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ADSL line down

backie
Hooked
Posts: 7
Registered: 21-03-2017

ADSL line down

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

8 REPLIES
backie
Hooked
Posts: 7
Registered: 21-03-2017

Re: ADSL line down

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
Community Veteran
Posts: 38,251
Thanks: 937
Fixes: 56
Registered: 15-06-2007

Re: ADSL line down

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

Plusnet Help Team
Plusnet Help Team
Posts: 4,152
Thanks: 861
Fixes: 212
Registered: 21-04-2017

Re: ADSL line down

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

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
backie
Hooked
Posts: 7
Registered: 21-03-2017

Re: ADSL line down

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
Superuser
Superuser
Posts: 10,014
Thanks: 1,545
Fixes: 19
Registered: 22-08-2007

Re: ADSL line down

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.


 

backie
Hooked
Posts: 7
Registered: 21-03-2017

Re: ADSL line down

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
Superuser
Superuser
Posts: 10,014
Thanks: 1,545
Fixes: 19
Registered: 22-08-2007

Re: ADSL line down

If there's noise on the line it needs to be fixed before chasing a bb fault.
Plusnet Help Team
Plusnet Help Team
Posts: 4,152
Thanks: 861
Fixes: 212
Registered: 21-04-2017

Re: ADSL line down


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.

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