topic Re: Long term sync speed problem in Plusnet Feedback

Long term sync speed problem

mapletree — Wed, 26 Aug 2009 11:28:51 GMT

I've had a sync speed problem for a long time now.
When I first went on to DSL Max I had a MSR of 2848 and a fault threshold rate of 2278 and this with non ideal internal wiring (cheap 15m phone extension cable to router). I am on a long line so I am not surprised at these figures.
In April I had a problem with my internal wiring which caused my speeds to drop down very low. When I had fixed this my best sync speed was still only 2112K and PN automatically closed my ticket without the fault being completely fixed.
I now have my router right next to the master socket and am only getting 2048K. (In April I could get over 2300K at the master socket with the same SNR margin). I have tried all the obvious things like swapping everything and nothing improves the situation. I have now raised another ticket but there seems little activity on it (nothing for over 24 hours). The last comment was that they cannot precede with testing because I have not connected my router to the test socket (I don't have an NTE5 master socket so I cannot comply with this request). Furthermore the comment said that my speed is not too bad considering the attenuation on my line. Well I disagree -- it is *below* the fault threshold rate.
I know it's not a major problem like a complete failure but I am getting very cheesed off with it all the same.
End of Rant.

Re: Long term sync speed problem

VileReynard — Wed, 26 Aug 2009 13:29:16 GMT

24 hours is nothing.

Re: Long term sync speed problem

James — Wed, 26 Aug 2009 14:25:11 GMT

Hiya,
Looking at the connection itself, there's not really been any change. The noise margin has gone up without any change in the sync speed, so I'd recommend a reboot - hopefully it should improve the speed a bit.
I'm hoping for an increase of about 500Kbps.

Re: Long term sync speed problem

mapletree — Wed, 26 Aug 2009 14:41:04 GMT

I've rebooted loads of times (but not too frequently) without any significant change in the sync speed or average SNR margin. I fail to see how yet another reboot will make any difference. Please note my actual SNR margin varies quite a lot so, if you are looking at my ticket where it shows an 11dB margin then it is not really a useful comparison.

Re: Long term sync speed problem

James — Wed, 26 Aug 2009 14:43:14 GMT

Possibly not.
I had hoped that as your sync speed hadn't increased and that your noise margin had, would be that your router was handling the line better and a reboot would cause it to resync at a lower NM and a higher sync speed.

Re: Long term sync speed problem

mapletree — Wed, 26 Aug 2009 14:48:16 GMT

My two routers behave a little differently. One (Zyxel) syncs at a slightly higher speed (2112K) but with a much more variable SNR margin (from 10-15). The other router (currently connected -- a 2700HGV) syncs at a lower speed (2048K) but with a more stable SNR margin (around 15dB). It makes no difference what time of day I reboot either.
I am 100% sure there is a fault and that it is not in my equipment.

Re: Long term sync speed problem

James — Wed, 26 Aug 2009 14:52:36 GMT

That's fair enough.
As you're syncing beneath your FTR I'd recommend going to http://faults.plus.net and raising a fault.
If you haven't had any update coming tomorrow, I'll go and play with BT for you.

Re: Long term sync speed problem

mapletree — Wed, 26 Aug 2009 15:11:22 GMT

I have raised a fault already (Saturday). I'm still awaiting a response from PN.

Re: Long term sync speed problem

James — Wed, 26 Aug 2009 15:14:33 GMT

Course you have.
I'll send it through now.

Re: Long term sync speed problem

mapletree — Wed, 26 Aug 2009 15:20:14 GMT

Thanks.

Re: Long term sync speed problem

mapletree — Wed, 26 Aug 2009 20:30:57 GMT

I have just posted this to my speed fault ticket (29770013). I would be grateful if James or someone else could consider this ASAP, thanks.
"UPDATE: My voice line has developed a new fault from 8pm on the 26th. NB: This was not present before but it may be linked to the broadband issue. I cannot receive incoming calls anymore. I have reported it to BT who say that their tests indicate that there may be a fault near or in my premises. I'm not sure how this would impact the broadband fault investigation. Please advise as an Openreach engineer is booked to visit me on the 27th August (tomorrow)."
(Around 8pm tonight all incoming calls only made the phone ring once or not at all. My broadband connection dropped and resynced each time. The caller reported that it sometimes rang but went dead quickly or straight away. This is a new problem BTW!)

Re: Long term sync speed problem

Oldjim — Wed, 26 Aug 2009 20:38:30 GMT

I suggest you ring the faults reporting number and discuss it with them 0845 140 0080 or 0114 296 5188

Re: Long term sync speed problem

pierre_pierre — Wed, 26 Aug 2009 20:48:39 GMT

isnt this the same as the one in Broadband speed?

Re: Long term sync speed problem

VileReynard — Wed, 26 Aug 2009 21:03:06 GMT

Quote from: mapletree
I have just posted this to my speed fault ticket (29770013). I would be grateful if James or someone else could consider this ASAP, thanks.
"UPDATE: My voice line has developed a new fault from 8pm on the 26th. NB: This was not present before but it may be linked to the broadband issue. I cannot receive incoming calls anymore. I have reported it to BT who say that their tests indicate that there may be a fault near or in my premises. I'm not sure how this would impact the broadband fault investigation. Please advise as an Openreach engineer is booked to visit me on the 27th August (tomorrow)."
(Around 8pm tonight all incoming calls only made the phone ring once or not at all. My broadband connection dropped and resynced each time. The caller reported that it sometimes rang but went dead quickly or straight away. This is a new problem BTW!)

I should point out that it's possible to have a working broadband, but no calls in or out are possible at all - and they don't interfere with broadband.
Officially, you are only allowed one kind of fault at a time...

Re: Long term sync speed problem

mapletree — Thu, 27 Aug 2009 07:17:08 GMT

Quote from: Oldjim
I suggest you ring the faults reporting number and discuss it with them 0845 140 0080 or 0114 296 5188

Done.

Re: Long term sync speed problem

James — Thu, 27 Aug 2009 09:26:57 GMT

Just to add - a voice fault will alsways supercede a broadband fault - any broadband fault will just get closed if a voice fault is opened.

Re: Long term sync speed problem

mapletree — Thu, 27 Aug 2009 10:09:04 GMT

Just to clarify: Will I need to reopen the broadband fault if it is still there after BT has fixed the voice fault? If so, will I have start all over again at the beginning? I got the impression from the CS guy that the broadband fault would be closed and then reopened automatically.

Re: Long term sync speed problem

James — Thu, 27 Aug 2009 10:10:05 GMT

We'll need to reopen the BB fault.
Should your ticket end up being closed, I won't have any issues opening a new one for you.

Re: Long term sync speed problem

mapletree — Thu, 27 Aug 2009 10:28:04 GMT

Thanks.
Fingers crossed this sorts out the BB fault too. Maybe I'll even get an NTE5 fitted for nowt

Re: Long term sync speed problem

mapletree — Thu, 27 Aug 2009 12:58:15 GMT

James,
The Openreach engineer has fixed the voice fault (and replaced the master socket -- hooray!), but the sync speed is no better (currently 2112K
and SNR margin varying between 11-15).
What's the next step?