Broadband cutting out and slower speeds since this morning

[#1]

Good afternoon,

This morning our broadband connection has been dropping out and reconnecting and at slower than usual speeds, our connection may have become banded again.

We thought this issue was down to our very old thompson modem so we renewed our contract got a replacement router  Plusnet 2704N Router - ADSL which was working perfectly all week and has been for at least the past three weeks, I have posted a screenshot of what we usually get below.

But now it keeps cutting out and the ping is slightly higher and the connection tends to drop out every hour or so it feels like a different connection, it shows a slower connection but more importantly it keep cutting out.

Can the connection be restored to how it was and the banding removed if it has reoccurred ?

Many thanks for your help.

Jrice

[#2]

Yesterday was a pretty bad connection dropping a lot, today... Its slower but stable..

Your Plusnet adviser may ask you for the following information:

1 - Product name:	Plusnet Router
2 - Serial number:	N7172891B000508
3 - Firmware version:	7.275.6_F2704N_Plusnet
4 - Board version:	F@ST2704N
5 - Mode	ADSL
6 - Uptime:	0 days 06:03:49
7 - Data rate:	315/14400
8 - Maximum data rate:	576/11784
9 - Noise margin:	14.4/-2.7
10 - Line attenuation:	5.1/10.0

[#3]

I phoned Plusnet support who said my noise was too high on the modem and that I should try again in 4 hours when the signal to noise ratio should be lower. ?

I'm confused at why the modem has worked fine for three weeks always showing the fast 21mb connection but since saturday is being moved around via DLM like crazy dropping out each time.

Surely something has changed ?

We've been a plusnet customer for many years and only in the last 6-7 months have we had issues with DLM. We've bought a new modem in the hopes it will cure it, it did do for three weeks but now were back to unreliable.

Lots more drops outs this morning, will keep trying..

[#4]

Sorry to hear you're having issues.

From what I can see it's stable after the changes we made.

Let us know if it starts dropping again.

[#5]

Thanks Matthew,

It's stable now, but seems capped at 16mb via DLM. Last time it was rectified by resetting the profile or by doing the fix that HarryB performed. In the post below.

https://community.plus.net/t5/Broadband/Broadband-Speeds-used-to-be-21mb-but-now-at-12mb/m-p/1464727...

Could we get back to the speeds back to normal ?

Jrice

[#6 · Accepted solution]

Hi there, 

Sure, I'll pick that up for you. I just need to be able to identify your account so can you send me a PM with your username please? 

[#7]

Thanks Adam will do.

[#8]

Hi Guys,

Please update this if you manage to remove the current profile, 

Many thanks for your help

Jrice

[#9]

Just a thought: Have you tried a Quiet Line Test? On a wired phone, dial 17070, select option 2 when prompted.

Do you hear any clicks, rattles, crackling, hissing, music, voices? If so, it's so much easier to raise a voice fault, which should resolve the underlying issue. Joints can go bad, trees can damage wires, etc.

Most phone lines were never designed to carry anything other than voice, so xDSL speed is on a "reasonable efforts" basis. But get the metallic path working right for voice and you'll generally get the best result for xDSL.

[#10]

Hi Jrice.

Can you send me a PM with your username and I'll check this.

[#11]

Thanks Gandalf and Richi and Adam!

The line speed is now excellent again (for adsl), 8ms 21mb dl and 1.1 up

I hope it stays this good, thank you all for helping.

P.S I did try the line (recommended by Richie) test but the line always seems to check out when I do that test, this phone line has always sounded very clean to me.

Thanks everyone for their help with this.

I hope the lines current profile can be saved.

[#12]

NP. Here's hoping DLM doesn't show its unwelcome face again. Try not to resync more than once a day!

[#13]

Glad to hear your line speed back up.

Let us know if you need any further help.