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No help with #87402007

rackstraw2006
Grafter
Posts: 63
Registered: 01-07-2013

No help with #87402007

Hi
I was told when ordering I wouId get broadband of 7.5 Mbps but after the activation this went up to the full 8 Mbps as was quoted by your staff. However even though my line is synced at 8128 kbps my downloads are slow at around 200 to 650 kbps. Even loading pages from most sites can take up to 45 seconds to load.
As I sync at 8128 my IP profile should be 7150 but I think this may be stuck on a lower level which may be why I am slower than expected, well that and the amount of errors on my line.
Quote
Line state: Connected
Connection time: 4 days, 06:13:36
Downstream: 7.938 Mbps
Upstream: 448 Kbps

ADSL Settings
VPI/VCI: 0/38
Type: PPPoA
Modulation: G.992.1 Annex A
Latency type: Interleaved
Noise margin (Down/Up): 6.1 dB / 25.0 dB
Line attenuation (Down/Up): 17.1 dB / 6.5 dB
Output power (Down/Up): 19.9 dBm / 12.3 dBm
FEC Events (Down/Up): 3767586 / 170
CRC Events (Down/Up): 11483 / 64
Loss of Framing (Local/Remote): 0 / 0
Loss of Signal (Local/Remote): 0 / 0
Loss of Power (Local/Remote): 0 / 0
HEC Events (Down/Up): 158156 / 78
Error Seconds (Local/Remote): 4488 / 159

So what I would like is for plus net to resolve my issue with the slow line and if at all possible put my line back to a FAST latency.
I have requested help before and yet again no reply through the ticket system.
59 REPLIES
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: No help with #87402007

Hi rackstraw2006,
I've taken a look at your line and your connection rate and bRAS Rate are all set correctly. Your Speed Profile set on our systems is also correct. So that our Faults Team can investigate further, can you please visit http://speedtest.btwholoesale.com, run the initial test, as well as 'Further Diagnostics'. This gives us visibility of the speeds you're experiencing.
Our Faults Team will pick up Ticket: 87402007 (Your Fault Ticket) today.
Chris Pettitt
Cloud Environments Engineer
rackstraw2006
Grafter
Posts: 63
Registered: 01-07-2013

Re: No help with #87402007

I have done a BT speed test but the "further diagnostics" parts fails.
Quote
null
The Performance Tester is currently unable to run a speed test for your broadband connection. Please try again shortly, however if this problem persists, raise the issue with your service provider.
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: No help with #87402007

The file you've uploaded to your Fault Ticket shows speeds of nearly 6Mb. That's around the speeds I would be expecting with a sync rate of 8128K to be honest.
Chris Pettitt
Cloud Environments Engineer
rackstraw2006
Grafter
Posts: 63
Registered: 01-07-2013

Re: No help with #87402007

My old house synced at 8128 and could download at 6.8 to 7.1 Mbps (Line attenuation 15 and Noise margin 10)
This line synced at 8128 and downloads around 5.8 to 6.1 Mbps (Line attenuation 17 and Noise margin 6.5)
You can say what you want but as the difference between old and new stats is negligible but offers almost 1 Mbps slower on the new line, then something is wrong.  Angry
I was quoted full 8 Mbps so thats what I want.
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: No help with #87402007

Have you completed any own domain checks? Such as connecting your router into the Test Socket with an alternative Microfilter as explained here: http://community.plus.net/library/broadband/broadband-faults-guide-i-have-a-fault/?
Chris Pettitt
Cloud Environments Engineer
Superuser
Superuser
Posts: 10,464
Thanks: 1,926
Fixes: 19
Registered: 22-08-2007

Re: No help with #87402007

Chris,
I note that this line has interleaving set (for whatever reason - high error counts) - is that not more than enough to account for the experienced difference?
Kevin
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: No help with #87402007

Kevin,
Potentially, however, we don't know if the internal wiring is causing the errors we're seeing on the line which is why I'd prefer to get that checked out in the first instance.
Chris Pettitt
Cloud Environments Engineer
rackstraw2006
Grafter
Posts: 63
Registered: 01-07-2013

Re: No help with #87402007

I have tried 4 different filters, and 3 routers (2x BT Hubs 3 and plus nets own one) and the one I am using at the moment (Hub 3 Version A) shown the best sync 8 Mbps and fewest error count.
I am always connected to the test socket because if I connect through the faceplate the connection drops the sync to around 6 Mbps.
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: No help with #87402007

Thanks for letting us know. Our Faults Team will be in touch.
Chris Pettitt
Cloud Environments Engineer
rackstraw2006
Grafter
Posts: 63
Registered: 01-07-2013

Re: No help with #87402007

Now PLUS.NET say No fault, (bull)
However my router crashed and restarted today to a lower sync and latency set to FAST and errors still rising.. well pissed of now.  Angry
The fault is here and if PLUS.NET are not willing to do something to fix it then I am left with no other option but to leave and find another provider which I do not want to do unless forced too. This is my 1st month of a new 2 year contract that I am willing to break if the service is not what I signed up for.
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: No help with #87402007

I can see that you've passed the Fault Ticket back to our Faults Team for further investigation.
It loks as though your sync rate has dropped slightly which is why the IP Profile has dropped. We'll retest your line again.
Chris Pettitt
Cloud Environments Engineer
rackstraw2006
Grafter
Posts: 63
Registered: 01-07-2013

Re: No help with #87402007

Quote
ADSL Settings
VPI/VCI: 0/38
Type: PPPoA
Modulation: G.992.1 Annex A
Latency type: Fast
Noise margin (Down/Up): 5.0 dB / 24.0 dB
Line attenuation (Down/Up): 17.1 dB / 6.5 dB
Output power (Down/Up): 20.0 dBm / 12.5 dBm
FEC Events (Down/Up): 0 / 1
CRC Events (Down/Up): 942 / 23
Loss of Framing (Local/Remote): 0 / 0
Loss of Signal (Local/Remote): 0 / 0
Loss of Power (Local/Remote): 0 / 0
HEC Events (Down/Up): 2113 / 1
Error Seconds (Local/Remote): 746 / 22

I must say since the latency went to FAST, browsing is much much better and no more 45 seconds to load a bloody page just the speed is my issue that needs address,
Before the change I synced at 8128 stable for over 6 days but with a slower throughput than expected (around 6.1) however now I have the lower sync rate will this increase back to 8128 soon ?
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: No help with #87402007

If the errors on the line disappear, I suspect that Interleaving was correcting them.
Chris Pettitt
Cloud Environments Engineer
rackstraw2006
Grafter
Posts: 63
Registered: 01-07-2013

Re: No help with #87402007

My connection is still running erratic.
Every time the filter / router cable moves around the master socket my sync speeds fluctuate a lot. Just a thought but could all this simply be a dodgy master socket. It is the very old style socket.
Either way would love to know what is happening as  my sync rate dropped to 6.8 this morning and after 4 reset to get it back up to 7.6.
Oh I was reading the OFCOM rules regarding broadband faults... DO PN use OFCOM Code of Practice for Broadband / Telephone?Huh