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Speed decreased after Monday's outage.

jl4
Newbie
Posts: 6
Registered: 01-11-2013

Speed decreased after Monday's outage.

Hi,
I'm posting here because I went through all the steps of reporting a fault through the help assistant and a ticket was opened. I was told that tests were being performed to determine the problem and this could take up to 24 hours. That was 3 days ago, no response.
The problem:
On Monday evening around the same time as the outage my download speeds dropped from 2.3mbps to 1.3mbps; this may not seem like a lot but when download times have almost doubled, it becomes a bit of a pain. Especially when you need to download large files on a daily basis for work-related reasons.
A similar thing happened a few years ago; my speed dropped to around 0.3mbps and a member of the support staff told me to plug my router directly into the master socket and wait. Then after about a week my connection had gone up to approximately 2.3mb. I believe this was because my IP profile had been set lower due to problems with the line.
Now it appears my IP profile has been lowered again as it's showing as 1.4.
9 REPLIES
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: 18-07-2007

Re: Speed decreased after Monday's outage.

Hi there,
Is the router still in the master socket? Unfortunately the DLM has reduced the profile due to a lower sync rate being recorded. The connection's looking relatively stable so we might be able to reset the SNR for you and allow it to retrain?
jl4
Newbie
Posts: 6
Registered: 01-11-2013

Re: Speed decreased after Monday's outage.

Hi Matt,
Thanks for the reply, much appreciated.
Yes the router is still plugged into the master socket. That sounds fine to me.
An FTTC cabinet has been installed and connected to my local cabinet (right on the corner of my house) recently, I wonder if this activity has had an effect on the sync rate. I can't wait until that is up-and-running so I can switch to the unlimited fibre package.
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: 18-07-2007

Re: Speed decreased after Monday's outage.

The reset's been requested for you, should take effect within the next few hours. I've changed the downstream target margin from 12dB back to 6dB so you should see speeds returning to what they were previously, please let us know.
jl4
Newbie
Posts: 6
Registered: 01-11-2013

Re: Speed decreased after Monday's outage.

Thanks Matt.
No speed changes as yet. However, my connection died just before 4pm and was off for about 15 minutes.
jl4
Newbie
Posts: 6
Registered: 01-11-2013

Re: Speed decreased after Monday's outage.

I'm re-opening this old post as the same thing has happened again, so I'm guessing the same solution is needed.
2 days ago the electric went off in my house and since it has been back on my internet connection has dropped from around 2.4mb to 1.4mb again.
I'm guessing my IP profile has been lowered again?
I'm wondering if it keeps dropping out as well because last night I left 5 large files downloading from my server over night and 4 of the 5 files failed to download as the connection was lost. This buggered up my work for the day.
Hopefully you can sort this for me again.
Thanks in advance.
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: Speed decreased after Monday's outage.

I've just checked over your line and can see that your SNR Target is still set at 6db as Matt changed it to, back in November.
Here's your profile: WBC 160K - 24M No delay (INP 0) 6dB Downstream, UC No delay (INP 0) 6dB Upstream (details on this can be found here: http://community.plus.net/library/broadband/broadband-faults-guide-our-testing/ and here: http://community.plus.net/library/broadband/broadband-faults-guide-speed/ )
Your speeds appear to have picked again this morning with a sync rate of 2880K.
Here's a connection graph for you:
<img src="http://community.plus.net/visualradius/generated/image13958322404141.png"/>
Chris Pettitt
Cloud Environments Engineer
jl4
Newbie
Posts: 6
Registered: 01-11-2013

Re: Speed decreased after Monday's outage.

Hi Chris,
Thanks for the response, much appreciated.
Perhaps the problem is with my WiFI then? It's strange considering nothing has been changed in the last few days and the drop in speed coincided with when the electric went off.
Any suggestions?
Speeds have been about 1.7 today. Still down from the usual 2.3/4.
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: Speed decreased after Monday's outage.

It could be as everything looks absolutely fine from this end.
What speeds do you get connected via Ethernet?
Chris Pettitt
Cloud Environments Engineer
jl4
Newbie
Posts: 6
Registered: 01-11-2013

Re: Speed decreased after Monday's outage.

Thanks again for the response.
Electric went off again last night, and as soon as it came back on my speeds were back to the normal 2.3 - how bizarre!
Connected via Ethernet I get 2.34.
Everything appears to be working fine now, touch wood! Thanks for your assistance, as always.