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18 Mbps down to 3 Mpbs Advice Please?

Posts: 1
Registered: ‎18-09-2017

18 Mbps down to 3 Mpbs Advice Please?


Just switched to Plusnet on the 29th August, have seen consistent connection drops, detailed at the bottom. Have logged a

ticket only to be told this connection is fine and we are getting the minimum line speed and there isn't a problem.

We were using our internet connection for Amazon Prime, Online Gaming, General Web Browsing, now we are forced to use our phones to get online. Looking at the detail provided would you guys think there is a problem or are Plusnet right to say we have the minimum access speed and not take any more action?


I seem to have hit a dead end with the support team given the last message on the 12th of September. I have uploaded various speed test results with no reply on the ticket. I am not an expert on this but something seems wrong and I am a bit stuck where to go after raising the support ticket.


The random disconnections is making DLM kick in (my guess) and reducing the top line access speed. There is seemingly random interference on the line one day to the next sometimes a big burst sometime a single event sometimes days apart. We have had two site visits from BT OR engineers (With Sky). They checked the home and the end solution was to set the circuit reset time to 2 seconds from the original 60 seconds it was set to. So in essence we did not notice the disconnections / re-connections on Sky because generally we are streaming or online gaming and those things have a tolerance to fast network drops. However after joining Plusnet and getting DLM in the mix we are falling well below what the line can achieve. I fear this will only get worse, even through it's already unusable for anything we want to do online.

The fix seems to have been a short term quick fix that has left us with a now crippled broadband connection. Any ideas or more information. I have read all the information on improving your connection, the second BT engineer replaced the master socket, disconnected an internal extension, even though the modem was connected to the master socket.


Stuck and frustrated 😕


Old Connection Details:
Old Supplier Sky (21,xxx Down / 1.2 Mbps Up) Never actually recorded values as there was no reason to.
Connections started dropping about 6 months Ago (Around the time out neighbours at number 23 moved in).
This is a guess as to what happened but before that it was perfect.


BT ADSL Availability Checker:
ADSL Products | Downstream Line Rate(Mbps) | Upstream Line Rate(Mbps) | Downstream Range(Mbps) |
*WBC ADSL 2+ | Up to 9 | -- | 8 to 10 |
WBC ADSL 2+ Annex M | Up to 9 | Up to 1 | 8 to 10 |
ADSL Max | Up to 3.5 | -- | 2.5 to 6.5 |


Modem Settings:-------------------------------------------------------------------------------------------
21. Modulation: G.992.5(ADSL2+)
22. Latency type: Interleaved

Distance From Exchange:----------------------------------------------------------------------------------
Exchange Name: Kingsmead, Distance From Exchange: 0.34miles (


Installed BT Homehub 5 as replacement test modem and it has not been touched since.
There is no electronic equipment nearby that has moved or gets used at the times we are seeing dropouts.
Below are the logs from the HH5:

Modem Connection Log:------------------------------------------------------------------------------------
22:28:03, 17 Sep. DSL Link Up: Down Rate=6650Kbps, Up Rate=598Kbps; SNR Margin Down=6.1dB, Up=6.0dB
22:27:28, 17 Sep. DSL Link Up: Down Rate=6650Kbps, Up Rate=647Kbps; SNR Margin Down=6.3dB, Up=6.0dB
08:33:53, 17 Sep. DSL Link Up: Down Rate=6604Kbps, Up Rate=607Kbps; SNR Margin Down=6.4dB, Up=6.0dB (Manual Disconnect by me SNR rewiring)
18:59:55, 14 Sep. DSL Link Up: Down Rate=5290Kbps, Up Rate=242Kbps; SNR Margin Down=6.1dB, Up=7.3dB
18:43:38, 14 Sep. DSL Link Up: Down Rate=4141Kbps, Up Rate=526Kbps; SNR Margin Down=6.1dB, Up=6.8dB
18:37:29, 14 Sep. DSL Link Up: Down Rate=4960Kbps, Up Rate=305Kbps; SNR Margin Down=6.3dB, Up=8.4dB
18:35:05, 14 Sep. DSL Link Up: Down Rate=4973Kbps, Up Rate=453Kbps; SNR Margin Down=6.1dB, Up=6.0dB
18:33:53, 14 Sep. DSL Link Up: Down Rate=6653Kbps, Up Rate=1032Kbps; SNR Margin Down=6.1dB, Up=7.7dB
18:30:53, 14 Sep. DSL Link Up: Down Rate=6652Kbps, Up Rate=1239Kbps; SNR Margin Down=15.9dB, Up=6.6dB
07:57:19, 13 Sep. DSL Link Up: Down Rate=6544Kbps, Up Rate=685Kbps; SNR Margin Down=6.1dB, Up=6.1dB
22:02:55, 12 Sep. DSL Link Up: Down Rate=5479Kbps, Up Rate=704Kbps; SNR Margin Down=9.2dB, Up=6.0dB
16:45:13, 12 Sep. DSL Link Up: Down Rate=5518Kbps, Up Rate=674Kbps; SNR Margin Down=9.2dB, Up=6.1dB
16:29:50, 12 Sep. DSL Link Up: Down Rate=14827Kbps, Up Rate=1012Kbps; SNR Margin Down=9.1dB, Up=7.2dB
16:07:21, 12 Sep. DSL Link Up: Down Rate=4974Kbps, Up Rate=624Kbps; SNR Margin Down=9.3dB, Up=6.2dB
16:05:19, 12 Sep. DSL Link Up: Down Rate=6305Kbps, Up Rate=708Kbps; SNR Margin Down=9.1dB, Up=6.0dB
15:49:56, 12 Sep. DSL Link Up: Down Rate=6230Kbps, Up Rate=723Kbps; SNR Margin Down=9.1dB, Up=6.1dB
15:45:34, 12 Sep. DSL Link Up: Down Rate=5977Kbps, Up Rate=704Kbps; SNR Margin Down=9.2dB, Up=6.1dB
15:41:14, 12 Sep. DSL Link Up: Down Rate=6126Kbps, Up Rate=712Kbps; SNR Margin Down=9.2dB, Up=6.1dB
08:50:47, 12 Sep. DSL Link Up: Down Rate=5444Kbps, Up Rate=689Kbps; SNR Margin Down=9.1dB, Up=6.0dB
08:36:34, 11 Sep. DSL Link Up: Down Rate=6983Kbps, Up Rate=692Kbps; SNR Margin Down=6.1dB, Up=6.0dB
00:21:08, 09 Sep. DSL Link Up: Down Rate=4343Kbps, Up Rate=579Kbps; SNR Margin Down=6.1dB, Up=6.2dB
22:24:41, 07 Sep. DSL Link Up: Down Rate=4579Kbps, Up Rate=600Kbps; SNR Margin Down=6.1dB, Up=6.1dB
23:09:04, 06 Sep. DSL Link Up: Down Rate=4903Kbps, Up Rate=583Kbps; SNR Margin Down=6.1dB, Up=6.3dB
22:46:01, 06 Sep. DSL Link Up: Down Rate=5015Kbps, Up Rate=611Kbps; SNR Margin Down=6.1dB, Up=6.0dB (Switched to HH5 B as alterative modem)


Support Team Results:

xDSL Status Test Summary Sync Status: Circuit In Sync
General Information
NTE Status:   NTE Power Status: PowerOn
Bypass Status:    Upstream DSL Link Information Downstream DSL Link Information
Loop Loss: 39.5 47.5
SNR Margin: 6.5 9.1
Errored Seconds: 0 2
HEC Errors: 0  
Cell Count: 3973463 78938995
Speed: 623 4974  
Maximum Stable Rate (KBPS): 5696
Fault Threshold Rate (KBPS): 4556
Mean Time Between Retrains (Seconds): 86400
Mean Time Between Errors Upstream (Seconds): 9200 Indicative Line Quality: R Mean Time Between Errors Downstream (Seconds): 1

Sync Speed: 4974 
SNR Margin: 9.1
Loop Loss: 47.5
Estimate Speeds: 5500 - 7500
MGALS: 4.26
WP Profile: 3800
Speed test results (Throughput DL / UL): 

  Down Up Profile Rate: 6161 832 Test File Size: 13146625 319637 File Transfer Average Throughput/Session: 5900 540

SVLAN: IPSV00011420 - Kingsmead - Green

Speed has fluctuated due to training, but has settled above MGALS. 
No fault found in testing, nor from results uploaded yesterday. 
Returning to monitor.


Support Team Line:

After testing your connection, I can see that your speed is running within the acceptable limits that your connection will allow. Your router is connected at 4974Kbps which is above your Minimum Guaranteed Access Line Speed (MGALS). Your own testing yesterday at verified your speeds appear to be fine.

I am returning this support question to you to monitor and get back to us if your speeds drop below the above advised rate, once a speed test is recorded below this level we will do all we can to resolve the issue.

Please complete a speed test so we can diagnose your problem further. You can complete a speed test that we can record on your account at btwholesale and this will help us establish if the issue is only affecting your local connection as opposed the circuit in general.

Moderator's note by Mike (Mav): Post released from Spam Filter.

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Plusnet Help Team
Plusnet Help Team
Posts: 17,716
Thanks: 5,567
Fixes: 943
Registered: ‎21-04-2017

Re: 18 Mbps down to 3 Mpbs Advice Please?

Hi there.


Taking a look at this, I'm not entirely happy with the response you've received on the fault ticket.

Whilst your line speed is above the minimum guaranteed, it's still below the expectations of the line [estimates].


I'd like to offer you an engineer visit to further investigate, and I've updated your ticket to this effect.


Sorry for the inconvenience caused.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team