topic Re: Outages / slower speeds in Broadband

Outages / slower speeds

PabloBruno — Tue, 29 Oct 2024 14:16:27 GMT

Hi,

It seems to be a regular problem, but once again I have experienced a couple of outages of my broadband and now I am getting slower speeds (from 50Mb+ to less then 40Mb).

Please see HERE for the previous time this happened.

If anyone is able to test my line and/or provide any help/next steps it would be much appreciated. I would really like these problems to be solved.

Many thanks in advance.

Re: Outages / slower speeds

jab1 — Tue, 29 Oct 2024 14:25:34 GMT

As was said in your referenced post,we need a little more detail. To save me typing/editing it all again, can you provide the details requested in that topic?

Re: Outages / slower speeds

PabloBruno — Tue, 29 Oct 2024 15:31:18 GMT

As requested.

Re: Outages / slower speeds

jab1 — Tue, 29 Oct 2024 15:46:47 GMT

Looking at that data, I have a couple of observations. Unless you have intentionally disconnected, there is a fault, most likely in the Openreach network - your DSL uptime is only a couple of hours. With an attenuation such as yours, a 2.9dB noise margin is going to give rise to problems if you get any spikes/interference on the line.

I suggest the following:

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 the only option is to call Plusnet - 0330 123 9123

Re: Outages / slower speeds

PabloBruno — Tue, 29 Oct 2024 15:51:35 GMT

I never use my landline and have no handset I'm afraid. I also have never disconnected.

The trouble is, the last few times this has happened, I reported a fault, they tested the line and if there are no further drops then nothing happens.

As you can see, this keeps happening so I need it to actually be fixed. As I have no handset, should I report the fault?

Re: Outages / slower speeds

jab1 — Tue, 29 Oct 2024 16:01:58 GMT

Pity you don't have handset - they are useful if you are on a VDSL connection for testing for voice/line faults.

Without one, I suppose your only option is to report a broadband problem.

Do you know how to export your error log, as sight of that may be useful?

Re: Outages / slower speeds

PabloBruno — Tue, 29 Oct 2024 16:07:42 GMT

Here is the event log. I will report a fault now.

Re: Outages / slower speeds

jab1 — Tue, 29 Oct 2024 16:15:32 GMT

If they claim 'no fault' - ask them to recheck, there is one.

Re: Outages / slower speeds

PabloBruno — Tue, 29 Oct 2024 16:54:03 GMT

They acknowledged the fault and an engineer has been booked for two days time.

Let's hope they find the underlying problem.

Re: Outages / slower speeds

PabloBruno — Fri, 01 Nov 2024 20:12:54 GMT

I got an email today saying "Our suppliers have advised that they have resolved the fault affecting your services. Upon testing the connection today, we can see that it is working correctly."

Well, I just had another outage so there is something still wrong.

It's after 20:00 so I can't speak to anyone.

What does anyone suggest I do? Call them tomorrow and raise another fault?

I haven't been able to speak to anyone and so no one has read any of the above helpful advice that you have all given me.

How do I get them to read all this?

Many thanks in advance.

Re: Outages / slower speeds

jab1 — Fri, 01 Nov 2024 20:17:32 GMT

I would report 'fault not fixed'. But before you do that, can you post another exported error log. please, just for information?

Re: Outages / slower speeds

PabloBruno — Fri, 01 Nov 2024 20:58:27 GMT

As requested.

Re: Outages / slower speeds

jab1 — Fri, 01 Nov 2024 21:10:34 GMT

Thanks for that, @PabloBruno . I was expecting to see DSL drops, but I see none, instead, a crop of 'WAN DOWN' entries, which obviously indicates a fault, but not one I am familiar with.

I'll have dig around tomorrow, but might have to call in outside help.😀

Re: Outages / slower speeds

Dan_the_Van — Sat, 02 Nov 2024 09:19:02 GMT

@jab1

How about these two

20:07:28, 01 Nov. DSL Link Down: duration was 189179 seconds (189179 seconds = 52 hours)
15:33:59, 30 Oct. DSL Link Down: duration was 71221 seconds

Re: Outages / slower speeds

jab1 — Sat, 02 Nov 2024 09:24:00 GMT

@PabloBruno As I said, I'm not a network engineer, but doing a quick check on 'SIP WAN DOWN' has thrown up a suggestion - get the next engineer (if you get one) to check the external copper cable connections.

Re: Outages / slower speeds

MisterW — Sat, 02 Nov 2024 09:29:57 GMT

and when the DSL does resynch , the speeds are all over the place! Anywhere from just under 40Mb to over 60Mb.

Re: Outages / slower speeds

Dan_the_Van — Sat, 02 Nov 2024 09:31:29 GMT

@jab1

I see these messages as well, I have no issues, you also need to look at the message sequence times

Last message - 20:08:26, 01 Nov. SIP WAN UP
First message - 20:08:25, 01 Nov. SIP WAN DOWN

Re: Outages / slower speeds

jab1 — Sat, 02 Nov 2024 09:33:45 GMT

Fair enough, @Dan_the_Van I'll leave it to you to help/sort.

Re: Outages / slower speeds

Dan_the_Van — Sat, 02 Nov 2024 09:37:54 GMT

@jab1

To me you have already provided what needs to be done next, the fault has not been cleared.

Re: Outages / slower speeds

MisterW — Sat, 02 Nov 2024 09:43:22 GMT

As regards the SIP WAN ... messages, my guess (and its just a guess!) is that the SIP refers to the (non functional) voip functions.

I suspect there's a bit of the voip firmware still in there, and when the WAN connection goes up/down, the voip firmware is reset.