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Speed faults

grzesiek
Newbie
Posts: 8
Registered: ‎15-11-2013

Speed faults

Bandwidth (Up/Down) [kbps/kbps]: 1,256 / 9,722
Output Power (Up/Down) [dBm]: 12.0 / 0.0
Line Attenuation (Up/Down) [dB]: 7.7 / 16.0
SN Margin (Up/Down) [dB]: 6.1 / 23.1
usually bandwidth down was almost 24,000 kbps
10 REPLIES
Acassim
Grafter
Posts: 1,075
Thanks: 1
Registered: ‎11-06-2007

Re: Speed faults

Hi ,
Sorry to hear you've seen a speed drop, I've managed to track down your account and can see that you had the speed profile drop on the 16/09/14 which is no doubt linked to the bout of disconnections late on the 15/09/14 which can be seen on the graph below
<img src="http://community.plus.net/visualradius/generated/image1411037494746.png"/>
The disconnections will have meant that the DLM has kicked in on the line and reduced the speed in order to maintain the connection so have you noticed any dropping connection recently? Alternatively, have you had power cuts or manually rebooted your router consecutively at any of the times where the disconnections are seen in the graph?
grzesiek
Newbie
Posts: 8
Registered: ‎15-11-2013

Re: Speed faults

yes, but now everything is okay, you can reset the DLM to speed back to normal?
Acassim
Grafter
Posts: 1,075
Thanks: 1
Registered: ‎11-06-2007

Re: Speed faults

Hi ggg0207,
I'm afraid this isn't something we can request, the supplier is working on a tool to request that this is done remotely however it isn't complete yet.
At this stage, we would need to wait for the DLM to deem that the line is stable, at which point it will then start to increase the speed again. We may be able to advise a little further on this if you can elaborate on the disconnections we can see on the 15/09/14, was this something that you did or maybe power cuts?
grzesiek
Newbie
Posts: 8
Registered: ‎15-11-2013

Re: Speed faults

was a problem with the line in the house, but it was all repaired
Highlighted
Acassim
Grafter
Posts: 1,075
Thanks: 1
Registered: ‎11-06-2007

Re: Speed faults

Thanks for clarifying,
It doesn't appear that there was a fault raised with us so I'm assuming that you either fixed the problem yourself or calling in a local electrician to fix this. As such it means that the standard fault fixing with us has been bypassed where a DLM reset may have been carried out by an engineer if one was required to rectify the fault.
Given this, I'm afraid it would be a case of awaiting the DLM to lift the speeds for you naturally over time.
Acassim
Grafter
Posts: 1,075
Thanks: 1
Registered: ‎11-06-2007

Re: Speed faults

Hi again ggg0207,
Apologies for the previous response, I'm afraid this wasn't totally accurate as for some reason, I believed you were on a fibre connection. Given that this is an ADSL2+ connection we can indeed reset the line and an order to do so has now been placed. You should see this take effect within the next 4 hours however please allow up to 24 hours for the changes to take effect.
grzesiek
Newbie
Posts: 8
Registered: ‎15-11-2013

Re: Speed faults

Hello again, I had a problem with the cable at home and the speed decreased. I ask you again to reset the line to restore normal speed
Plusnet Help Team
Plusnet Help Team
Posts: 13,750
Thanks: 267
Fixes: 78
Registered: ‎27-04-2007

Re: Speed faults

Hi ggg0207,
The account your username links to is fibre so we'd not be able to submit a reset for that.
From Adam C's previous replies it sounds like there may be another account I need to look at for you.
Can you send me a PM with the username please?
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
grzesiek
Newbie
Posts: 8
Registered: ‎15-11-2013

Re: Speed faults

Hi, I sent a PM, the problem with the speed is further
Bandwidth (Up/Down) [kbps/kbps]: 1,272 / 17,507
Output Power (Up/Down) [dBm]: 11.6 / 0.0
Line Attenuation (Up/Down) [dB]: 7.5 / 15.5
SN Margin (Up/Down) [dB]: 6.2 / 14.9
Community Gaffer
Community Gaffer
Posts: 17,682
Thanks: 665
Fixes: 167
Registered: ‎05-04-2007

Re: Speed faults

Hi there,
I've grabbed your username from Adam.
Just before you started this thread your line was disconnecting a lot. This disconnections caused the exchange equipment to intervene and increase the target SNR, this in turn improves the stability of your line but causes the speed to decrease.
The line has been looking a lot more stable since the 20th December, so I'm going to request a reset of the SNR. This should help your speed return, however if the disconnections start again I'd suggest going through the steps at https://faults.plus.net so we can look at the underlying issue.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff