topic Re: Line reset please in Broadband

Line reset please

Biz55 — Sat, 13 Jan 2024 15:57:42 GMT

Ever since recent Openreach repair to our broken landline my broadband speed has decreased from about 10mbps to 7mbps.

I have read that others have resolved this with a line reset. So can I please get a reset ?

Re: Line reset please

ClaudiaG23 — Sun, 14 Jan 2024 13:44:50 GMT

Hi @Biz55 I'm struggling to find a recently fault on your account we have for you. When was this fault please?

Re: Line reset please

Biz55 — Mon, 15 Jan 2024 23:29:14 GMT

The problem is happening all the time.

I used to get about 10mbps. Ever since Openreach repaired my land line recently, I am down to about 7mbps. Would it be possible to try improving this with a reset ?

Re: Line reset please

jab1 — Tue, 16 Jan 2024 06:54:02 GMT

@Biz55 As Claudia has asked - when (roughly) did OR 'repair' your line?

Re: Line reset please

Anonymous — Tue, 16 Jan 2024 10:29:35 GMT

@Biz55

A line reset is the only solution if your broadband connection has become stuck after becoming 'banded' or had a 'capped profile' applied, but won't improve a connection that is performing badly due to ongoing interference, sub-optimal phone socket wiring, or an external line problem.

Perhaps @jab1 can walk you through (with his useful scripts) how to post here your router's DSL stats, so we can advise why you are seeing slower speeds than previously.

Re: Line reset please

jab1 — Tue, 16 Jan 2024 10:33:45 GMT

Happy to oblige, @Anonymous

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

BT Broadband Availability Checker (obscuring your phone number), where a landline phone is no longer supplied or known use the address version BT Broadband Address Availability (obscuring your address)

BTW Performance Tester - Over a wired (Ethernet) connection if at all possible, please report the 'ADDITIONAL DIAGNOSTICS'. This test is recommended to be performed with only one device connected.

Sight of the broadband connection status from your Hub (with the 'Username' obscured) would also be of help.

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 > Information

Where the phone line is still active, 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: Line reset please

Biz55 — Tue, 16 Jan 2024 12:27:03 GMT

Thanks.

Openreach repaired the landline on Tuesday 9th February.

Re: Line reset please

jab1 — Tue, 16 Jan 2024 12:31:07 GMT

Last year then?

Re: Line reset please

Biz55 — Tue, 16 Jan 2024 12:32:02 GMT

Woops.

January

Re: Line reset please

Biz55 — Tue, 16 Jan 2024 12:51:32 GMT

Thanks very much John. Here are some screenshots. ( my router is Tp_Link not BT Hub)

Re: Line reset please

jab1 — Tue, 16 Jan 2024 12:59:49 GMT

@Biz55 It appears from that that you are suffering from xDSL failures - unless you intentionally have disconnected - note the 'uptime'.

Your router is also reporting an 'max achievable' which is not supported by the information on the BTW page.

Re: Line reset please

Biz55 — Tue, 16 Jan 2024 13:25:29 GMT

I did switch the router off and on a few times yesterday when Plusnet had an outage.

Re: Line reset please

jab1 — Tue, 16 Jan 2024 13:28:33 GMT

OK - that was unfortunate, and not something I would recommend as a standard practise. Does your router have a readable error log?

Re: Line reset please

Dan_the_Van — Tue, 16 Jan 2024 13:34:33 GMT

@Biz55

TP-Link xDSL router logs are usually here Click Advanced > System Tools > System Log page.

It should be possible to save the log as a a text file which can be attached to a post

HTH

Re: Line reset please

Biz55 — Tue, 16 Jan 2024 13:44:33 GMT

Log Attached thanks

Re: Line reset please

jab1 — Tue, 16 Jan 2024 14:02:14 GMT

@Biz55 Unfortunately, that log doesn't seem to give the kind of information I was expecting, but not withstanding, you are on a very long, badly performing line.

@Dan_the_Van , @Anonymous I'm kind of out of ideas, either of you got any suggestions?

Re: Line reset please

Biz55 — Tue, 16 Jan 2024 14:13:03 GMT

Thanks John.

The line seems to have degraded over time because I used to get about 10mbps.

My landline was broken by a storm very recently so I used a tethered 4G phone for a week and was getting 30mbps. So unless things improve I will probably have to quit Plusnet and install a 4G router.

Re: Line reset please

Anonymous — Tue, 16 Jan 2024 14:37:35 GMT

@Biz55 if I was faced with a connection that looked like that, the next thing I would try is connect the router to the BT Master Socket's internal "TEST socket", and get a screenshot of the router's DSL statistics to compare with your existing results.

To access your "TEST socket", watch this video for instructions - YouTube : How to Connect into the Master Test Socket

Use the shortest DSL cable you can find to connect the router to the "TEST socket" - DON'T use a phone extension cable !

If you already have a filtered faceplate with both a 'phone' and 'DSL' outlets,like this -

then you might need a dangly DSL filter (shown below) to convert your router's DSL cable plug to fit the internal 'telephone' style socket.

Re: Line reset please

Biz55 — Tue, 16 Jan 2024 14:43:39 GMT

Thanks. I will give it a go.

Re: Line reset please

Dan_the_Van — Tue, 16 Jan 2024 15:15:56 GMT

@jab1

some TP-Link routers clear the log when they are turned off, which appears to be the case here, this is when the router starts

(oldest message is first)

2016-01-01 00:00:22 [5] System: DSL Training
2016-01-01 00:00:32 [5] System: Enable IPv4 SPI Firewall
2016-01-01 00:00:32 [5] System: Enable IPv6 SPI Firewall
2016-01-01 00:00:33 [5] System: DSL Link Down
2016-01-01 00:00:41 [5] System: DSL Training
2016-01-01 00:00:59 [5] System: DSL Link Up us/ds 799/8798 kbps Type 64/65B PTM Annex B

Time not synced to NTP so default time

Setting the log from Information to Debug would say more, but there is little point in this case