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BB slower (was 10mb/s now 2.75mb/s) (update back to 10m/s and BACK to 2.75mb/s)

ryanplus
Dabbler
Posts: 19
Registered: 15-07-2014

BB slower (was 10mb/s now 2.75mb/s) (update back to 10m/s and BACK to 2.75mb/s)

Hi
Been a plusnet customer for a few years.  Last year, line and internet was 10mb/s+, but slowed to 7mb/s then 5 now 2.75mb/s.
I have changed routers to netgear and back to plusnet.
I have previously (Jan/Feb) contacted plusnet and had IP profile "reset" and line went back up to fast speed then dropped again, now come back from holiday and lowest ever Sad  (modem is on 24x7x365)
So, not router.  
Replaced filter
Tried test socket
And speed still the same (IP profile restricts it).
Modem reports (after a reboot in test socket)
Uptime: 0 days, 0:04:32

DSL Type: ITU-T G.992.5

Bandwidth (Up/Down) [kbps/kbps]: 446 / 3.069

Data Transferred (Sent/Received) [MB/MB]: 12,38 / 3,09

Output Power (Up/Down) [dBm]: 12,6 / 0,0

Line Attenuation (Up/Down) [dB]: 21,9 / 38,0

SN Margin (Up/Down) [dB]: 28,1 / 9,9

System Vendor ID (Local/Remote): TMMB / ----

Chipset Vendor ID (Local/Remote): BDCM / IFTN

Loss of Framing (Local/Remote): 0 / 0

Loss of Signal (Local/Remote): 0 / 0

Loss of Power (Local/Remote): 0 / 0

Loss of Link (Remote): -

Error Seconds (Local/Remote): 0 / 0

FEC Errors (Up/Down): 0 / 2

CRC Errors (Up/Down): 0 / 0

HEC Errors (Up/Down): 0 / 0

My wire from street to house is slung from a lamp post.  Line got worse during the winter storms and never recovered.
I've logged a call on automated system Sad

Any way I can get the IP profile reset, or can I do any more line tests?  Suspect line external to house is faulty - how can this be (dis)proved?

BT checker says:
Download speed achieved during the test was - 2.27 Mbps
For your connection, the acceptable range of speeds is 1.2 Mbps-4 Mbps.
IP Profile for your line is - 2.71 Mbps
PlusNet page says:-
Estimated line speed:8Mb (Download speed could vary depending on line conditions. Estimates are the maximum speeds that your phone line can support. These speeds are dependent on the package you choose.)  - Checked on 2014-07-15 10:11:13
Current line speed:2.7 Mb
Maybe for some this is acceptable, and if I hadn't had 10mb/s+ for over a year I'd be happy - but this was provided and was fine and nothing internal to house changed - so hence getting frustrated.  Thanks
14 REPLIES
Community Veteran
Posts: 4,852
Thanks: 121
Fixes: 24
Registered: 14-07-2009

Re: BB slower (was 10mb/s now 2.75mb/s)

You were doing very well indeed to get 10Mb/s+ on a line with 38dB of attenuation, my line has the same attenuation and always sticks at 9.something.
Now your SNRM has gone up to 9dB (seemeingly) which will bring your speed down a little but not to 3.069 Mbp/s.  So there must have been a lot of excess noise/interference on your line when your router last established a connection (four minutes before you posted the stats).
If I were you I would:

  • Power down your router

  • Remove the faceplate to the master socket, ring your number from a mobile to check all your phones are disconnected then connect your router to the test socket behind the faceplate.

  • Temporarily switch off everything electrical in the house.

  • Plug in the router and let it establish an internet connection.

  • Wait a minute.

  • Turn your electricals back on and look at the router stats.  Check your downstream speed and (from the uptime) that turning on your electricals did not cause the connection to be dropped.


Then post the new results here for comment. 
ryanplus
Dabbler
Posts: 19
Registered: 15-07-2014

Re: BB slower (was 10mb/s now 2.75mb/s)

No idea what the SNR was previously - just currently.  Link was 10mb/s for over a year until the winter storms.....
My guess is the wire (lamp-post to high up external house wall) that was swaying like a tree over the storms has damaged a connection?
I have swapped/powered down router, speed always comes up the same.  Router in master socket and same without anything else connected (only "portable" extension - no hard wired, same if removed).  Same in test socket.  No risk of random phones Smiley
Line speed same after router rebooted with everything turned off (everything bar router/HA was off when I went on holiday.  Line speed (IP profile) dropped from maybe 5mb/s to 2.75 when I was away (!) when only things on were home automation gateway and router - so no home electrical interference.
So thanks for the checklist, but not really helping here Sad
jim:quote
ryanplus
Dabbler
Posts: 19
Registered: 15-07-2014

Re: BB slower (was 10mb/s now 2.75mb/s)

Just checked again...
Uptime: 0 days, 0:44:38

DSL Type: ITU-T G.992.5

Bandwidth (Up/Down) [kbps/kbps]: 446 / 3.069

Data Transferred (Sent/Received) [MB/MB]: 313,42 / 582,32

Output Power (Up/Down) [dBm]: 12,6 / 0,0

Line Attenuation (Up/Down) [dB]: 21,9 / 38,0

SN Margin (Up/Down) [dB]: 28,2 / 12,9

So SN Magin changed?
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: 13-07-2012

Re: BB slower (was 10mb/s now 2.75mb/s)

Hi ryanplus,
Your line looks like it has been stable without errors recently so I've placed a SNR reset that should help. Not sure what has caused it to drop in the first place though.
I'd suggest leaving your connection as stable as you can on monitoring it over the next week or so, you should certainly see an improvement later today.
ryanplus
Dabbler
Posts: 19
Registered: 15-07-2014

Re: BB slower (was 10mb/s now 2.75mb/s)

Hi
Line has just been down for 10 mins.  Just reconnected.
router says:-
Uptime: 0 days, 0:11:02

DSL Type: ITU-T G.992.5

Bandwidth (Up/Down) [kbps/kbps]: 446 / 12.410

Data Transferred (Sent/Received) [MB/MB]: 315,43 / 628,97

Output Power (Up/Down) [dBm]: 12,6 / 0,0

Line Attenuation (Up/Down) [dB]: 21,9 / 38,0

SN Margin (Up/Down) [dB]: 28,0 / 6,0

System Vendor ID (Local/Remote): TMMB / ----

Chipset Vendor ID (Local/Remote): BDCM / IFTN

Loss of Framing (Local/Remote): 18 / 0

Loss of Signal (Local/Remote): 2 / 0

Loss of Power (Local/Remote): 0 / 0

Loss of Link (Remote): -

Error Seconds (Local/Remote): 23 / 0

FEC Errors (Up/Down): 0 / 1.617

CRC Errors (Up/Down): 0 / 0

HEC Errors (Up/Down): 0 / 0

Tests now back to 10mb/s Smiley
Thanks!!!!!!!!!!!!!!

Now what happens if it drops again?  Do I reopen this thread?  Phone up? ?Huh

And any way to know what is the root cause?  I do suspect the old wire from the post to the house as it was blowing badly in the storms when the troubles first started.....
Thanks for your time
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: 13-07-2012

Re: BB slower (was 10mb/s now 2.75mb/s)

It's a case of monmitoring your line, leave it as stable as possible. Your line is performing very well at the minute and I'm not able to see what has caused this to drop.
If you do experience further issues it would be best to use our fault troubleshooter so we can take a look.
ryanplus
Dabbler
Posts: 19
Registered: 15-07-2014

Re: BB slower (was 10mb/s now 2.75mb/s)

Thanks.
I did that last night as well - so thanks.
FYI - just renewed for another 12 months - the link may be iffy at times, but the fact you guys are on it quickly once notified is worth the custom.  Cheers
dick:quote
ryanplus
Dabbler
Posts: 19
Registered: 15-07-2014

Re: BB slower (was 10mb/s now 2.75mb/s)

Excitement over Sad
Pushed link a little and loads of dropped packets, so checked again Sad
Now dropped back to 2.75mb/s Sad
Speed test:  http://www.speedtest.net/my-result/3627953004
BT test says the same

Router says:-
Uptime: 0 days, 0:56:09

DSL Type: ITU-T G.992.5

Bandwidth (Up/Down) [kbps/kbps]: 446 / 12.410

Data Transferred (Sent/Received) [MB/GB]: 335,03 / 1,08

Output Power (Up/Down) [dBm]: 12,6 / 0,0

Line Attenuation (Up/Down) [dB]: 21,9 / 38,0

SN Margin (Up/Down) [dB]: 28,1 / 6,0

System Vendor ID (Local/Remote): TMMB / ----

Chipset Vendor ID (Local/Remote): BDCM / IFTN

Loss of Framing (Local/Remote): 18 / 0

Loss of Signal (Local/Remote): 2 / 0

Loss of Power (Local/Remote): 0 / 0

Loss of Link (Remote): -

Error Seconds (Local/Remote): 23 / 0

FEC Errors (Up/Down): 0 / 2.263

CRC Errors (Up/Down): 0 / 0

HEC Errors (Up/Down): 0 / 0

Note - FEC Errors increasing Sad

Help.
EDIT:  I accidentally closed the support case 88611232 - do I need to open another one?
Community Veteran
Posts: 38,460
Thanks: 1,027
Fixes: 62
Registered: 15-06-2007

Re: BB slower (was 10mb/s now 2.75mb/s) (update back to 10m/s and BACK to 2.75mb/s)

Those stats don't show any change in sync speed or a reconnnect since the one a few posts back
ryanplus
Dabbler
Posts: 19
Registered: 15-07-2014

Re: BB slower (was 10mb/s now 2.75mb/s) (update back to 10m/s and BACK to 2.75mb/s)

No you are right.  Weird.
Rebooted router and back to 10mb/s  (I hadn't rebooted router since PlusNet reset the SNR above)
http://www.speedtest.net/my-result/3627982480
Pushing it now and only minor packet loss, but consistent 10mb/s download.
But some link errors?

Uptime: 0 days, 0:04:21

DSL Type: ITU-T G.992.5

Bandwidth (Up/Down) [kbps/kbps]: 446 / 12.360

Data Transferred (Sent/Received) [MB/MB]: 5,27 / 163,53

Output Power (Up/Down) [dBm]: 12,6 / 0,0

Line Attenuation (Up/Down) [dB]: 21,9 / 38,0

SN Margin (Up/Down) [dB]: 28,1 / 6,1

System Vendor ID (Local/Remote): TMMB / ----

Chipset Vendor ID (Local/Remote): BDCM / IFTN

Loss of Framing (Local/Remote): 0 / 0

Loss of Signal (Local/Remote): 0 / 0

Loss of Power (Local/Remote): 0 / 0

Loss of Link (Remote): -

Error Seconds (Local/Remote): 32 / 0

FEC Errors (Up/Down): 0 / 6.603

CRC Errors (Up/Down): 0 / 55

HEC Errors (Up/Down): 0 / 2.220

Last 5 mins has been like the old days Smiley

I guess I'll just keep an eye.  A little windy here and the external wire is swaying....
ryanplus
Dabbler
Posts: 19
Registered: 15-07-2014

Re: BB slower (was 10mb/s now 2.75mb/s) (update back to 10m/s and BACK to 2.75mb/s)

Well just downloaded 1Gb+ to test at 1.2Mb/s and seldom a packed drop - so "perfect" again.  Just a few errors.  I guess I'll just keep an eye and keep fingers crossed.
Cheers

Link Information
   

Uptime: 0 days, 0:23:32

DSL Type: ITU-T G.992.5

Bandwidth (Up/Down) [kbps/kbps]: 446 / 12.360

Data Transferred (Sent/Received) [MB/GB]: 31,83 / 1,24

Output Power (Up/Down) [dBm]: 12,6 / 0,0

Line Attenuation (Up/Down) [dB]: 21,9 / 38,0

SN Margin (Up/Down) [dB]: 28,2 / 6,1

System Vendor ID (Local/Remote): TMMB / ----

Chipset Vendor ID (Local/Remote): BDCM / IFTN

Loss of Framing (Local/Remote): 0 / 0

Loss of Signal (Local/Remote): 0 / 0

Loss of Power (Local/Remote): 0 / 0

Loss of Link (Remote): -

Error Seconds (Local/Remote): 58 / 0

FEC Errors (Up/Down): 0 / 14.250

CRC Errors (Up/Down): 0 / 90

HEC Errors (Up/Down): 0 / 3.488
Community Veteran
Posts: 1,612
Thanks: 22
Registered: 29-06-2010

Re: BB slower (was 10mb/s now 2.75mb/s) (update back to 10m/s and BACK to 2.75mb/s)

You need your upstream uncapped.
ryanplus
Dabbler
Posts: 19
Registered: 15-07-2014

Re: BB slower (was 10mb/s now 2.75mb/s) (update back to 10m/s and BACK to 2.75mb/s)

After a perfect day, overnight we were asleep, the uplink increased and the downlink decreased (9.4Mb/s and 0.81Mb/s).  Is that due to Jaggies post above?
But lots of errors?
Still acceptable and will keep an eye....

Link Information
   

Uptime: 0 days, 7:59:28

DSL Type: ITU-T G.992.5

Bandwidth (Up/Down) [kbps/kbps]: 1.043 / 10.952

Data Transferred (Sent/Received) [MB/GB]: 84,93 / 1,95

Output Power (Up/Down) [dBm]: 12,6 / 0,0

Line Attenuation (Up/Down) [dB]: 21,9 / 38,0

SN Margin (Up/Down) [dB]: 5,9 / 7,8

System Vendor ID (Local/Remote): TMMB / ----

Chipset Vendor ID (Local/Remote): BDCM / IFTN

Loss of Framing (Local/Remote): 9 / 0

Loss of Signal (Local/Remote): 1 / 0

Loss of Power (Local/Remote): 0 / 0

Loss of Link (Remote): -

Error Seconds (Local/Remote): 163 / 0

FEC Errors (Up/Down): 10.412.200 / 138.985.522

CRC Errors (Up/Down): 8.170 / 25

HEC Errors (Up/Down): 1.767 / 623
Community Veteran
Posts: 38,460
Thanks: 1,027
Fixes: 62
Registered: 15-06-2007

Re: BB slower (was 10mb/s now 2.75mb/s) (update back to 10m/s and BACK to 2.75mb/s)

As per usual the change happened at the dead of night so the sync rate was a bit lower
You will see that the reported noise margin is now 7.8dB - it would have been 6dB at resync