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Next to no broadband

Poggers001
Dabbler
Posts: 23
Registered: 20-06-2015

Next to no broadband

Hi,
The router is connected but I have next to no broadband.
Can someone check the line for number XXXXXXXXXX and see if there are any faults please?

adie:green removed phone number as it's a public forum.]
12 REPLIES
cedlor
Grafter
Posts: 687
Thanks: 2
Registered: 02-04-2015

Re: Next to no broadband

Not a great idea posting your phone number I would delete it before you get loads of crank calls.
Have you done all the tests as per your thread a few months back. What exactly is next to no broadband ? please can you post a speed test and
the stats from your router.
Plusnet Help Team
Plusnet Help Team
Posts: 5,410
Thanks: 503
Fixes: 187
Registered: 01-01-2012

Re: Next to no broadband

Your connection speed has been restricted due to errors and disconnections on your line as shown below.

I can see you've started our online troubleshooter but haven't completed it yet.
If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
Poggers001
Dabbler
Posts: 23
Registered: 20-06-2015

Re: Next to no broadband

Hi, on reflection posting my phone number on a public forum was not a great idea but was getting frustrated.
I cannot post a speed test as the speed of my broadband is so slow or failing that the page simply won't load. Seeing the amount of disconnects - even today - is seriously worrying. Last night I changed to another router (BT Home Hub 4 to Plus.Net's standard router) and new Micro filter to try and improve performance and it seems like I'm still having a lot of issues.
Also I noted that there was maintenance across London this week so I am wondering if that has effected the stability of my line as this seem to have kicked off Wednesday. Seriously worried but I have done all I can (tried everything sensible) to try and resolve but will complete the only trouble shooter.
Plusnet Help Team
Plusnet Help Team
Posts: 5,410
Thanks: 503
Fixes: 187
Registered: 01-01-2012

Re: Next to no broadband

Any maintenance would be between midnight and 6am so that wouldn't be the cause.
If you're still having issues I'd recommend finishing the troubleshooter here
https://faults.plus.net
If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
Poggers001
Dabbler
Posts: 23
Registered: 20-06-2015

Re: Next to no broadband

Ok that is completed - come home. The line is reporting as below (20th Nov 2015 @ 18:36 currently).
It's not looking hopeful that this is going to be resolved any time soon.
Checked the router and has been another disconnect:
Your Plusnet adviser may ask you for the following information:
1 - Product name: Plusnet Router
2 - Serial number: N7150261B
3 - Firmware version: 7.273.1_F2704N_Plusnet
4 - Board version: F@ST2704N
5 - Mode ADSL
6 - Uptime: 0 days 00:00:19
7 - Data rate: 911/2315
8 - Maximum data rate: 904/3276
9 - Noise margin: 6.1/10.9
10 - Line attenuation: 27.0/48.0
12 - Data sent/received: 227.1K/297.4K
What work was carried out during the maintenance? It's too big a coincidence that it has been carried out and my line has gone out of the window. A tad frustrating!
Poggers001
Dabbler
Posts: 23
Registered: 20-06-2015

Re: Next to no broadband

Previously I had moved the router to plug in to the master socket and was getting drops.
This morning I have removed the plate and plug the cable in to the test socket and now the speeds have gone back to a far better stance as below:

Your Plusnet adviser may ask you for the following information:
1 - Product name: Plusnet Router
2 - Serial number: N7150261B
3 - Firmware version: 7.273.1_F2704N_Plusnet
4 - Board version: F@ST2704N
5 - Mode ADSL
6 - Uptime: 0 days 00:11:25
7 - Data rate: 981/2144
8 - Maximum data rate: 1008/4148
9 - Noise margin: 5.2/11.2
10 - Line attenuation: 26.7/48.0
12 - Data sent/received: 7.8M/58.0M
I'm guessing the extension ports connected to the master socket are creating noise on the line Sad. However the speed test came back with 0.3 mbps when i usually get 3.5 mbps. See attachment.
Still a problem.
Any suggestions
Community Veteran
Posts: 26,686
Thanks: 910
Fixes: 10
Registered: 10-04-2007

Re: Next to no broadband

Are any of the telephone extensions in use and if so do they have filters?
Could you run the diagnostic speed test and post the results please: http://www.speedtest.btwholesale.com/PerformanceTesterWS/diagnostics.do
Also what is the current line speed reported by https://portal.plus.net/my.html?action=data_transfer_speed
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
cedlor
Grafter
Posts: 687
Thanks: 2
Registered: 02-04-2015

Re: Next to no broadband

You should delete the serial number of the router after the B
Poggers001
Dabbler
Posts: 23
Registered: 20-06-2015

Re: Next to no broadband

Quote from: spoon
Are any of the telephone extensions in use and if so do they have filters?
Could you run the diagnostic speed test and post the results please: http://www.speedtest.btwholesale.com/PerformanceTesterWS/diagnostics.do
Also what is the current line speed reported by https://portal.plus.net/my.html?action=data_transfer_speed

I did, but now the router is plugged directly in to the test socket so no extensions now. All phones and router have filters which I replaced just in case.
Still having the issue.
As requested:
Diagnostic speed test:
1. Best Effort Test:  -provides background information.
Download  Speed
0.19 Mbps

0 Mbps 2 Mbps
Max Achievable Speed
Download speedachieved during the test was - 0.19 Mbps
For your connection, the acceptable range of speeds is 0.8 Mbps-2 Mbps.
IP Profile for your line is - 2 Mbps
2. Upstream Test:  -provides background information.
Upload Speed
0.63 Mbps

0 Mbps 0.83 Mbps
Max Achievable Speed
Upload speed achieved during the test was - 0.63Mbps
Additional Information:
Upstream Rate IP profile on your line is - 0.83 Mbps

Your service was found to be performing poorly.
Please raise a fault with your service provider, stating that the BT Performance Tester tool indicates poor service throughput performance after the third test.
Please visit the FAQ if you are unable to understand the test results.
Current Line Speed report:
Estimated line speed:
There's no speed estimate currently held on your account.
Current line speed:
2 Mb
Poggers001
Dabbler
Posts: 23
Registered: 20-06-2015

Re: Next to no broadband

Update:
Still no word from Plus.net and they have missed their deadline. All I wanted to know is that what they were doing - even an email would be nice.
Also did another speed test and this is how BTWholesale has changed its tune:
1. Best Effort Test:  -provides background information.
Download  Speed
0.94 Mbps

0 Mbps 1 Mbps
Max Achievable Speed
Download speedachieved during the test was - 0.94 Mbps
For your connection, the acceptable range of speeds is 0.4 Mbps-1 Mbps.
IP Profile for your line is - 1.01 Mbps
2. Upstream Test:  -provides background information.
Upload Speed
0.64 Mbps

0 Mbps 0.83 Mbps
Max Achievable Speed
Upload speed achieved during the test was - 0.64Mbps
Additional Information:
Upstream Rate IP profile on your line is - 0.83 Mbps

We were unable to identify any performance problem with your service at this time.
It is possible that any problem you are currently, or had previously experienced may have been caused by traffic congestion on the Internet or by the server you were accessing responding slowly.
If you continue to encounter a problem with a specific server, please contact the administrator of that server in the first instance.
-------------------------------------------
I cannot believe  that now all of a sudden when I am down to under 1/3 of my normal speeds it is pretending that everything is ok - so fully anticipating plus.net of wiping their hands of this one.
I'm cancelling as soon as possible. I've been with BT and TalkTalk before and whenever I have had problems they have had far better communication and response times. I'm heading back to them pronto.
Poggers001
Dabbler
Posts: 23
Registered: 20-06-2015

Re: Next to no broadband

Update:
BT Technician visited my property on the 02/12/15. Ran tests and determined that there was an issue on my line. Swapped me on a new line but my broadband is still dropping like no ones business.
I had to take a half day for this visit and now I'm being asked to arrange another visit. I don't have the holiday and weekend visits do not look likely so I'm at a loss as to how to resolve this.
If it is not an issue with my wiring in my flat not sure why I need to be involved for another visit. Couldn't BT Open reach attend the cabinet and call back to plus.net once the work is done to see what the results on my lines are?
Poggers001
Dabbler
Posts: 23
Registered: 20-06-2015

Re: Next to no broadband

Current stats. Super frame and HEC errors seem too high:


Mode: ADSL_G.dmt.bis
Traffic Type: ATM
Status: Up
Link Power State: L0

Downstream Upstream
Line Coding(Trellis): On On
SNR Margin (1 dB): 10.8 6.5
Attenuation (1 dB): 48.0 26.6
Output Power (1 dBm): 0.0 12.8
Attainable Rate (Kbps): 3332 944

Path 0 Path 1
Downstream Upstream Downstream Upstream
Rate (Kbps): 2375 947 0 0

MSGc (# of bytes in overhead channel message): 59 13 0 0
B (# of bytes in Mux Data Frame): 74 28 0 0
M (# of Mux Data Frames in FEC Data Frame): 1 1 0 0
T (Mux Data Frames over sync bytes): 1 4 0 0
R (# of check bytes in FEC Data Frame): 0 0 0 0
S (ratio of FEC over PMD Data Frame length): 0.9966 0.9707 0.0 0.0
L (# of bits in PMD Data Frame): 602 239 0 0
D (interleaver depth): 1 1 0 0
Delay (msec): 0 0 0.0 0.0
INP (DMT symbol): 0.00 0.00 0.0 0.0

Super Frames: 0 0 0 0
Super Frame Errors: 73145 0 0 0
RS Words: 0 1361805 0 0
RS Correctable Errors: 0 0 0 0
RS Uncorrectable Errors: 0 0 0 0

HEC Errors: 202432 0 0 0
OCD Errors: 218 0 0 0
LCD Errors: 218 0 0 0
Total Cells: 7478408 3050089 0 0
Data Cells: 543226 80218 0 0
Bit Errors: 0 0 0 0

Total ES: 1348 0
Total SES: 1348 0
Total UAS: