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Slow speeds, dropouts and crackling phone line :(

dfects
Grafter
Posts: 34
Registered: 23-09-2013

Slow speeds, dropouts and crackling phone line :(

Hiya, I've been with plusnet for about 2 and a half years now, and through that time our ADSL connection has been rock solid at 6.5mbps down and 1mpbs up with no disconnects. The last 1-2 weeks have been rough though, with occasional disconnects and slower speeds.

 

Our profile is now set to 4mpbs and we can barely get 0.3mpbs up Sad tonight, its struggled to get any DSL connection at all and it took about 5 tries to get a dial tone on our phone.

Can anyone help? Sad

10 REPLIES
SpendLessTime
Aspiring Hero
Posts: 2,518
Thanks: 667
Fixes: 60
Registered: 21-09-2009

Re: Slow speeds, dropouts and crackling phone line :(

I would suggest you log a phone fault with your phone provider as the noise on the line will affect your ADSL connection. When the voice issue is fixed that should hopefully solve the ADSL issue. 

 

DO NOT mention the bad ADSL connection, get the phone fault fixed first.

 

Assuming Plusnet are your phone provider, then the phone troubleshooting guide is at https://www.plus.net/help/phone/phone-line-troubleshooting/

 

 

 

 

Plusnet Staff
Plusnet Staff
Posts: 670
Thanks: 160
Fixes: 29
Registered: 17-10-2015

Re: Slow speeds, dropouts and crackling phone line :(

Good Morning, 

 

I've ran a test on your phone line(the low speed is most likely a result of the phone issues) and a fault is showing, it is external so no appointment is required, the estimated response time is Thursday but these kind of issues can be fixed earlier than expected in some cases.

 

I'll raise a ticket to our faults team to monitor this for you 


 Paul Tarr
 Plusnet Network Operations
dfects
Grafter
Posts: 34
Registered: 23-09-2013

Re: Slow speeds, dropouts and crackling phone line :(

Thank you so much for picking this up quickly.

I made a quick video before I saw this of how bad it is. This is with the phone plugged directly into the master socket.

https://goo.gl/photos/Ggx4ktpoMngPPTqMA

Strangely the next call I did had static but nowhere near as bad I could actually hear the response Sad

I know maybe 1-2 months ago they swapped our old rusty cabinet with a new shiney one ready for fibre so maybe they missed something then.
Plusnet Staff
Plusnet Staff
Posts: 670
Thanks: 160
Fixes: 29
Registered: 17-10-2015

Re: Slow speeds, dropouts and crackling phone line :(

It could possibly be that, I've checked on the fault just now and the fault location has been amended to be in the exchange itself, an issue with the main distribution frame. 

 

As soon as more info is available I'll make sure you know 


 Paul Tarr
 Plusnet Network Operations
dfects
Grafter
Posts: 34
Registered: 23-09-2013

Re: Slow speeds, dropouts and crackling phone line :(

I'm not sure if the fault has been looked into yet, but the phone line finally became clear after 2-3 days of being nothing but static.

 

The upload speed has also gone back close to 1mpbs, but our download speed is stuck at about 2.73mpbs after a modem reboot Sad Really hoping it gets back to 6-6.5mbps

 

Community Gaffer
Community Gaffer
Posts: 17,646
Thanks: 640
Fixes: 162
Registered: 05-04-2007

Re: Slow speeds, dropouts and crackling phone line :(

The phone fault is showing as 'clear' now, so I'm just looking at the broadband issue.

If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
Community Gaffer
Community Gaffer
Posts: 17,646
Thanks: 640
Fixes: 162
Registered: 05-04-2007

Re: Slow speeds, dropouts and crackling phone line :(

Your line is now syncing at 5656, giving a profile of 4900. The SNR is a little high probably due to the phone fault, so I'm going to reset that now and you should get a little more out of your line shortly.

If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
dfects
Grafter
Posts: 34
Registered: 23-09-2013

Re: Slow speeds, dropouts and crackling phone line :(

Thanks for looking into this Chris, appreciated! It looks like I'm back up to downloading around 600kbs Smiley Thats a big improvement over the 340kbs max I had last night.

 

Is it likely the line may stable out a bit more over the next few days to its old speed? It used to be around 650kbs. I'm not sure if the profiles adjust periodically.

 

Thanks,

Ste

Community Gaffer
Community Gaffer
Posts: 17,646
Thanks: 640
Fixes: 162
Registered: 05-04-2007

Re: Slow speeds, dropouts and crackling phone line :(

It may slightly increase, I've just checked and the reset has completed with the profile at 6000 now.

If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
dfects
Grafter
Posts: 34
Registered: 23-09-2013

Re: Slow speeds, dropouts and crackling phone line :(

Thanks again for your help Smiley And Darkfire of course.