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Phone line was dead, now working now ADSL slow

pint
Grafter
Posts: 385
Thanks: 6
Registered: 19-08-2007

Phone line was dead, now working now ADSL slow

Ive just been through 5 days with no working phone service, sod all information from plusnet about the fault, and a customer support line that helpfuly tells you to check under the router for your password, ( not much use when the line isnt working )  coupled with a ridiculous wait time before you can speak to some one that only says that theres a fault.
I posted something simialr to this on the phone forum, but this is more of an ADSL issue
After five days the phone finaly started working again
however my broadband speed is significantly lower than it was, currently getting speeds of  5.5- 6.5meg on the various speed tests
router says
Upstream / Downstream
Current Rate (Kbps)   960up,  7808 down
Max Rate (Kbps)   1096up,  8352 down
SNR Margin (db)   8 up, 6  down
Line Attenuation (db)   12.5up, 27 down
Errors (Pkts)   0   0 up, 0 down
Plusnet line speed thing https://www.plus.net/my.h...ction=data_transfer_speed says:
Estimated line speed:
   11Mb (This may vary between 10Mb and 13.5Mb) - Checked on 2015-07-17 23:29:17
Current line speed:
   6.7 Mb
BT speedtest says:
Download speed achieved during the test was - 6.56 Mbps
For your connection, the acceptable range of speeds is 2 Mbps-7.15 Mbps.
IP Profile for your line is - 6.89 Mbps
Upload speed achieved during the test was - 0.78Mbps
Additional Information:
Upstream Rate IP profile on your line is - 0.83 Mbps
Also my plusnet voip service isnt working, although its something that I hardly use
19 REPLIES
Community Veteran
Posts: 5,109
Thanks: 465
Fixes: 17
Registered: 10-06-2010

Re: Phone line was dead, now working now ADSL slow

There's no very obvious reason from those stats why it's now much slower. I am wondering if it's connected using ADSL1 instead of ADSL2+ for some strange reason. Does the router report the DSL Mode / Modulation currently in use?
pint
Grafter
Posts: 385
Thanks: 6
Registered: 19-08-2007

Re: Phone line was dead, now working now ADSL slow

it says this
Line Status: DSL Connected
DSL Modulation Type: ADSL_G.dmt
Annex Type: Annex A/I/J/L/M
Community Veteran
Posts: 5,109
Thanks: 465
Fixes: 17
Registered: 10-06-2010

Re: Phone line was dead, now working now ADSL slow

G.dmt is ADSL1. It should be ADSL2+. Rebooting the router once might fix it, if not it'll need Plusnet to sort it out.
pint
Grafter
Posts: 385
Thanks: 6
Registered: 19-08-2007

Re: Phone line was dead, now working now ADSL slow

Router re-booted now showing:

Line Status: DSL Connected
DSL Modulation Type: ADSL_2plus
Annex Type: Annex A/I/J/L/M
Upstream/Downstream
Current Rate (Kbps) 1059 / 10606
Max Rate (Kbps) 1068 / 11652
SNR Margin (db) 6.4 /  6
Line Attenuation (db) 12.3 / 26
Errors (Pkts) 0 / 0

BT speedtest
Download speedachieved during the test was - 6.32 Mbps
For your connection, the acceptable range of speeds is 4 Mbps-21 Mbps.
IP Profile for your line is - 9.36 Mbps
Upload speed achieved during the test was - 0.87Mbps
Additional Information:
Upstream Rate IP profile on your line is - 0.83 Mbps
cedlor
Grafter
Posts: 687
Thanks: 2
Registered: 02-04-2015

Re: Phone line was dead, now working now ADSL slow

That looks a lot better and provided there are no line problems may improve as your resync was at night.
Keep an eye on it and if it doesnt return to the speeds you were getting perhaps try a daytime reboot at the weekend.
Superuser
Superuser
Posts: 11,872
Thanks: 3,237
Fixes: 22
Registered: 22-08-2007

Re: Phone line was dead, now working now ADSL slow

Pint,
You also need to check that the PlusNET profile has also updated.  See the current speed link below.  Based on the BT speed test profile, it should be 9.3Mbps.
If it has updated do another BT speed test.  If that produces the same result as above, try dropping the connection (PPP session) through the router interface.  Then run the speed test again.
pint
Grafter
Posts: 385
Thanks: 6
Registered: 19-08-2007

Re: Phone line was dead, now working now ADSL slow

Just got this on the speedtest
Download speedachieved during the test was - 8.82 Mbps
For your connection, the acceptable range of speeds is 4 Mbps-21 Mbps.
IP Profile for your line is - 9.36 Mbps
Upload speed achieved during the test was - 0.91Mbps
Additional Information:
Upstream Rate IP profile on your line is - 0.83 Mbps
My speed's have been dropping over time, and each time I've run the speedtest the IP profile has also been dropping as well over time, At one point in the past it was over 12Mbps ( could even have been 13-15)
on the plus side, since the fault was eventually repaired on the phone the crackling has stopped on the line
pint
Grafter
Posts: 385
Thanks: 6
Registered: 19-08-2007

Re: Phone line was dead, now working now ADSL slow

Not sure if this is correct, or a steady drop off with the profile+speeds is normal?Huh
Router Stats
Current Rate (Kbps) 104  /  10432
Max Rate (Kbps) 1040 / 11384
SNR Margin (db) 6.4 / 6
Line Attenuation (db) 12.3 / 26
Errors (Pkts) 0 / 0
BT speed Test
Download speedachieved during the test was - 8.86 Mbps
For your connection, the acceptable range of speeds is 4 Mbps-21 Mbps.
IP Profile for your line is - 9.2 Mbps
Upload speed achieved during the test was - 0.87Mbps
Additional Information:
Upstream Rate IP profile on your line is - 0.83 Mbps
plusnet speed check page
Estimated line speed:    11Mb (This may vary between 10Mb and 13.5Mb) - Checked on 2015-07-17 23:29:17
Current line speed:    9.2 Mb
Kitz speed estimate http://www.kitz.co.uk/adsl/max_speed_calc.php ; says
line length 1.9km
BT21cn WBC&ADSL2+ 17600 kbs, IP profile 15523
cedlor
Grafter
Posts: 687
Thanks: 2
Registered: 02-04-2015

Re: Phone line was dead, now working now ADSL slow

Did you do the daytime reboot at the weekend?
pint
Grafter
Posts: 385
Thanks: 6
Registered: 19-08-2007

Re: Phone line was dead, now working now ADSL slow

Routers been re-booted It may need to be re-booted a few times soon as well, as its currently in a temporary position
cedlor
Grafter
Posts: 687
Thanks: 2
Registered: 02-04-2015

Re: Phone line was dead, now working now ADSL slow

Any improvement here yet
pint
Grafter
Posts: 385
Thanks: 6
Registered: 19-08-2007

Re: Phone line was dead, now working now ADSL slow

Any improvement?
Nothing much
router stats still the same
-------------------------------
BT speedtest
Download speedachieved during the test was - 8.83 Mbps
For your connection, the acceptable range of speeds is 4 Mbps-21 Mbps.
IP Profile for your line is - 9.49 Mbps
Upload speed achieved during the test was - 0.86Mbps
Additional Information:
Upstream Rate IP profile on your line is - 0.83 Mbps

Plusnet line speed
Estimated line speed:
    11Mb (This may vary between 10Mb and 13.5Mb) - Checked on 2015-07-17 23:29:17
Current line speed:
    9.4 Mb
Another annoying thing is that after 5 days of no voice line, theres been no apology  nothing - the only communication sent was a dry the fault on your phone line has now been fixed
pint
Grafter
Posts: 385
Thanks: 6
Registered: 19-08-2007

Re: Phone line was dead, now working now ADSL slow

Still no improvement, and general web browsing today is incredibly slow, its almost like dial up - speed test still showing the same though, and no change in  router stats
pint
Grafter
Posts: 385
Thanks: 6
Registered: 19-08-2007

Re: Phone line was dead, now working now ADSL slow

Web browsing is still incredibly slow, youtube videos are continuosly buffering, plusnet have still said [Censored] all - no apology or anything with regards to the no phone service service.
router stats still the same, and after reading another post on here i tried a few tracert commands in command...
Tracing route to ntp.plus.net [212.159.6.10]
over a maximum of 30 hops:
  1    3 ms    3 ms    3 ms  192.168.1.1
  2  192.168.1.113  reports: Destination host unreachable.
Trace complete.

tracert www.plus.net
Tracing route to portal.plus.net [212.159.8.2]
over a maximum of 30 hops:
  1    3 ms    3 ms    3 ms  192.168.1.1
  2    22 ms    19 ms    18 ms  lo0.10.Central10.ptw-bng02.plus.net [195.166.130.203]
  3    19 ms    18 ms    19 ms  irb.10.PTW-CR02.plus.net [84.93.249.2]
  4    19 ms    19 ms    20 ms  ae2.ptw-cr01.plus.net [195.166.129.4]
  5  192.168.1.113  reports: Destination host unreachable.
Trace complete.
C:\Users\

C:\Users>tracert www.google.co.uk
Tracing route to www.google.co.uk [216.58.210.35]
over a maximum of 30 hops:
  1    4 ms    3 ms    3 ms  192.168.1.1
  2    19 ms    18 ms    18 ms  lo0.10.Central10.ptw-bng02.plus.net [195.166.130.203]
  3    20 ms    19 ms    19 ms  irb.10.PTW-CR02.plus.net [84.93.249.2]
  4    20 ms    19 ms    19 ms  72.14.223.32
  5  192.168.1.113  reports: Destination host unreachable.
Trace complete.