topic Line speed dropped in Full Fibre

Line speed dropped

Monsoft — Fri, 10 Sep 2021 12:43:17 GMT

For months there was no issue with internet speed and line speed until few days ago when on our street show up some people and start pulling cables to BT manholes. After all these operations I noticed that my internet speed dropped from 28mbps to 21mbps. I login to my router and I found that my dsl line speed dropped as well from 31mbps to 21 mbps.

Data Rate: Down: 21.821 Mb/s / Up: 4.243 Mb/s
Line Attenuation (LATN): Down: 25.2 dB / Up: 24.6 dB
Signal Attenuation (SATN): Down: 22.8 dB / Up: 24.8 dB
Noise Margin (SNR): Down: 3.6 dB / Up: 5.5 dB
Aggregate Transmit Power (ACTATP): Down: 0.2 dB / Up: 13.7 dB
Max. Attainable Data Rate (ATTNDR): Down: 20.321 Mb/s / Up: 4.277 Mb/s

My info about broadband shows now that line speed is 22.6mbps and not 31mbps like was before.

Can I request reset and test of my line.

Re: Line speed dropped

Gandalf — Sun, 12 Sep 2021 20:24:39 GMT

Hi @Monsoft

I'm sorry to see your speed has dropped.

Testing your line is showing your sync speed's back up at 31mbps and there's no artificially restrictions placed on your line as per the profile "Downstream: 0.128M-40M3dB with Retransmission (Low). Upstream: 0.128M-10M with no error protection" that means your router can sync at a speed anywhere between 0.128mbps and 40mbps.

I've increased a profile on your account to match the new sync speed so if you can reboot your router you should then see a higher download speed when running a test your side. Having said that, your connection does seem to be fairly intermittent, I've attached a graph below showing some drops so I think this need a little further investigation.

Can you raise a fault to us at faults.plus.net and in the notes box at the end, please tell us when you'd be free for an engineer visit. The available timeslots are weekdays (and occasionally Saturday's) 8am while 1pm, or 1pm while 6pm. This means we'll be able to arrange an engineer straight away once we've picked the fault up.

If you can post back once you've raised the fault, we'll make sure it is picked back up as soon as we can.

Re: Line speed dropped

Monsoft — Mon, 13 Sep 2021 12:34:42 GMT

Hi @Gandalf

Yes I seen dsl restarts in my routers logs and most of them was caused by guys pulling cables via BT mainhols. Even if they were trying no to break anything, there is no way to do it in "gentle" way.

On Friday I restarted dsl service few times, to check if line speed will not change.

Looks like line speed back up now:

Line State: UP [0x801: showtime_tc_sync]
Forward Error Correction Seconds (FECS): Near: 0 / Far: 0
Errored seconds (ES): Near: 4 / Far: 33246
Severely Errored Seconds (SES): Near: 1 / Far: 99
Loss of Signal Seconds (LOSS): Near: 3 / Far: 0
Unavailable Seconds (UAS): Near: 211 / Far: 211
Header Error Code Errors (HEC): Near: 0 / Far: 0
Non Pre-emtive CRC errors (CRC_P): Near: 0 / Far: 0
Pre-emtive CRC errors (CRCP_P): Near: 0 / Far: 0
Power Management Mode: L0 - Synchronized
Latency [Interleave Delay]: 0.17 ms [Fast] 0.0 ms [Fast]
Data Rate: Down: 32.113 Mb/s / Up: 4.628 Mb/s
Line Attenuation (LATN): Down: 23.7 dB / Up: 23.9 dB
Signal Attenuation (SATN): Down: 21.3 dB / Up: 24.1 dB
Noise Margin (SNR): Down: 3.4 dB / Up: 5.9 dB
Aggregate Transmit Power (ACTATP): Down: 0.2 dB / Up: 13.0 dB
Max. Attainable Data Rate (ATTNDR): Down: 33.904 Mb/s / Up: 4.628 Mb/s
Line Uptime Seconds: 1267
Line Uptime: 21m 7s

I restarted dsl service after you upgraded my profile, and looks like all back up to previous state. I'm getting around 28mbps which is what I'm usually getting on my line.

Many thanks for help !!!

Re: Line speed dropped

Gandalf — Mon, 13 Sep 2021 16:00:06 GMT

Ah makes sense, no problem @Monsoft I'm glad to see you've got your speed back now. ‌‌

Let me know if there's anything else you'd need help with.

Re: Line speed dropped

Monsoft — Mon, 25 Oct 2021 13:35:26 GMT

Hi @Gandalf,

Can you please reset profile on my line again.

Yesterday my line speed drops to 21.038 Mb/s and in my account on Plusent portal I can see that my line speed is now:

Current Line Speed (Download): 20.3Mbps

I restarted few times VDSL connection and now I can see that line speed is back up but my internet speed is still around 19Ms/s:

Latency [Interleave Delay]: 0.41 ms [Fast] 0.0 ms [Fast]
Data Rate: Down: 34.198 Mb/s / Up: 4.714 Mb/s
Line Attenuation (LATN): Down: 23.7 dB / Up: 23.8 dB
Signal Attenuation (SATN): Down: 21.3 dB / Up: 23.8 dB
Noise Margin (SNR): Down: 3.4 dB / Up: 5.9 dB
Aggregate Transmit Power (ACTATP): Down: 0.8 dB / Up: 12.9 dB
Max. Attainable Data Rate (ATTNDR): Down: 34.347 Mb/s / Up: 4.714 Mb/s

Re: Line speed dropped

adam945 — Mon, 25 Oct 2021 16:32:59 GMT

Hello @Monsoft

Thanks a lot for reaching out. I've reset the line profile on our side (L2TP).

Our connection profile lags a little behind that of the line, so dips in connection speed every now and again can sometimes take a little longer to be rectified on our end.

All sorted now though. if you'd like to have a look.

Re: Line speed dropped

Monsoft — Tue, 26 Oct 2021 08:29:28 GMT

Thanks @adam945. Now is much better

Re: Line speed dropped

BD — Tue, 26 Oct 2021 11:07:02 GMT

Thanks for getting back to us @Monsoft and it's great to hear the service is looking better your side now. If there's anything we can help you with moving forwards then please don't hesitate getting back in touch.