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Very slow broadband with regular drop outs

EggSandwich
Newbie
Posts: 5
Registered: ‎30-09-2014

Very slow broadband with regular drop outs

I'm hoping someone can help!  We've been very happy with Plusnet for over a year now, but in the last couple of weeks we've been getting regular drop outs.  The broadband will drop out for about a minute or two every hour or two and the speed has been getting slower and slower day by day.  The speed is now about 0.2Mbps, whereas two weeks ago we were getting about 6Mbps.
I logged a call at the weekend, but there has been no response to it at all yet.  The ticket number is: 92263817.
My Technicolor TG582n router says this:
Uptime: 0 days, 0:12:43
DSL Type: ITU-T G.992.5
Bandwidth (Up/Down) [kbps/kbps]: 440 / 7.818
Data Transferred (Sent/Received) [MB/MB]: 175,02 / 948,18
Output Power (Up/Down) [dBm]: 13,0 / 0,0
Line Attenuation (Up/Down) [dB]: 22,2 / 41,0
SN Margin (Up/Down) [dB]: 26,5 / 5,9
System Vendor ID (Local/Remote): TMMB / ----
Chipset Vendor ID (Local/Remote): BDCM / IFTN
Loss of Framing (Local/Remote): 313 / 0
Loss of Signal (Local/Remote): 61 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): -
Error Seconds (Local/Remote): 2.701 / 12
FEC Errors (Up/Down): 0 / 588
CRC Errors (Up/Down): 0 / 0
HEC Errors (Up/Down): 0 / 0
I'm afraid I don't know what any of that means though!  Is there anyone who can help, or do I have to wait for the plusnet guys to respond to the support ticket?
12 REPLIES
Superuser
Superuser
Posts: 13,053
Thanks: 4,347
Fixes: 26
Registered: ‎22-08-2007

Re: Very slow broadband with regular drop outs

Hi EggSandwich,
Welcome to the forums.
The modem stats provided are not too bad for your line, however they do not tell the full story.  Please see the speed issues thread at the top of this forum.
Can you please do a BT wholesale speed test and perform the further diagnostics, also find your current speed in the PlusNET portal.  Post both on here.
Is your phone quiet?  Dial 17070 option 2.
Are you plugged into the master socket?
There are other things which might need consideration, but let's do the basics first.
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: ‎26-11-2011

Re: Very slow broadband with regular drop outs

Hi Kevin and EggSandwich,
To assist you with investigating would could be causing problems here, I'll attach some line information.
It looks as though the IP Profile /bRAS Profile is lagging behind. The line is resync'd quite a few times, as you can see from the DLM information, the bRAS just hasn't caught up with where it should be yet :/
It's definitely worth finding out what's causing the sync drops on the connection.
Chris Pettitt
Cloud Environments Engineer
EggSandwich
Newbie
Posts: 5
Registered: ‎30-09-2014

Re: Very slow broadband with regular drop outs

Thanks for your help.  There has been a response to the ticket and an engineer has cleaned a junction and I assume reset something because the speed is now up to 3Mbs, but the drop outs are still happening, I guess the speed will drop again? 
The extra info you asked for:
BT Wholesale test:
1. Best Effort Test:  -provides background information.
Download  Speed
3.36 Mbps

0 Mbps 7.15 Mbps
Max Achievable Speed
Download speedachieved during the test was - 3.36 Mbps
For your connection, the acceptable range of speeds is 2 Mbps-7.15 Mbps.
IP Profile for your line is - 7.64 Mbps
2. Upstream Test:  -provides background information.
Upload Speed
0.36 Mbps

0 Mbps 0.45 Mbps
Max Achievable Speed
Upload speed achieved during the test was - 0.36Mbps
Additional Information:
Upstream Rate IP profile on your line is - 0.45 Mbps

We were unable to identify any performance problem with your service at this time.
It is possible that any problem you are currently, or had previously experienced may have been caused by traffic congestion on the Internet or by the server you were accessing responding slowly.
If you continue to encounter a problem with a specific server, please contact the administrator of that server in the first instance.

The plusnet portal says:
Estimated line speed:
6Mb (This may vary between 5.5Mb and 7.5Mb) - Checked on 2014-09-30 21:53:34
Current line speed:
3.5 Mb
The phone line is quiet.  The router is plugged into the master socket all the time, and I have tried the test socket too.  Using the phone will cause the connection to drop, but I unplugged the phone for a day and the connection continued to drop.  I've also tried using another router (albeit an old one) and had the same issues.
If you have any further ideas I'd be very grateful!
Thanks,
Chris
Superuser
Superuser
Posts: 13,053
Thanks: 4,347
Fixes: 26
Registered: ‎22-08-2007

Re: Very slow broadband with regular drop outs

Chris P,
Thanks for the data - something to play with!  Wink

Chris,
You'll need to wait a while to see if you are out of the woods yet.  When looking at issues such as this, one needs to see all of the data for a given point in time - modem stats - full BT speed test diagnostics results and PN current speed report.  The most important is the modem stats - that tells us what the line is doing and is not affected by congestion, wifi, LAN activity or what your PC is doing, which are all weaknesses of looking at just data speeds.
The BT and PN profiles being aligned mean that their systems are in synch.  The PN data profile determines the maximum data transfer speed.  The data profile should be 88.2% of the synch speed.  Right now, the PN profile is not aligned to the BT profile, there will be a delta report being queued for plusnet which when applied will cause a drop in the PPP session. When that comes through you will see an improvement in data speed.
Note when you have a line disconnecting on a frequent basis and reconnecting at varying speeds (as is - was - your line) you are going to also see profile adjustment PPP disconnects a little later when PN systems update.  You will therefore perceive twice the number of disconnections as you have resynchs - I hope that makes sense?
Looking at the info provided by Chris P. your line has been very variable up to over 9Mbps - the current BT profile suggests a synch speed of 8.6Mbps (please confirm with router stats) which is just on .  We therefore need to keep looking at what's happening here to seen if more can be squeezed out of the line with stability.
Phone line - I know BT have poked around with it, but it pays to check.  Is it noisy?  Dial 17070 option 2 and do it from time to time.
Is the router in the master socket?  If in an extension, how are the extensions wired?  Wire colours and PIN numbers - only pins 2 and 5 needs to be connected.
A new set of stats would be useful please.  Then we can determine what (if anything) more needs to be done.
Kevin
EggSandwich
Newbie
Posts: 5
Registered: ‎30-09-2014

Re: Very slow broadband with regular drop outs

Hi Kevin,
Thanks again for your help and explanations, that I think I just about followed (my lack of understanding, no reflection on the quality of your explanation!).  The key point for me is that it seems to still drop out in order to make the line go faster again, which I can understand.
Today the speed has been much better, back up to 6.5Mbps, and I've not noticed any dropouts, so hopefully the cleaned junction did the trick.  But I guess I'll need to wait a couple of days to be completely sure.
New router stats are:
Uptime: 0 days, 2:37:39
DSL Type: ITU-T G.992.5
Bandwidth (Up/Down) [kbps/kbps]: 440 / 8.359
Data Transferred (Sent/Received) [MB/GB]: 440,59 / 1,89
Output Power (Up/Down) [dBm]: 13,0 / 0,0
Line Attenuation (Up/Down) [dB]: 22,5 / 41,5
SN Margin (Up/Down) [dB]: 26,3 / 3,9
System Vendor ID (Local/Remote): TMMB / ----
Chipset Vendor ID (Local/Remote): BDCM / IFTN
Loss of Framing (Local/Remote): 715 / 0
Loss of Signal (Local/Remote): 119 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): -
Error Seconds (Local/Remote): 7.340 / 39
FEC Errors (Up/Down): 0 / 372.430
CRC Errors (Up/Down): 4 / 214
HEC Errors (Up/Down): 7 / 5.784
Chris
Plusnet Help Team
Plusnet Help Team
Posts: 13,763
Thanks: 268
Fixes: 78
Registered: ‎27-04-2007

Re: Very slow broadband with regular drop outs

Hi all,
Glad to see things have improved, want me to get the fault ticket closed off?
Here's a graph to show you our view of your connectivity over the past week:
<img src="http://community.plus.net/visualradius/generated/image14123251727849.png"/>
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Superuser
Superuser
Posts: 13,053
Thanks: 4,347
Fixes: 26
Registered: ‎22-08-2007

Re: Very slow broadband with regular drop outs

Chris,
Can you please grab the router logs so that we can see the details if the two drops between 5&6.
EggSandwich
Newbie
Posts: 5
Registered: ‎30-09-2014

Re: Very slow broadband with regular drop outs

Hi Kevin and Adam,
It seems like the problems are all back again, please, Adam, therefore don't close the ticket!
I couldn't get the router logs as the router was non-responsive.  I could ping it, and the internet was still visible and working but trying to connect to its admin pages just timed out.  I restarted it and can see the log, but it looks to me as though it was reset:
Info Oct 3 21:34:28 LOGIN User chris logged in on [HTTP] (from 192.168.1.70)
Info Oct 3 21:17:10 SNTP Synchronised to server: 212.159.6.10
Error Oct 3 21:17:10 SNTP Systemtime update: time setting 00:05:50 > new time setting: 21:17:10
Info Jan 1 00:04:58 CONFIGURATION saved by TR69
Info Jan 1 00:04:44 FIREWALL event (1 of 1): deleted rules
Warning Jan 1 00:04:43 PPP link up (Internet) [146.90.182.206]
Info Jan 1 00:04:43 PPP CHAP Chap receive success : authentication ok
Info Jan 1 00:04:43 PPP CHAP Receive challenge (rhost = PTW-AG03)
Info Jan 1 00:04:42 PPP CHAP Receive challenge (rhost = bras-red15.sl)
Info Jan 1 00:04:29 FIREWALL event (1 of 14): modified rules
Info Jan 1 00:04:29 FIREWALL event (1 of 23): created rules
Warning Jan 1 00:04:29 PPP link down (Internet) [87.113.184.239]
Info Jan 1 00:02:12 CONFIGURATION saved by TR69
Info Jan 1 00:01:59 FIREWALL event (1 of 5): deleted rules
Warning Jan 1 00:01:58 PPP link up (Internet) [87.113.184.239]
Info Jan 1 00:01:58 PPP CHAP Chap receive success : authentication ok
Info Jan 1 00:01:58 PPP CHAP Receive challenge (rhost = PCL-AG0Cool
Info Jan 1 00:01:57 PPP CHAP Receive challenge (rhost = bras-red15.sl)
Info Jan 1 00:01:44 xDSL linestate up (ITU-T G.992.5; downstream: 3352 kbit/s, upstream: 440 kbit/s; output Power Down: 20.2 dBm, Up: 11.9 dBm; line Attenuation Down: 44.0 dB, Up: 24.5 dB; snr Margin Down: 6.4 dB, Up: 13.9 dB)
Info Jan 1 00:01:18 xDSL linestate down
Error Jan 1 00:01:08 [ANTI_SPOOFD] (err) llist_getobject_at for ENV.ANTI_SPOOFD's value failed
Info Jan 1 00:00:48 xDSL linestate down
Warning Jan 1 00:00:39 DHCS server up
Info Jan 1 00:00:39 FIREWALL event (1 of 1): deleted rules
Info Jan 1 00:00:38 FIREWALL level changed to Standard.
Info Jan 1 00:00:37 FIREWALL event (1 of 1): modified rules
Info Jan 1 00:00:37 FIREWALL event (1 of 1): created rules
Error Jan 1 00:00:30 UPnP framework disabled
Error Jan 1 00:00:28 UPnP framework disabled
Error Jan 1 00:00:26 UPnP framework disabled
Warning Jan 1 00:00:14 KERNEL Cold restart
I've had several drop outs today too and the speed has dropped again.  Yesterday it was at 6.5Mbs, today it's only 3Mbps.
Router stats:
Uptime: 0 days, 0:26:40
DSL Type: ITU-T G.992.5
Bandwidth (Up/Down) [kbps/kbps]: 440 / 3.352
Data Transferred (Sent/Received) [MB/MB]: 1,17 / 5,82
Output Power (Up/Down) [dBm]: 11,9 / 0,0
Line Attenuation (Up/Down) [dB]: 24,5 / 44,0
SN Margin (Up/Down) [dB]: 9,4 / 2,8
System Vendor ID (Local/Remote): TMMB / ----
Chipset Vendor ID (Local/Remote): BDCM / IFTN
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): -
Error Seconds (Local/Remote): 0 / 0
FEC Errors (Up/Down): 0 / 6.204
CRC Errors (Up/Down): 0 / 0
HEC Errors (Up/Down): 0 / 0
BT Wholesale Test:

FAQ
Results Image not loaded

1. Best Effort Test:  -provides background information.
Download  Speed
2.93 Mbps

0 Mbps 4 Mbps
Max Achievable Speed
Download speedachieved during the test was - 2.93 Mbps
For your connection, the acceptable range of speeds is 1.2 Mbps-4 Mbps.
IP Profile for your line is - 2.96 Mbps
2. Upstream Test:  -provides background information.
Upload Speed
0.34 Mbps

0 Mbps 0.45 Mbps
Max Achievable Speed
Upload speed achieved during the test was - 0.34Mbps
Additional Information:
Upstream Rate IP profile on your line is - 0.45 Mbps

We were unable to identify any performance problem with your service at this time.
It is possible that any problem you are currently, or had previously experienced may have been caused by traffic congestion on the Internet or by the server you were accessing responding slowly.
If you continue to encounter a problem with a specific server, please contact the administrator of that server in the first instance.
I tried the quiet line test, there was a little bit of hiss, but the only phone we have is wireless and has always been like that.  However, trying the quiet line caused the broadband to drop out!  Does that mean there's still a problem on the line?
The router is connected into the master socket, and there are no extensions.  I tried taking off the face plate and connecting into the test socket too, and that didn't make any difference.
Do you have any more ideas?!
Thanks,
Chris
Plusnet Help Team
Plusnet Help Team
Posts: 1,953
Thanks: 22
Fixes: 5
Registered: ‎24-07-2014

Re: Very slow broadband with regular drop outs

Hi,
I can confirm your connection status looks particularly bad at the moment. We've left ticket 92263817 open with our faults team for them to investigate further.
A telephone line test from our side doesn't show up any particular fault, and this been the case we need to concentrate on looking at the intermittent connection. The next course of action is for us to do a full (broadband) line test for you and determine if we need to arrange an engineer or possibly another router. Looking at the logs themselves, I don't think this is something that we can resolve remotely.
Tony
If this post resolved your issue please click the 'This fixed my problem' button
 Tony T
 Plusnet Help Team
EggSandwich
Newbie
Posts: 5
Registered: ‎30-09-2014

Re: Very slow broadband with regular drop outs

Tony,
Thanks for the update.  Do you know when the faults team might look at it?  There's been no update to the ticket since last Tuesday.
Are there any other tests that I can do?  I have tried a different router (albeit an old, talk talk, wired one).  Could my computer be causing issues?
Chris
Superuser
Superuser
Posts: 13,053
Thanks: 4,347
Fixes: 26
Registered: ‎22-08-2007

Re: Very slow broadband with regular drop outs

Chris,
No, it's highly unlikely to be your computer.
Can you keep an eye out fir oho be calls being associated with line drops please.
Kevin
Plusnet Help Team
Plusnet Help Team
Posts: 1,953
Thanks: 22
Fixes: 5
Registered: ‎24-07-2014

Re: Very slow broadband with regular drop outs

Quote from: EggSandwich
Tony,
Thanks for the update.  Do you know when the faults team might look at it?  There's been no update to the ticket since last Tuesday.
Are there any other tests that I can do?  I have tried a different router (albeit an old, talk talk, wired one).  Could my computer be causing issues?
Chris

Hi,
I've spoken to our faults team about this for you and it will be picked up this afternoon.
As has been said, this kind of problem wouldn't normally be a computer itself. Internal wiring/filters/routers are a possibility, but you appear to have checked this already.
Tony
If this post resolved your issue please click the 'This fixed my problem' button
 Tony T
 Plusnet Help Team