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Huge loss of speed

lonky
Newbie
Posts: 3
Registered: 06-01-2016

Huge loss of speed

I've had an intermittent fault where I've had random dropouts over the past couple of weeks but since I was receiving roughly the same 16mbps connection as usual I wasn't too bothered.
However last week it dropped completely for days at a time and when it eventually reconnected it did so intermittently and @ under 2mbps. It was still like this by Sunday afternoon but then dropped further during Sunday evening to under 1mbps, then under 500kbps for Monday, 250kbps yesterday and a touch slower today.
With regards to trouble shooting I've used two routers and four filters with the same results. I checked connections and identified wetness coming in through what looks like the inner sleeving of the incoming BT line so I don't know if there's damage to the cable outside and the leak is causing the fault (either at my end or the exchange end). The junction box looks like it might have been wet before but the connections that have been used look ok so I'd be surprised if it was that.

When I check 'Current Line Speed' the details it gives me are as follows:
Estimated line speed:19Mb (This may vary between 17Mb and 20.5Mb)  - Checked on 2015-11-10 08:02:38
Current line speed:0.2 Mb


I've set up a support note in the assistant section but after the initial fault progress over the 3rd and 4th Jan it's all gone a bit quiet.
Any help would be appreciated!
4 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 13,322
Thanks: 223
Fixes: 65
Registered: 27-04-2007

Re: Loss of speed.

Hi Lonky,
I can see that the disconnections were frequent enough to cause DLM to lower the speed right down to 200kbps (see the connection logs below)

Adequate time hasn't passed yet for DLM to reverse this automatically since things became more stable so I've submitted as line reset
You should see some improvement over the next 24 hours.
<img src="http://community.plus.net/visualradius/generated/image14520849574254.png"/>
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
lonky
Newbie
Posts: 3
Registered: 06-01-2016

Re: Loss of speed.

Hi Adam,
Thanks for the speedy response and hopefully the fix - very much appreciated! Smiley
I'll keep and eye on it and let you know how it gets on.
Cheers again!

P.S: BTW, what kind of speed increase should I expect over this next 24hrs?
lonky
Newbie
Posts: 3
Registered: 06-01-2016

Re: Loss of speed.

Hey guys,
I know it's not quite been 24hrs since the 'line reset' but I just thought I'd update you to let you know that there was no improvement in speed at all throughout yesterday afternoon and evening and it was the same this morning.
The 'current line speed' is now showing on this website at 17.9Mb and confirming that via the technicolor router's sync stats but the actual line speed is still sitting at 0.2Mb which is unusable. In fact at 5pm yesterday evening it dropped as low as 0.13Mb.
Since I saw what looked like a little wetness coming from the incoming cable I'd wonder if there's a chance it's made it in the opposite direction and potentially damaged something like a joint or connection between me and the exchange?!?
Thanks!

P.S: I've also added a comment in the help wizard.
UPDATE: After seeing the same 0.2Mbps this evening when I got home I bit the bullet... rather than simply restart the Technicolor to see if it reconnected at a better speed I decided to swap back to my preferred Netgear and boom it connected at 16Mbps+ and seems to be holding steady. So far so good - just need it to hold on for the NFL playoffs this weekend!!! Will keep you posted. Smiley
Superuser
Superuser
Posts: 11,892
Thanks: 3,255
Fixes: 22
Registered: 22-08-2007

Re: Huge loss of speed

A warm welcome to the forums.
That's good news.
Before you swapped routers, did you cause the original router to drop and re-establish a new PPP session?
The sequence of events runs something like this.
1. The SNRM reset will have changed your synch speed and set a new BT profile - at this point the PN profile (current speed) remains unchanged.
2. At some later time, BT advises PlusNET of the new profile for the line.
3. At a subsequent time, PlusNET apply the new profile to your line
The new speed only becomes effective after the current PPP session has been dropped and a new one has been established.  PlusNet's process for updating the profile should force a PPP session refresh, but sometimes it does not do so.  That leaves the necessity for the EU to do this, either through the use of the router GUI, or power cycling the router or (potentially as in your case) changing routers.
So do not bin the original router as, given it achieved the new synch speed )as implied by the reported current speed on the portal), it is probably not duff!