Low DSL speeds (proximus) *sorry about the English language post*

[sociableorg]

Hi Belgacom/Proximus experts -

I am getting pretty bad DL and UL speeds (have not checked speeds in over 8-months, so not sure when the issue started). Looking for tips on how to troubleshoot the issue. I have not contacted Proximus yet, but planning to do so after some troubleshooting steps. I have also attached historical speed tests I run on DSLreports.com.

Thank you!
[edit] I have rebooted the modem a few times, but get the same poor results after.

Code: Selecteer alles

B-Box 3 Sagem Tool v0.13.0
--------------------------
Device:                        B-Box 3 Sagem

Downstream current bit rate:   5,063 kbps
Upstream current bit rate:     1,054 kbps

Downstream max bit rate:       10,283 kbps
Upstream max bit rate:         1,922 kbps

Downstream attenuation:        41.4 dB

Downstream noise margin:       11.8 dB
Upstream noise margin:         12.2 dB

Vectoring down:                no
Vectoring up:                  no
Modem vectoring compatible:    yes
ROP vectoring compatible:      no

DSL standard:                  VDSL2 Annex B
DSL profile:                   8d
Estimated distance:            849 m

Proximus profile name:         5/0,5
Proximus DLM profile:          no
Proximus repair profile:       yes

USA (EST) Down Up Ping B Q S = Link ISP Streams Button Tags Comment
2022-09-24 07:13:40 4.62 0.788 41 F - F DSL Belgacom 6 / 1
2022-09-24 07:03:01 1.13 0.534 47 F - F DSL Belgacom 6 / 1
2022-09-22 02:24:19 4.85 0.415 41 F - F DSL Belgacom 8 / 1
2022-09-22 01:31:42 4.54 0.836 41 F - F DSL Belgacom 6 / 1
2022-09-22 01:30:12 4.52 0.641 40 F - F DSL Belgacom 6 / 1
2022-01-06 04:42:13 15.89 1.96 47 F A C DSL Belgacom 2 / 2
2021-12-20 23:49:17 16.93 2.47 47 F B D DSL Belgacom 6 / 3
2021-12-20 03:59:52 14.62 1.34 59 F B D DSL Belgacom 8 / 3
2021-12-09 16:33:22 17.51 2.04 46 F A C DSL Belgacom 2 / 2

[Devilzown]

I would just contact Proximus, you're gonna need a technician to sort that out.

[sociableorg]

Thanks. Is there a "good" customer service number that people use. Today being a weekend, I have spent ~1 hour on hold on the phone only to be disconnected. And this happened twice today

[Dettie]

Proximus repair profile: yes

your on a repair profile,
I would check if you don't have faulty wires where you connect your modem.

the proximus cable should be mounted straight to the white box, on a and b clamp. (no extra stuff connected)
So to be clear. The first point where the phone cable comes inside home. This should be the point you have the white box and modem plugged)

Your modem should be on connector on top of that white box. If needed bump philippe_d , he knows alot of this

If you think you found the issue, you can call a number 0800/22424 to get a line test and it will trigger the process to get better profile again (better speeds)
If you dail that number on the House phone, it will ask for you proximus account number, and then starting the test.

edit, easy way is to contact proximus. They will send someone to check stuff, but idk if this will be free or paid

[sociableorg]

Thanks a lot. I just have internet from Proximus (no TV). The telephone cable (RJ-11) goes from my BBox3 straight to the phone wall outlet. I had a Proximus technician come in some years ago when we moved to this new place and he said that is the only phone outlet that works in the house - this is the reason we use this particular outlet (I am not sure if this is the first point where the telephone cable comes into the apartment though).

For the line test, I don't know my landline phone number. I have consulted my past bills but there is no mention of a landline telephone number (in case this makes a difference, I have a subscription that is paid by my employer). Any way to get this? Strangely, I tried to login to my MyProximus account and I am unable to login (the website says theyare having some technical issues). I even asked for password reset email, but didn't get anything in my mailbox.

edit: Got the Myproximus account details sorted out. I have initiated the test/reset now on the line. Waiting now for 20-30 mins to re-check.

Added in 1 hour 45 minutes 39 seconds:
Since I have "Proximus DLM profile: no" on my modem, will the DLM test even be executed? I waited around 30 mins but didn't have any disconnection (was doing a ping to www.google.com all the while).

Added in 58 minutes 8 seconds:
Just ran the line test, there is no change in performance. I have an appointment scheduled for next week. Looks like they will charge 85 euros if the "fault" is inside the apartment.

[Dettie]

If a technician did the installation, your good normally. If they come, they will search for the fault, depends where, can be faulty connection, wire, cable, ...
Bad connection in the street cabinet ...

I gues not much can be wrong on your side

If they find the solution, plz post it here, so we can learn also what they did

[sociableorg]

Thanks and will update back. I just checked some historical information and looks like I was on a 20/3 profile until recently. Not sure what has triggered this switch to the 5/0.5 profile.

[sociableorg]

Just a quick update. I contacted our landlord (we live in a small 6-unit multi-tenant apartment) and turns out another tenant has the same issue. The main security door to the building was replaced/installed recently and the technicians were messing with the intercom/buzzer ('parlaphone'). The intercom does not work anymore, so that is a sign that they did screw up some wiring. So before calling the Proximus technician, we are waiting on the diagnosis from the landlord.

I checked the main telephone wiring cabinet myself (it is in the common basement) and suffice to say it is a complete mess (no labeling, lots of loose cables, not in any enclosed cabinet).

[Dettie]

@sociableorg

Left big cable is proximus ,

Just check those blue and white like i marked on picture

Pair 1
O ----- O White 1 (person 1)
O - O Blue 1

O ----- O White 2 (person 2
O - O Blue 2

Maybe there is a bad connection there somewhere.

Try find your cable, and check connections
Easy to find your cable, disconnect 1 wire in that big box, and see if you have signal on modem. If not you found your cable, if yes ,mount wire back and try another one.
also look at those wires it's clear copper, some use to have a little clear isolation .

Once you find your cable. You can mark him


If someone switched, only proximus will be the one who can fix this.
Only they know wich line comes out of witch wires . Since you talk of the intercom not working also.

example,
pair 1 = VDSL signal
pair 2 = VDSL signal
pair 3 = intercom PHONE
pair 4 = VDSL signal

Normally vdsl and telephone line have different voltages. If you have a tool, measure them out.

[sociableorg]

Thanks a lot for your help! I did troubleshoot the cable and looks like the wiring in the cabinet downstairs seems OK. The technician was here today and he first replaced the modem without checking anything . I tried to ask him what he was doing, but looks like they have a fixed set of steps they follow. No surprise that even after replacing the modem, my line was still under 'repair' profile. I then tried to explain to him the output of the sagem tool, but he said they had their own tools (fair enough) but it took him another 10 mins to come to the same conclusion. He said there was some big problem on the line between the splitter and the CO (I assume, because he said he had to get another team to intervene). Now the problem is a bit in limbo - not sure who is actually working on the issue but the technician promised that he had called in for more help.

Net-net: I have a new modem, but have the same problem as before I have improvement in the speed (a bit more, but not near the profile I had before).

Code: Selecteer alles

B-Box 3 Sagem Tool v0.13.0
--------------------------
Device:                        B-Box 3 Sagem

Downstream current bit rate:   8,850 kbps
Upstream current bit rate:     2,064 kbps

Downstream max bit rate:       10,047 kbps
Upstream max bit rate:         3,120 kbps

Downstream attenuation:        43.8 dB

Downstream noise margin:       6.7 dB
Upstream noise margin:         8.4 dB

Vectoring down:                no
Vectoring up:                  no
Modem vectoring compatible:    yes
ROP vectoring compatible:      no

DSL standard:                  VDSL2 Annex B
DSL profile:                   8d
Estimated distance:            845 m

Proximus profile name:         unknown
Proximus DLM profile:          unknown
Proximus repair profile:       unknown

[Devilzown]

Did he do a test downstairs straight on the Proximus cable?

[sociableorg]

Did he do a test downstairs straight on the Proximus cable?

He spent all the time inside our apartment unit and didn't ask for access to the downstairs cabinet (it is locked and we have the key, so we would have known if he wanted to do any tests there).

[Devilzown]

He should have disconnected the cabling to your apartment & do a measurement there before concluding it's a problem outside.

[sociableorg]

He should have disconnected the cabling to your apartment & do a measurement there before concluding it's a problem outside.

It was indeed a bit strange that he came and replaced the modem without checking anything else. But I assume they have a checklist of items they go through and don't go "off script". I am afraid they are looking at the wrong issue and will close it with "it is what it is, deal with it". I will give it another few days and will move to Telenet if all else fails (Telenet is available in my area but not sure what new problems they will have).

Separate question: For Telenet, the coax cable comes in from the street into our living room. We don't have any other coax outlets in our rented apartment. Most of my computing equipment (I do some hobby programming) is in the office. I have looked at various mesh wifi/power adaptor options, but they all mostly s****. How difficult is to drill a hole through a wall of ~15 cms. My idea is to run a CAT5/6 cable from the living to the office through this hole in the wall. I don't have any experience with drilling or sizing up walls (if there is piping/wiring behind or not), so looking for any tips. I will contact the landlord for sure, but want to give him a proposal so that he does not think I am crazy for asking to drill holes.

[Devilzown]

It's pretty easy if you have the right equipment: a rotary hammer & a long drill bit. You should be able to find it at a rental place like https://www.boels.com if you dont have it yourself. Be aware though that if your wall on the other side is plastered you can make a pretty big hole when you push through the last bit of wall. I usually just measured it on both sides & drilled a smaller hole to relieve the pressure on the plaster on the opposing side of the wall.

[sociableorg]

It's pretty easy if you have the right equipment: a rotary hammer & a long drill bit. You should be able to find it at a rental place like https://www.boels.com if you dont have it yourself. Be aware though that if your wall on the other side is plastered you can make a pretty big hole when you push through the last bit of wall. I usually just measured it on both sides & drilled a smaller hole to relieve the pressure on the plaster on the opposing side of the wall.

This is amazing information, thanks. I will check out the rental place for drilling kit. I hope the landlord has access to the apartment plans and can tell me where to drill without hitting any pipes/wires.

Added in 20 hours 57 minutes 6 seconds:
Just a quick update. I complained on their twitter thread and someone responded very quickly that they are planning some major 'intervention' around 20th Oct and that should fix my issue. Apparently they need to get some roads dug up so this is taking some time for the permits. They also mentioned that my neighborhood is "ready" for fiber, but not clear when it will be available. Not holding my breath, but there seems to be some activity to fix the issue.

[sociableorg]

The plot thickens. I received a letter in the mail from Proximus stating that the issue is definitely in the exterior of my apartment. Proximus is sending someone tomorrow to perform some street work (they said they needed some special permissions to work on the street). What I am confused about is how my next door and upstairs neighbors (all living in the same apartment building) are on ~20M/4M down/up profile on a similar VDSL connection? I assume that they will all suffer the same issues I have if the problem is indeed on the street? As someone noted above, there is one common cable for the entire building that leaves the switchboard (picture in messages above). So how are the neighbors having stable internet with decent speeds?
Edit: vectoring on my line is disabled so most likely the physical line (specific to my apartment unit) between the dsl splitter in my basement and the CO has some noise issues.

[raf1]

Yes, there is a common cable, but this cable contains multiple thin copper pairs, one pair per user.
So, this means you have an individual connection between your modem and the DSL street cabinet.
It's possible only one single copper pair has issues while the copper pairs of your neighbours are fine.

[Sinna]

I can confirm @raf1's feedback. I had a similar issue a few weeks ago: suddenly the upstream on 'my' VDSL line drops significantly but the other VDSL lines in the same common cable weren't affected. Solution (in my case) was to switch copper pair, but that had to be performed by a Proximus technician.

[sociableorg]

Thanks for the replies. The technician was here and indeed they had to repair some segment of this specific copper line. He says that my copper pair is connected to a street cabinet that is several blocks away (almost 800m away). Now my interest speed is back to ~16M/2M profile.

On further probing, he has put in a request to migrate my copper line to one that is right in front of our building (he called the street cabinet a 'borne' en Francais). I am not sure why they don't pro-actively migrate customers if there is a street cabinet right next door. I am assuming free port availability on that street cabinet is a consideration. In any case, I am satisfied with the outcome (back to the speed I had originally, with a hope of increasing a bit more if I do get re-connected to a street cabinet nearby).

Thanks all for your help!

I can confirm @raf1's feedback. I had a similar issue a few weeks ago: suddenly the upstream on 'my' VDSL line drops significantly but the other VDSL lines in the same common cable weren't affected. Solution (in my case) was to switch copper pair, but that had to be performed by a Proximus technician.

Added in 11 minutes 32 seconds:
After today's intervention

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B-Box 3 Sagem Tool v0.13.0
--------------------------
Device:                        B-Box 3 Sagem

Downstream current bit rate:   16,559 kbps
Upstream current bit rate:     2,064 kbps

Downstream max bit rate:       26,135 kbps
Upstream max bit rate:         4,792 kbps

Downstream attenuation:        17.4 dB

Downstream noise margin:       11.6 dB
Upstream noise margin:         12.2 dB

Vectoring down:                no
Vectoring up:                  no
Modem vectoring compatible:    yes
ROP vectoring compatible:      no

DSL standard:                  VDSL2 Annex B
DSL profile:                   8d
Estimated distance:            572 m

Proximus profile name:         16,5/2
Proximus DLM profile:          unknown
Proximus repair profile:       no

[serialchiller]

I am not sure why they don't pro-actively migrate customers if there is a street cabinet right next door.

There are mostly historical-technical reasons for that. The thick undergound cable with all the individual pairs starts AND ends at such a street cabinet (borne, KVD). In a sort of loop beneath the pavement of the streets of your neigborhood.
In designing the analogue telephone system back in the day, distance from the street cabinet did not matter as much as it does with high frequency xDSL-signals today.
The design was more a matter of optimizing cost vs the number of lines to have available.
Often times there is no, or too low capacity in cables between these street cabinets. And/or the DSL-equipment in the cabinet next to it wans't dimensioned to accept such migrations.
It's almost never impossible, but for Proximus this often comes at too great a cost. Especially now they're very actively rolling out their fiber network.

I hope to have given you some insight into why things are more complicated as they seem in this matter.

Be sure to check fiber availability regularly. In the case of an appartment-building, it's almost alwys the case the landlord has to give his approval to introduce the fiber, so get him IN the loop!

[sociableorg]

Thanks. The technician did a check for fiber availability and it showed red in his system . Proximus contacted me now and is saying that migrating me the new ‘Borne’ will not help my speeds because the max speed achieved by anyone living on my street is apparently the 20M/2M profile

[cyberbug]

If no solution is in sight for the near future, You need more speed, and 300 Gb is enough, you can always go the 4G/5G route.

https://www.proximus.be/en/id_cr_msub/p ... tions.html
The € 50 option gives you 300 Gb over 5G (speed up to 1gbps depending on location, proximus network)

https://tadaam.be/en/#order-tadaam (includes TV)
€ 40/50/60 gives you 300GB (speed up to 30/50/60Mbps Base/Telenet network)

Tadaam seems the best option since you do not have to buy anything extra (modem and media player included) and also has tv included.