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Plusnet: IP profile stuck

annapp
Grafter
Posts: 93
Registered: ‎12-12-2009

Plusnet: IP profile stuck

Hi,
A few weeks back we had a spate of disconnections, it went back to normal after a few days but our line speed seems stuck at 8.5, previously I think it was 16, any chance of it being increased.
Thanks
Steve & Annette
Here is our current router details:
Uptime: 0 days, 8:27:02
DSL Type: G.992.5 annex A
Maximum Bandwidth (Up/Down) [kbps/kbps]: 888 / 20,620
Bandwidth (Up/Down) [kbps/kbps]: 440 / 9,720
Data Transferred (Sent/Received) [MB/MB]: 5.17 / 32.16
Output Power (Up/Down) [dBm]: 12.5 / 18.0
Line Attenuation (Up/Down) [dB]: 5.0 / 10.5
SN Margin (Up/Down) [dB]: 20.0 / 13.0
Vendor ID (Local/Remote): TMMB / IFTN
Loss of Framing (Local/Remote): 0 / 0
Loss of Signal (Local/Remote): 393,213 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): 0
Error Seconds (Local/Remote): 720,923 / 0
FEC Errors (Up/Down): 2 / 2,041,365
CRC Errors (Up/Down): 0 / 1,879
HEC Errors (Up/Down): 0 / 136,013
15 REPLIES
Community Gaffer
Community Gaffer
Posts: 13,477
Thanks: 1,197
Fixes: 95
Registered: ‎04-04-2007

Re: Plusnet: IP profile stuck

According to BT Wholesale's systems your IP profile is still 8575kbps. What results does a diagnostic test here return?

Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵

Community Veteran
Posts: 26,720
Thanks: 934
Fixes: 10
Registered: ‎10-04-2007

Re: Plusnet: IP profile stuck

The profile is correct for their current sync speed (9720 x .882 = 8573)
The problem is that their SN margin is 13.0
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)
annapp
Grafter
Posts: 93
Registered: ‎12-12-2009

Re: Plusnet: IP profile stuck

Hi,
BT Test results:
Download Speed (Mbps): 8.05
Upload Speed (Mbps): 0.37
Ping Latency(ms): 42.63
As I said previous to the last spate of disconnections we had been at about 16000, here is the result from mybroadband speed test in December:
Dec 6, 16:47 15774 kbps (1.97MB/s) 744 kbps (93kB/s)
Thanks
Steve & Annette
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: ‎13-07-2012

Re: Plusnet: IP profile stuck

Hi annapp,
Can you try disconnecting your connection via the routers interface then power down and leave for a few minutes, then power back on and connect and see if there's any difference.
Let me know how you go.
Community Veteran
Posts: 26,720
Thanks: 934
Fixes: 10
Registered: ‎10-04-2007

Re: Plusnet: IP profile stuck

When you do that can you grab and post the router stats again immediately after reconnecting please.
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)
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: ‎13-07-2012

Re: Plusnet: IP profile stuck

I've just checked your connection again and it looks like your back up at your high speeds?
Community Veteran
Posts: 26,720
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Registered: ‎10-04-2007

Re: Plusnet: IP profile stuck

Quote from: annapp
Uptime: 0 days, 8:27:02

Looking at the time of your post, that suggests you last resynced at around 1:30am which is not the best time.
If you look at the noise margin after a resync that is the target. If you see speeds are slower and the noise margin is a lot higher than the target a resync is always worth a try.
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)
annapp
Grafter
Posts: 93
Registered: ‎12-12-2009

Re: Plusnet: IP profile stuck

Hi,
Thanks for the replies, just checked and yes back up to usual speed, but we didn't do anything this end as I only just saw your request for us to reboot the router. Looks like the system was rebooted about 20 mins ago.
Heres the latest router stats:
Uptime: 0 days, 0:19:40
DSL Type: G.992.5 annex A
Maximum Bandwidth (Up/Down) [kbps/kbps]: 888 / 21,312
Bandwidth (Up/Down) [kbps/kbps]: 440 / 19,568
Data Transferred (Sent/Received) [kB/kB]: 93.00 / 142.00
Output Power (Up/Down) [dBm]: 12.0 / 20.0
Line Attenuation (Up/Down) [dB]: 5.0 / 10.0
SN Margin (Up/Down) [dB]: 30.5 / 6.5
Vendor ID (Local/Remote): TMMB / IFTN
Loss of Framing (Local/Remote): 0 / 0
Loss of Signal (Local/Remote): 458,749 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): 0
Error Seconds (Local/Remote): 720,927 / 0
FEC Errors (Up/Down): 0 / 445
CRC Errors (Up/Down): 0 / 0
HEC Errors (Up/Down): 0 / 0
Will keep an eye on it over the next few hours/days.
Thanks
Steve & Annette
annapp
Grafter
Posts: 93
Registered: ‎12-12-2009

Re: Plusnet: IP profile stuck

Hi,
I see our ip profile is now 17.2 :-)
Thanks
Steve & Annette
Community Veteran
Posts: 26,720
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Registered: ‎10-04-2007

Re: Plusnet: IP profile stuck

If it's rebooting on it's own that is worrying!
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)
annapp
Grafter
Posts: 93
Registered: ‎12-12-2009

Re: Plusnet: IP profile stuck

Jelv,
I'm presuming someone at Plusnet reset the system, prior to this and the setting in the early hours of this morning we had been up for about 12 days.
Thanks
Steve & Annette
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: ‎13-07-2012

Re: Plusnet: IP profile stuck

Your line appears to be very stable, it looks like it may have been the profile change that has caused the re-sync;
<img src="http://ccgi.psmith12.plus.com/visradius/generated/image13577426402290.png"/><div style="clear:both;"></div>
Community Veteran
Posts: 26,720
Thanks: 934
Fixes: 10
Registered: ‎10-04-2007

Re: Plusnet: IP profile stuck

Looks good - I'd suggest keeping an eye on the DSL Connection and the Internet uptime reported by the router on the Broadband Connection page. It's not unusual to have some disconnections that are too quick to be seen by Plusnet (I've had a lot of them myself).
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)
annapp
Grafter
Posts: 93
Registered: ‎12-12-2009

Re: Plusnet: IP profile stuck

Hi,
Thanks for all the help, will keep an eye on it, we have been with Plusnet since 2008 and overall the connection speed has been excellent, it just seems a few times a year we get a period of disconnections, naturally then the connection speed drops, after a couple of weeks things seem to sort themselves out with no real conclusion to what the problem was, then we are back to normal for months.
Steve & Annette