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Slow to reconnect

Community Veteran
Posts: 1,841
Thanks: 103
Fixes: 6
Registered: ‎21-01-2013

Slow to reconnect

Just got plusnet fibre 40/10 on Monday and am unsure of a couple of point, can anyone please advise.
1) My download speed is around 20mbps and up is around 1.1mbps, sync speed 37 mbps
( as per https://portal.plus.net/my.html?action=data_transfer_speed ; )
Is my reduced speed ( especially up load speed ) due to the training period or plusnets IP profile and do I need contact support to get it adjusted ?
2) Whenever I renew the ppp connection ( reboot the router ) it takes up to 10 minutes to get a new lease / connection.
Is this normal with plusnet, I would have expected it to be almost instant.
17 REPLIES
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: ‎18-07-2007

Re: Slow to reconnect

Hi there,
Regarding point 1, that's not too far off your estimated speed (as per http://www.dslchecker.bt.com/adsl/adslchecker.welcome - just put your phone number in, the speeds come out for FTTC at up to 18.4 for downstream and up to 3.8 for the upstream). The only way we'd be able to push that though would be to get a fault raised, if you'd like to go ahead with that please do so at http://faults.plus.net and we'll check for you.
Regarding 2, according to our connection logs it's only taking a couple of minutes between the connection dropping and resuming?
<img src="http://ccgi.psmith12.plus.com/visradius/generated/image13603391568080.png"/>
Hope that helps, though I agree it ought to be a touch quicker than that. Probably worth mentioning on the fault (if you raise one) I'd say.
Community Veteran
Posts: 1,841
Thanks: 103
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Registered: ‎21-01-2013

Re: Slow to reconnect

Hi Matt,
Yes the estimated down speed is 18 mbps but the sync speed reported, by plusnet, is 37 mbps.
If that sync speed is correct, and I have no way of knowing if it is, then the download speed should be much better than the 20 mbps that I'm seeing.
Also I would expect a up speed of better than 1.1 mbps, I was getting close to that on ADSL2+ before moving here.
I've seen mention of plusnet's own IP profile and that it is manually set after 48 hour of fibre being installed.
Could this be the problem ?
Regarding 2, I've just timed how long it takes to renew the ppp connection -- 8 minutes -- is that normal at plusnet?
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: ‎13-07-2012

Re: Slow to reconnect

Hi there,
The 37Mb/s sync speed is what we set your line profile when your connection went active until we determined the actual speed of your line, if you check again it is now at 23.8Mb/s which is higher than the estimate given. This is the highest your line has synced at since activation. Your upload speed is below the estimated upload, not by much and I wouldn't expect this to change much if at all.
It shouldn't take 8 minutes to re-authenticate, I can only only see one instance when there was just over a 8 minute period from being disconnected to reconnecting?
Chris
Community Veteran
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Registered: ‎21-01-2013

Re: Slow to reconnect

Hi Chris,
It leads to some confusion on plusnet's part, showing a 37Mbps sync when it's nothing of the sort. May be better for plusnet to not show this until it's been properly determined.  Undecided
Sorry Chris but I feel a upload speed of 1.1 mbps is a long way off the estimate of 3.8 mbps.
Is there any way to find the upload sync speed?
The excessive time taken to renew the ppp connection has been much more than one instance.
I've now made some config changes to the router and things have been better since although it's too early to say for sure, may just be a coincidence.
Community Veteran
Posts: 1,841
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Registered: ‎21-01-2013

Re: Slow to reconnect

Right, as plusnet have not been terribly helpful here, and in an attempt to try and understand what's happening I've replaced the modem with one which will show the connection stats:
Down sync 27664 kbps
BT's IP profile = 22.72 Mbps
I see I'm subject to BT's IP profile whims and I just need to give it time. -- Not something I'm to concerned about and better than the estimated 18 mbps Wink
Upload sync = 1669 kbps 
BT's IP profile = 10 mbps
A long way off the estimated 3.8 mbps.
Is it normal for the upload sync to be this low and can anything be done about this Huh
Re: the excessive time taken to renew the ppp connection.
From my routers log-
<132> Feb 14 03:10:09 PPP link down (Internet) [146.90.13.38]
<39> Feb 14 03:16:48 PPP CHAP Receive challenge (rhost = bras-red6.sf)
<39> Feb 14 03:16:50 PPP CHAP Receive challenge (rhost = pcl-ag03)
<38> Feb 14 03:16:52 PPP CHAP Chap receive success : authentication ok
<132> Feb 14 03:16:52 PPP link up (Internet) [87.114.x.x]
Almost 7 minutes to renew the connection, and that was in the middle of the night when the network should be under very little load!
Note: it took most of that time to receive a PPP challenge!
Can a plusnet rep please look in to this.

Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: ‎13-07-2012

Re: Slow to reconnect

Hi,
It looks as if it's not reporting the drop in connection to us straight away, as you can see below it shows that your connection dropped at 03:16 and reconnected at 03:16.
Session Started         Session Ended           Session Duration
21:36 13/Feb/2013 03:16 14/Feb/2013   5:40:16
03:16 14/Feb/2013 09:31 14/Feb/2013   6:14:49
This suggests that it was not a full/clean disconnection, the session has been abruptly ended and is attempted to be kept alive and this is timing out after 7 minutes.
Instead of doing a reboot of the router can you try a disconnect by logging into your router and clicking disconnect and click connect say 30 seconds later and see it that works?

Community Veteran
Posts: 1,841
Thanks: 103
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Registered: ‎21-01-2013

Re: Slow to reconnect

Hi Chris,
The 3:16 event happened without any help from me and the routers log shows it did not reboot.
Don't know if there was a resync event.
I've reconnected the ppp session a few times today with no issue. Certainly seems better today, hope it stays this way.
Any thoughts on my upload speed of 1.4 mbps, I'm trying to find what to expect from fibre. IME from ADSL I would not expect it to be so much down from the predicted speed of 3.8mbps.
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: ‎13-07-2012

Re: Slow to reconnect

Hi,
It looks like we may need to establish why your line is sometimes dropping connection, would it be possible to try a <a href="http://community.plus.net/library/broadband/fibre-help-how-to-set-up-a-pppoe-dialler-in-vistawindows-7/">PPPoE connection </a> and see how that is over say 24 hours?
I'd also check what your upstream is if you're able to try a PPPoE connection, see if there's any difference.
Community Veteran
Posts: 1,841
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Registered: ‎21-01-2013

Re: Slow to reconnect

I've only identified the one genuine dropped ppp session, and seen no dropped vdsl connections. I'm guessing what you're seeing at your end may be due to me renewing the ppp session.
I'll give it a few days before trying PPPoE. In the mean time I'll resist playing with the router and monitor things for dropped connections, it was always very stable with ADSL so don't expect a problem.
Community Veteran
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Registered: ‎21-01-2013

Re: Slow to reconnect

I've monitored the connection for a few days and I'm not getting any dropped ppp connections other than the ones caused by me.
I am however getting a resync on the VDSL connection each night between 3pm and 6 pm. This I can live with, please do not increase the noise margin to compensate.
I am still disappointed with the upload speed.
Estimate was 18.4 down. 3.8 up, I'm getting around 20mbps down but only 1.2 mbps up.
Can anything be do about the upload speed?
I'm on a VDSL profile of 17a, would the profile 8c be any better or can that not be changed.
I've tried a pppoe connection from the PC, as requested, it's no better but then I didn't expect to be.
It's the vdsl sync speed which is limiting the upload speed not the ppp connection.

Stats from the modem:
# xdslcmd info --stats
xdslcmd: ADSL driver and PHY status
Status: Showtime
Retrain Reason: 0
Max: Upstream rate = 1420 Kbps, Downstream rate = 27980 Kbps
Path: 0, Upstream rate = 1368 Kbps, Downstream rate = 23360 Kbps
Link Power State: L0
Mode: VDSL2 Annex B
VDSL2 Profile: Profile 17a
TPS-TC: PTM Mode
Trellis: U:ON /D:ON
Line Status: No Defect
Training Status: Showtime
Down Up
SNR (dB): 6.6 6.1
Attn(dB): 0.0 0.0
Pwr(dBm): 11.2 6.6

Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: ‎13-07-2012

Re: Slow to reconnect

I'd suggest running through the faults checker at http://faults.plus.net and we can investigate and see if we can do anything with your upload speed.
It will also require you to try the <a href="http://community.plus.net/library/broadband/fibre-help-how-to-set-up-a-pppoe-dialler-in-vistawindows-7/">PPPoE</a> connection.
Let me know how you get on.
Community Veteran
Posts: 1,841
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Registered: ‎21-01-2013

Re: Slow to reconnect

Thanks Chris,
I've completed the fault checks, that seems to be obsessed with "dropped connections" which is not the issue hereWink
I'll report back if an answer or explanation is found.
Community Veteran
Posts: 1,841
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Registered: ‎21-01-2013

Re: Slow to reconnect

Chris,
Is it possible for someone to look at this ticket #66366691 please as I'm very disappointed with the answers.
IMO a large part of the answer is meaningless techno babble, basically saying the IP profile is restricting my upload speed to 1.3mbps max.
This is rubbish, it's my upload sync of 1.2 mbps which is restriction my upload speed.
Can PN please provide a answer in plain English based on facts.  Angry
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: ‎13-07-2012

Re: Slow to reconnect

Hi,
I'll get this looked into, it looks like the next step will be to arrange an engineer to reset your line and see if this helps, hopefully it will. but it may be that your line is performing at it peak.
What availability do you have this week for an engineer to attend?