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Speed problems

rovingeyeuk
Grafter
Posts: 47
Registered: ‎04-11-2013

Speed problems

I would appreciate if someone could take a look at this.
Since joining Plusnet in November there doesn't seem to have been any real consistency of service, speed was quoted to be around 9mb and this was proved correct at first even on my Ipad over wifi using Speedtest.net.
Then things started to slow down to about 3mb and after about two weeks it was found that banding had been applied. Once removed the speed went up to 8.6mb.
This continued for a short time and then again speeds dropped and over Christmas it was virtually unusable and trying to Skype our daughter in Australia was a real fiasco, as it also was only a week ago.
Following contact with the service team a engineer was arranged to call on the the 30th December. He spent a while fitting a new master socket and remaking corroded connections outside and in the cabinet down the road. When he tested he said he hadn't seen such good figures before and that we should get about 9.5mb. It took a while but we did start to get 9mb generally but later it started dropping to 3mb then going back to what I would expect.
Then a longer period of 3mb came and put up with that and then I went and bought a new router which did appear to improve it but this weekend it went to 6mb and today it's around 3mb.
What will not have helped over the last 10 days is a number of electrical outages and surges.
Please see below where the figures following repair were very good and now where they have dropped.
01_01_14 after BT visit
Download  Speed
9.52 Mbps
21 Mbps
Max Achievable Speed
Download speedachieved during the test was - 9.52 Mbps
For your connection, the acceptable range of speeds is 4 Mbps-21 Mbps.
IP Profile for your line is - 10 Mbp
Upload Speed
0.35 Mbps
0.45 Mbps
Max Achievable Speed
Upload speed achieved during the test was - 0.35Mbps (before uncap)
Upstream Rate IP profile on your line is - 0.45 Mbps
25_01_14
Download  Speed
6.83 Mbps
0 Mbps    7.15 Mbps
Max Achievable Speed
Download speedachieved during the test was - 6.83 Mbps
For your connection, the acceptable range of speeds is 2 Mbps-7.15 Mbps.
IP Profile for your line is - 6.66 Mbps
Upload Speed
0.72 Mbps
0 Mbps    0.83 Mbps
Max Achievable Speed
Upload speed achieved during the test was - 0.72Mbps
Upstream Rate IP profile on your line is - 0.83 Mbps
Netgear DGN2200 stats
ADSL Link       Downstream.      Upstream
Connection Speed 7555 kbps 888 kbps
Line Attenuation 35.0 db         19.3 db
Noise Margin         15.0 db           7.4 db
Plusnet profile
Estimated line speed:
6Mb (This may vary between 4Mb and 8Mb) - Checked on 2013-11-04 13:32:50
Current line speed:
7.6 Mb
24 REPLIES
Community Veteran
Posts: 38,460
Thanks: 1,031
Fixes: 62
Registered: ‎15-06-2007

Re: Speed problems

I can tell you exactly what the problem is
Your default noise margin has increased from 6dB to 15dB
Now comes the difficult question - Why?
Do you leave the router on all the time or do you switch it off when you are not using the internert
Have you noticed any repeated loss of connection to the internert
When you dial 17070 Option 2 Quiet Line Test - is there any noise on the line
Can you describe how your internal wiring is - do you have a master socket and is the router connected to it
Are you sure everything attached to the phone line is filtered either through individual filters or, if the router is connected to the master socket, do you have a filtered faceplate
rovingeyeuk
Grafter
Posts: 47
Registered: ‎04-11-2013

Re: Speed problems

Thanks for the quick reply OldJim.
The router is always left on but we were away for a few days this week and the router had disconnected at some point although it hadn't been in use. The electrical issues did cause disconnections.
There is no internal wiring and I have tried both individual filters and currently it's on a BT filtered faceplate ADSLV1.0.
Going back to the wiring repair it did work great at first but eventually became less reliable. The quiet line test indicates no noise.
There was a spell on the TG582N where the speed dropped to 3mb, I left it for days but no change so rebooted it through the web interface and it did improve things but only for a while.
Community Veteran
Posts: 38,460
Thanks: 1,031
Fixes: 62
Registered: ‎15-06-2007

Re: Speed problems

Other than raising another fault I suggest waiting for staff on here who will be able to post the connection log and this may give an indication of the problem
If it is due to the electrical issues then that will be fairly obvious and they will be able to initiate a line reset
rovingeyeuk
Grafter
Posts: 47
Registered: ‎04-11-2013

Re: Speed problems

Yes I must admit I wondered if faults are still on the lines although it worked fine once the repair was completed it didn't last too long before speeds were up and down again. Today it's gone from 2mb to 3/4, yesterday 6.5.
The electrical issues came along only recently and appear to have settled now.
rovingeyeuk
Grafter
Posts: 47
Registered: ‎04-11-2013

Re: Speed problems

This morning there was a disconnection around 6.30 and the stats have changed, SNR is now 7.3 but speed is still slow.
Tested at 8.0am it was 4mb now it's about 6.
ADSL Link       Downstream Upstream
Connection Speed 6652 kbps 888 kbps
Line Attenuation 35.0 db         19.2 db
Noise Margin           7.3 db         14.9 db
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: ‎18-07-2007

Re: Speed problems

Hi there,
Not many disconnections, though certainly enough to cause a change in the line speed, especially if coupled with electrical issues:
<img src="http://community.plus.net/visualradius/generated/image13908366864821.png"/>

Do you know what it is/was causing those issues at all?
rovingeyeuk
Grafter
Posts: 47
Registered: ‎04-11-2013

Re: Speed problems

The electrical problems were mainly around the 15th but appear to have completely gone now.  This problem really started not long after the BT repair on the 30th and was similar to what I had experienced earlier in December so that's why I bought a new router to eliminate that.
From the 20th to the 24th we were away and the house was empty with the router left on but when I checked the stats I saw it had disconnected some time on the 23rd.
The speeds were low so I disconnected through the web interface but there's no real change except from the post above when the snr had gone down to 7.4 from 15db at 6.35 this morning.
rovingeyeuk
Grafter
Posts: 47
Registered: ‎04-11-2013

Re: Speed problems

Just checked the router again.
ADSL Link Downstream Upstream
Connection Speed 6652 kbps 888 kbps
Line Attenuation 35.0 db         19.2 db
Noise Margin     7.0 db         14.8 db
Would a reset help, the connection speed is lower than the few days after the repair.
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: ‎18-07-2007

Re: Speed problems

Given that it dropped connection this morning I'd suggest a reset would be a bad idea - if it retrains when the line is dropping/erroring it won't retrain to its best available speed. If you'd be willing to wait a couple of days to confirm it's staying stable we'd be happy to reset it, but as things stand I would strongly recommend against it.
rovingeyeuk
Grafter
Posts: 47
Registered: ‎04-11-2013

Re: Speed problems

Okay we'll leave it for a couple of days. It's just not been right for any length of time since I joined in November, on speedtest at lunchtime it gave just 1mb but later was back around 5/6. Still well below 9.5 as per the BTW on the 1st.
Why it would drop to 7 from 15 this morning I haven't a clue and not seen that before. All I want is for a stable connection, we've been online for  over 16 years but never had to contact any service desk or forums in all that time until now.
rovingeyeuk
Grafter
Posts: 47
Registered: ‎04-11-2013

Re: Speed problems

Following a night of torrential rain.
28_01_14
Router reset 5.00am
ADSL Link Downstream Upstream
Connection Speed 6652 kbps 888 kbps
Line Attenuation 35.0 db 19.2 db
Noise Margin 7.3 db 14.5 db
Last night the noise had dropped to 6.6 but this morning the router disconnected, whether the rain is flooding the BT ducts or there  is something else but it certainly doesn't seem right.
When the BT engineer left on the 30th December this is how it was.
01_01_14 after BT visit
Download  Speed
9.52 Mbps
21 Mbps
Max Achievable Speed
Download speedachieved during the test was - 9.52 Mbps
For your connection, the acceptable range of speeds is 4 Mbps-21 Mbps.
IP Profile for your line is - 10 Mbp
Upload Speed
0.35 Mbps
0.45 Mbps
Max Achievable Speed
Upload speed achieved during the test was - 0.35Mbps (before uncap)
Upstream Rate IP profile on your line is - 0.45 Mbps
If it was fine shortly after the BT visit then something must still be happening for the poor connection.  Years ago our line had to be transferred to spares in next doors cable because of no phone connections after periods of heavy rain, maybe something similar is happening now.
The BT chap was also going to rewire back round to our neighbours box but when he tested and it appeared okay he decided not to.
rovingeyeuk
Grafter
Posts: 47
Registered: ‎04-11-2013

Re: Speed problems

These are the latest stats.  They are are a good way off those in my first post above relating to the 1st January, what do you think.
BT Speed test
Download  Speed
5.48 Mbps
0 Mbps    7.15 Mbps
Max Achievable Speed
Download speedachieved during the test was - 5.48 Mbps
For your connection, the acceptable range of speeds is 2 Mbps-7.15 Mbps.
IP Profile for your line is - 5.87 Mbps
Upload Speed
0.72 Mbps
0 Mbps    0.83 Mbps
Max Achievable Speed
Upload speed achieved during the test was - 0.72Mbps
Upstream Rate IP profile on your line is - 0.83 Mbps
Speedtest.net
Test Date: 29 Jan 2014 09:38
Download: 5.39 Mbps
Upload: 0.75 Mbps
Ping: 49 ms
Port Status TxPkts RxPkts Collisions Tx B/s Rx B/s Up Time
WAN ADSL Link 572541 732239 0 800 6851 1 day 11:22:17
LAN1 Link Down 1635686 1596020 0 4830 699 --
LAN2 Link Down --
LAN3 Link Down --
LAN4 Link Down --
WLAN 145M 1721417 1395249 0 4755 713 4 days 04:43:05
ADSL Link Downstream Upstream
Connection Speed 6652 kbps 888 kbps
Line Attenuation 35.0 db 19.2 db
Noise Margin 7.3 db 14.3 db
rovingeyeuk
Grafter
Posts: 47
Registered: ‎04-11-2013

Re: Speed problems

There appears to to have been another disconnection around 1.20am.
System Up Time 4 days 21:39:39
Port Status TxPkts RxPkts Collisions Tx B/s Rx B/s Up Time
WAN ADSL Link 73487 100073 0 324 3957.      08:01:17
LAN1 Link Down 1983310 1871589 0 5071 750 --
LAN2 Link Down --
LAN3 Link Down --
LAN4 Link Down --
WLAN 145M 2079826 1641704 0 4989 767 4 days 21:39:38
ADSL Link Downstream Upstream
Connection Speed 6652 kbps 888 kbps
Line Attenuation 35.0 db 19.2 db
Noise Margin 7.2 db 15.0 db
Does this mean I will not be able to get the 9.5/10 back.
Last night it was around 6mb which I suppose is still within the range but there was also tests showing 2mb on a couple of occasions.
01_01_14 after BT visit
Download  Speed
9.52 Mbps
21 Mbps
Max Achievable Speed
Download speedachieved during the test was - 9.52 Mbps
For your connection, the acceptable range of speeds is 4 Mbps-21 Mbps.
IP Profile for your line is - 10 Mbp
Upload Speed
0.35 Mbps
0.45 Mbps
Max Achievable Speed
Upload speed achieved during the test was - 0.35Mbps (before uncap)
Upstream Rate IP profile on your line is - 0.45 Mbps
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: ‎18-07-2007

Re: Speed problems

Yeah, it's still dropping once a day:
<img src="http://community.plus.net/visualradius/generated/image13910765461444.png"/>

Not sure what's going on there, but as you don't have any internal wiring I suspect raising a fault would be the way to go, unless you've not yet tried it with the router in the test socket with no phones plugged in?