topic Re: slow speed,slow to none response. in Plusnet Feedback

slow speed,slow to none response.

dabba — Fri, 04 Dec 2009 21:41:40 GMT

Any one at home?
Reported dire speed on Wednesday (BT speedcheck 212 Kbps!!! auto reply??? posted speed on Thursday 213 Kbps no reply
posted speed today 207Kbps no reply, this is not the first time that I've encountered radio silence, could anyone advise me I've lost total confidence in Plusnet

Re: slow speed,slow to none response.

jelv — Sat, 05 Dec 2009 11:20:06 GMT

If you'd like some assistance from the forum members to try and help you identify the problem can you post the following please:

Output from the BT speed tester

Current line speed reported by https://portal.plus.net/my.html?action=stable_rate

The line statistics reported by your router, specifically sync speed, noise margin and attenuation (http://www.kitz.co.uk/adsl/frogstats.php gives instructions for many common routers)
Finally, if you could plug your router and filter in to the test socket inside the master telephone socket (with no telephone attached) and give the router stats when connected like that (no need for the others).

Re: slow speed,slow to none response.

dabba — Sat, 05 Dec 2009 17:45:58 GMT

Hi Jelv,
Many many thanks for your reply, I still have not received a reply to 'my questions' from plusnet it's if I do not exist! I dread coming home and seeing no response, this cannot be right!!!
latest BT speedtest a few minutes ago 307Kbps
I checked the link you kindly provided " estimated line speed 1.0 checked on 2009-02-03 04 10:41. current speed 350".
I checked the other link when I entered the router DSL 2740B it brought up a Http site but each time I tried it timed out,
I will try and do the other check tomorrow.
I'll now post another addition to my questions but I don't now hold any hope,
Once again many thanks,
Dabba

Re: slow speed,slow to none response.

Anotherone — Sun, 06 Dec 2009 09:41:04 GMT

Hi dabba,
can you do a text copy and paste of the whole of the results from the BT speedtester also from the top box at https://portal.plus.net/my.html?action=data_transfer_speed but delete the last 4 digits of your phone number.
For your modem/router ADSL line stats, did you follow the instructions here on the page http://www.kitz.co.uk/adsl/frogstats.php#52
Getting those results is also going to be very important, as it looks as though you may have a problem with your connection from the information so far, Thanks.

Re: slow speed,slow to none response.

dabba — Sun, 06 Dec 2009 17:51:53 GMT

Hello Anotherone,
Thanks for your reply I really appreciate your help, I still have no joy regarding Kitz.co. I find my router it provides a link 192.0.0.168 every I try it times out,
not sure how to find the info when i log in to the Member Centre.
The latest BT speedtest 137Kbps
Each day I add another post on my Questions,! each day no reply not even automated I've been a customer with Plusnet for many years but I still cannot get a response!
I'll buy a phone extension cable tomorrow so I can check the connection at the start point
Hope we can get this sorted with the help and expertise of the forum.
Many Thanks Dabba.

Re: slow speed,slow to none response.

dabba — Mon, 07 Dec 2009 14:25:36 GMT

Hi plugged in at the test socket speedtest 128 Download 326 Upload, still can not get the stats each time I try it times out, after many days without a reply plusnet has now replied no explantion of the delay in response and the figures given without guidance mean nothing, all I know is the actual speed at the computer is128Kbps whatever the figures given are.
dabba.

Re: slow speed,slow to none response.

Oldjim — Mon, 07 Dec 2009 14:28:21 GMT

I am baffled by your statement that it times out when getting the stats.
Can you advise the make and model of router you are using

Re: slow speed,slow to none response.

jelv — Mon, 07 Dec 2009 14:31:09 GMT

Quote from: dabba
I still have no joy regarding Kitz.co. I find my router it provides a link 192.0.0.168 every I try it times out,

That's an error on Kitz's page. Try http://192.168.1.1
Jim: Mouseover the link on the DLink DSL-2640B / 2740B

Re: slow speed,slow to none response.

Oldjim — Mon, 07 Dec 2009 14:39:09 GMT

missed that

Re: slow speed,slow to none response.

Anotherone — Mon, 07 Dec 2009 15:02:57 GMT

So did I, I just type in what I see, didn't use the link
@dabba
Hi, if you just click on that portal link that jelv and I have provided, when you enter your login details, it should take you straight there.
Screenshots attached.
Edit: added 2nd screenshot

Re: slow speed,slow to none response.

dabba — Mon, 07 Dec 2009 15:53:50 GMT

Hope the following information will be helpful
Telephone number:
0190476****
Phone exchange:
HAXBY
Estimated line speed:
1.0 - Checked on 2009-02-03 04:10:41
Current line speed:
350
BT Speedtest Results
Results Image not loaded
Test1 comprises of Best Effort Test: -provides background information.
Download Speed
120 Kbps

0 Kbps 250 Kbps
Max Achievable Speed
Download speedachieved during the test was - 120 Kbps
For your connection, the acceptable range of speeds is 50-250 Kbps.
Additional Information:
Your DSL Connection Rate :4832 Kbps(DOWN-STREAM), 448 Kbps(UP-STREAM)
IP Profile for your line is - 135 Kbps

ADSL Statistics:

Mode : G.DMT
Type: Interleave
Line Coding : Trellis On
Status : Link Up

Downstream Upstream
Rate (Kbps) : 4832 448
SNR Margin (dB) : 14.8 22.0
Attenuation (dB) : 40.0 23.0
Output Power (dBm) : 19.8 12.1
K (number of bytes in DMT frame) : 152 15
R (number of check bytes in RS code word) : 16 16
S (RS code word size in DMT frame) : 1 8
D (interleaver depth) : 0 0
Delay (msec) : 0 0
Super Frames : 484035 484033
Super Frame Errors : 2 0
RS Words : 32914410 4114280
RS Correctable Errors : 428 0
RS Uncorrectable Errors : 60 N/A
HEC Errors : 2 0
OCD Errors : 0 0
LCD Errors : 0 0
Total Cells : 93775256 0
Data Cells : 179332 0
Bit Errors : 0 0
Total ES : 3 0
Total SES : 1 0
Total UAS : 26 0

Re: slow speed,slow to none response.

Oldjim — Mon, 07 Dec 2009 16:00:02 GMT

Are those results from the test socket.
If so can you post the router stats from your normal socket.
Do you have a Sky Box connected to the telephone and is it filtered

Re: slow speed,slow to none response.

jelv — Mon, 07 Dec 2009 16:10:38 GMT

Quote from: jelv
That's an error on Kitz's page. Try http://192.168.1.1

... which has now been corrected.

Re: slow speed,slow to none response.

dabba — Mon, 07 Dec 2009 16:24:37 GMT

Quote from: Oldjim
Are those results from the test socket.
If so can you post the router stats from your normal socket.
Do you have a Sky Box connected to the telephone and is it filtered

Yes these results are from the test socket
I do not have Sky TV

Re: slow speed,slow to none response.

dabba — Mon, 07 Dec 2009 20:01:54 GMT

Hello forumers,
Just checked the speedtest with Speedtest.net
Downoad 0.13 Mb/s
Upload 0.09 "
Ping 121 ms
still got the connection plugged in at the master going to leave it plugged in to this one for 48 hours
what am I to do?
dabba.

Re: slow speed,slow to none response.

Anotherone — Mon, 07 Dec 2009 20:08:11 GMT

Well, first the good news, looking at those line stats unless you have a particularly noisy line, you may be able to get around 6M when your problems are sorted.
Now the not so good news, I hope you didn't buy that extension lead, or if you did, not paid much for it. Extension leads are often a serious problem for broadband. Were you using it, when you posted the results from the test socket?
The point of using the test socket is to eliminate anything between the exchange line and a direct connection to the filter and modem/router. Don't worry about rechecking yet if you weren't corrected direct, the information provided is useful.
The throughput speedcheck from the BT speedtester is consistent with the BT IP profile. The PN profile is a bit higher but will drop to match the BT one This has happened because you've had a low sync speed event recently.
The better news is that the current sync speed (DSL connection rate) of 4832 would give a profile of 4M if held.
If you can give the following information it will help narrow down your problem.
Could you give an Outline description of your installation -
1) What Logo do you have on your NTE5 Master LineBox.?
2) Whether you have any fixed extension wiring and sockets & how many, and roughly how the cables go from one to another;
3) What filters do you have and where is the Modem/Router normally plugged in?
4) Do you have a corded phone, do you have a cordless phone - if so what type - DECT or Analogue?
5) Is any other POTS (plain old telephone service) equipment (Faxes, Answer phones, Sky boxes or Alarms systems etc) plugged in/connected.
One final tip: When you need to swap things around for testing, powerdown your modem/router and wait several minutes before unplugging anything that disconnects it from the line eg. it's cable, the filter, master faceplate etc. Don't do this more than 5 times in an hour, and then leave it alone for the rest of the day. This is to help prevent the exchange DLM (dynamic line management) from thinking you have a worse line problem than you may have.

Re: slow speed,slow to none response.

Anotherone — Mon, 07 Dec 2009 20:14:18 GMT

Leaving your modem/router connected at the test socket is a sensible thing to do for the interim.
Can you post the current mode/router ADSL stats.

Re: slow speed,slow to none response.

dabba — Mon, 07 Dec 2009 20:42:38 GMT

Hi Anotherone,
No problems regarding the extension lead I moved the computer to the same room as the master so no need for a lead I plugged in to the socket as shown by Jelv,
The socket has a BT logo and looks same as the picture by Jelv
I have several wired extension sockets but these have all been disabled by plugging in as instructed
the micro filter is a DSL-35MF which came with the router I did try an alternative but no improvement
normally I have Philips digital (CD 440) cordless phone plugged in but for the tests I removed it.
no other equipment is connected to this line.
I will power down as directed when I disconnect anything, many thanks for your support. .

Re: slow speed,slow to none response.

dabba — Mon, 07 Dec 2009 20:50:09 GMT

Mode : G.DMT
Type: Interleave
Line Coding : Trellis On
Status : Link Up

Downstream Upstream
Rate (Kbps) : 4832 448
SNR Margin (dB) : 13.1 22.0
Attenuation (dB) : 40.0 23.0
Output Power (dBm) : 19.8 12.1
K (number of bytes in DMT frame) : 152 15
R (number of check bytes in RS code word) : 16 16
S (RS code word size in DMT frame) : 1 8
D (interleaver depth) : 0 0
Delay (msec) : 0 0
Super Frames : 1587984 1587982
Super Frame Errors : 9 0
RS Words : 107982942 13497847
RS Correctable Errors : 7291 1894
RS Uncorrectable Errors : 120 N/A
HEC Errors : 8 0
OCD Errors : 0 0
LCD Errors : 0 0
Total Cells : 307649702 0
Data Cells : 528438 0
Bit Errors : 0 0
Total ES : 8 0
Total SES : 1 0
Total UAS : 26 0
latest stats as requested.
dabba

.

Re: slow speed,slow to none response.

Anotherone — Mon, 07 Dec 2009 22:46:52 GMT

Thanks for those stats. It gives an idea how much noise your line picks up compared to this afternoon. Conditions are generally noisier an hour or so before sunset to an hour or so after sunrise. The stats still look good considering the Target SNRM.
Would you run the BT speedtest again, if you are lucky, you may find your IP profile has risen. If so, the PN one may rise within 12 hrs and then it will be worth running a throughput test. It is pointless before the profiles have recovered.
Try this one http://www.mybroadbandspeed.co.uk/ when both profiles are up.
I presume from what you've said, all the extension sockets are dead (which they should be) whilst you are plugged into the test socket. Could you look at the wires connected to the back of the faceplate you've unplugged at the master socket, hopefully there will be one cable with single wires connected to the terminals.
You should find a Blue+white trace on terminal 2 and a White+blue trace on terminal 5. You may also find an Orange-white and White-orange on terminals 3 & 4. If you unscrew your extension sockets from their boxes you should find identical colour wires connected to them. You should find two cables at the first extension socket, and so on until you get to the last one which should have one cable.
On the back of the extensions you hopefully will NOT find a yellow "sausage-shaped" capacitor on any of them. How many extensions have you got?