Oh no, my line is slugged again... please help!

[#1]

Getting a bit fed up with battling this old chestnut 😞
I even bought a new router to test with!
In short, the BT Wholesale test achieves just 4.9MB/s but estimates 18MB/s. New router is synced at 20MB/s. That would be lovely, but Plusnet will only let the data drip through.
I used to get 17MB/s day after day after day.... now I get about 5MB but only if I smile sweetly.
Yes, I've done all the usual checks (filter, other equipment on line, tested in master-socket...) and now I've given Amazon £32 of my meagre salary for a new router too.
Now, just what do I have to do to actually get the throughput that my line and router support? And no, I don't want to wait several weeks for "re-training" that never happens!
Please help! 

[#2]

Hi SaraSmiles,
I'm sorry to hear that the speeds have dropped for you again, this will normally indicate either a one off event that has affected the line or a possible ongoing fault that has meant the speeds have dropped in order to maintain connection.
I've just been running a few checks on the line and noticed that you weren't connected when I was attempting to get some statistics for your line. Are you in the process of rebooting or altering anything with regards to the connection at the moment?
You line does appear to be pretty stable as per the chart below however it looks like there has been something disconnecting you at around 3pm for the last few days and you've had an excessive amount of disconnections just now.
<img src="http://community.plus.net/visualradius/generated/image14030132254260.png"/>
Something else to check is that you're not powering the router off excessively as will effect the speed of the connection if done regularly.

Thanks,
Adam C

[#3]

Adam
Thanks sooooo much for looking into this. I did Disconnect and Reconnect a few minutes ago (via the router options) to see if it made any difference (it did not).
The recent spate of disconnections was due to trying to sort out the slow speeds.... 
I'll leave it connected now. Please (pretty please) would you test the line now?
Thanks - Sara 

[#4]

Hi Sara,
Could you please post your router stats here, the PN profile (Current speed) and the results of  BT Wholesale speed test with IP figures.  Full details can be found under the speed issues link at the top of this forum.

Kevin

[#5]

Kevin
Ok, here we go.

Router Stats
Mode: ADSL_2plus
Traffic Type: ATM
Status: Up
Link Power State: L0

Downstream Upstream
Line Coding(Trellis): On On
SNR Margin (0.1 dB): 61 326
Attenuation (0.1 dB): 220 131
Output Power (0.1 dBm): 0 111
Attainable Rate (Kbps): 21656 1228

And the BT Wholesale results are:
1. Best Effort Test: -provides background information.
Download speed achieved during the test was - 4.79 Mbps
For your connection, the acceptable range of speeds is 4 Mbps-21 Mbps.
IP Profile for your line is - 18.16 Mbps
2. Upstream Test: -provides background information.
Upload speed achieved during the test was - 0.38Mbps
Additional Information:
Upstream Rate IP profile on your line is - 0.45 Mbps
Thanks - Sara

[#6]

Kevin
Missed one (small) thing out...
The Plusnet speed is
Estimated line speed:
    There's no speed estimate currently held on your account.
Current line speed:
    4.9 Mb
Thanks for investigating 
Sara.

[#7]

the Plusnet profile is not set correctly it should match the IP one which is set at 18Mb that's why your limited to only 4Mb someone on the DCT should be able to set that right for you and get the right speed. 

[#8]

Terranova: "the Plusnet profile is not set correctly it should match the IP one which is set at 18Mb that's why your limited to only 4Mb someone on the DCT should be able to set that right for you and get the right speed."
Um, DCT?  What's that?
Sara

[#9]

Digital Care Team.
See Adam's signature above...

[#10]

Thank-you, MisterW, I didn't see that.   Duh.
Hopefully Adam will be able to fix up the profile and then I'll be sorted!
Sara

[Moderator's note by Jim (Oldjim):  Full quote of preceding post removed, as per Forum Rule]

[#11]

Hi SaraSmiles,
I've given your speed profile on our side a nudge. Let us know if you see an improvement from this.

[#12]

Hey, that was more of a firm shove than a nudge!
My speed is back up to 17MB and I am a happy bunny again!
Thank you so much to everyone here who took the trouble to reply and help to fix my line.
  Sara

[#13]

Hi Sara,
Just to follow on from Linn's post, hopefully the profile reset will fix the issue however the SNR values seem high internally!
Following on from some of the fault diagnostics we can see that there is a potential issues showing on your line that could be causing this problem so I've raised a fault with BT to do some remote testing over the next 24-48 hours. Hopefully this will reveal a cause and allow them to fix it but it is equally possible that this could be something internal to yourself and may need a en engineer visit to your home to remedy the problem.
Just to check - have you changed anything with regards to devices that plug into your phone line or added any electrical equipment to your home that sits near the router or telephone line of late?

Thanks,
Adam C

[#14]

Adam
Apart from installing a new router, plus all the messing about trying to fix the problem, there have been no changes.
Thank-you for referring the fault to BT. We'll see what they turn up.
Sara 

[#15]

Adam,
Could this explain why the BT profile is lower than that implied by the given synch rate (assuming that is the actual synch rate)?  If the "Attainable" synch rate reported by this router's stats is the actual synch rate, then the profile should be 19.1Mbps.  One also wonders why the PN profile was so low - has the line been in difficulty within the last 24 hours?
Redacted in the light of Sara's response below.  Also this service could be US uncapped!

Sara,
Could you please double check your router stats and see if there is an ACTUAL synch rate figure?  If the BT Profile is correct it should be around 20590kbps.

Kevin