Request for line reset denied using own router

[#1]

I had to replace my old modem,/router which was loosing the line connection(ADSL). Since then my line speed dropped, but is slowly returning (11 days ago). I contacted Plusnet who said as I have a non Plusnet device they cannot perform a line reset. Is that correct?

[#2]

@davebd I may be wrong here (others will correct me if I am), but you have been wrongly advised. A line reset has nothing to do with your own hardware. Try calling again and hope you get a better trained agent.

[#3]

I did repeat my request, and the member of staff consulted with his supervisor who told him to either supply a new PN modem or wait for the line to readjust (slowly)

[#4]

A new router would achieve nothing, and as I said previously, line rests are totally independent of your local equipment.

@Townman /  @MisterW ?

[#5]

@davebd 

So did you ask for a Plusnet hub? 

[#6]

I didn't bother asking for the PN device, I've only just bought a tplink modem router. It's my understanding that it's possible to reset my line regardless of my modem/router, and have had resets done in the past. Sadly I want to leave but am in mid contract.

[#7]

@davebd 

It is possible if Plusnet choose to do so, however if it’s slowly improving anyway there’s no need. If the line is banded them that’s different.

It always makes sense to have an ISP provided hub, if only to connect for diagnostic purposes.

[#8]

@davebd 

Can you post a screenshot of your modem's line stats ? - so we can get an idea of what your connection is doing.

I've noticed a pattern, that call centre staff would rather say something can't be done, rather than tell you that you are wrong.

I'm wondering if they can see that your line isn't 'banded' and can't be bothered to help you with fault finding,

especially as Plusnet ADSL is likely to be withdrawn in 5 to 8 months time, due to the Openreach PSTN shutdown.

FWIW, don't bother requesting a Plusnet Hub2, they are USELESS on ADSL - your TP-Link will be better.

What model of TP-Link did you get ?, and have you installed the most up to date firmware from the TP-Link download site ?.

If you do end up looking for yet another modem, for ADSL I'd recommend the Billion 8800NL (v1 or v2) in 'bridge mode'

.

[#9]

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@davebd wrote:

Sadly I want to leave but am in mid contract.

---

As you're on ADSL,  that probably indicates that there is no Openreach upgrade to SoGEA or FTTP available.

So presumably if you did leave, you'd be moving to an AltNet FTTH provider ?

Many AltNet ISPs will offer to pay off your existing Plusnet early leaving fees, as an incentive to move to their network.

It would be worth your time looking at your intended ISP's small print, or call them and ask, to see if they will do that.

.

[#10]

As suggested…

• sight of the router full line stats would be useful (speeds, SNRM and attenuation)
• there is no earthly reason why a reset should not be done if the current stats warrant such
• there is a slim possibility that the business will not do this without doing a line test … I can envisage the possibility that someone thinks such a test cannot be run with there not being a Plusnet router on the line

@Windings  - can you illuminate what might have happened here to deliver the strange disposition please?

[#11]

Ive attached two files, my old router before it died but the data was pretty constant, plus my new router.

As you will see the snr + attenuation are very similar.

[#12]

Hi @Townman, 

Looking into the issue that @davebd currently has, I can sort of see the advisors reluctance to perform a line reset in this situation. 

I tried to look at the records for sync speeds/drops over the past 30 days and no info was available. This problem is pretty common on an ADSL line, especially when using third party equipment. 

As a standard tech advisor, Team leader approval is required to perform a line reset as its not a common thing we do anymore. The Albert flows for these forms of issues wont advise to perform a reset either, if all checks are performed the end flow would tell the advisor to book an in home engineer first. 

I think in this case i'd like some more info from the third party router to see what sync speeds are currently showing etc before considering a line reset. If Dave can provide us with some screenshots of data from the router, we can take it from there. If the sync speeds are below MGS for the provisioned line, i would be more inclined to try a line reset. 

Also Dave, you're currently on ADSL but SOGEA is available for you with some very decent download/upload speeds. Any particular reason you're still on ADSL? Just a thought in terms of speeds and stability SOGEA would be so much better here. 

Cheers. 

[#13]

@Windings 

Hi Joe,

Thank you for the prompt response ... looks as though your and @davebd 's posts crossed - he has just posted what we asked for.

Those stats look a little iffy to me.  I'd guess that US target SNRM is 6dB whilst DS is 9dB ... but the snapshot figures are a bit a drift, suggesting there could be some environmental noise.

The disinclination to do a reset in the circumstances you describe is somewhat understandable, given IIUC a line reset is now an action which BTOR charges the ISP to perform.  Performing a line reset which might deliver no benefit is not the appropriate use of resources.

@davebd 

Can you see from the router's log what is the connection profile?  The Plusnet Hub Two reports the on-connection negotiated  sync speed and SNRM (the target SNRM).  Operational variance from that is indicative of environmental noise.  If such is present, performing a line reset would be unwise until the source of the noise has been identified and eliminated.

Are there telephone extensions?  If yes, how are they wired?

Take a look at routerstats (link below) and see if it will work with your router - either of them!  I doubt that the router was the cause of your line instability issue.  The US was marginally better with the old router, just about at the top of ADSL US capability.  The DS is not too far off the mark either ... a little more, but not much might be obtainable over what looks like a 2.5km line.

Do you have a telephone handset?  Have you checked the line for audible noise?

[#14]

Comparing the TP-Link modems stats, with the expected speeds from the Kitz ADSL speed calculator ,

the line is performing as well as can be expected, and isn't 'banded' or needing a DLM reset.

@davebd  It would still be worth following @Townman 's advice, on optimising the internal phone wiring, etc,

but trying to reduce the SNR, by minimising the environmental noise, on an estimated 2.8Km line length is likely unrealistic.

Given that ADSL is soon due to be withdrawn,  upgrading to SoGEA would be a better plan than struggling with ADSL.

.

[#15]

Hi, quick reply: 

TpLink VX1800v.

I am planning to switch to FTTC, there's a cabinet just across the field behind my house, but im in a rural district so FTTP will be a long time off.Hence still on ADSL and less than perfect stats. (I’m also a 24 month contract with 7 months left).

Sorry but due to poor health won’t be back looking at this site for a day, but thanks to all the suggestions from everyone, 🙂