cancel
Showing results for 
Search instead for 
Did you mean: 

Connection Fault & Upload Speed

retroholo
Dabbler
Posts: 15
Registered: ‎06-06-2013

Re: Connection Fault & Upload Speed

I can't seem to raise a fault at all now. Every time I try, it gives me a page saying:
Quote
Broadband Troubleshooter - Error
There's been a problem
Please try using the Broadband Troubleshooter again in a short while. If you continue to have problems please contact our Support Team for help.

As a side note, I've run the BT Performance Test and it finally told me to raise a fault and say: "the BT Performance Tester tool indicates poor service throughput performance after the third test."
adamwalker
Plusnet Help Team
Plusnet Help Team
Posts: 16,871
Thanks: 882
Fixes: 221
Registered: ‎27-04-2007

Re: Connection Fault & Upload Speed

Hi retroholo,
there's a fault report still open which is why you're unable to raise another (ticket 75324429)
I'm passing that back to our faults team for you.
Adam
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
retroholo
Dabbler
Posts: 15
Registered: ‎06-06-2013

Re: Connection Fault & Upload Speed

Jumping into the forums again for some help. Might aswell use this thread rather than start a brand new one.
I'm having trouble with my connection tonight, since I got home from work at around 10pm I've been noticing the connection only stays on for about 2 or 3 minutes, and then drops. Looking at my router it is fluctuating the downstream rate. It seems to happen anytime I try to do something fairly intensive (youtube, reddit, speedtest). Is there a problem with the network at the moment? Or is it just the extremely cold weather slowing down the data in the pipes?  Grin
orbrey
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 10,540
Registered: ‎18-07-2007

Re: Connection Fault & Upload Speed

Looks like those dropping connections came back with a vengeance on Saturday night:
<img src="http://community.plus.net/visualradius/generated/image13841702977873.png"/>

Looks from our logs like they were pretty much all around 4m42s, when we see connections all the same length like that the indication is that it's more likely a hardware issue than anything else - would you have another router you could test with to see if that makes any difference?
retroholo
Dabbler
Posts: 15
Registered: ‎06-06-2013

Re: Connection Fault & Upload Speed

Could someone take a look at my connection again? I'm having vicious disconnects, and extremely low (almost crawling) download and upload speeds.
Is there something dodgy looking with my connection? I've reset my router to factory settings and set it up again from fresh. I've also turned it off for a good ten minutes this evening, but it still seems to be broken.
Thanks.
retroholo
Dabbler
Posts: 15
Registered: ‎06-06-2013

Re: Connection Fault & Upload Speed

In addition my router log spits this out when I do disconnect (which is still frequent):
12/15/2013 16:14:41 SNMP TRAP 3: link up
12/15/2013 16:14:41 Accept() fail
12/15/2013 16:14:41 Accept() fail
12/15/2013 16:19:03 MPOA Link Down
12/15/2013 16:19:03 SNMP TRAP 2: link down
12/15/2013 16:19:05 netMakeChannDial: err=-3001 rn_p=8048e940
12/15/2013 16:20:05 Last errorlog repeat 114 Times
12/15/2013 16:20:05 MPOA Link Up
My line is giving me speeds of upto 0.3mbps now, so that's great. I can almost watch a couple of seconds of youtube!
My ADSL Stats:
Mode:	ADSL2 PLUS
Type: ANNEX_A
Status: Showtime

Downstream Upstream
Rate (Kbps): 13117 kbps 444 kbps

SNR Margin (dB): 1.0 23.5
Attenuation (dB): 35.0 21.0
Output Power (dBm): 0.0 12.3

Super Frames: 12368 12369
RS Correctable Errors: 17208 0
RS Uncorrectable Errors: 11176 0

HEC Errors: 29526 0
Total Cells: 82685 39780
Data Cells: 28084 7055
Bit Errors: 0 0

SNR seems a little low to me? Is that right?
EDIT: In between disconnects I've plugged the router into the test socket, and changed the filter and all cables. I've also tested it with another router earlier in the day with no change.
I decided to sit an watch the router and see what it does, it seems as though it doesn't just disconnect from the internet but also loses it's ADSL link. (The light goes off and then flashes green for blimmin' ages). I've only ever seen an SNR of above 6db on the downstream, so less than that seems a little suspect. I'll open a support ticket, but i've been without working internet for 2 days now. Not happy!
Oh and I had to sit and wait out a disconnect just to post this edit. Gah.
retroholo
Dabbler
Posts: 15
Registered: ‎06-06-2013

Re: Connection Fault & Upload Speed

As a note, I've forced the router to use G.DMT modulation and the router is connecting with a slightly slower (but more stable) downstream.
retroholo
Dabbler
Posts: 15
Registered: ‎06-06-2013

Re: Connection Fault & Upload Speed

So I decided to allow my router to auto sync again just now, after having a solid connection on G.DMT for 14 hours. It took a few moments and then synced with ADSL2+. The connection then worked at speeds I've been getting normally. Then after around 11 or so minutes (i kept the router page open to check) the internet became unresponsive. It got stuck resolving the host. Then seconds later it dropped the connection altogether. Now it is showing a 45Kbps downstream and a 345Kbps upstream over on testmy.net and 0.1Mbps over on speedtest.net (strangely BT Speedtest shows 5.1Mbps and doesn't allow me to diagnose).
Is there something obviously wrong on my connection? Is there a problem at the exchange or in my area that isn't showing on the plusnet status pages? Could one of you lovely people take a look? Would forcing my router to use G.DMT for the time being be the best course of action? Or would that screw up any fault checking, seeing as the connection wouldn't be dropping the same?
Thanks.
retroholo
Dabbler
Posts: 15
Registered: ‎06-06-2013

Re: Connection Fault & Upload Speed

Well, looks a though I'll have to wait another 24hours without solid internet other than on my phone.
I can't even get it to sync with different modulation settings now. The DSL light just flashes at me every few seconds and then goes off. The annoying thing is, I can't hear anything wrong on the line.
In the past my connection issues have been resolved fairly quickly (normally by one of the staffers on here), but this one seems to be a pretty stubborn problem.
What's the process for cancelling my service out of interest?
Townman
Superuser
Superuser
Posts: 22,922
Thanks: 9,538
Fixes: 158
Registered: ‎22-08-2007

Re: Connection Fault & Upload Speed

Retroholo,
Understand your frustration, but cancelling service with PlusNet and moving to a different ISP is not going to fix the BTOR phone line issues - it is they who have failed to attend and it is they who will still need to fix your phone line irrespective of to whom you pay your bill.  Also changing providers mid-fault is about the worse possible move.  You'll be moving from one provider to another using the same line with an outstanding fault.  Once the line move is commissioned, PlusNet will not be able to progress the fault and the new provider will have no interest until after the line move - if at all.
I suggest that your best bet is to allow the guys from the DCT to get a grip of the issue and ideally a firm grasp of the BTOR corporate throat!
Cheers,
Kevin

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

retroholo
Dabbler
Posts: 15
Registered: ‎06-06-2013

Re: Connection Fault & Upload Speed

My apologies. My interest in the cancellation process is completely secondary to my problem. I'm fully willing to sit it out and wait for a fix. I know these things take time and I'm just being a little impatient with my constant posts.
I thought I'd just ask what the cancellation process is, as I'll most likely be needing it within the next few months. Moving abroad, so can't really take it with me! Haha.
Thanks.
dick:quote
spraxyt
Resting Legend
Posts: 10,063
Thanks: 674
Fixes: 75
Registered: ‎06-04-2007

Re: Connection Fault & Upload Speed

For when you need it, full details of the cancellation process can be found in the Cancellation Policy document.
David
Townman
Superuser
Superuser
Posts: 22,922
Thanks: 9,538
Fixes: 158
Registered: ‎22-08-2007

Re: Connection Fault & Upload Speed

Quote from: retroholo
I'm fully willing to sit it out and wait for a fix. I know these things take time and I'm just being a little impatient with my constant posts.
I thought I'd just ask what the cancellation process is, as I'll most likely be needing it within the next few months. Moving abroad, so can't really take it with me! Haha.

Retroholo,
That clarifies a great deal - one sees so many people on here who think that the solution to their problems is to jump ISPs.  Unless one can jump to Virgin Media one cannot escape the primary cause of the issues BTOR.  Yes sometimes the ISP drops a ball, but it is invariably BTOR who put the ball up in the air in the first place!  Your frustration and impatience is both understandable and reasonable - unfortunately PN are as much at BTOR's mercy of incompetence as are you.
Take a look here for information on leaving.
Good luck,
Kevin

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.