ADSL line down
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- Re: ADSL line down
ADSL line down
03-08-2017 5:58 PM
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Hello, my connection dropped 6 hours ago and reconnected with a huge performance drop from 1.9mbit to 0.1 mbit, an hour later and it has lost connection and is unable to connect at all now. I have tried completely different router, microfilter and cables.
Would appreciate any help.
Thanks,
Rob
Re: ADSL line down
03-08-2017 7:14 PM
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It's managed to reconnect but back to the poor performance 0.12 mbit downstream on a speedtest.
Line Stats | ||
---|---|---|
Downstream | Upstream | |
TCM(Trellis Coded Modulation) |
1
|
1
|
SNR Margin |
12.5 dB
|
16.0 dB
|
Line Attenuation |
57.0 dB
|
31.5 dB
|
Path Mode |
Interleaved
|
Interleaved
|
Interleave Depth |
8
|
4
|
Data Rate |
1568 kbps
|
448 kbps
|
MAX Rate |
1664 kbps
|
896 kbps
|
POWER |
15.5 dbm
|
12.5 dbm
|
INP |
0.0 symbols
|
0.0 symbols
|
CRC |
0
|
0
|
Re: ADSL line down
03-08-2017 7:20 PM
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the odds are that the Plusnet current line speed is holding you back https://portal.plus.net/my.html?action=data_transfer_speed - or even since you are probably on 20CN the BT IP Profile which can take a while to increase
Re: ADSL line down
04-08-2017 4:09 PM
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Hi Rob,
Sorry to hear you're having speed issues. It looks like the connection profile on your account was a bit slow to update following the changes to the IP profile on the BT side. Can you reboot your router and let us know how your speed looks?
Cheers,
Anoush
Re: ADSL line down
04-08-2017 4:21 PM
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Hi, It seems to have helped stats look good on the router but its still slower than before (speedtest at 1.14mbit), could you possibly reset the ip profile?
Line Stats | ||
---|---|---|
Downstream | Upstream | |
TCM(Trellis Coded Modulation) |
1
|
1
|
SNR Margin |
6.5 dB
|
16.0 dB
|
Line Attenuation |
57.0 dB
|
31.5 dB
|
Path Mode |
FastPath
|
FastPath
|
Interleave Depth |
1
|
0
|
Data Rate |
2304 kbps
|
448 kbps
|
MAX Rate |
2560 kbps
|
836 kbps
|
POWER |
17.5 dbm
|
12.0 dbm
|
INP |
0.0 symbols
|
0.0 symbols
|
CRC |
192
|
0
|
Re: ADSL line down
05-08-2017 2:34 PM
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The question not being explored here is why was the SNRM as high as 12dB?
That rather points to a line issue which the DLM has sought to manage ... intermittent noise comes to mind!
Broadband is not going to work well if the "phone" line is not working properly.
Please perform a quiet line test - dial 17070 select option 2 using a corded phone plugged into the test socket behind the face plate of the master socket. It should be silent. A noisy phone line (or no dial tone) will have a marked adverse impact on the performance of broadband.
If the line is noisy or there is no dial tone, then a PHONE LINE fault needs to be raised with your phone provider. If this is PlusNet, you can report a fault on line using the button below.
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: ADSL line down
07-08-2017 1:59 PM
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You were correct I didn't even have a phone connected so I didn't realise the noise was so bad (sounds like a plane taking off), I have now moved the router to the mastersocket which has much less noise, still hoping to get a profile reset as the speed is still sitting at 1.2 mbit.
Line Stats | ||
---|---|---|
Downstream | Upstream | |
TCM(Trellis Coded Modulation) |
1
|
1
|
SNR Margin |
6.0 dB
|
16.0 dB
|
Line Attenuation |
56.5 dB
|
31.5 dB
|
Path Mode |
Interleaved
|
Interleaved
|
Interleave Depth |
16
|
4
|
Data Rate |
2560 kbps
|
448 kbps
|
MAX Rate |
2656 kbps
|
904 kbps
|
POWER |
17.5 dbm
|
12.0 dbm
|
INP |
0.0 symbols
|
0.0 symbols
|
CRC |
548
|
2
|
Re: ADSL line down
07-08-2017 2:03 PM
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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: ADSL line down
08-08-2017 12:59 PM
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@backie wrote:
It seems to have helped stats look good on the router but its still slower than before (speedtest at 1.14mbit), could you possibly reset the ip profile?
The IP profile [1750kbps] is set correctly for the sync rate [2560kbps].
@backie wrote:
I have now moved the router to the mastersocket which has much less noise, still hoping to get a profile reset as the speed is still sitting at 1.2 mbit.
I've reset the line for you anyway.
Can you reboot your router in about 4 hours then allow 24 hours for things to update?
If you've still got noise on the line in the master socket, I'd recommend going a step further and plugging the router into the test socket as explained here.
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