will ultimately assist us in delivering a consistent and reliable service to you.