topic Extremely slow connection today. in Full Fibre

Extremely slow connection today.

mikeeyre68 — Wed, 08 Dec 2021 18:04:56 GMT

Hi,

I usually get 82M down and 20 up (for 2 years this hasn't changed) today when I come home from work I'm getting 6M down and 598K up (I've got these numbers from my router)

Speedtest shows similar

Re: Extremely slow connection today.

jab1 — Wed, 08 Dec 2021 18:39:11 GMT

@mikeeyre68 You certainly have a problem there. Plusnet Help Team will no doubt get to you in time, but if you would like help from the Community, could you provide the following;- Screen shot results from BT Broadband (ensuring your phone number doesn't show) The 'Additional Diagnostics' report from BTW Performance Tester , your Hubs 'Help Desk' page and the WAN tab of your Hubs Event Log. A 'Quiet Line Test' - dial 17070, select option 2 - there should be no noise after the confirmation of your phone number other than the regular 'Quiet Line Test' announcement. If there is, report a PHONE fault first.

Re: Extremely slow connection today.

mikeeyre68 — Wed, 08 Dec 2021 19:10:40 GMT

Unable to identify a performance issue Lol. Hopefully Plusnet will fix my issue because even browsing is a PITA. Gaming, Forget about it.

Re: Extremely slow connection today.

jab1 — Wed, 08 Dec 2021 19:16:58 GMT

Mike, the speed test report is obviously a load of rubbish, but without the other information I requested, there is little I can suggest other than to report a fault at faults.plus.net

Re: Extremely slow connection today.

mikeeyre68 — Wed, 08 Dec 2021 19:29:54 GMT

18:37:57, 08 Dec.	( 3176.830000) WAN operating mode is VDSL
18:37:57, 08 Dec.	( 3176.830000) Last WAN operating mode was VDSL
18:37:56, 08 Dec.	( 3175.680000) PPP IPCP Receive Configuration ACK
18:37:56, 08 Dec.	( 3175.670000) PPP IPCP Send Configuration Request
18:37:56, 08 Dec.	( 3175.670000) PPP IPCP Receive Configuration NAK
18:37:56, 08 Dec.	( 3175.660000) PPP IPCP Send Configuration ACK
18:37:56, 08 Dec.	( 3175.660000) PPP IPCP Receive Configuration Request
18:37:56, 08 Dec.	( 3175.660000) PPP IPCP Send Configuration Request
18:37:55, 08 Dec.	( 3174.700000) PPPoE is up - Down Rate=5994Kbps, Up Rate=601Kbps; SNR Margin Down=3.2dB, Up=5.8dB
18:37:55, 08 Dec.	( 3174.680000) CHAP authentication successful
18:37:55, 08 Dec.	( 3174.650000) CHAP Receive Challenge
18:37:55, 08 Dec.	( 3174.650000) Starting CHAP authentication with peer
18:37:55, 08 Dec.	( 3174.640000) PPP LCP Receive Configuration ACK
18:37:55, 08 Dec.	( 3174.640000) PPP LCP Send Configuration Request
18:37:55, 08 Dec.	( 3174.630000) PPP LCP Receive Configuration Reject
18:37:55, 08 Dec.	( 3174.630000) PPP LCP Send Configuration ACK
18:37:55, 08 Dec.	( 3174.630000) PPP LCP Receive Configuration Request
18:37:55, 08 Dec.	( 3174.630000) PPP LCP Send Configuration Request
18:37:06, 08 Dec.	( 3125.480000) PTM over DSL is up
18:36:12, 08 Dec.	( 3072.270000) PTM over DSL is down after 6 minutes uptime
18:36:12, 08 Dec.	( 3072.270000) PPPoE is down after 5 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 - Down)]
18:36:10, 08 Dec.	( 3069.460000) PPP LCP Send Termination Request [User request]
18:30:27, 08 Dec.	( 2727.270000) WAN operating mode is VDSL
18:30:27, 08 Dec.	( 2727.270000) Last WAN operating mode was VDSL
18:30:26, 08 Dec.	( 2726.130000) PPP IPCP Receive Configuration ACK
18:30:26, 08 Dec.	( 2726.120000) PPP IPCP Send Configuration Request
18:30:26, 08 Dec.	( 2726.110000) PPP IPCP Receive Configuration NAK
18:30:26, 08 Dec.	( 2726.110000) PPP IPCP Send Configuration ACK
18:30:26, 08 Dec.	( 2726.110000) PPP IPCP Receive Configuration Request
18:30:26, 08 Dec.	( 2726.100000) PPP IPCP Send Configuration Request
18:30:25, 08 Dec.	( 2725.130000) PPPoE is up - Down Rate=5955Kbps, Up Rate=598Kbps; SNR Margin Down=3.2dB, Up=5.9dB
18:30:25, 08 Dec.	( 2725.110000) CHAP authentication successful
18:30:25, 08 Dec.	( 2725.080000) CHAP Receive Challenge
18:30:25, 08 Dec.	( 2725.070000) Starting CHAP authentication with peer
18:30:25, 08 Dec.	( 2725.070000) PPP LCP Receive Configuration ACK
18:30:25, 08 Dec.	( 2725.060000) PPP LCP Send Configuration Request
18:30:25, 08 Dec.	( 2725.060000) PPP LCP Receive Configuration Reject
18:30:25, 08 Dec.	( 2725.060000) PPP LCP Send Configuration ACK
18:30:25, 08 Dec.	( 2725.050000) PPP LCP Receive Configuration Request
18:30:25, 08 Dec.	( 2725.050000) PPP LCP Send Configuration Request
18:29:36, 08 Dec.	( 2675.880000) PTM over DSL is up
18:28:43, 08 Dec.	( 2622.590000) PTM over DSL is down after 42 minutes uptime
18:28:43, 08 Dec.	( 2622.590000) PPPoE is down after 41 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 - Down)]
18:28:40, 08 Dec.	( 2619.720000) PPP LCP Send Termination Request [User request]
17:47:35, 08 Dec.	( 155.650000) WAN operating mode is VDSL
17:47:35, 08 Dec.	( 155.650000) Last WAN operating mode was VDSL
17:47:34, 08 Dec.	( 154.410000) PPP IPCP Receive Configuration ACK
17:47:34, 08 Dec.	( 154.400000) PPP IPCP Send Configuration Request
17:47:34, 08 Dec.	( 154.390000) PPP IPCP Receive Configuration NAK
17:47:34, 08 Dec.	( 154.390000) PPP IPCP Send Configuration ACK
17:47:34, 08 Dec.	( 154.380000) PPP IPCP Receive Configuration Request
17:47:34, 08 Dec.	( 154.100000) PPP IPCP Send Configuration Request
17:47:33, 08 Dec.	( 153.050000) PPPoE is up - Down Rate=6006Kbps, Up Rate=598Kbps; SNR Margin Down=3.2dB, Up=6.1dB
17:47:33, 08 Dec.	( 153.030000) CHAP authentication successful
17:47:32, 08 Dec.	( 152.430000) CHAP Receive Challenge
17:47:32, 08 Dec.	( 152.430000) Starting CHAP authentication with peer
17:47:32, 08 Dec.	( 152.430000) PPP LCP Receive Configuration ACK
17:47:32, 08 Dec.	( 152.410000) PPP LCP Send Configuration Request
17:47:32, 08 Dec.	( 152.410000) PPP LCP Receive Configuration Reject
17:47:31, 08 Dec.	( 151.860000) PPP LCP Send Configuration ACK
17:47:31, 08 Dec.	( 151.850000) PPP LCP Receive Configuration Request
17:47:31, 08 Dec.	( 151.470000) PPP LCP Send Configuration Request
17:46:39, 08 Dec.	( 99.560000) PTM over DSL is up
17:45:35, 08 Dec.	( 35.140000) WAN Auto-sensing running.
09:49:01, 08 Dec.	(1376975.290000) WAN operating mode is VDSL
09:49:01, 08 Dec.	(1376975.290000) Last WAN operating mode was VDSL
09:49:00, 08 Dec.	(1376974.050000) PPP IPCP Receive Configuration ACK
09:49:00, 08 Dec.	(1376974.050000) PPP IPCP Send Configuration ACK
09:49:00, 08 Dec.	(1376974.040000) PPP IPCP Receive Configuration Request
09:49:00, 08 Dec.	(1376974.040000) PPP IPCP Send Configuration Request
09:49:00, 08 Dec.	(1376974.030000) PPP IPCP Receive Configuration NAK
09:48:59, 08 Dec.	(1376973.320000) PPP IPCP Send Configuration ACK
09:48:59, 08 Dec.	(1376973.310000) PPP IPCP Receive Configuration Request
09:48:58, 08 Dec.	(1376972.250000) PPP IPCP Send Configuration Request
09:48:57, 08 Dec.	(1376971.200000) PPPoE is up - Down Rate=19188Kbps, Up Rate=570Kbps; SNR Margin Down=3.3dB, Up=6.2dB
09:48:57, 08 Dec.	(1376971.190000) CHAP authentication successful
09:48:55, 08 Dec.	(1376969.350000) CHAP Receive Challenge
09:48:55, 08 Dec.	(1376969.350000) Starting CHAP authentication with peer
09:48:55, 08 Dec.	(1376969.340000) PPP LCP Receive Configuration ACK
09:48:55, 08 Dec.	(1376969.340000) PPP LCP Send Configuration Request
09:48:55, 08 Dec.	(1376969.330000) PPP LCP Receive Configuration Reject
09:48:55, 08 Dec.	(1376969.330000) PPP LCP Send Configuration ACK
09:48:55, 08 Dec.	(1376969.330000) PPP LCP Receive Configuration Request
09:48:55, 08 Dec.	(1376969.320000) PPP LCP Send Configuration Request
09:48:03, 08 Dec.	(1376917.460000) PTM over DSL is up
09:45:41, 08 Dec.	(1376775.840000) PTM over DSL is down after 5 minutes uptime
09:45:41, 08 Dec.	(1376775.840000) PPPoE is down after 4 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 - Down)]
09:45:38, 08 Dec.	(1376772.800000) PPP LCP Send Termination Request [User request]
09:41:22, 08 Dec.	(1376516.580000) WAN operating mode is VDSL
09:41:22, 08 Dec.	(1376516.580000) Last WAN operating mode was VDSL
09:41:21, 08 Dec.	(1376515.360000) PPP IPCP Receive Configuration ACK
09:41:21, 08 Dec.	(1376515.350000) PPP IPCP Send Configuration Request
09:41:21, 08 Dec.	(1376515.340000) PPP IPCP Receive Configuration NAK
09:41:21, 08 Dec.	(1376515.340000) PPP IPCP Send Configuration ACK
09:41:21, 08 Dec.	(1376515.340000) PPP IPCP Receive Configuration Request
09:41:21, 08 Dec.	(1376515.340000) PPP IPCP Send Configuration Request
09:41:20, 08 Dec.	(1376514.300000) PPPoE is up - Down Rate=4840Kbps, Up Rate=612Kbps; SNR Margin Down=3.3dB, Up=6.1dB
09:41:20, 08 Dec.	(1376514.280000) CHAP authentication successful
09:41:20, 08 Dec.	(1376514.240000) CHAP Receive Challenge
09:41:20, 08 Dec.	(1376514.240000) Starting CHAP authentication with peer

There are a few pages like this. Do you need all of them? Unfortunately I cannot do a quiet line test as I don't have an ancient phone.

Re: Extremely slow connection today.

jab1 — Wed, 08 Dec 2021 19:42:13 GMT

Thanks for that info, Mike.The Hub Help Desk confirms you are on VDSL (FTTC) and the BTW report earlier confirms you should be getting very much higher speeds (obviously). The WAN log also confirms that you are suffering recurring disconnections from the network - and no I don't need any more, that is quite enough.😉 Why your D/S SNR is at 3.3 is a total mystery, and certainly won't be helping - it should be around 6dB.

While ever you are on FTTC, a cheap wired handset is an invaluable tool, as you will be asked how your voice cicuit is performing - it is amazing how often a faulty voice circuit is the cause of BB problems.

As advised, I would report a fault at faults.plus.net, and follow up with a call to Plusnet tomorrow.

Re: Extremely slow connection today.

mikeeyre68 — Wed, 08 Dec 2021 19:46:24 GMT

Thanks John. I have just emailed and I'll try phoning them tomorrow if I can. I'll try and get cheap handset from Amazon.

Re: Extremely slow connection today.

Mustrum — Wed, 08 Dec 2021 20:01:14 GMT

How did you manage to email them? There is no option.

Re: Extremely slow connection today.

jab1 — Wed, 08 Dec 2021 20:13:55 GMT

Saved me asking the question, @Mustrum 😉

Re: Extremely slow connection today.

adam945 — Thu, 09 Dec 2021 10:31:12 GMT

There's a disconnection on the WLR (phone) network which is causing the issues you're having @mikeeyre68

I've raised this to Openreach this morning and we're hoping to have the fault both addressed and resolved by 13/12/2021. I've also created an open fault ticket on the account which you can both view and comment on for direct comms with our Faults Team here.

Please accept our apologies for the inconvenience caused here, we'll have it sorted as soon as we can.

Re: Extremely slow connection today.

mikeeyre68 — Sat, 11 Dec 2021 12:16:58 GMT

Thanks Adam
Openreach came yesterday and checked all the wiring. The problem is between my flat and the cabinet. The engineer said that there were no spare cables to swap to and he would have to get OpenReach to send another engineer that’s qualified for underground cables.
The thing is I’m now left with no internet whatsoever. He didn’t give me a timeframe when I can be reconnected or anything. I’m guessing nothing will be done over the weekend.
I’m having to do zoom meetings over my phone which is eating all my mobile data.

Have openreach updated you?

Re: Extremely slow connection today.

Gandalf — Mon, 13 Dec 2021 14:07:22 GMT

Thanks for the update @mikeeyre68

I'm sorry to see you're having issues after the engineer went out.

From what I can see another engineer went out today and looks to have got you back online. I've tested your line and the tests are showing a high resistance fault somewhere, so I'd like to arrange an engineer visit for further investigation.

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