topic Re: Can I report a broadband fault online? in Broadband

Can I report a broadband fault online?

simonc2 — Fri, 01 Sep 2023 16:30:49 GMT

I've been going round in circles trying to get to a web page (which I have used before) to report a broadband fault. I wonder if the system has changed so it is no longer possible to do this online.

I followed the link to https://www.plus.net/help/report-a-problem/broadband/ which says "Report your problem by text or online using our troubleshooter." but there's no further link to the online form or the troubleshooter. I follow the link to "Help and support Guides" and try the most helpful option "If you're still having problems?" which has a link for "report a problem to us" which goes straight back to the page I started from.

Grateful for any ideas on this.

Thanks

Re: Can I report a broadband fault online?

jab1 — Fri, 01 Sep 2023 16:39:06 GMT

@simonc2 If it is a definite broadband problem, use this text link: https://www.plus.net/help/report-a-problem/broadband/

Re: Can I report a broadband fault online?

Dan_the_Van — Fri, 01 Sep 2023 16:46:23 GMT

@simonc2

If you're not looking to use the text service try this link https://faults.plus.net

You will be prompted to logon to the members centre

HTH

Edit: if you try this service can you please confirm it still works

Re: Can I report a broadband fault online?

Anonymous — Fri, 01 Sep 2023 16:44:23 GMT

For what it's worth, I recently used the report a broadband fault by TEXT and was unexpectedly impressed, it solved my problem with a lot less effort than the old online troubleshooter.

Good luck getting your fault fixed !

Re: Can I report a broadband fault online?

simonc2 — Fri, 01 Sep 2023 16:50:18 GMT

@jab1

John

I don't know if it's going to be a problem but the connection has been unstable this afternoon. I'll keep monitoring it with RouterStatsHub.

I don't use a mobile phone so I'll have to borrow one to send the text message.

Regards

Simon

Re: Can I report a broadband fault online?

simonc2 — Fri, 01 Sep 2023 16:49:25 GMT

@Dan_the_Van:

Brilliant - that goes to the page I've used before.

Many thanks.

Simon

Re: Can I report a broadband fault online?

jab1 — Fri, 01 Sep 2023 16:53:33 GMT

@simonc2 wrote:

@jab1

John

I don't know if it's going to be a problem but the connection has been unstable this afternoon. I'll keep monitoring it with RouterStatsHub.

I don't use a mobile phone so I'll have to borrow one to send the text message.

Regards

Simon

Simon - that is a definite problem - looks to me like an OR network failure, but let us know the result of your report.

Re: Can I report a broadband fault online?

Dan_the_Van — Fri, 01 Sep 2023 17:37:21 GMT

@simonc2

Do you have a ADSL connection?

Might be noise on the line, if you have a landline phone connected check for noise 17070 option 2.

Re: Can I report a broadband fault online?

simonc2 — Fri, 01 Sep 2023 19:53:41 GMT

@Dan_the_Van

The quiet line test had some low level noise on it - more than I've heard before when doing this test - so maybe it's a line fault.

Re: Can I report a broadband fault online?

Anonymous — Fri, 01 Sep 2023 19:58:52 GMT

@simonc2 does this allow you to report a noisy line ? - https://www.plus.net/my-account/tools/phone-troubleshooter/

Re: Can I report a broadband fault online?

willcutforth — Sat, 02 Sep 2023 15:54:13 GMT

@simonc2 I've tested the line and it isn't finding a fault. Any chance you can take a picture of how the router is set up etc and whether that is the main socket in the property?

Re: Can I report a broadband fault online?

simonc2 — Mon, 04 Sep 2023 10:47:30 GMT

@willcutforth

I didn't use the computer over the weekend but it looks as if the problem was temporary, as it all looks good this morning.

Thanks fo everyone who offered advice, especially for the link to the online fault reporting page.

Re: Can I report a broadband fault online?

jab1 — Mon, 04 Sep 2023 11:09:33 GMT

@simonc2 Those noise margin figures from this morning are horrible - which Hub/router are you using?

Re: Can I report a broadband fault online?

simonc2 — Mon, 04 Sep 2023 14:28:24 GMT

@jab1

It's a Hub One from plusnet.

Looking back at previous issues the upstream noise margin has been at 24dB since April this year when they last fixed a fault I reported.

Why-does-plusnet-keep-messing-up-my-broadband-connection

The downstream noise margin after the fix in April was about 4dB however.

At that time I received a message from plusnet saying "We have asked our wholesale broadband suppliers to turn interleaving on, on your phone line to try and fix your current broadband problem." so that was evidently the fix they applied. I noticed the noise margineseems to be more elevated after that, but the broadband connection was stable (until last Friday).

I'm slightly confused about the term "noise margin" - I instinctively thought this represented the margin between the signal and the noise, so a large number meant the noise was very small compared to the signal.

Simon

Re: Can I report a broadband fault online?

Baldrick1 — Mon, 04 Sep 2023 14:41:41 GMT

It does but unless your line is running right at the top of your contracted speed the higher the margin the slower your connection speed.

What is your contract minimum guaranteed speed?

Re: Can I report a broadband fault online?

simonc2 — Mon, 04 Sep 2023 14:50:43 GMT

@Baldrick1

Here are contract details from plusnet website

Here is a result from the BT Wholesale speedtest site

Let me know if I can provide any more info.

Simon

Re: Can I report a broadband fault online?

Baldrick1 — Mon, 04 Sep 2023 16:35:17 GMT

@simonc2

This dara shows That your line is capable of 13Mbps.

Perhaps @willcutforth will kick off a DLM reset and see if this helps. If the SNR returns to this high level then it suggests that you have an intermittent fault or REIN on the line.

Re: Can I report a broadband fault online?

RealAleMadrid — Mon, 04 Sep 2023 16:57:00 GMT

@simonc2 You have a recurring fault on you line which has not been fixed properly. The SNR margins are very high resulting in very poor speeds. You have a fairly short line with low attenuation so should be getting speeds towards the high end of the ADSL2+ range which is what you were getting back in February this year after a fault fix.

Normal SNRM values of around 6dB giving speeds of 19.205 Mbps Downstream and 1.004 Mbps Upstream

see msg#15 of this thread https://community.plus.net/t5/Broadband/Recurrence-of-problem-with-Plusnet-broadband-unlimited/td-p/1908790

So why are the speeds so low, it looks like the speeds are capped or banded so the modem can not sync with the correct SNR margins.

The Plusnet broadband service info is basically useless, it is all estimated and plainly wrong. The current line speed is not an actual speed but a Plusnet profile which is supposed to track the BT IP profile which it isn't so it's also wrong.

Looking at the maximum range values in the BT Advanced Test of 7.15 Mbps and 0.45 Mbps those values strike me as close to the maximum speeds for an ADSL1 service so another oddity.

@willcutforth This line may not showing disconnection faults at present but it is performing very much below expectations as far as the speeds are concerned. Can you check for any profile banding or capping as the SNR margins are ridiculous.

Also this may be a bit off the wall but could the line be wrongly profiled on ADSL1 speeds at the exchange equipment.

These problems have been happening repeatedly on this line. Something is badly wrong and needs proper investigation.

@Baldrick1 The erroneous misnamed Current Line Speed tells you nothing about the actual line capabilities. It's capable of over 19Mbps as shown above.

Re: Can I report a broadband fault online?

ClaudiaG23 — Mon, 04 Sep 2023 16:56:57 GMT

Hi @simonc2 I've completed the DLM reset for you. You're now starting the training period. This can take 10 days for your line to settle down and find the best speeds that your line can handle.

Re: Can I report a broadband fault online?

jab1 — Mon, 04 Sep 2023 16:59:44 GMT

@simonc2 Can you post the output from the Hubs Error log, please - that is a poor result. Your Troubleshooting page (with personal details obscured) may be helpful too.