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Ongoing Speed issues even after BT Visit

maureenandmalc
Dabbler
Posts: 11
Registered: 26-05-2013

Ongoing Speed issues even after BT Visit

Hi
We recently reported a download speed issue to Plusnet support who eventually arranged for a visit by the BT Openreach engineer. The engineer was here for 4 hours, testing various things, including the master socket and various outdoor green boxes and manholes at the other side of the street. Eventually (after replacing virtually everything!) he announced that the problem was resolved and the speed should be back to normal (He estimated around 7mbps at the Master Socket).
However, nothing has changed, we are still getting exactly the same download speed as before his visit ( around 2.0 mbps), however our BT wholesale line profile has improved to 5.55 and the Router appears to be reporting a line speed of 445 up / 6.115 down
Here are the full stats from the Router
Link Information

Uptime: 0 days, 10:16:21
DSL Type: ITU-T G.992.5
Bandwidth (Up/Down) [kbps/kbps]: 445 / 6.115
Data Transferred (Sent/Received) [MB/MB]: 10,74 / 120,64
Output Power (Up/Down) [dBm]: 12,6 / 0,0
Line Attenuation (Up/Down) [dB]: 24,6 / 43,0
SN Margin (Up/Down) [dB]: 29,2 / 9,2
System Vendor ID (Local/Remote): TMMB / ----
Chipset Vendor ID (Local/Remote): BDCM / IFTN
Loss of Framing (Local/Remote): 0 / 0
Loss of Signal (Local/Remote): 0 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): -
Error Seconds (Local/Remote): 4.970 / 0
FEC Errors (Up/Down): 0 / 0
CRC Errors (Up/Down): 0 / 7.184
HEC Errors (Up/Down): 0 / 2.243
Can anybody advise?
Thanks in advance
3 REPLIES
Superuser
Superuser
Posts: 9,773
Thanks: 1,151
Fixes: 63
Registered: 06-04-2007

Re: Ongoing Speed issues even after BT Visit

If you view Current line speed in the Member Centre https://portal.plus.net/my.html?action=data_transfer_speed it should say 5.5 Mbps but it's probably still at 2.0. The value should update to the correct value automatically but it could be stuck.
Digital Care Team staff members may not be here again until Monday, but if this is the problem, if you give support a ring (0800 432 0200) they should be able to correct it for you.
7000 CRC errors in 10 hours is high. Interleaving might reduce these but It looks like you have interleaving off. Is that through choice (eg for gaming)?
David
Moderator
Moderator
Posts: 18,700
Thanks: 1,953
Fixes: 247
Registered: 11-01-2008

Re: Ongoing Speed issues even after BT Visit

quite a high snr as well, maybe a line reset if it's stable

Customer / Moderator / If it helped click the thumb / If it fixed it click 'This fixed my problem'

Plusnet Alumni (retired) LinnPlusnet
Plusnet Alumni (retired)
Posts: 1,686
Registered: 03-02-2014

Re: Ongoing Speed issues even after BT Visit

Hi maureenandmalc,
I've asked our Faults team to look into this for you and an update will be provided on Ticket: 86717549. Sorry for the delay.