topic Re: Request a GEA test for my line please in Full Fibre

Request a GEA test for my line please

MaximusVR46 — Thu, 13 Jan 2022 16:05:47 GMT

Hi, Please could you run a line test. My broadband is constantly dropping out (DSL connection). Not sure whats going on.

Done a 17070 quiet test and its quiet.

Many thanks

Re: Request a GEA test for my line please

MaximusVR46 — Thu, 13 Jan 2022 16:10:59 GMT

BTW attached

Re: Request a GEA test for my line please

LaurenB — Fri, 14 Jan 2022 10:33:13 GMT

Test Outcome	Pass
Test Outcome Code	GTC_FTTC_SERVICE_0000
Description	GEA service test completed and no fault found .
Main Fault Location	OK
Sync Status	In Sync
Downstream Speed	42.1 Mbps
Upstream Speed	9.9 Mbps
Appointment Required	N
Fault Report Advised	N
NTE Power Status	PowerOn
Voice Line Test Result	Pass
Radio Frequency Ingress	Not Detected
Repetitive Electrical Impulse Noise	Not Detected
Cross Talk	Not Detected
Estimated Line Length In Metres	682.9
Upstream Rate Assessment	Reasonable
Downstream Rate Assessment	Reasonable
Interference Pattern	Regular Interference Observed on Week Days
Service Impact	Retrains Observed
Interference Duration Longest Occurrence	From18:00to18:15
Interference Location	Customer Premise
Interference Observed In Days	4
Home Wiring Problem	Not Detected
Technology	VDSL
Current 15Min Bin Retrains	0
Last 15Min Bin Retrains	0
DP Type	External
Profile Name	0.128M-49M Downstream, Retransmission High - 0.128M-20M Upstream, Error Protection Off
Time Stamp	2022-01-01T10:30:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	43.9 Mbps	48.9 Mbps	46.1 Mbps
Up Stream Line Rate	9.7 Mbps	10.0 Mbps	9.9 Mbps
Up Time	532.0 Sec	900.0 Sec	898.3 Sec
Retrains	0.0	5.0	0.0

Current and Last 15 Minute Bin Performance
Parameters	Last Traffic Count(Upto 15 mins)	Current Traffic Count(Upto 15 mins)
Start Time Stamp	2022-01-14T10:05:18Z	2022-01-14T10:20:18Z
Ingress Code Violation	1	0
Egress Code Violation	0	0
Errored Seconds	0	0
Severely Errored Seconds	0	0
Unavailable Seconds	0	0

Re: Request a GEA test for my line please

LaurenB — Fri, 14 Jan 2022 10:41:19 GMT

Hiya @MaximusVR46, I'm really sorry for the issues with your service.

I have attached the GEA for you. Testing isn't showing what may be causing the drops so we may need to look at sending an engineer for you.

I have created a fault ticket here for you with the next steps in getting this progressed for you: https://www.plus.net/wizard/?p=view_question&id=221125977

Re: Request a GEA test for my line please

MaximusVR46 — Sun, 16 Jan 2022 18:23:25 GMT

Hi Lauren,

Many thanks for doing the test. Could you shed any light on why my downstream line profile has changed or been capped since my last test in Sept 2021. Have attached 2 screenshots showing the profile names - 0-80 down and on my recent test now showing 0-49.

Also my max line rates both up and down have dropped. Is this because of the DSL drop outs causing DLM to cap my line?

Thank you

Re: Request a GEA test for my line please

Gandalf — Sun, 16 Jan 2022 21:03:14 GMT

Hi there,

I'm sorry to see you're having connection issues. Our tests aren't showing any issues, so we can't say definitively what's causing your slow speeds, but it'll very likely be DLM's reaction to the drops in your connection.

Is your modem plugged into the master telephone socket with no extension cabling between the socket and the modem? Also, it may be worth trying the test socket as this should rule out any internal wiring from causing a problem.

Let us know how it goes.

Re: Request a GEA test for my line please

MaximusVR46 — Mon, 17 Jan 2022 16:57:48 GMT

yeas have tried all tests, no extension cables and straight into master socket.

Re: Request a GEA test for my line please

adam945 — Tue, 18 Jan 2022 08:34:36 GMT

Thanks a lot for getting back to us @MaximusVR46

Sorry to hear that you're still having issues with your service, and for the incorrect note placed on the open fault ticket by one of our agents on Saturday. If you'd like to just pop a note stating your availability for an engineer visit on the ticket, we'll get a fault raised and an appointment arranged.

Re: Request a GEA test for my line please

MaximusVR46 — Sat, 22 Jan 2022 15:06:55 GMT

Are you able to request a DLM reset? My lin profile for downstream is still capped at 40mb instead of 80mb as it was last year.

If the DLM is auto then how long does my DSL connection have to remain stable in order for the DLM to reset?

thanks

Re: Request a GEA test for my line please

Gandalf — Sun, 23 Jan 2022 07:49:24 GMT

Thanks for getting back to us @MaximusVR46

I'm really sorry to see you're still having speed issues.

I've checked this for you and I can't see that your sync speed is capped at 40mbps, are you seeing something different?

From what I can see the banding on your line is "Downstream: 0.128M-44M with Retransmission (High). Upstream: 0.128M-20M with no error protection" which granted is capped at 44mbps, but your sync speed is 39.7mbps so there's ~5mbps of headroom for your modem to sync higher.

Also, I've tested your line today and the tests are showing a high resistance fault, which is likely to be the underlying problem, so we'd need to get to the bottom of this first by arranging an Openreach engineer before asking for your line to be reset, because the chances are your speeds will become restricted again otherwise.

Would you be able to reply to the ticket 221125977 with your availability that Adam's linked you to? If you can post back once you've responded, I'll make sure we book the engineer as soon as we can.

Re: Request a GEA test for my line please

MaximusVR46 — Sun, 23 Jan 2022 15:29:08 GMT

Hi, i have replied to the ticket with some available dates for the engineer.

Thank you

Re: Request a GEA test for my line please

Gandalf — Mon, 24 Jan 2022 07:52:19 GMT

Thanks @MaximusVR46. I've booked the engineer visit and updated the ticket 221125977 with the appointment details.

Let me know how it goes.

Re: Request a GEA test for my line please

MaximusVR46 — Fri, 28 Jan 2022 17:53:06 GMT

Engineer has been today, he turned up at 10am and left the job at 4pm!

I am no better off with speeds and will be contacting plusnet to down grade my package.

The BT engineer who i actually know quite well ran multiple tests at various points and can not do much for me as it looks like the poor quality of cable and the crazy amounts of paired joints there are from the cabinet to my house. Engineer tested full speed 80/20 at my cabinet and 40/50 max in the road (half way from cabinet to house) then nothing better than 40 at my house. I live very close to the cabinet and exchange and should not be getting such poor speeds as this.

Very disappointing, its been nothing but hassle since I upgraded my package with plusnet last sept to now.

Re: Request a GEA test for my line please

Edinburgh_wg — Sat, 29 Jan 2022 00:02:34 GMT

What exchange are you connected to? We're connected to Dalkeith and it's the same story. I presume it's the same story for lots, as that's Openreach for you: lots of money in the coffers (from line rentals), but poor quality infrastructure left, right and centre. They concentrate on newbuilds, whereas the rest is just neglected.

As a company, they should be made accountable but they're untouchable.

Plusnet can't do much as they rely on Openreach to fix stuff and Openreach won't do it. So, Plusnet will look proactive: run GEA tests, send engineers round, replace your router (even though you already have a stash of them at home) and say they can't find the cause of low speeds or disconnections.

Re: Request a GEA test for my line please

adam945 — Sat, 29 Jan 2022 12:21:54 GMT

Thanks a lot for getting back to us @MaximusVR46 and I'm sorry for the issues that are ongoing with your line. Saying that, I've gone into the account today and have reset your connection profile internally (connected via L2TP), and I've also run a GEA test, which is now showing improved speeds of 50Mbps. If you're using the Plusnet Hub One, are you able to send us a screenshot from the Helpdesk page on your Hub Manager? I'#m looking for the data rate.

Note - this page does show your account username, so it's best if you remove it from the public screenshot if you can.

KBD

GEA Test Detail
Circuit ID	NA	Service ID


Test Outcome	Pass
Test Outcome Code	GTC_FTTC_SERVICE_0000
Description	GEA service test completed and no fault found .
Main Fault Location	OK
Sync Status	In Sync
Downstream Speed	50.0 Mbps
Upstream Speed	11.3 Mbps
Appointment Required	N
Fault Report Advised	N
NTE Power Status	PowerOn
Voice Line Test Result	Pass
Radio Frequency Ingress	Not Detected
Repetitive Electrical Impulse Noise	Not Detected
Cross Talk	Not Detected
Interference Pattern	Not Detected
Service Impact	No Impact Observed
Home Wiring Problem	Not Detected
Technology	VDSL
Current 15Min Bin Retrains	0
Last 15Min Bin Retrains	0
DP Type	External
Profile Name	0.128M-80M Downstream, Retransmission Low - 0.128M-20M Upstream, Error Protection Off
Time Stamp	2022-01-29T09:00:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	50.0 Mbps	50.0 Mbps	50.0 Mbps
Up Stream Line Rate	11.2 Mbps	11.2 Mbps	11.2 Mbps
Up Time	900.0 Sec	900.0 Sec	900.0 Sec
Retrains	0.0	0.0	0.0

Current and Last 15 Minute Bin Performance
Parameters	Last Traffic Count(Upto 15 mins)	Current Traffic Count(Upto 15 mins)
Start Time Stamp	2022-01-29T12:00:13Z	2022-01-29T12:15:13Z
Ingress Code Violation	12	0
Egress Code Violation	0	0
Errored Seconds	0	0
Severely Errored Seconds	0	0
Unavailable Seconds	0	0

Re: Request a GEA test for my line please

MaximusVR46 — Mon, 31 Jan 2022 12:59:55 GMT

so its not even been what the BT engineer advised of 5 days and plusnet has sent an email saying i am achieving the minimum speeds of 39! and closed the ticket when I had stated on the ticket please do not close it.

I have screenshot evidence from BT wholesale speed test of me getting 36-38 speeds since the BT engineer visit which is appalling for the fibre extra package.

Re: Request a GEA test for my line please

adam945 — Mon, 31 Jan 2022 15:46:42 GMT

Thanks a lot for reaching out again @MaximusVR46

The reason why one of our Technical Support Agents has closed down the fault ticket is because they likely ran a GEA test this afternoon and found results similar to mine which I'll post below. Download sync speeds on our end are coming through at 47Mbps today, which is within the estimates provided when you initiated your contract with ourselves.

Download: 44 - 59Mb
Upload: 8 - 13Mb
Minimum Guaranteed Speed: 39.1Mb

You should bare in mind that when you're running speed tests on your devices, it's giving you the throughput speed, and not the sync speed, which we're contractually obliged to provide. Throughput speed can be dependant on a wide range of things such as the number of other devices connected, WIFI interference, WIFI channels and bands etc - this is why we cannot guarantee it.

The best way to see the sync speed for yourself is by going onto your Plusnet Hub One manager - Troubleshooting - Helpdesk - Data Rate, Feel free to pop a screenshot of that page onto this thread (covering the username) and we'll have a look.

KBD

GEA Test Detail
Circuit ID	NA	Service ID


Test Outcome	Pass
Test Outcome Code	GTC_FTTC_SERVICE_0000
Description	GEA service test completed and no fault found .
Main Fault Location	OK
Sync Status	In Sync
Downstream Speed	47.1 Mbps
Upstream Speed	13.7 Mbps
Appointment Required	N
Fault Report Advised	N
NTE Power Status	PowerOn
Voice Line Test Result	Pass
Radio Frequency Ingress	Not Detected
Repetitive Electrical Impulse Noise	Not Detected
Cross Talk	Not Detected
Estimated Line Length In Metres	716.3
Upstream Rate Assessment	Good
Downstream Rate Assessment	Very Good
Interference Pattern	Not Detected
Service Impact	No Impact Observed
Home Wiring Problem	Not Detected
Technology	VDSL
Current 15Min Bin Retrains	0
Last 15Min Bin Retrains	0
DP Type	External
Profile Name	0.128M-80M Downstream, Retransmission Low - 0.128M-20M Upstream, Error Protection Off
Time Stamp	2022-01-29T09:00:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	50.0 Mbps	51.4 Mbps	50.3 Mbps
Up Stream Line Rate	11.2 Mbps	11.6 Mbps	11.3 Mbps
Up Time	860.0 Sec	900.0 Sec	899.4 Sec
Retrains	0.0	1.0	0.0

Re: Request a GEA test for my line please

MaximusVR46 — Wed, 09 Mar 2022 17:15:59 GMT

Hi, Would it be possible please for another GEA test. Since my last issues I have managed to get my line quite stable giving BTWS speed tests between 50 and 55 down. For the past week..ish speed tests have dropped and been giving between 40 - 45 down. My modem/router (picture attached) shows its always syncing at 48998. This was syncing higher giving me the higher speed tests but now never connects higher than 48998. Have I been banded or a line profile?

I believe i may be banded at 50mb.

I have tried the plusnet modem / router and several other modems with no luck.

thanks

Re: Request a GEA test for my line please

Gandalf — Thu, 10 Mar 2022 09:15:46 GMT

Hi there,

I haven't been able to run a GEA test as there's an open service problem in the area which our suppliers are working on, but looking at a different diagnostics tool I can see that your speed is banded to 49mbps. The full profile is "Downstream: 0.128M-49M with Retransmission (Low). Upstream: 0.128M-20M with no error protection"

I've arranged for your line to be reset which should happen within 3 working days however depending on what the service problem actually is and the work undertaken, you may still have issues.

Let me know how it goes next week and I can try running another GEA test for you.

Re: Request a GEA test for my line please

MaximusVR46 — Thu, 10 Mar 2022 17:29:33 GMT

Hi @Gandalf ,

Thanks for the info and I am glad I was correct with my own diagnosis with being banded. Do you know the reason why this banding was applied?

There is a lot of BT engineers / activity in my area this week.

Will keep you posted.

Cheers