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Current line speed much slower than estimate

mattme
Newbie
Posts: 6
Registered: ‎08-11-2013

Current line speed much slower than estimate

Hi. My broadband is dreadfully slow - little faster than dial up. This is ever since I received the router (about a week ago).
I found my way to this page https://portal.plus.net/my.html?action=data_transfer_speed it says
Quote
Phone exchange:
HISTON
Estimated line speed:
8Mb (This may vary between 5.5Mb and 12.5Mb) - Checked on 2013-11-07 22:39:40
Current line speed:
0.2 Mb

I don't understand why 'current line speed' is so much smaller than 'estimated line speed' . What's going on? I've tried turning my router on off, tried leaving it. The router says
Quote
Uptime: 1 day, 3:00:29
DSL Type: ITU-T G.992.5
Bandwidth (Up/Down) [kbps/kbps]: 443 / 16,459
Data Transferred (Sent/Received) [MB/MB]: 48.11 / 259.84
Output Power (Up/Down) [dBm]: 12.9 / 0.0
Line Attenuation (Up/Down) [dB]: 15.9 / 31.5
SN Margin (Up/Down) [dB]: 26.2 / 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): 662 / 0
FEC Errors (Up/Down): 0 / 0
CRC Errors (Up/Down): 4 / 856
HEC Errors (Up/Down): 1 / 4,228

15 REPLIES
mattme
Newbie
Posts: 6
Registered: ‎08-11-2013

Re: Current line speed much slower than estimate

Two days ago I did a 'BT speed test' and got
Quote
With speedtest@speedtest_domain
Download speedachieved during the test was - 13.19 Mbps
For your connection, the acceptable range of speeds is 4 Mbps-21 Mbps.
IP Profile for your line is - 14.58 Mbps

Community Veteran
Posts: 6,824
Thanks: 1
Registered: ‎27-10-2012

Re: Current line speed much slower than estimate

Something is wrong with BT's systems.
Your line is syncing at 16 M/b but for some reason BT have an incorrect line profile. As PlusNet also set a line speed using this data, this is where the problem lies. PN should be able to sort this for you quite quickly, but I would raise a fault ticket.
mattme
Newbie
Posts: 6
Registered: ‎08-11-2013

Re: Current line speed much slower than estimate

Thanks Andy. How do I notify Plusnet? I tried emailing support@plus.net but the emails bounce.
I tried calling customer services but got a recording 'due to adverse weather conditions the waiting time is 30 minutes'. My time is too valuable to me to spend that long listening to tinny music on the phone. (My energy company have a better system. You phone, they are busy, they phone back later. )
Community Veteran
Posts: 6,824
Thanks: 1
Registered: ‎27-10-2012

Re: Current line speed much slower than estimate

Just to make sure, are you logging in with your username@plusdsl.net ?
Try to log a fault here: https://faults.plus.net
mattme
Newbie
Posts: 6
Registered: ‎08-11-2013

Re: Current line speed much slower than estimate

Cool will try that.
Yep I put it back to plusdsl.net after the speed test
Quote
Username: *********@plusdsl.net
Password: ********
Remember Password: Yes
IP Address: 91.125.235.108
Primary DNS: 212.159.6.10
Secondary DNS: 212.159.6.9
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: ‎13-07-2012

Re: Current line speed much slower than estimate

There's certainly something not right, have you you been able to connect to your test socket?
mattme
Newbie
Posts: 6
Registered: ‎08-11-2013

Re: Current line speed much slower than estimate

Spoke to Jon at Plusnet, he was very helpful. I am 5km from the exchange, hence the poor speed.  Was able to up my 'Current line speed' to 0.8 Mbps. Usable for browsing the web now.
Left router connected to test socket, trying to arrange engineer appointment.
Ran another 'BT Wholesale Broadband Performance Test' at http://www.speedtest.btwholesale.com/ . Don't understand why it gives much higher download speed ( 13 Mbps ) when I use their special login details.
Quote

Broadband Diagnostic Test
--------
ADSL and Fibre to the cabinet Broadband
Telephone Number of the broadband circuit: 01223xxxxxx
Download speedachieved during the test was - 0.75 Mbps
For your connection, the acceptable range of speeds is 4 Mbps-21 Mbps.
IP Profile for your line is - 14.94 Mbps
Upload speed achieved during the test was - 0.35Mbps
Additional Information:
Upstream Rate IP profile on your line is - 0.45 Mbps
Tap3 test configuration
-----------------
Browsed to http://192.168.1.254/ , Changed username to speedtest@speedtest_domain
Download speedachieved during the test was - 13.44 Mbps
For your connection, the acceptable range of speeds is 4 Mbps-21 Mbps.
IP Profile for your line is - 14.94 Mbps
Upload speed achieved during the test was - 0.01Mbps
Additional Information:
Upstream Rate IP profile on your line is - 0.45 Mbps
Your service was found to be performing poorly. Please raise a fault with your service provider, stating that the BT Performance Tester tool indicates poor service throughput performance after the third test.
RealAleMadrid
Aspiring Champion
Posts: 867
Thanks: 345
Fixes: 17
Registered: ‎07-07-2009

Re: Current line speed much slower than estimate


I don't think PlusNet are being very helpful at all. Your line length is certainly not 5 km and is probably less than 2 km ( att 31.5db) and your BT profile is good, an engineer will say your line is fine and probably raise a charge for no fault found. You should be getting speeds of around 14Mbps. I think that for some reason PlusNet profile is wrong and is stuck at a ridiculously low level. Sounds like you have just joined PlusNet, I suspect that the current line speed has never been updated correctly. What does https://portal.plus.net/m...ction=data_transfer_speed say for your current line speed? I am surprised that Chris Purvey did not pick this up earlier in the thread. If you get no response on the forum I suggest raising a ticket to ask for your PlusNet profile to be checked and set to the correct level. I don't think an engineer visit is required. Hope this helps.  Smiley
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: ‎13-07-2012

Re: Current line speed much slower than estimate

We're aware that the line attenuation is reporting different, that's why we've asked for a connection to the test socket.
                                                                      D/L    U/L
The test we've done are showing : Loop Loss:  34.5  58.0
The line speed is set correct to his current sync speed, as I said something is not right and we need to look at this further.
RealAleMadrid
Aspiring Champion
Posts: 867
Thanks: 345
Fixes: 17
Registered: ‎07-07-2009

Re: Current line speed much slower than estimate

@ Chris, that's strange. How do you explain a BT diagnostic test result of 13.44 Mbps and an IP profile of 14.94Mbps. The OP had a sync speed of 16.459Mbps on 08/11 and  D/L attenuation of 31.5db. Your attenuation figures look suspect, upload is usually about half of the download or have you inadvertently swapped them round. If that is the case are you sure you are looking at the correct line, what figure do you have for the sync speed?  With the reported sync speed of nearly 16.5Mbps I fail to see how connecting to the test socket will achieve anything, apart from a possible increase in sync speed.
Community Veteran
Posts: 6,824
Thanks: 1
Registered: ‎27-10-2012

Re: Current line speed much slower than estimate

Quote from: RealAleMadrid
How do you explain a BT diagnostic test result of 13.44 Mbps and an IP profile of 14.94Mbps.

That is normal?
The TAP3 seems to indicate an issue PN's end...
RealAleMadrid
Aspiring Champion
Posts: 867
Thanks: 345
Fixes: 17
Registered: ‎07-07-2009

Re: Current line speed much slower than estimate

Yes, it's normal for a line with a sync speed of around 16.5Mbps but not with a downstream attenuation of 58db which Plusnet  seem to think it has. Looks like some line identification or configuration problem at PN. Seems to be taking a while to get it sorted.  Sad
mattme
Newbie
Posts: 6
Registered: ‎08-11-2013

Re: Current line speed much slower than estimate

Wahey! Spoke again to Jonathan, he has fixed it. I just measured 13 Mbps down on a speed test. It remains for me to reassemble the test socket.
Quote
BBEU on account was actually related to SID 2312980
now updated with correct line details and cancelled the SFI on the other line.
seems that we had the wrong BBEU which was receiving delta reports from the wrong line. have updated.
xDSL Status Check
Circuit ID: CBUK91299484 Service ID: BBEU12117741
Telephone NO.: N.A. Test Executed On: 13-11-2013 18:16:55
xDSL Status Test Summary
Sync Status: Circuit In Sync
General Information
NTE Status: NTE Power Status: PowerOn Bypass Status:

Upstream DSL Link Information Downstream DSL Link Information
Loop Loss: 15.8 31.5
SNR Margin: 26.0 6.1
Errored Seconds: 4 13
HEC Errors: 2
Cell Count: 1911339 21915500
Speed: 443 16938

Maximum Stable Rate (KBPS): 15904 Fault Threshold Rate (KBPS): 12723
Mean Time Between Retrains (Seconds): 86400 Mean Time Between Errors Upstream (Seconds): 86400
Indicative Line Quality: A Mean Time Between Errors Downstream (Seconds): 102

RealAleMadrid
Aspiring Champion
Posts: 867
Thanks: 345
Fixes: 17
Registered: ‎07-07-2009

Re: Current line speed much slower than estimate

Sorted!!!! Smiley So they had got the line mixed up with another one somehow. That's unusual, anyway enjoy your 13Mbps.