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ADSL Virtually Unuseable for Past Week!

Greybull
Newbie
Posts: 6
Registered: 02-10-2014

ADSL Virtually Unuseable for Past Week!

Hi,
I have had a decent broadband connection for several years, the last year or so with Plusnet.  For the last week or so it has been appalling with download speeds of around 0.1 Mbps with fairly frequent dropouts.  My wife is self employed and needs useable broadband to be able to work properly.  We depend upon Vodafone Suresignal (femtocell) for our mobile signals.  This requires a minimum speed of 1.0 Mbps.
I rang the call centre earlier this week who were very pleasant but unable to offer much help other than to say that a fault had been raised and someone would be in touch.  I have not received a call.  I have followed the instructions in the sticky and these are the results:  They have been carried out attached directly to the test socket by ethernet cable and I have used both the Plusnet supplied router and a BT Homehub 2 with similar results.
Noise Margin          Up 23.0db          Down 15.2db
Speed                    Up  448 Kbps      Down  7.52 Mbps
Attenuation            Up  14.5 db        Down  26.0 db
IP Profile                0.14Mbps

No Estimated Current Line Speed
Current Line Speed          6.7 Mb

Can anyone from Plusnet help?
Graham
14 REPLIES
Community Veteran
Posts: 6,824
Thanks: 1
Registered: 27-10-2012

Re: ADSL Virtually Unuseable for Past Week!

Is your router connected to the master socket? Can you hear any static/hissing on the phone line?
Greybull
Newbie
Posts: 6
Registered: 02-10-2014

Re: ADSL Virtually Unuseable for Past Week!

The tests were done connected to the test socket.  Phone line seems clear.
Community Veteran
Posts: 6,824
Thanks: 1
Registered: 27-10-2012

Re: ADSL Virtually Unuseable for Past Week!

It sounds like they've found a fault - but it would have been more helpful if the person from support gave you some more information.
Have you ever had issues with your phone line/internet before?
Greybull
Newbie
Posts: 6
Registered: 02-10-2014

Re: ADSL Virtually Unuseable for Past Week!

No, this is the first time I have had problems.
Superuser
Superuser
Posts: 11,892
Thanks: 3,254
Fixes: 22
Registered: 22-08-2007

Re: ADSL Virtually Unuseable for Past Week!

Hi Greybull,
Welcome to the forums, sorry to learn of your problems.
Can you please connect up with the PlusNET router.  Let it run for a few hours and then copy and paste the full DSL stats (including error counts) please.
Also can you redo the BT wholesale speed test, further diagnostics and again copy and paste the results.
From what you've provided, it is not possible to know how well your line is performing against expectations (I am suspecting that you are actually running ADSL (1)) also the BT profile figure looks wrong - it does not match the current synch speed.
Greybull
Newbie
Posts: 6
Registered: 02-10-2014

Re: ADSL Virtually Unuseable for Past Week!

OK.  Will do.
Greybull
Newbie
Posts: 6
Registered: 02-10-2014

Re: ADSL Virtually Unuseable for Past Week!

Hi, details as requested:
DSL Connection
Link Information

Uptime: 0 days, 3:22:33
DSL Type: ITU-T G.992.1
Bandwidth (Up/Down) [kbps/kbps]: 448 / 7.840
Data Transferred (Sent/Received) [MB/MB]: 25,07 / 109,33
Output Power (Up/Down) [dBm]: 12,1 / 19,9
Line Attenuation (Up/Down) [dB]: 14,0 / 25,5
SN Margin (Up/Down) [dB]: 23,0 / 15,2
System Vendor ID (Local/Remote): TMMB / ----
Chipset Vendor ID (Local/Remote): BDCM / TSTC
Loss of Framing (Local/Remote): 0 / -
Loss of Signal (Local/Remote): 0 / -
Loss of Power (Local/Remote): 0 / -
Loss of Link (Remote): -
Error Seconds (Local/Remote): 9 / -
FEC Errors (Up/Down): 0 / 876
CRC Errors (Up/Down): 0 / 15
HEC Errors (Up/Down): - / 15 / 110
Speed test results:
Download speed 0.12  Mbps
Upload speed      0.35 Mbps
Ping Latency      36.75 Ms

Further Diagnostics
Download speedachieved during the test was - 0.12 Mbps
For your connection, the acceptable range of speeds is 0.05 Mbps-0.25 Mbps.
Additional Information:
Your DSL Connection Rate :7.84 Mbps(DOWN-STREAM), 0.45 Mbps(UP-STREAM)
IP Profile for your line is - 0.14 Mbps

Many thanks.
Superuser
Superuser
Posts: 11,892
Thanks: 3,254
Fixes: 22
Registered: 22-08-2007

Re: ADSL Virtually Unuseable for Past Week!

@crt,
How long does it take for the BT profile to update on ADSL (1)?
Is there any error history which indicates why the BT profile is so low considering to current synch speed?
Kevin
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: ADSL Virtually Unuseable for Past Week!

When you say ADSL1 are we talking ADSL1 on 21CN? or 20CN?
If you're referring to 21CN, it *should* be instantaneous but has been known to take anywhere up to 24 hours.
20CN is nearly always straight away (excluding any stuck profile issues).
Chris Pettitt
Cloud Environments Engineer
Greybull
Newbie
Posts: 6
Registered: 02-10-2014

Re: ADSL Virtually Unuseable for Past Week!

Things seem to be back to normal this morning.  Let's hope it lasts!  Many thanks for the help.
Superuser
Superuser
Posts: 11,892
Thanks: 3,254
Fixes: 22
Registered: 22-08-2007

Re: ADSL Virtually Unuseable for Past Week!

@Chris,
Given I don't know what service this user is provisioned on, I don't know, however given that there was a marketed difference between the BT profile and the synch speed one would guess this is 20CN.
@Greybull,
The symptoms might be fixed for the moment, but the cause of the slow speed has not been identified.
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: ADSL Virtually Unuseable for Past Week!

I was asking generally if you were referring to 20CN or 21CN, since I know the answer to both, I thought I'd answer both, just to be sure.
Chris Pettitt
Cloud Environments Engineer
Superuser
Superuser
Posts: 11,892
Thanks: 3,254
Fixes: 22
Registered: 22-08-2007

Re: ADSL Virtually Unuseable for Past Week!

Chris,
You're the font of all knowledge around here!  Historically rules have been labelled ADSL and ADSL 2 when may be with hind sight they should have been 20/21CN.  I know ADSL 2 is instant, however I'm always unsure which rules apply when looking at ADSL(1).
In this case the lagging profile is a concern just as much as the reason for it having been so low.
You doing a day back on the forums or is there nothing for you to QA today?  Always good to see you here.  Cheesy
Kevin
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: ADSL Virtually Unuseable for Past Week!

I was just dipping into the Forums whilst at home and in my lunch break Smiley
Always happy to help when/where I can.
Chris Pettitt
Cloud Environments Engineer