Line Test Request

[#1]

Then you need to insist that your line is investigated by Openreach - there is obviously still a fault.

[#2]

@superuser 

Has this issue ever been resolved to your satisfaction since you posted here in July?  If not you could try raising a complaint.

https://www.plus.net/help/legal/complaints-code-of-practice/ 

EDIT:

Do you have a plusnet supplied Hub, if so I would suggest using that for now, you'd may need to prove the issue is not caused by your TP-Link modem/router

[#3]

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@Dan_the_Van wrote:

@superuser 

Do you have a plusnet supplied Hub, if so I would suggest using that for now, you'd may need to prove the issue is not caused by your TP-Link modem/router

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That is laughable

I have never used a PN router. Absolutely useless

[#4]

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@jab1 wrote:

Then you need to insist that your line is investigated by Openreach - there is obviously still a fault.

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Trying

They are very reluctant

Waiting on the line while they do checks again!

[#5]

Looking at those line stats, my guess would be the line has been banded. There's a banded profile of 13.7Mb to 27.4Mb, your DS sync is at the top of that band. The extremely high DS SNR would seem to confirm a banding.

[#6]

@superuser 

I have never used a PN router. Absolutely useless

You can think that if you want, but the BT fault diagnostic systems are built around using a predefined endpoint, so they usefulness is reduced with a third party device.

[#7]

@superuser  The level of support from Plusnet is rather poor at the moment. It is obvious from the line stats as @MisterW has said that the line speed has been banded by the Openreach line management system (DLM). Customer support should able to see this from the line speed profile. Tell them that they need to action a DLM reset.

As for the incident they say has been resolved that sounds like nonsense, your speed has not changed and as for factory resetting the router that is pointless when the line is banded.

@Dan_the_Van I have been with Plusnet for the best part of 20 years and I have never had a Plusnet router, I have also had line faults (very few) and they have been resolved without requiring me to connect a device I do not have. Customers are free to use their own router. I wouldn't put much faith in the BT fault diagnostic systems in any case.🙄

[#8]

@RealAleMadrid 

Yes I know all this 🙄 (I've been a customer for around 25 years ).

The problem is companies provide their employee many tools for support so they have to be trusted even if they give inaccurate results. I know I've done remote support before.

I've only used the Hub two to help here, but I've given up, I had enough of it. Along with various other routers models I've got it connected to my local PPPoE server so I can still check the functions.

[#9]

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@RealAleMadrid wrote:

@superuser  The level of support from Plusnet is rather poor at the moment. It is obvious from the line stats as @MisterW has said that the line speed has been banded by the Openreach line management system (DLM). Customer support should able to see this from the line speed profile. Tell them that they need to action a DLM reset.

As for the incident they say has been resolved that sounds like nonsense, your speed has not changed and as for factory resetting the router that is pointless when the line is banded.

@Dan_the_Van I have been with Plusnet for the best part of 20 years and I have never had a Plusnet router, I have also had line faults (very few) and they have been resolved without requiring me to connect a device I do not have. Customers are free to use their own router. I wouldn't put much faith in the BT fault diagnostic systems in any case.🙄

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Well a DLM reset was done and it came back up to speed

Upstream	Downstream
Current Rate (kbps)	16897	79999
Max Rate (kbps)	16897	103139
SNR Margin (dB)	5.9	8.3
Line Attenuation (dB)	2.8	10.6
Errors (pkts)	171	0

[#10]

@superuser  That's much better, you should get that full speed all the time, the upstream is a bit low but not so important. Just keep an eye on the speeds and complain if it drops again.

[#11]

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@superuser wrote:

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Well a DLM reset was done and it came back up to speed

BT Openreach / Wholesale moved the goal post on doing DLM resets, so getting one done these days is not as easy as it used to be.  In this case, it should have been done following the unspecified fault resolution, however the narrative suggests a multi-user fault, which did not transition to doing a DLM reset for all impacted users.

Thereafter Plusnet support found no faults, because there are none ... and there are no clear grounds for doing a non-fault associated DLM reset.  I suspect someone stepped outside of BT Openreach / Wholesale's processes here, to deliver a great result.