Broadband Slow and Off

[#1]

For 3 days our Broadband has either been slow or completely off. 
I get ticket replies saying on hold and then off hold but no action so far.
It is currently on but slow, does anyone have an idea of what might cause this ?

[#2]

@milvusmilvus Looking at your DSL diagnostics screenshot you appear to have a line issue. If the 'attainable rate' is what you usually get, which given the reported attenuation, seems reasonable, then the 'Actual PSD' points to said cause. Do you still have a landline phone service?

[#3]

No landline but have Fibre to the Cabinet and long run of copper to us. 
There was an Openreach Engineer at the cabinet a few days ago, and again this morning when i went past so i thought he may have been working it but i wonder if they have disturbed something. 

[#4]

Didn't think the useful landline phone would exist, but it was worth asking. Thanks for confirming your 'last mile' of copper ties in with the attenuation figures.

Is there any comment at all on the ticket other than the 'on hold/off hold' notes? You have a fault which needs rectification.

[#5]

Just a couple of these remarks last two days. On hold in the evening, off hold will update in the morning......

Holding for manual fault to be raised, echat raised previously

This Question is now on hold until Thursday 28th August at 7:00am.

Kind regards,

Script User - Automated Script Pool

7:08am, Thursday 28 Aug 2025

Question [ 249789748 ] is now off hold. Our Support Team will provide a further update soon.

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[#6]

Add to @jab1 's observation (DS SNRM is grim) but also the US errors do not look helpful either.

There is clearly a line fault here.

If this is not SoGEA then there should be a dial tone on the line ... a borrowed handset could be very informative about the presence of line noise.

[#7]

Didnt think of that 🙂
I have an old 60s brass dialer. No dial tone (would there be without a landline ?)  very low level hum and crackle but that could be the phone.

[#8]

@Townman Yup, horrible u/s errors too, which I should have picked up.

[#9]

@milvusmilvus wrote:

No dial tone (would there be without a landline ?)  very low level hum and crackle but that could be the phone.

Depends!  Your test is a tad inconclusive!

"Without a landline" if you are indeed on SoGEEA (VDSL only) rather than FTTC (WLR + VDSL) then there would be no dial tone.

However with FTTC, it is possible for there to be no dial tone with slow VDSL if one leg of the pair was disconnected. That could give rise to your experience; xDSL will limp along with either the A or B leg in a DIS condition.

[#10]

About 5 years ago we got FTTC ( a vast improvement on 20 years of 2Mb down ! )

Our cabinet says its not available but SOGEA is. I'm confused now as i thought we had VDSL FTTC ?

My router says its VDSL2

Still no updates at 5pm 🙄

[#11]

If you have not negotiated a change to SoGEA (Broadband with no phone component) then you will still be on FTTC (Broadband and phone).

It appears to me that there is a fault somewhere in the Openreach network. 

[#12]

Thanks all 

[#13]

Well. Two weeks have passed by with the question being opened and closed and the fault cleared, opened again etc

Its still the same and Plusnet say it shows i don't have an active line, so they cant run a test on a line that doesn't exist.
However, it appears they can still charge for it !

Openreach were working for a day or so on a local cabinet where our FTTC reaches, when this all started. It may be coincidence, but i have actually sent Plusnet the location and a photo of that cabinet to pass on to Openreach.

[#14]

My theory: lines have got crossed over, probably int the FTTC cabinet.

[#15]

Or there is a DIS fault.

@milvusmilvus - does your user portal indicate the line's service number?  Look under "Phone" for the "phone service number" - if there is one there, try dialling it from a mobile.  If that encounters a 'fault' use the PHONE Fault BOT - see the link below.

@Marsh / @Windings - would it be possible for one of you to try the "magic" copper circuit tests here please?

This user does not think they are on SoGEA and there is no dial tone; that along with a limping broadband might suggest a single leg DIS.