Slow FTTP: Difference between revisions

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==Overview==

This page has lots of information and guidance on dealing with a slow FTTP connection. We suggest it's read by customers and that we then work with you.

This page has lots of information and guidance on dealing with a slow FTTP connection. We suggest it's read by customers and that we then work with you. The page covers slow FTTP with BT Openreach and CityFibre connections.

The information here has a number of objectives:

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*Explain the problems with dealing with slow speeds

*Try to manage expectations about timescales and what to expect from a 1Gb/s connection

*Provide tests the customer can perform

*Provide various tests the customer can perform and send the results in to our support team

*Provide questions that will help A&A support staff further investigate

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===Diagnostics you can run from a computer:===

These are tests you can from your computer, some of them (eg the ping) will need you to use a command prompt or terminal to enter the commands. Do get in touch if you need help with how to do that.

# '''View the CQM graph'''

#* We plot loss/latency/traffic graphs and these can be seen on our Control Pages - viewing those is the first port of call, as loss and latency are easily spotted. Feel free to ask our support team to help explain them.

#* There are some example CQM graphs at the end of this page

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# '''Run a BT diagnostic test:-'''

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#* Always worth running a test, even if LOS light is off - there could be a problem further upstream and Openreach may already be aware or we'll need to report a fault:

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#* Our Control Page will allow you to run an 'End to End' test, this may if Openreach's systems detect a fault, in which case, do get in touch. eg: <tt>GTC_FTTP_SERVICE_1005 Possible fault in the Openreach network.</tt>

#'''Ping tests:''' running ping tests from the 'command line' can help see if there is any strange loss or latency. ''Expected results'': The ping results should show 0% loss and the latency should be below 20ms, any thing else would need further investigation.

## '''ping your router:''' This will test your local connection. eg, if your router (gateway) is 192.168.0.1 then run this to send 100 pings: <syntaxhighlight>(on windows) ping -n 100 192.168.0.1</syntaxhighlight> <syntaxhighlight>(on Mac) ping -c 100 192.168.0.1</syntaxhighlight> and let us know the last few lines containing the results, which show any loss, the latency and jitter, eg:<syntaxhighlight>

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100 packets transmitted, 100 received, 0% packet loss, time 100970ms

rtt min/avg/max/mdev = 0.137/0.172/0.736/0.068 ms</syntaxhighlight>

## '''Ping our network:''' This will ping 100 times through your router to us, and therefore tests your connection to our network <syntaxhighlight>(on windows) ping -n 100 81.~~18781~~.187</syntaxhighlight> <syntaxhighlight>(on Mac) ping -c 100 81.~~18781~~.187</syntaxhighlight>

## '''Ping our network:''' This will ping 100 times through your router to us, and therefore tests your connection to our network <syntaxhighlight>(on windows) ping -n 100 81.187.81.187</syntaxhighlight> <syntaxhighlight>(on Mac) ping -c 100 81.187.81.187</syntaxhighlight>

##'''Ping with larger packet sizes''' normal pings send small packets, sometimes a problem can affect large packets, so try these two pings, and send in the results: <syntaxhighlight>(on windows) ping -n 100 -f -l 1400 81.~~18781~~.187</syntaxhighlight> <syntaxhighlight>(on windows) ping -n 100 -f -l 1472 81.~~18781~~.187</syntaxhighlight> <syntaxhighlight>(on Mac) ping -c 100 -D -s 1400 81.~~18781~~.187</syntaxhighlight> <syntaxhighlight>(on Mac) ping -c 100 -D -s 1472 81.~~18781~~.187</syntaxhighlight>

##'''Ping with larger packet sizes''' normal pings send small packets, sometimes a problem can affect large packets, so try these two pings, and send in the results: <syntaxhighlight>(on windows) ping -n 100 -f -l 1400 81.187.81.187</syntaxhighlight> <syntaxhighlight>(on windows) ping -n 100 -f -l 1472 81.187.81.187</syntaxhighlight> <syntaxhighlight>(on Mac) ping -c 100 -D -s 1400 81.187.81.187</syntaxhighlight> <syntaxhighlight>(on Mac) ping -c 100 -D -s 1472 81.187.81.187</syntaxhighlight>

#'''Speed test web sites:''' Use ours and some other 3rd party ones to check up and download speeds run these at different times of day as this can help track 'peak time congestion'. note - many http speed testers are not very good for testing 1G connections - always take results with a pinch of salt. That said, ''Expected results:'' The speeds tests should show around 900Mb/s download speed

## https://speedtest.aa.net.uk

## https://www.fast.com

# '''iperf''' Ask us about testing with ''''iperf'''' - as this is generally better than http speed test websites. This can test single and multi-thread, upload and download. See: https://support.aa.net.uk/Windows_iperf3 Running an iperf for 10 or 20 minutes is a good idea, as this will then be seen on our CQM graphs, and that may show loss/latency etc.

# '''iperf''' Ask us about testing with ''''iperf'''' - as this is generally better than http speed test websites. This can test single and multi-thread, upload and download. See: https://support.aa.net.uk/Windows_iperf3 Running an iperf for 10 or 20 minutes is a good idea, as this will then be seen on our CQM graphs, and that may show loss/latency etc, and also run upload and download tests along with single and multiple threads.

## <syntaxhighlight>iperf3 -R -P1 -t 600 -c speedtest.aa.net.uk # Download, singlethread, for 10 minutes</syntaxhighlight>

## <syntaxhighlight>iperf3 -P1 -t 600 -c speedtest.aa.net.uk # Upload, single-thread, for 10 minutes</syntaxhighlight>

## <syntaxhighlight>iperf3 -R -P10 -t 600 -c speedtest.aa.net.uk # Download, 10- thread, for 10 minutes</syntaxhighlight>

## <syntaxhighlight>iperf3 -P10 -t 600 -c speedtest.aa.net.uk # Upload, 10-thread, for 10 minutes</syntaxhighlight>

#'''Other tests'''

## Search Youtube for a '4k test' video, and see if that streams smoothly - there are various nature/landscape videos that are high quality and should stream nicely

# ...'''get in touch'''.

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Always worth running a test, even if LOS light is off - there could be a problem further upstream and Openreach may already be aware or we'll need to report a fault:

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* '''Run a test:-'''

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*# Our Control Page will allow you to run an 'End to End' test, this may if Openreach's systems detect a fault, in which case, do get in touch. eg: <tt>GTC_FTTP_SERVICE_1005 Possible fault in the Openreach network.</tt>

=More advanced topics and areas of investigation=