topic Re: Line speed in Full Fibre

Line speed

bexandmatt — Fri, 05 Nov 2021 19:11:12 GMT

Good evening

Broadband has gone live but it looks like my profile is stuck even though the router is showing a better sync speed.

I am expecting to get better speeds than 54Mb DL and 5Mb UL

Below is plusnet router info.

6. Data rate:	4996 / 54933
7. Maximum data rate:	23011 / 80735
8. Noise margin:	22.1 / 12.8
9. Line attenuation:	10.0 / 12.1
10. Signal attenuation:	10.0 / 12.1

Re: Line speed

adam945 — Sun, 07 Nov 2021 13:26:38 GMT

Hello @bexandmatt

Thanks a lot for reaching out. It's far too early to determine whether there's a fault on your line, or weather the DLM profile needs to be reset, your services only went live on 04/11/2021.

We advise customers that lines go through a 10 working day training period, where DLM will configure the line to provide the fastest and most stable connection possible. Please monitor your connection for the next 10 working days and feel free to reach out if you continue to have issues.

Re: Line speed

bexandmatt — Mon, 08 Nov 2021 16:23:49 GMT

Thanks for getting back to me, I will wait the 10 days and be back.

Re: Line speed

Gandalf — Mon, 08 Nov 2021 19:14:22 GMT

Thanks for getting back to us @bexandmatt

I'm sorry to see you're having issues with your speeds.

Upon further investigation, I can see they're banded at "Downstream: 0.128M-55M6dB with Interleaving (High). Upstream: 0.128M-5M with no error protection" likely caused by "Impairment in copper joint detected most likely in local network" I'm detecting on the line so we'd need to arrange an Openreach engineer visit to resolve.

Can you reply to the ticket I've logged on your account Here with when you'll be available for one? If you can post back when you've responded, I'll make sure we book the engineer as soon as we can.

Re: Line speed

bexandmatt — Mon, 08 Nov 2021 19:33:59 GMT

Good evening

@Gandalf

Have replied to the ticket, hopefully it has come though correctly.

Hope we can get this issues resolved.

Re: Line speed

Gandalf — Mon, 08 Nov 2021 19:44:27 GMT

Thanks @bexandmatt

I've booked the engineer visit and updated the ticket with the appointment details.

We'll follow things up with you as soon as we can afterwards but feel free to post back with how it goes.

Re: Line speed

bexandmatt — Tue, 09 Nov 2021 19:49:03 GMT

Good evening @Gandalf

Thank you for getting an engineer out so fast, he did something to the master socket and carried out his test witch all passed.

He indicated that speeds had now improved but my router is still showing fixed at 52Mbps DL and 5Mbps UL.

6. Data rate:	4992 / 51835
7. Maximum data rate:	21001 / 78980
8. Noise margin:	24.6 / 13.2
9. Line attenuation:	10.2 / 12.3
10. Signal attenuation:	10.0 / 12.3

Re: Line speed

adam945 — Wed, 10 Nov 2021 08:33:41 GMT

Good morning @bexandmatt

Thanks a lot for letting us know and I'm sorry to see that your speeds are still not within the estimated range for your line. Tests on the line this morning aren't picking up any definitive faults on there, though the speeds are still matching that of your Data Rate on our side.

Going forward, I've rejected the clear notification sent through by our suppliers for further investigation, and have updated the open fault ticket on your account.

Re: Line speed

RealAleMadrid — Wed, 10 Nov 2021 09:56:45 GMT

@bexandmatt Those speeds are still banded as stated by @Gandalf in message #4. The engineer should actioned a DLM reset to remove the banding, although Plusnet could request this rather then getting another engineer out.

Re: Line speed

bexandmatt — Wed, 10 Nov 2021 10:08:48 GMT

Thanks @RealAleMadrid

Engineer did arrived asking my wife what the problem was, unfortunately we are not clued up so all my wife could tell him is low speed issues.

Not sure what gets logged with openreach via plusnet but you expect the engineer to arrive with some information.

Re: Line speed

RealAleMadrid — Wed, 10 Nov 2021 10:24:21 GMT

@bexandmatt I am afraid that is a common complaint when engineers visit, they have no notes about what the problem is. It's even worse when a difficult fault occurs and there are many engineer visits, each one not knowing the history of what's been done previously.☹️

Re: Line speed

adam945 — Wed, 10 Nov 2021 16:56:02 GMT

Thanks a lot for getting back to us @bexandmatt

It looks like another engineer appointment has now been arranged for tomorrow morning. Please feel free to reach out on here afterwards and we'll be more than happy to follow up on any further issues.

Re: Line speed

bexandmatt — Mon, 15 Nov 2021 19:07:08 GMT

@adam945

I had to cancel the appointment in the end as I tested positive for COVD 19 and self isolate.

Friday the internet cutout for about 15 mins and now it all appears to be working.

Line has been active for 4Days+ and speeds of 72Mbps and 20Mbps upload.

Not sure if you need to do a line test and confirm all is good?

Re: Line speed

Edinburgh_wg — Mon, 15 Nov 2021 19:24:39 GMT

They do have notes; they just can't be bothered looking at them.

Re: Line speed

Gandalf — Tue, 16 Nov 2021 08:50:33 GMT

Thanks for getting back to us @bexandmatt

No problem, I hope you make a full recovery.

Yep testing your line is showing all's good and spot on now.

Let us know if there are further issues or anything else you'd need help with