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MAssive speed drop following BT outage

andyj45
Dabbler
Posts: 19
Registered: 24-12-2011

MAssive speed drop following BT outage

Hi, I am a plusnet user and last night we had a major outage. I usually have a 8meg connection but since this morning it has been as follows;
Download speedachieved during the test was - 0.31 Mbps
For your connection, the acceptable range of speeds is 0.05 Mbps-0.5 Mbps.
Additional Information:
Your DSL Connection Rate :0.58 Mbps(DOWN-STREAM), 0.29 Mbps(UP-STREAM)
IP Profile for your line is - 0.5 Mbps
My router shows this;
Current Rate (Kbps) 288 576
Max Rate (Kbps) 1000 9696
SNR Margin (dB) 26 39
Line Attenuation (dB) 20.5 32
Occupancy (%) 28 5
Errors (Pkts) 0 0
I have spoke to plusnet twice today and they have said they would run a reset on my connection. I contacted them again 6 hours later after no change and they said they would do something else and asked me to restart me router. It came back on again with the same speeds and they said that was all they could do and just keep an eye on it and try tomorrow.
We stream everything so its really quite a bummer and they usually fix any problems very quickly. This one seems different to the previous problems as the sync speed is so low.
Any thoughts?
19 REPLIES
AndyT
Grafter
Posts: 141
Registered: 08-08-2014

Re: MAssive speed drop following BT outage

Hi andyj45,
I'm sorry to hear that your speeds did not increase after the actions taken by our technical support team.
I'll have a look at your connection now and update you shortly.
Cheers
AndyT
Grafter
Posts: 141
Registered: 08-08-2014

Re: MAssive speed drop following BT outage

Hi andyj45,
I have left you a voicemail, sent a text message and updated the fault ticket on your account.  Please feel free to reply to the text or update the ticket at Reply Online
Thanks

andyj45
Dabbler
Posts: 19
Registered: 24-12-2011

Re: MAssive speed drop following BT outage

thanks for the reply and the prompt way in which youve dealt with my problems.
look forward to the engineer coming tomorrow
AndyT
Grafter
Posts: 141
Registered: 08-08-2014

Re: MAssive speed drop following BT outage

Thanks Andy,
Our faults team will be back in touch following the visit to ensure the issue has been resolved.
Community Veteran
Posts: 1,136
Thanks: 2
Registered: 30-07-2007

Re: MAssive speed drop following BT outage

Have the faults team been made aware that the profile is now a fixed rate profile? (Look at the U/S sync, it's a dead give away)
F9 member since 4 Sep 1999
F9 ADSL customer since 27 Aug 2004
DLM manages your line the same way DRM manages your rights.
Look at all the pretty graphs! (now with uptime logging!)
AndyT
Grafter
Posts: 141
Registered: 08-08-2014

Re: MAssive speed drop following BT outage

Hi avatastic,
I've checked and this isn't the issue.
Thanks
Community Veteran
Posts: 38,460
Thanks: 1,027
Fixes: 62
Registered: 15-06-2007

Re: MAssive speed drop following BT outage

In which case what other reason can there be for a 288kbps upstream
Note another case here http://community.plus.net/forum/index.php/topic,132664.0.html
andyj45
Dabbler
Posts: 19
Registered: 24-12-2011

Re: MAssive speed drop following BT outage

The faults team told me that they have possibly picked up on some line degradation my end. I am skeptical given my connection usually roars along at 8 meg, and in the morning following a bt outage im left in this situation.
Engineer is coming in the morning though, luckily i have a day off so will thrash it out with him. Others on different forums are advising me to ask for a Target SNR 6db reset, but i believe they have already tried that.
Community Veteran
Posts: 1,136
Thanks: 2
Registered: 30-07-2007

Re: MAssive speed drop following BT outage

Hopefully you'll get a good engineer who'll spot that your BRAS profile needs rebuilding.
F9 member since 4 Sep 1999
F9 ADSL customer since 27 Aug 2004
DLM manages your line the same way DRM manages your rights.
Look at all the pretty graphs! (now with uptime logging!)
andyj45
Dabbler
Posts: 19
Registered: 24-12-2011

Re: MAssive speed drop following BT outage

Whats the BRAS profile?
Community Veteran
Posts: 19,101
Thanks: 443
Fixes: 21
Registered: 31-08-2007

Re: MAssive speed drop following BT outage

Whatever that is about line degradation does not account for being on a fixed rate! What exchange are you on andyj45?
The full name is 'bRAS ATM bit rate profile' and it's determined by your sync speed and in turn sets you IP Profile - all at BT's end in the exchange.
The IP profile is always a touch lower than the bRAS profile  because of packet headers. HTH.
Not exactly sure what avatastic meant by "rebuilding", sounds to me like the line card need resetting or it's borked.
andyj45
Dabbler
Posts: 19
Registered: 24-12-2011

Re: MAssive speed drop following BT outage

andyj45
Dabbler
Posts: 19
Registered: 24-12-2011

Re: MAssive speed drop following BT outage

Any update on this Andy?
AndyT
Grafter
Posts: 141
Registered: 08-08-2014

Re: MAssive speed drop following BT outage

Hi Andy,
I spoke to the manager at Wholesale around an hour ago and he's still working on it with their complex faults team.  I will definitely be back to you before I leave this afternoon.
Cheers