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Super slow broadband

paul4
Newbie
Posts: 9
Registered: 29-05-2013

Super slow broadband

Hi All
Been with PN since 2010 and been happy enough with my 2-2.5 Mbps speed. But at the beginning of May became aware of a noisy (crackling) telephone line. This steadily got worse and started to get dropped connections on my router (SpeedTouch ST516). Not surprisingly download speeds suffered.
First set I recorded off the BT Speedtester were:
Download speed 0.54 Mbps
Acceptable range 0.1 Mbps-0.5 Mbps
IP Profile 0.5 Mbps
Then a couple of days later:
Download speed 0.12 Mbps
Acceptable range 0.1 Mbps-0.25 Mbps
IP Profile 0.25 Mbps
Noise was still evident plugging phone into test socket so called BT and requested an engineer visit. Engineer duly arrived and confirmed fault was due to perished line between pole and house which he replaced (and fitted new Openreach socket).
Line now completely crackle-free so thought great, broadband will sort itself out and get back to what it was previously.
Sadly, one week on, no improvement. Line stats still same as above (0.12 Mbps).
Below is the info copied just now from my router:
Uptime: 1 day, 4:07:43
DSL Type: G.992.5 annex A
Bandwidth (Up/Down) [kbps/kbps]: 448 / 288
Data Transferred (Sent/Received) [kB/kB]: 0.00 / 0.00
Output Power (Up/Down) [dBm]: 11.5 / 17.0
Line Attenuation (Up/Down) [dB]: 25.0 / 48.5
SN Margin (Up/Down) [dB]: 18.0 / 33.5
Vendor ID (Local/Remote): TMMB / TSTC
Loss of Framing (Local/Remote): 0 / 0
Loss of Signal (Local/Remote): 0 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): 0
Error Seconds (Local/Remote): 0 / 0
FEC Errors (Up/Down): 0 / 0
CRC Errors (Up/Down): 0 / 0
HEC Errors (Up/Down): 60,622 / 0
I've been monitoring this for a few days now and it stays pretty consistent:
Always 448/288 for bandwidth, always 60,622 HEC errors (up). Output power, line attenuation and SN margin numbers vary slightly.
Has something got "stuck"?
I've not contacted PN CS yet, thought I'd give the forum a go first. Perhaps someone could advise if I do need to contact them to raise a ticket.
Thanks,
Paul.
13 REPLIES
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: 18-07-2007

Re: Super slow broadband

Hi there,
Your profile was banded as a result of the fault, hence the max downstream sync speed of 288kb/s. I've requested an SNR reset which should take effect within the next couple of hours or so, that should remove the banding and allow your line to resync at its maximum available speed.
Hope that helps, please let us know.
paul4
Newbie
Posts: 9
Registered: 29-05-2013

Re: Super slow broadband

Thanks Matt, that seems to have done the trick. Back up to 2.07 Mbps  Smiley
Latest data from the router:
Uptime: 0 days, 2:31:38
DSL Type: G.992.5 annex A
Bandwidth (Up/Down) [kbps/kbps]: 448 / 5,459
Data Transferred (Sent/Received) [kB/kB]: 0.00 / 0.00
Output Power (Up/Down) [dBm]: 11.5 / 19.0
Line Attenuation (Up/Down) [dB]: 25.0 / 48.0
SN Margin (Up/Down) [dB]: 9.5 / 6.5
Vendor ID (Local/Remote): TMMB / TSTC
Loss of Framing (Local/Remote): 11 / 0
Loss of Signal (Local/Remote): 1 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): 0
Error Seconds (Local/Remote): 11 / 0
FEC Errors (Up/Down): 16 / 0
CRC Errors (Up/Down): 16 / 994
HEC Errors (Up/Down): 60,634 / 627
Just one question if I may? BT Speedtester is reporting IP Profile of 4.81 Mbps (in line with sync speed above) so can I expect a bit better speed perhaps when it is a little less busy?
Paul
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: 18-07-2007

Re: Super slow broadband

Hi,
That was my bad, sorry about that - I was expecting the profile to go back up to where it was prior to the fault so set our profile to match... but it's more than doubled!
Fantastic news though, really hope it stays that way for you - I've bumped your profile on our side to 4800 to match that set on BTs, so you should now be getting the full speed Smiley
paul4
Newbie
Posts: 9
Registered: 29-05-2013

Re: Super slow broadband

Thanks Matt, but so far doesn't seem to have made much difference  Sad as can be seen from the BT Speedtester results below (taken at 3 o'clock).
Must admit I was a bit surprised at how high the sync speed had gone but I put it down to perhaps our phone line had been poor for a long time. It was the "original" 2-core flat cable. We've been in the house 25 years so it was older than that.
1. Best Effort Test:  -provides background information.
Download  Speed
2.2 Mbps
Download speed achieved during the test was - 2.2 Mbps
For your connection, the acceptable range of speeds is 2 Mbps-7.15 Mbps.
IP Profile for your line is - 4.81 Mbps
2. Upstream Test:  -provides background information.
Upload Speed
0.33 Mbps
Upload speed achieved during the test was - 0.33Mbps
Additional Information:
Upstream Rate IP profile on your line is - 0.45 Mbps
Any thoughts? I guess I can live with 2 Mbps but it would have been nice to get more.
Paul
RPMozley
Aspiring Pro
Posts: 1,118
Thanks: 30
Fixes: 5
Registered: 04-11-2011

Re: Super slow broadband

Has a drop in PPP and reconnect occurred since PN IP Profile was changed? If not you need to start a new PPP session for the new speed to be applied to your connection.
That's RPM to you!!
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: 18-07-2007

Re: Super slow broadband

^ That'll be it Smiley Normally a profile change would cause a drop in PPP, but if it doesn't (as in this case) just disconnect and reconnect via the router's web page - don't turn it off and on again if you can avoid it - and you should get the new speed.
Thanks RPM Smiley
paul4
Newbie
Posts: 9
Registered: 29-05-2013

Re: Super slow broadband

Thanks RPM and Matt
Getting a bit complicated, there's good news and bad news!
Router has just started a new session of its own accord. Good news is download speed is 3.93 Mbps but bad news is sync speed has dropped to 3847 kbps. IP Profile 3.39 Mbps. I thought the first figures were too good to be true!
FYI I've attached the latest router stats and BT Speedtest results.
Uptime: 0 days, 0:17:05
DSL Type: G.992.5 annex A
Bandwidth (Up/Down) [kbps/kbps]: 448 / 3,847
Data Transferred (Sent/Received) [kB/kB]: 0.00 / 0.00
Output Power (Up/Down) [dBm]: 11.5 / 18.0
Line Attenuation (Up/Down) [dB]: 25.0 / 48.0
SN Margin (Up/Down) [dB]: 14.5 / 13.5
Vendor ID (Local/Remote): TMMB / TSTC
Loss of Framing (Local/Remote): 11 / 0
Loss of Signal (Local/Remote): 1 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): 0
Error Seconds (Local/Remote): 35 / 0
FEC Errors (Up/Down): 0 / 0
CRC Errors (Up/Down): 0 / 4
HEC Errors (Up/Down): 60,644 / 2
1. Best Effort Test:  -provides background information.
Download  Speed
3.93 Mbps
Download speed achieved during the test was - 3.93 Mbps
For your connection, the acceptable range of speeds is 1.2 Mbps-4 Mbps.
IP Profile for your line is - 3.39 Mbps
2. Upstream Test:  -provides background information.
Upload Speed
0.38 Mbps
Upload speed achieved during the test was - 0.38Mbps
Additional Information:
Upstream Rate IP profile on your line is - 0.45 Mbps
Slightly concerned the SNR has gone up. Will monitor situation over the next few days and see what happens.
Paul
paul4
Newbie
Posts: 9
Registered: 29-05-2013

Re: Super slow broadband

Update 9/6/2013:
Been monitoring router stats, BT Speedtest and my PN reported current line speed. Everything seems to have settled down.
Router stats:
Bandwidth stable at around 5,400 kbps
S/N margin stable at between 6.0 and 6.5 dB
BT Speedtest:
Initially was getting around 4.5 Mb but since 3/6 now consistently around 3.6 - 3.7 Mb
IP Profile pretty consistent throughout at 4.76
PN reported current line speed:
Initially was 4.8 Mb but now seems "stuck" at 3.3 Mb.
Must admit I'm pretty happy with the 3.6 Mb (as it's about 50% faster than at the start of this) but if I could get back to over 4 Mb that would be even better  Smiley
Community Veteran
Posts: 6,314
Thanks: 86
Fixes: 3
Registered: 08-01-2008

Re: Super slow broadband

Quote from: paul4
PN reported current line speed:
Initially was 4.8 Mb but now seems "stuck" at 3.3 Mb.

Post here: http://community.plus.net/forum/index.php/topic,101517.0.html and hopefully you can get that resolved.
Call me 'w23'
At any given moment in the universe many things happen. Coincidence is a matter of how close these events are in space, time and relationship.
Opinions expressed in forum posts are those of the poster, others may have different views.
Community Veteran
Posts: 19,101
Thanks: 443
Fixes: 21
Registered: 31-08-2007

Re: Super slow broadband

I'm glad things seem to have settled down but I suggest you keep a careful eye/ear on things as you may still have a residual bad connection somewhere or a bad source of interference. The stats you posted in reply #7 when there was an unexpected restart showed a significant jump in the SN Margin as you noted, but I assume there's been at least one other resync since which may have been DLM during line training.
paul4
Newbie
Posts: 9
Registered: 29-05-2013

Re: Super slow broadband

Thanks w23, will do. Had been reading that particular topic and did think it looked relevant.
Thanks Anotherone. From what I've seen on the router stats there have been at least two if not three resyncs in the last week but in each case the bandwidth figures were over 5,400 kbps and the S/N margin either 6.0 or 6.5. Current readings are:
Uptime: 1 day, 2:43:54
DSL Type: G.992.5 annex A
Bandwidth (Up/Down) [kbps/kbps]: 448 / 5,403
Data Transferred (Sent/Received) [kB/kB]: 0.00 / 0.00
Output Power (Up/Down) [dBm]: 11.5 / 18.5
Line Attenuation (Up/Down) [dB]: 25.5 / 48.0
SN Margin (Up/Down) [dB]: 9.5 / 6.0
As I said in my reply #8 I'm pretty happy with a download speed of 3.6 Mb, it's just having seen the topic mentioned by w23 about IP profiles not updating I'm getting greedy!  Smiley
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: 13-07-2012

Re: Super slow broadband

Hi paul4,
Your profile is now inline with your sync rate, so you should now see an increase in speed Smiley
paul4
Newbie
Posts: 9
Registered: 29-05-2013

Re: Super slow broadband

Thanks Chris, that's sorted it, now running at 4.7 Mb
Super fast broadband now! (Well to me anyway  Smiley )