Request for Line/Profile reset please
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Request for Line/Profile reset please
09-06-2014 11:18 AM
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For the past 10 months or so I've been happily connected at around 4,000-4,500kbps but this last month I've been getting frequent disconnects and now my router will not connect higher than about 3,000; I'm currently connected at 2.376kbps Something has obviously changed and I've tried router restarts etc but it still keeps connecting at much lower speeds than I've been previously getting.
Could you please reset my line/profile for me to see if this fixes the problem before I raise a fault ticket.
Thanks in advance.
Current Router Stats:
Re: Request for Line/Profile reset please
09-06-2014 11:24 AM
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There is little point in performing a SNRM reset if there are issues on your line. A reset will put you into a 10 day training period, during which little can be done with the line.
Can you please post your router stats so that we can see what is happening at present.
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
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Re: Request for Line/Profile reset please
09-06-2014 11:46 AM
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Thanks for the router stats. From looking at the line data, it seems as though something is causing your line to error. I assume that a lot of the disconnects were you trying to improve your connection speeds? I think tat may have caused the line to become banded which is why you're seeing lower than expected speeds.
Are you able to swap microfilters and connect to your Test Socket at all?
Re: Request for Line/Profile reset please
09-06-2014 11:50 AM
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I'll switch microfilters now and try it in the test socket for you.
Re: Request for Line/Profile reset please
09-06-2014 12:04 PM
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Re: Request for Line/Profile reset please
09-06-2014 12:19 PM
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I'm now connected via the test socket with a different micro-filter and its pretty much the same story:
I do have another router I can try if needed but I'm doubtful thats going to make any difference but let me know if you want me to try that and I can.
Re: Request for Line/Profile reset please
09-06-2014 12:55 PM
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Re: Request for Line/Profile reset please
09-06-2014 3:05 PM
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One strange thing though; I'm not sure if you changed anything on the line after you posted but my speeds have now gone up to around 3700kbps (still not back to normal but its close). I did also test it with my other router and got the same speeds on both.
Alternative Router:
Plusnet Router:
So if you did something then great If not... bizarre!
Re: Request for Line/Profile reset please
09-06-2014 3:14 PM
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Re: Request for Line/Profile reset please
09-06-2014 4:50 PM
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In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
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