topic Re: DSL Broadband stuck on slow speed: 3244kbps in Broadband

DSL Broadband stuck on slow speed: 3244kbps

Slither3249 — Tue, 12 Dec 2023 17:07:58 GMT

So the front panel of the master socket conked out completely, and ever since, we've been stuck on this slow speed.

I'm guessing a "DLM Reset" is needed.

Currently, I'm connected via a spare ADSL filter to the master socket. Not looking for an engineer visit. Not yet anyway.

Re: DSL Broadband stuck on slow speed: 3244kbps

jab1 — Tue, 12 Dec 2023 17:37:04 GMT

@Slither3249 You most decidedly have a line fault - with a downstream SNR that high, I would call it a major one.

First thing to check: Is your phoneline clear? Dial 17070 (preferably from a corded phone), select option 2. Once your phone number is confirmed, there should be silence on the line except for the regular 'Quiet Line Test' message - any other noise, report a PHONE problem via: https://www.plus.net/help/report-a-problem/phone/

If the phone test passes, report a broadband problem via: https://www.plus.net/help/report-a-problem/broadband/

Let us know the result - if the tests come back as clear but you still have a problem, we need to investigate further.

The above assumes you still have 'normal' landline connection - if you have a SOGEA (internet only) one, just use the second link to report a network issue.

Re: DSL Broadband stuck on slow speed: 3244kbps

Slither3249 — Tue, 12 Dec 2023 17:46:43 GMT

The phone is quite clear. A bit of light fuzzy noise in the background. When it was connected to the front panel, before it died, the noise was impressively deafening.

It was almost certainly the front panel causing the problem. Although, I'm not quite sure of that. There may be another fault. But before front panel died, I routinely turned the modem off at night and got at least reasonable speed when turning it on the next day.

Re: DSL Broadband stuck on slow speed: 3244kbps

jab1 — Tue, 12 Dec 2023 17:50:42 GMT

If you still have noise - any noise via the test socket, use the first link and report a phone fault.

FYI - constantly turning the Hub off is not recommended, it can be part of the problem as eventually, the DLM may interpret it as a fault.

Re: DSL Broadband stuck on slow speed: 3244kbps

Slither3249 — Tue, 12 Dec 2023 18:14:58 GMT

I'll keep the modem on for a few days and see what happens. Maybe this "DLM" is more sensitive after a fault happens. But I've never seen a speed change unless a disconnect happens.

Re: DSL Broadband stuck on slow speed: 3244kbps

jab1 — Tue, 12 Dec 2023 18:32:18 GMT

Up to you, but as I said - you have a fault - nothing will improve until that is sorted.

Re: DSL Broadband stuck on slow speed: 3244kbps

Anonymous — Tue, 12 Dec 2023 18:43:31 GMT

@Slither3249 if you -

TEXT HELP to 0780000812

the automated bot will do it's thing and may reset your line (and DLM) as part of it's test sequence.

However, if you let it run to completion and it finds nothing, then the last option is for an 'agent' to call you, when you explain that your line is stuck and it needs a DLM reset, they usually fix that immediately. Job done !.

Just be aware that the agent callback won't happen after they close a 7:30pm

Re: DSL Broadband stuck on slow speed: 3244kbps

jab1 — Tue, 12 Dec 2023 18:46:44 GMT

@Anonymous If you read this topic, the OP has a physical fault on their network connection (noise on the line) - until that is cleared, no amount of DLM resetting/testing will achieve anything.

Re: DSL Broadband stuck on slow speed: 3244kbps

Anonymous — Tue, 12 Dec 2023 18:54:16 GMT

@Slither3249 wrote:

I'll keep the modem on for a few days and see what happens.

For what it's worth ...

I've NEVER had a banded or stuck DLM, resolve itself by waiting weeks and months (either ADSL or FTTC).

My line used to get stuck about three time every year, and would ALWAYS require Plusnet to trigger a DLM Reset

Re: DSL Broadband stuck on slow speed: 3244kbps

jab1 — Tue, 12 Dec 2023 18:51:24 GMT

I'm not expecting the OP to wait - I am merely pointing out that the only way to resolve their issue, is to report a fault and get Openreach to clear the fault on their network.

Re: DSL Broadband stuck on slow speed: 3244kbps

Anonymous — Tue, 12 Dec 2023 19:01:37 GMT

@Slither3249 wrote:

.

Currently, I'm connected via a spare ADSL filter to the master socket.

The fact that the download "Maximum data rate" is 46965Mbps with the 'spare' filter, would suggest that currently there isn't much wrong with the line, other than DLM has banded it and is now stuck.

Re: DSL Broadband stuck on slow speed: 3244kbps

jab1 — Tue, 12 Dec 2023 19:08:50 GMT

Except that ridiculously high D/S SNR - and the fact that a phone test (in the test socket) is giving rise to noise - it should be TOTALLY silent.

Re: DSL Broadband stuck on slow speed: 3244kbps

Slither3249 — Tue, 12 Dec 2023 19:20:58 GMT

Ah yes, an automated reset would be nice. But they found a fault and want to send an engineer, for something that I think can be fixed by PlusNet/OpenReach flipping a switch on their end. I guess an engineer visit will be happening.

Re: DSL Broadband stuck on slow speed: 3244kbps

jab1 — Tue, 12 Dec 2023 19:22:52 GMT

@Slither3249 Sorry - noise on a line cannot be fixed by 'flipping a switch' - believe me.

Re: DSL Broadband stuck on slow speed: 3244kbps

Slither3249 — Tue, 12 Dec 2023 19:39:14 GMT

Oh, I've heard much more noise with better speed. This is not bad noise. Even with this tiny amount of noise on the phone, I should be getting a much better speed than 3.2Mbps.

When the front panel was dying, the noise I got out of that phone was deafening. Frequent disconnects every minute or so. This was probably enough for the DSL infrastructure heuristics to completely give up, even after removing the front panel.

Or maybe there is another fault. Who knows. I have suspicions of a long-term fault. Maybe a "rectified loop" that cuts out the phone ring. And I have had random disconnects with good SNR, which leads to lower speeds because of those DSL heuristics. That's been going on for months and months. But I haven't had many random DSL disconnects recently, until the front panel gave up. I had a long streak of a full month of no disconnects.

Re: DSL Broadband stuck on slow speed: 3244kbps

jab1 — Tue, 12 Dec 2023 19:37:43 GMT

@Slither3249 I think I can see your reasoning, but after doing support on this forum for close on 14 years, and about 10 with my previous ISP, I have learned a lot, and noise on a line - however 'little' is not a good thing. For a trouble-free connection, it needs to be silent.

Re: DSL Broadband stuck on slow speed: 3244kbps

Dan_the_Van — Wed, 13 Dec 2023 08:23:35 GMT

@Slither3249

The noise on the phone line, it is still present with the Hub One disconnected?

The reason I ask is many years back I had noise on the phone line and the source was the Hub One, I was getting reduced speeds as a result of the noise.

You seem reluctant to report a fault, why is this it won't cost you anything!

Re: DSL Broadband stuck on slow speed: 3244kbps

willcutforth — Wed, 13 Dec 2023 09:51:46 GMT

When I test it, it is asking for an appointment. Are you able to remove the router like @Dan_the_Van says?

Re: DSL Broadband stuck on slow speed: 3244kbps

Slither3249 — Wed, 13 Dec 2023 15:54:21 GMT

@Dan_the_Van

It is possible that the faint noise is coming from the modem, but to test that, I would have to disconnect the modem! The big no no.

I reckon though it is highly unlikely that 3.2Mbps is due to this faint noise. The extreme noise from the front panel was what originally dragged my internet to this speed.

PlusNet have sent me a message through "Help Assistant". They may send an engineer, they may not. I suspect this fault can be fixed remotely, which is why I don't feel an engineer visit is absolutely required, but they can send one if they feel like it.

Re: DSL Broadband stuck on slow speed: 3244kbps

jab1 — Wed, 13 Dec 2023 16:02:48 GMT

@Slither3249 To be honest, with the speed and noise margin you currently have, disconnecting it for the short time it would take for a phone test is extremely unlikely to be detrimental. If you refit the front panel, making sure it it seated square and flat, does the noise resume?

If, as I still suspect, the noise is due to issues with the copper connection to your property, the engineer may not need to actually visit you - although they really should, to ensure what they have done to the line has achieved the required result.