topic Re: Is my Line Going through DLM? in Broadband

Is my Line Going through DLM?

AWB70 — Mon, 10 Apr 2023 13:00:57 GMT

Not a new user been with PN for many years and was already on fibre but I signed up for another 18 month contract 10 months ago and got the hub 2 router but didn't actually plug it in to today.. Should be getting speeds of 24-27mbps but on the BT test and other I'm only getting 2.69mbps.

Has plugging the new router in started the DLM process off?

Re: Is my Line Going through DLM?

jab1 — Mon, 10 Apr 2023 13:05:54 GMT

@AWB70 A simple hardware change like that should not trigger DLM. Can you post the results of the Advance Diagnostic from the BT test, and the Hub2's Technical Log - obscuring personal details?

Re: Is my Line Going through DLM?

RealAleMadrid — Mon, 10 Apr 2023 13:09:01 GMT

@AWB70 No, DLM does not work like that, changing the router should have minimal effect on your speeds so something else is going on. The first thing to look at are the router stats on the hub, not sure where you find them I don't use Plusnet routers. Could be Helpdesk page or Advanced diagnostics. There is info on the Plusnet site that should help you.

Re: Is my Line Going through DLM?

jab1 — Mon, 10 Apr 2023 13:16:32 GMT

I'm wondering if the fact that the Hub is 10 months old means it has fallen off the maintenance platform?

Re: Is my Line Going through DLM?

RealAleMadrid — Mon, 10 Apr 2023 13:51:19 GMT

@jab1 I don't think that an old firmware version would cause such a dramatic drop in speed.🤔

Re: Is my Line Going through DLM?

jab1 — Mon, 10 Apr 2023 13:54:05 GMT

Possibly not - but I wonder if its age means it hasn't been connected correctly to the PN network? @AWB70 what username and password is showing in the Hub?

Re: Is my Line Going through DLM?

AWB70 — Mon, 10 Apr 2023 14:08:44 GMT

@jab1 Sorry I've had to nip to work but I can get some further information from the BT test when I get back. When I tried that earlier it said error 404?

I do have the Plusnet Hub settings and current statistics which I emailed to myself, which information in there would be considered sensitive before posting? Is my username also sensitive?

You wouldn't think that many moons ago I used to build my own gaming rigs and tweak all these settings for best performance but it's all beyond me now 😂

Re: Is my Line Going through DLM?

jab1 — Mon, 10 Apr 2023 14:15:37 GMT

@AWB70 Try this link: https://speedtest.btwholesale.com/ for the speed test - comes up OK on my system.

The only info on the Hub data which is really sensitive is your username.

Re: Is my Line Going through DLM?

AWB70 — Mon, 10 Apr 2023 14:30:26 GMT

This is a list of your Plusnet Hub settings and current statistics.

Product code:Plusnet Hub Two

Serial number:+108417+2152005677

Firmware version:v0.05.03.07154-PN

Firmware updated:Mon Apr 10 13:07:02 2023

Board version:R01

GUI version:1.3 10_03_2021

DSL uptime:0 Days 1 Hr 14 Mins

Data rate:6.53 Mbps / 25.147 Mbps

Maximum data rate:7.040 Mbps / 29.374 Mbps

Noise margin:6.2 / 6.1

Line attenuation:12.5 / 19.7

Signal attenuation:12.3 / 23.8

VLAN id:101

Upstream error control:Off

Downstream error control:Off

Data sent / received:213.8 MB Uploaded / 1.1 GB Downloaded

Broadband username:xxxxxxx

2.4 GHz wireless network name:PLUSNET-2JC2PX

2.4 GHz wireless channel:Smart (Channel 6)

5 GHz wireless network name:PLUSNET-2JC2PX

5 GHz wireless channel:Smart (Channel 36)

Wireless security:WPA2 (Recommended)

Wireless mode:Mode 1

Firewall:On

MAC address:C0:D7:AA:AB:56:0D

Software variant:-

Boot loader:0.1.7-PN (Thu Nov 30 09:45:22 2017)

Re: Is my Line Going through DLM?

jab1 — Mon, 10 Apr 2023 14:41:57 GMT

@AWB70 That firmware is not the latest, although it updated only a couple of hours ago.

Your data rates are way too low for the line and signal attenuation reported, so as @RealAleMadrid said, there is something else going off - but I don't know what - yet.

Assuming the username is yours, then we need to look at the full picture.

For Community members to be able to help, information from these two sites, as screenshots, posted as pictures within the topic, not as attachments:-

BT Broadband(obscuring your phone number) and BTW Performance Tester - Over a wired (Ethernet) connection if at all possible, please report the 'ADDITIONAL DIAGNOSTICS', ~~and sight of the broadband connection status from your Hub (with the 'Username' obscured)~~ would be a good starting point.

~~For the Hub One -~~

~~Navigate from the Home Screen to Troubleshooting > Helpdesk~~

~~For the Hub Two -~~

~~Navigate from the Home Screen to Advanced Settings > Technical Log > Informatio~~n

It may also be a good idea to report the results of a Quiet Line Test - dial 17070 option 2 from a (preferably corded) phone. After the confirmation of your phone number, there should be total silence apart from the regular 'Quiet Line Test' announcement. Any other noise - report a PHONE fault first.

If you are unsure about any of the above, please just ask - I am happy to help.

Re: Is my Line Going through DLM?

Anonymous — Mon, 10 Apr 2023 14:51:06 GMT

For completeness it would also be useful to know what your "Current Line Speed" is showing.

To find this, login to your Plusnet Member Centre.

then navigate to - https://www.plus.net/member-centre/broadband

and find "Current Line Speed (Download):" in the "Your broadband service" section.

Re: Is my Line Going through DLM?

AWB70 — Mon, 10 Apr 2023 15:04:38 GMT

This you mean?

Product: Unlimited Fibre
Estimated Download Range: 24 - 27Mbps
Estimated Upload Range: 4Mbps
Minimum Guaranteed Speed: 22.1Mbps
Current Line Speed (Download): 40Mbps

Re: Is my Line Going through DLM?

jab1 — Mon, 10 Apr 2023 15:08:13 GMT

Thats what @Anonymous was after, yes. It appears something is amiss though - your speeds should be higher given the data in the Hub Help page.

Can you follow my post above, and supply the information requested?

Re: Is my Line Going through DLM?

AWB70 — Mon, 10 Apr 2023 15:17:48 GMT

Yes will do buddy, I'll do the BT test when I get back home. At work at the minute trying to setup 365, that'll teach me for trying to sort IT things out while I had some time off, never ends well 😁 Thanks for sticking in the post.

Re: Is my Line Going through DLM?

jab1 — Mon, 10 Apr 2023 15:22:58 GMT

No problem, @AWB70 - nice to have the odd challenge to keep the reducing brain cells active.😉

Re: Is my Line Going through DLM?

AWB70 — Wed, 12 Apr 2023 19:08:42 GMT

Apologies for not getting back sooner I was bogged down with other IT matters! @jab1 see below results of the test. My speeds appear to be random using the BT test, anything from 0.36mbps to 22 mbps. I can't seem to use the diagnostic part of the test, it says...

"Summary Advanced Test

Your speed test has completed and the results are shown above, however during the test an error occurred while trying to retrieve additional details regarding your service. As a result we are unable to determine if the speed you received during the test is acceptable for your service. Please re-run the test if you require this additional information."

I only know my telephone number though.

Re: Is my Line Going through DLM?

jab1 — Wed, 12 Apr 2023 19:37:18 GMT

@AWB70 Can't remember if I asked - are you on Unlimited Fibre or 'Unlimited Fibre Extra'? Either way, you are under the handback threshold, so my suggestion is to report a Broadband fault via https://www.plus.net/help/report-a-problem/broadband/ and let us know the result. If they say there is no issue, they are not telling the truth.

The advanced diagnostic on the BTw site appears to be broken - again - as you are the second or third person to have reported this today. No matter, the screenshot above tells us all we need to know.

Re: Is my Line Going through DLM?

AWB70 — Wed, 12 Apr 2023 19:43:07 GMT

Thanks John, I'm on unlimited fibre, are you saying there is information in that screenshot that suggests there is a fault, if so what in particular?

Re: Is my Line Going through DLM?

jab1 — Wed, 12 Apr 2023 19:57:33 GMT

OK, so the 40/10 product then. Given that, with the line/signal attenuation figures on your Help desk pages, I would have expected something closer to the low to mid 30Mb/s range for download and maybe a bit more than you are seeing for upload,

Your wildly fluctuating speeds, and the very low uptime in your Help Desk shot, strongly suggest you are having constant xDSL drops. At one time, the Help Team would post the RADIUS logs to confirm/disprove this, but they seem strangely reluctant to do this these days.

Re: Is my Line Going through DLM?

AWB70 — Thu, 13 Apr 2023 17:05:09 GMT

Thanks @jab1 I'll look into it. To be fair the internet in my home is mainly used (by me anyway) for streaming tv these days which I guess may not be affected by "dropouts" as I guess it would be buffered a bit up in advance? i know my daughter was doing some complaining when she was doing teams stuff for her college work but I assumed it was something on the other end as it wasn't really affecting me, perhaps she was right all along!