Download speed 0.06 Mbps - Connection keeps dropping. Ticket 64558643

[#1]

Can you let us know how the engineer visit goes?

[#2]

Hi Chris
The engineer came this afternoon and renewed the cable to my master socket. He also replaced the old master socket with a new one which has Openreach written on it. He said it would be the same one if I upgraded to Fibre to the Cabinet.
I think he did a great job.
He said I should get a faster speed now in the region of 4Mbps as the line was capable of downloading faster. My router says the max rate is 6176. I seem to be throttled at about 2.5.
Any chance the throttling can be removed? 
My electricial was in the house today, having rewired a new kitchen and bathroom. He was testing the circuits so there were a few disconnections from him which may reflect on my profile. He has finished now and the router is now permanently on.
Many thanks
John

[#3]

Hi there,
I've run some diagnostics and there's no throttling/capping in place. The line is currently synced at around 3mb and I'd not want to to consider an SNR reset at this stage as it still seems to be dropping quite frequently:
<img src="http://ccgi.psmith12.plus.com/visradius/generated/image13606640506360.png"/>
I'd personally say back over to our faults team with this one but you might want to keep an eye on if the connection holds in the meantime.

[#4]

Thanks Adam
Yesterday (Monday 11th) our electrician was over reconnecting wires to the main fuse box as we had a new kitchen and downstairs bathroom refitted, so he was disconnecting from the mains several times all day as he was connecrting and testing the circuits - this involved tripping the fuses on numerous occasions. The engineer was here between 2 and about 4, and my connection was disabled for most of that time.About 15 minutes ago I disconnected the lead to the modem to re-route it,. So many of the drops may be because of all this. (?)
My router is now permanently connected and although the electrician is here today I don't think there will be any more interruptions to my electric supply.
I'll keep an eye on this.

[#5]

OK, the current connection has been up since 12:41 today so let me know if you'd like me to check the logs again tomorrow.

[#6]

Still having problems. Last night I couldn't connect and then when it did it was slow, and this morning I couldn't connect to the speed testing pages. As usual the first page loaded and then it would hang. There are times when everything seems fine..
My ticket has been updated and it has been passed back to BTW

[#7]

Hi there,
Sorry to hear that, I've given our faults team a nudge as we should hopefully have an update now.

[#8]

Engineer visited this morning. When he connected to my master socket he couldn't connect/synch at all. He went to the exchange and then the cabinet, but was getting over 360 errors in the 5 minute test. He finally changed something on the pole outside my house and the errors came down to 0. Also apparently changed things to interleaving, whatever that is.
Now connecting......
My router says my downstream SNR margin is 3.4 dB - my current connection rate is  6660 Kbps and my maximum is 7396 (similar to what the engineer got -  but I am still getting 2.54 Mbps on the BTW test.
I'll wait and see how it goes.
Any reason why I'm not getting a faster speed? Can you check what package I'm on ? I appreciate the "up to" wording, but if my line can take a faster speed, should I be getting it now? Can you please check what package I'm on?
Many thanks.

[#9]

Hi Chris/Adam
My line seems stable. The BTW speedtester gives me -
IP profile 5.17  (range 2 - 7.15 Mbps)
My download speed remains constant at 2.5.
Will my speed increase? My downstream SNR margin was 0 - 0.3 yesterday, now its 6.2 db
Thanks
John

[#10]

John,
What does this link say under "Current Line Speed"
https://portal.plus.net/my.html?action=data_transfer_speed ; (you will have to log in with your Plusnet details)

[#11]

Hi Barry - it says
Phone exchange:HARESTOCK
Estimated line speed:3.0Mb (This may vary between 2Mb and 5.5Mb) - Checked on 2013-01-18 17:48:02
Current line speed: 2.7 Mb
Looks like that was taken before the work on my line on the 19th when the engineer checked the line between my house and the junction on the road. He changed something on the pole and things went up by 3 Mb or so. On the BTW checker my profile went up from 4 to 5.17

[#12]

Ok, paging a PN rep to the thread - it's the copy of the BT profile in their systems which appears to be wrong.

[#13]

Someone beep?
Hi JohnRG, your profile's been uplifted on our side to 5100 to match - hope you see an increase soon, and glad to hear the engineer has got things sorted for you.

[#14]

Thank you Matt and Barry. I'll keep an eye on my speed, I guess it will take a little while to build up.
Barry, how to you "page" a rep? Thanks Matt for responding.

[#15]

Quote

Barry, how to you "page" a rep?

Don't worry about that it's just Barry and Matt trying to be funny