Ticket question not answered
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Ticket question not answered
31-07-2015 5:07 PM
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I was notified on Monday that changes had been made but still the disconnections keep happening. One of the changes was to enable DLM, but that won't work with disconnections as the line will never stabilise. I have been waiting since Tuesday for some reponse to my message on the ticket page, it's now Friday.
Email to Support bounced back and phone queue is too long, so I registered here because there seems to be no other way to contact Plusnet..
I have just moved from BT and never had any problem with disconnections or speed, just the cost, nothing has changed except the Router, but now latency has increased from 40 with BT to 102 with Plusnet and the speed has gone from 19 down to 14. Graphical sites such as EBay are now slow and jerky when scrolling with regular buffering hang ups.
Help ! ?
Re: Ticket question not answered
31-07-2015 6:21 PM
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Can you post the stats off your router and the speed at plusnet - see link at bottom of post.
Also see this thread http://community.plus.net/forum/index.php/topic,142206.0.html ; from a few hours ago
Re: Ticket question not answered
31-07-2015 6:58 PM
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I've taken a look at the open ticket and it looks likely that the next step would be an engineer visit.
Our faults guys will get back to you soon.
Re: Ticket question not answered
31-07-2015 7:02 PM
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Latency is higher though.
And, more importantly, there is an unresolved issue with disconnects that isn't being addressed.
Estimated line speed:
17Mb (This may vary between 10Mb and 19.5Mb) - Checked on 2015-06-17 18:25:01
Current line speed:
15 Mb
===============
Router Stats ( It disconnected again 11 minutes ago ! )
1 - Product name: Plusnet Router
2 - Serial number: N7150261B000464
3 - Firmware version: 7.273.1_F2704N_Plusnet
4 - Board version: F@ST2704N
5 - Mode ADSL
6 - Uptime: 0 days 00:11:26
7 - Data rate: 1267/18119
8 - Maximum data rate: 1240/18052
9 - Noise margin: 5.0/8.9
10 - Line attenuation: 6.7/11.0
12 - Data sent/received: 1.9M/7.9M
20 - Broadband username: WHOOPS !
21 - Wi-Fi network/SSID: PLUSNET-Q7R9NH
22 - Wi-Fi connections: Enable(802.11 b/g/n(up to 144 Mb/s))20 MHz WPS enabled
23 - Wi-Fi security: WPA2
24 - Wi-Fi channel: Automatic (Smart Wireless)
25 - Firewall: Default
26 - MAC Address: 44:e9:dd:a3:ee:0f
27 - Software variant Version 1.0
28 - Boot loader: 7.273.1
================
Statistics -- xDSL
Mode: ADSL_2plus
Traffic Type: ATM
Status: Up
Link Power State: L0
Downstream Upstream
Line Coding(Trellis): On On
SNR Margin (1 dB): 8.9 3.9
Attenuation (1 dB): 11.0 6.7
Output Power (1 dBm): 0.0 12.6
Attainable Rate (Kbps): 17996 1232
Path 0 Path 1
Downstream Upstream Downstream Upstream
Rate (Kbps): 18119 1267 0 0
MSGc (# of bytes in overhead channel message): 51 66 0 0
B (# of bytes in Mux Data Frame): 215 39 0 0
M (# of Mux Data Frames in FEC Data Frame): 1 1 0 0
T (Mux Data Frames over sync bytes): 3 1 0 0
R (# of check bytes in FEC Data Frame): 0 0 0 0
S (ratio of FEC over PMD Data Frame length): 0.3808 0.9846 0.0 0.0
L (# of bits in PMD Data Frame): 4537 325 0 0
D (interleaver depth): 1 1 0 0
Delay (msec): 0 0 0.0 0.0
INP (DMT symbol): 0.00 0.00 0.0 0.0
Super Frames: 554179 509279 0 0
Super Frame Errors: 441 163 0 0
RS Words: 0 2384406 0 0
RS Correctable Errors: 0 0 0 0
RS Uncorrectable Errors: 0 0 0 0
HEC Errors: 145 212 0 0
OCD Errors: 0 0 0 0
LCD Errors: 0 0 0 0
Total Cells: 25095030 1743672 0 0
Data Cells: 144975 41392 0 0
Bit Errors: 0 0 0 0
Total ES: 10 20
Total SES: 10 0
Total UAS: 116 106
Re: Ticket question not answered
31-07-2015 7:25 PM
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Re: Ticket question not answered
31-07-2015 7:34 PM
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Re: Ticket question not answered
01-08-2015 11:03 AM
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So I Pinged my gliding club website in the Cotswolds and got an acceptable 13ms. Ping to Plusnet got 56ms.
I don't think it's a problem at my end because I never had any with BT and all I've done is change the modem and provider. The wiring is all the same. Latency with BT was 42, now with Plusnet it's above 102.
Tracert to Plusnet attached.
Highest 66ms this time and I think all the others add up too.
Re: Ticket question not answered
02-08-2015 11:30 PM
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A high intermediate ping means nothing so long as later hops drop back to the lower values or thereabouts. It just means the relevant router has better things to do than prioritise ping responses :).
If a hop gets three high values and all subsequent hops reflect that rise, then there is a problem at that hop because it means the ping packets to the later ones are being delayed. If the subsequent ones vary wildly it can suggest congestion at the first high one.
Re: Ticket question not answered
03-08-2015 8:52 AM
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I'm trying to understand why I get such good Up and Down speeds but so much lag on graphical websites when scrolling, it appears to be bufferring when loading pictures on sites like BBC News and Ebay.
And then there's the disconnection problem, even though it's connected to the BT Test Socket.
I put these results here because Support are looking at them too.
Any insight is very welcome.
Re: Ticket question not answered
03-08-2015 8:03 PM
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Closed while I was typing an update !
Please can someone in Support re open it.
I can't get through on Chat or phone.
The Text message which Support sent me on Sunday asked for me to reply to it when I had done what they asked, I replied to the Text twice and got a pointless message each time which was obviously automatic.
Now I'm stuck with a disconnecting Router and no means of updating Support other than here.
I'm beginning to wish I had stayed with BT and their bigger bill.
Re: Ticket question not answered
04-08-2015 1:52 PM
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Reply to text message sent from Support asking me to reply to it just gave me a pre written message claiming not to know what I was on about and to phone CS.
Line stayed intact for 20 hours. Fitted BT Mk3 Interstitial ADSL Faceplate today at 13.30, line tests at 17.6mbps and 1.1 mbps and 15ms latency on BBSpeedtest, so I think I'll live with the odd disconnection for now.
Until it gets worse.
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