topic Unstable connection, high SNR in Broadband

Unstable connection, high SNR

Beige — Wed, 13 Jul 2022 09:37:54 GMT

Hello,

For the last few months my connection speed has been decreasing. Annoying but not enough to worry about, it was still in spec.

The last few weeks though I've been getting random disconnects and a wide range of speeds from somewhat normal, to extremely slow. For example I usually see around 2Mb up, this morning it was around 350Kb…

Also when using the phone there's some sort of interference The background noise, or hiss is fine, but there's a high speed pulse sound, almost like the old pulse dial handsets.

I've tried the usual steps, connecting the router to the incoming socket directly which made no difference. Also I've connected a corded phone to listen directly and the interference is still clear and present.

TLDR: Noisy line, high SNR

Current Rate (kbps)	799	9998
Max Rate (kbps)	7327	26252
SNR Margin (dB)	23.8	21.5
Line Attenuation (dB)	49.4	22.3

Re: Unstable connection, high SNR

Baldrick1 — Wed, 13 Jul 2022 20:35:45 GMT

Moderators Note

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Re: Unstable connection, high SNR

jab1 — Wed, 13 Jul 2022 20:47:57 GMT

@Beige Report a PHONE fault via: Report your landline problem | Help | Plusnet . This will most likely clear your problem.

Re: Unstable connection, high SNR

Beige — Thu, 14 Jul 2022 07:54:56 GMT

Done, just waiting for callback 👍

Re: Unstable connection, high SNR

Beige — Mon, 18 Jul 2022 08:59:55 GMT

A bit of mobile related faff, but we're nearly there…

I didn't get a call on the first go round because I didn't see in the text reply I was supposed to reply "advisor", my own mistake…

Next day I went round the loop again and this time spotted the "advisor" part of the reply. I text "advisor" and am notified a ticked has been logged. A while later I get a text to say there's a voice mail. You see I have terrible cellular signal and have to travel half a mile or so for stable calls…

Next I borrowed a different mobile that supports wifi calling, this time texting "phone" doesn't get a response from the bot at all. I've tried a couple of times yesterday and today. I'm guessing it's ignoring the different mobile number as there's a ticket already logged against the other number?

This morning I went out where there's good mobile signal and texted "advisor" again. It took a couple of minutes for the bot to reply, then another 5 minutes for an advisor to call back. After a brief chat a new hub2 has been sent out and an engineer booked to fix and external fault.

TLDR: Engineer booked for external fault

Re: Unstable connection, high SNR

adam945 — Mon, 18 Jul 2022 12:08:44 GMT

Hello @Beige, thanks a lot for getting in touch and I'm really sorry for the delayed response. I've just popped into the account and can see that you've called in, and a fault on your phone service has been raised. We'll be reviewing the account for an update from Openreach, who have advised they hope to have the problem resolved by by 21/07/2022.

Let me know if you have any further questions at all.