DSL Broadband speeds limited to half, possible noise on line.

[#1]

Probably unrelated but my internet was fine for a long time until some work was done by the building owners installing a new fire alarm.

Started to get a lot of drops of the connection, and then presumably automated speed downgrades to compensate.

I turn my router off for several hours during the day when I'm not using internet. I don't know if that's also going to make it seem like my connection is having problems to whatever system monitors interruptions, but since it was fine for many months I'm guessing not.

The connection drops have mostly stopped, but performance is less than what I need.

I don't have a handset to plug into the line for crackles.

Most recent connection:

DSL Link Up: Down Rate=32400kbps, Up Rate=3812kbps; SNR Margin Down=13.3dB, Up=5.6dB

Product code: Plusnet Hub Two
Data rate: 3.812 Mbps / 32.4 Mbps
Maximum data rate: 4.186 Mbps / 82.358 Mbps
Noise margin: 7.9 / 20.3
Line attenuation: 7.9 / 14.2
Signal attenuation: 7.1 / 11.8

Had issues some time ago, that seemingly cleared up on their own.

I have a feeling the only reason it's stable now is the lower speeds, but unsure.

[#2]

Hi @alexrpm thank you for taking the time to contact us through our Community Forum, I hope you are well.

I tried calling you to discuss the issue reported, noting there was no answer and only the option to leave a voicemail.

At your earliest convenience, please reply advising me a window of time we can call you back to do a line test and further troubleshooting without disrupting anyone that may be using the broadband. 

I look forward to hearing from you soon

[#3]

@Tina11192  The increased downstream SNRM and the 32400Kbps sync speed suggest that the line is banded, so a DLM reset would seem to be the obvious first thing to try. Then monitor the performance to see if the line is stable at the higher speed.

@alexrpm  You should be getting full 80Mbps sync speed with your line, it must be quite near the FTTC cabinet. Turning your router on and off is not considered the best thing to do, it may confuse the DLM system.

[#4]

Well they didn't try that.

[#5]

@alexrpm Hi Alex, thankyou for answering my call today. 

As discussed our testing has detected a fault on your line and we've booked for an Openreach engineer to visit to resolve this issue for you. 

If you have any other issues or queries, please dont hesitate to give me a private message! 

All the best 

[#6]

Yeah, thanks. Had an engineer around, he said the socket was an old one (required little adaptor before) and replaced it. He ran a brief test and said it was fine, but it's dropping randomly again, pretty regularly, shortly after he left.

He suggested buying another phone cable if there were any more problems just in case there was some corrosion on the contacts. I'll order one of those before any more call outs. The phoneline cable itself doesn't "click" into the router and has come out a couple of times in the past, but fully in with nothing pulling on it, still seeing internet drops.

Previous time an engineer came round a year or something ago, he didn't even come in the premises and it was fixed, I thought he said he'd looked at the box outside, but the one immediately outside is a virgin media box so unless there's a cabinet nearby I don't know what the fluff is up.

[#7]

@alexrpm Hi Alex, I'll keep the fault open for now as i can definitely see the drops. 

Although i do see a stable active connection for the past 21 hours so I'm unsure whether it is fixed or not. 

I'll continue to monitor this for you until Monday and ill have another check to see if everything is as it should be. 

All the best 

[#8]

Yes, I haven't tried switching the cable yet, but it has remained up for the longest period in a while.

When the fella changed the box he briefly said "S***" like he'd made a mistake.
Fumbled a but and did more drilling.
And kinda rushed out after finishing, even leaving a drill attachment, I had to call him to hand him back, which is when I realised a bit of plaster around the replacement box was missing, it's not that
Can't say if that was an accident or just weak plaster to begin with. It's not that big, maybe a couple of cm long and 8mm wide, and similarly deep, though I've no experience with plastering minor holes so maybe it's time I learned.
He seemed like a really smart and observant guy otherwise.

Really impressed with response of plusnet staff here overall though.
No offence but amazed even.

I'm generally quicker to complain than I am to accept help.

[#9]

10 or so drops today, and counting.
Restarted router, checked power and cables all properly attached, still happening.
Maybe issues in the area I don't know.
Was great before today after hiccups posted earlier in thread, a handful of drops but like 3 or 4 an entire day.
Constant today, lol.
At least 6 drops trying to watch one YouTube video.

[#10]

Thing is, soon as I stopped watching Youtube (it was dropping before then though, when I was away from home computer (but still off and on phone during exercise)) and switched to a game, it was solid for a good few hours with no interruption. Streaming related? Could just be prime time hours stressing services.

[#11]

Hey @alexrpm, I am sorry to hear that this fault has come back.

I have re-run a line test and it still indicates that there is a fault affecting your service. This issue requires another appointment with Openreach to resolve it. I attempted to call you to discuss this, but I wasn't able to reach you.I have booked an appointment and sent you a ticket with the appointment information. If the appointment date does not work for you, please reply to the ticket so we can arrange a different date.

[#12]

Alrighty, much appreciated. Yeah appointment time should be fine.