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Ticket question not answered

alanscarter
Newbie
Posts: 8
Registered: 31-07-2015

Ticket question not answered

Ticket number #107908938
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 !  ?Huh
10 REPLIES
cedlor
Grafter
Posts: 687
Thanks: 2
Registered: 02-04-2015

Re: Ticket question not answered

At 14mbps there should be no problem with graphics. I am regularly on 3mbps Sad and it works.
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
Plusnet Help Team
Plusnet Help Team
Posts: 13,322
Thanks: 223
Fixes: 65
Registered: 27-04-2007

Re: Ticket question not answered

Sorry to hear about the issues alanscarter.
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.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
alanscarter
Newbie
Posts: 8
Registered: 31-07-2015

Re: Ticket question not answered

I realize the speed tests fine, but it's noticeably slower which the test doesn't suggest,  I'm across the road from the exchange, so I don't understand why.
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


cedlor
Grafter
Posts: 687
Thanks: 2
Registered: 02-04-2015

Re: Ticket question not answered

Alan - can you delete your user name Smiley  from the post
alanscarter
Newbie
Posts: 8
Registered: 31-07-2015

Re: Ticket question not answered

Thanks  Roll eyes
alanscarter
Newbie
Posts: 8
Registered: 31-07-2015

Re: Ticket question not answered

Interesting point, I get high latency on Broadband tests so run a Tracert to Plusnet and found 75ms at one step in the Plusnet loop. the first step to my Router 1ms then next is only 13ms and after that 23ms within Plusnet addresses up to 75ms. 
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.
Estragon
Rising Star
Posts: 811
Thanks: 10
Registered: 07-02-2012

Re: Ticket question not answered

There are three separate pings on each hop of a tracert, and the average of the three is taken as that hop's time. They are not additive.
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 Smiley.
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.
alanscarter
Newbie
Posts: 8
Registered: 31-07-2015

Re: Ticket question not answered

I left Winmtr running for a short while Sunday evening.
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.
alanscarter
Newbie
Posts: 8
Registered: 31-07-2015

Re: Ticket question not answered

#108337775
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.
alanscarter
Newbie
Posts: 8
Registered: 31-07-2015

Re: Ticket question not answered

Chat couldn't help
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.