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Broadband Help

gpavlovic
Grafter
Posts: 42
Registered: 13-12-2010

Broadband Help

Hey,
Can someone within Plusnet help me please?
I've been with you for over a year now and things have been ok with my broadband and speed until recently. My IP profile used to be around the 15,000kbps mark back in Oct 2011 but has been steadily decreasing until now all i'm get it around 4000kbps (see attached). It is really giving me a headache as to how this has happened and was wondering if you could help me solve this?
Also it seems as a result of this my broadband connection is now disconnecting on a daily basis around 3 or 4 times a day then re-connecting itself which is not helping with my frustration.
A copy my router stats are also below:-
DSL Connection
Link Information

Uptime: 0 days, 4:00:54
DSL Type: G.992.5 annex A
Maximum Bandwidth (Up/Down) [kbps/kbps]: 27,858 / 21,992
Bandwidth (Up/Down) [kbps/kbps]: 445 / 3,070
Data Transferred (Sent/Received) [MB/MB]: 96.15 / 553.21
Output Power (Up/Down) [dBm]: 12.5 / 14.0
Line Attenuation (Up/Down) [dB]: 7.5 / 13.5
SN Margin (Up/Down) [dB]: 28.5 / 29.5
Vendor ID (Local/Remote): TMMB / TSTC
Loss of Framing (Local/Remote): 38 / 0
Loss of Signal (Local/Remote): 1,834,982 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): 0
Error Seconds (Local/Remote): 3,473,368 / 0
FEC Errors (Up/Down): 6,707 / 98,463
CRC Errors (Up/Down): 89 / 8
HEC Errors (Up/Down): 172 / NA
If anyone could shed some light on this problem it would be much appreciated.
Thanks
Graeme  Smiley
13 REPLIES
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: Broadband Help

Hi gpavlovic,
I have taken a good look through your account and can see that your connection has a habit of dropping out quite a lot. Would you be able to try a different microfilter in place of the one you have plugged in with your router? Also we would need for you to plug your equipment into your Test Socket as per: http://www.plus.net/support/broadband/master-socket-guide.shtml. Once you have your equipment like this, if you could leave your router on for a full, solid 72 hours, we should see your speeds start to rise again. Let me know if there is anything else we can do to help you Smiley
Chris Pettitt
Cloud Environments Engineer
gpavlovic
Grafter
Posts: 42
Registered: 13-12-2010

Re: Broadband Help

Hey Chris,
Thanks for such a quick response, very much appreciated.
I do have another microfilter so do I hook that up and then plug it into the test socket? just want to make sure I don't screw things up.
Cheers,
Graeme
Community Veteran
Posts: 6,307
Thanks: 86
Fixes: 3
Registered: 08-01-2008

Re: Broadband Help

Hi Graeme, that's exactly right, microfilter directly into the test socket then router into microfilter (you can, of course, plug a phone into the microfilter also (correctly wired extensions will be disconnected while the faceplate is removed from the master socket)).
Call me 'w23'
At any given moment in the universe many things happen. Coincidence is a matter of how close these events are in space, time and relationship.
Opinions expressed in forum posts are those of the poster, others may have different views.
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: Broadband Help

Hi Graeme,
Yep, that's right, exactly how walker23 kindly explained - thanks for that Smiley
Chris Pettitt
Cloud Environments Engineer
jojopillo
Grafter
Posts: 9,786
Registered: 16-06-2010

Re: Broadband Help

Hi gpavlovic,
I've just ran some diagnostics on your line and it is currently banded, probably due to lots of dropped connections. Once you are in the test socket (make sure you use a different filter too) I can ask for this to be lifted and we can see how it goes from there.
Jojo Smiley
gpavlovic
Grafter
Posts: 42
Registered: 13-12-2010

Re: Broadband Help

Hey Jojo,
It's now been 72 hours since I changed my microfilter and put it into the test socket and as you can see my connection has slightly dropped in speed but the disconnections have stopped. See attached and below. Any help in order to raise my sppeds again would be much appreciated.
DSL Connection
Link Information

Uptime: 1 day, 2:31:01
DSL Type: G.992.5 annex A
Maximum Bandwidth (Up/Down) [kbps/kbps]: 27,858 / 15,884
Bandwidth (Up/Down) [kbps/kbps]: 445 / 3,070
Data Transferred (Sent/Received) [MB/MB]: 41.35 / 389.66
Output Power (Up/Down) [dBm]: 12.5 / 14.0
Line Attenuation (Up/Down) [dB]: 7.5 / 13.5
SN Margin (Up/Down) [dB]: 18.0 / 21.5
Vendor ID (Local/Remote): TMMB / TSTC
Loss of Framing (Local/Remote): 0 / 0
Loss of Signal (Local/Remote): 65,539 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): 0
Error Seconds (Local/Remote): 65,561 / 0
FEC Errors (Up/Down): 98,255 / 1,322,645
CRC Errors (Up/Down): 54,131 / 605
HEC Errors (Up/Down): 3,447 / NA
Cheers,
Graeme
jim:quote
Community Veteran
Posts: 38,418
Thanks: 1,004
Fixes: 58
Registered: 15-06-2007

Re: Broadband Help

Given the reported noise margins there is still something badly adrift - the FEC's and CRC's  up and down are terrible
gpavlovic
Grafter
Posts: 42
Registered: 13-12-2010

Re: Broadband Help

Cheers mate, what would possibly be causing that? I'm not good with this stuff. Since I joined Plusnet i've not touched anything since it was installed so have no idea what would be causing the problems.
Graeme
dick:quote
Community Veteran
Posts: 38,418
Thanks: 1,004
Fixes: 58
Registered: 15-06-2007

Re: Broadband Help

A line problem.
I recommend raising a fault
Alternatively Jojo may do it for you
gpavlovic
Grafter
Posts: 42
Registered: 13-12-2010

Re: Broadband Help

Thanks mate, will wait for Jojo to respond and see what she thinks is the best thing to do.
Cheers,
Graeme
gpavlovic
Grafter
Posts: 42
Registered: 13-12-2010

Re: Broadband Help

Hey,
Sorry to be a pain but can one of the plusnet staff reply?
Thanks
Graeme
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: Broadband Help

Hi gpavlovic,
The Digital Care Team are not in the office again until Monday. I will be more than happy to take a look into your account for you tomorrow morning and get back in touch with you and we will take it from there. This way we can make some progress with the line issue you seem to have.
Chris Pettitt
Cloud Environments Engineer
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: Broadband Help

Hi gpavlovic,
I have taken a look into your account this morning and can see that your connection has remained stable for nearly 72 hours. I have arranged for the banding to be removed from your line now, this process can take around 4 hours to complete. Please let me know if there is anything else I can help with. Smiley
Chris Pettitt
Cloud Environments Engineer