Slow broadband and occasional drops
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- Re: Slow broadband and occasional drops
Re: Slow broadband and occasional drops
19-06-2019 2:49 PM
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@Gandalf wrote:
@Townman wrote:I also note the marked change in DS attenuation - that's now three figures for the line. Do BTw stats record a history for this metric?
Yup. Some RRT(Reactive Repair Tool) data below:
Hope this helps.
Looks like copying and pasting the images from the wholesale portal didn't have the desired effect... Nothing like doing things the old fashioned way saving the files and uploading them as pictures:
Re: Slow broadband and occasional drops
19-06-2019 2:51 PM - edited 19-06-2019 2:53 PM
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Are those graphics somewhere I cannot access please?
Edit - fixed whilst posting - thank you!
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
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Re: Slow broadband and occasional drops
19-06-2019 2:56 PM - edited 19-06-2019 2:58 PM
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Hmmm it is all a bit wobbly!
… I mean the stats!
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Slow broadband and occasional drops
19-06-2019 2:56 PM
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Re: Slow broadband and occasional drops
21-06-2019 3:52 PM
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The openreach engineer has been earlier and confirmed there's no internal problems, a big relief for me
He said the cable from the telegraph pole to my house needs to be changed because it's very old and they'll do it today or tomorrow morning so, we'll see what happens.
I'll keep you posted on what happens.
Re: Slow broadband and occasional drops
21-06-2019 4:11 PM
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Hi @Mjan, thank you for the update.
We will take this as a positive engineer visit since they have managed to find an external issue that needs addressing. Please keep us update and let us know how it goes.
Re: Slow broadband and occasional drops
21-06-2019 5:30 PM
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Thanks for the update, @Mjan , it's always good when people bother to update a thread like this - you wouldn't believe the number of users who don't.
Re: Slow broadband and occasional drops
23-06-2019 10:40 AM
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When I got home from work, late last night, it seems I closed the ticket 191272510 by mistake while trying to check the status of it. I have no idea how it happened as there was no confirmation step, it just got closed.
Can it be reopened, please?
Also, the Openreach engineer never came back Friday evening nor Saturday morning, as he said he would, to replace the line from the telegraph pole to my home.
Thanks for your time
Re: Slow broadband and occasional drops
23-06-2019 5:35 PM
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Hi @Mjan,
I've reopened that ticket for you (it has the same reference). I've also updated the ticket with what happened with the re-attendance too. Let me know if you need any further clarification.
Re: Slow broadband and occasional drops
25-06-2019 5:46 PM
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Another update on this:
The engineer came in the morning and replaced the cable from the telegraph pole to my flat. After that he connected his testing equipment to the test socket and gave the line the all clear. He said the speeds are still low but that the line would reset and it would improve.
Problem is, since he left, the internet has disconnected a number of times. I'm not sure if it's due to the line trying to reset or another issue.
I'll give it until tomorrow to see if it all settles and improves and I'll update this thread again.
Thanks one more time for your interest in this
Re: Slow broadband and occasional drops
25-06-2019 5:53 PM
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Thanks for the update, @Mjan . If he's been replacing cables/connections and generally upsetting the line, unfortunately you will get a spell of the wobbles.
Give it 24 hours or so and then update us.
A copy of your routers stats, as you've previously supplied, would be useful - to a nosey individual like me.
Re: Slow broadband and occasional drops
25-06-2019 6:01 PM
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Your Plusnet adviser may ask you for the following information:
1 - Product name: Plusnet Router
2 - Serial number: N7183061B004860
3 - Firmware version: 7.275.11_F2704N_Plusnet
4 - Board version: F@ST2704N
5 - Mode ADSL
6 - Uptime: 0 days 00:19:12
7 - Data rate: 1244/6655
8 - Maximum data rate: 1240/20900
9 - Noise margin: 5.9/25.7
10 - Line attenuation: 8.2/17.0
12 - Data sent/received: 5.7M/123.7M
I left everything bellow this line out as advised earlier in the thread due to privacy
Re: Slow broadband and occasional drops
25-06-2019 6:12 PM
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Thanks for that, @Mjan It's still early days, but there are a couple of concerns showing there. Your downstream noise margin is horribly high, which is impacting you d/s data rate.
If those two figures don't improve over the next 24 hours or so, it may need further investigation - but hopefully the line will stabilise.
Same data this time tomorrow?
Re: Slow broadband and occasional drops
25-06-2019 6:48 PM
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Thanks for getting back to us @Mjan.
I've checked your connection and it does still appear to be intermittent as shown below
In addition, it still looks like there is banding in place on the line which will be why your noise margin is high as your speeds are being restricted to between 3 and 6mbps.
We could look at remove the banding however as the line is dropping it's likely that the line would just get banded again.
I've passed this back to our suppliers for further investigation and we'll update you as soon as we know more
Re: Slow broadband and occasional drops
25-06-2019 7:07 PM
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Thanks for that, @MatthewWheeler I kind of thought the high SNR/low speed was a little odd, but knowing how my line behaved after OR intervention, just thought it was a blip. That Radius log proves I was wrong.
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