Very, very unhappy customer

[#1]

Hello Plusnet.
As you can probably see from the topic title, this isn't going to be a very complimentary exchange, I am increasingly dissatisfied with the service I am receiving. It will be difficult not to be offensive or sarcastic during this post and I will endeavour to not be.
My previous ISP was AOL, I was with them for around 7 years and was fed up with the poor service I was receiving, I saw many adverts on the TV about Plusnet and decided to switch in December/January in hope of a better deal both financially and connection wise. Switching was very easy, once AOL had finally got it into their heads I wanted to leave. Once providers had been switched I was eventually able to get a half decent reliable connection after days on this forum and help from Plusnet staff and other contributors, if I remember correctly an SN reset solved the major problem.
Once this speed problem had been resolved the connection was fine for around 2-3 months, with a stable 1.8Mb/s download speed, in recent months the connection has suffered majorly, I was on this forum yet again about a month ago when speeds had fallen right off and the connection kept dropping out completely. After a few days my post was answered and I was told that my IP Profile was set at 1.75 and that the connection would improve within 72 hours. This never really fixed anything and in the past week the connection has reached an all time low and I can only describe the current service as 'censored'. It has reached the point that my very slow upload speed is now quicker than the download speed. I am currently receiving about 0.1Mb/s which is totally unacceptable especially seeing as just a few months ago it was much higher.
There must be some underlying problem here, I have done all that I can at my end of the line; the router is plugged directly into the BT test socket, with no extensions. There are no other devices in the vicinity of the router which could cause interference, and I am connecting to the router with a wired connection via Ethernet. I have reset the router several times over the period of the last couple of months in the hope of an at least temporary fix but nothing has prevailed.
Please could someone at Plusnet help before a speed test comes back negative.
Thank you.
Below are details taken from my router:
Uptime: 0 days, 0:40:03
DSL Type: G.992.1 annex A
Channel mode: Interleave
Maximum Bandwidth (Up/Down) [kbps/kbps]: 804 / 2,432
Bandwidth (Up/Down) [kbps/kbps]: 448 / 2,336
Data Transferred (Sent/Received) [kB/MB]: 0.00 / 8.32
Output Power (Up/Down) [dBm]: 12.5 / 17.5
Line Attenuation (Up/Down) [dB]: 31.5 / 63.5
SN Margin (Up/Down) [dB]: 15.0 / 5.5
Vendor ID (Local/Remote): TMMB / P
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): 8 / 0
FEC Errors (Up/Down): 21 / 80,929
CRC Errors (Up/Down): 29 / 800
HEC Errors (Up/Down): 17 / 8,265

[#2]

There isn't much obviously with with those stats except that you have a lot of corrected errors for 40 minutes up time.
Can you run the full BT speed test and see if the IP profile is correct at 2060kbps and the Plusnet Current Line Speed at 2000kbps from https://portal.plus.net/my.html?action=data_transfer_speed
This assumes that you are on 21CN ADSL1
If you are on 20CN then the IP profile should be 2000kbps and the Plusnet figure the same
Did you initiate the resync or did it just happen

[#3]

Thank you for the response, I belive its 20CN, don't know how to check.
I am trying to run the bt speed test to check ip profile but an error message displays:
The Performance Tester is currently unable to run a speed test for your broadband connection. Please try again shortly, however if this problem persists, raise the issue with your service provider.
This was also the case a month ago when I tried to run it.

[#4]

OK
Can you provide the other information

[#5]

The resync was initiated my myself.
Current line speed:
Telephone number:
01400XXXXXX
Phone exchange:
CRANWELL
Estimated line speed:
2.0Mb (This may vary between 1Mb and 3Mb) - Checked on 2012-07-05 21:32:57
Current line speed:
0.25 Mb
Anything else I can provide?

[#6]

That answers the question as to why it is so slow and if you are on 20CN it could take a while to recover,
The speed is limited to 0.25Mb by the Plusnet mirror and probably by the BT IP profile.
The bit you didn't tell me was whether you initiated the resync or it just happened.
If it just happened then you will need to wait for it to be picked up in the morning by the Digital Care Team and then they should be able to post the disconnections on your line and it may give an idea of what is happening

[#7]

When I have had problems I have always selected the 'Restart my Thomson Gateway' in the router settings, if this is what you are referring to, this is what I did this evening. I have done this a few times within the last month. How do I get in touch with the Digital Care Team?

[#8]

With luck the team will pick up this thread in the morning.

[#9]

They will be back on the forums in the morning and should pick this up given the title

[#10]

When was the last time you raised a formal fault (ticket) about this and what was the outcome?
How long have you been plugged in to the test socket? (After BT has set your profile down low it can take several days before it is raised so you must leave it at least that long in the test socket to see if it makes a difference).

[#11]

@esberger2012 Sorry to hear about this issue and that I didn't reply to your post earlier,
Just to confirm firstly, your line is on 20CN as 21CN isn't available at your local exchange at present.
According to our connection logs there isn't really an issue with disconnections, although a few are seen I'd not be too concerned by their frequency as it shouldn't affect your speeds.
<img src="http://ccgi.psmith12.plus.com/visradius/generated/image13420232381453.png" />
I've performed a line test which shows that the SNR is quite low on the downstream (4.5) so I'm sure we can reach some improvement for you.
My advice to you at this stage is to raise this formally as a fault with us as I can't see that's been done yet and we can see how things go from there. If you do have any problems beyond that I'd urge you to to let me know and I'll be happy to intervene again:
https://portal.plus.net/apps/kbdfaults

[#12]

Sorry Adam, I feel I need to disagree with you there, I think a couple of basic checks would be sensible before raising a ticket.
esberger2012 would not appear to have what would be typically regarded as a dropping connection, as you have implied by your lack of concern about the frequency of the disconnections and especially as at least one of the recent ones has been initiated by doing a reboot. But esberger2012 would appeared to have had a low sync event which might have been due to static (lightning) with the current weather conditions.
The reported stats in the original post are quite good for a line of that length, but the recent test with an SNRM of 4.5dB at this time of day indicates some possible noise about, there is static about again today in some areas and with the current weather forecast it's unlikely to be much different periodically over the next couple of days, so I think a couple of basic checks would be sensible before raising a ticket.
@esberger2012
Firstly when you have a low sync event (for whatever the reason) the Exchange DLM will automatically lower the BT IP profile for the line to tally with whatever the low sync speed was. This will remain until a resync and you connect at a better speed (Bandwidth Down as reported by your particular modem/router) which you've now done. On a 20CN exchange this can infuriating sometimes take 3 days continuous connection at improved sync speed before the IP profile for the line is raised by DLM. Plusnet (nor any ISP) has any control over this.
Secondly, the Plusnet Current LIne speed has to go up to match which it should do automatically, but doesn't always and sometimes needs a kick.
You need to try and discover why you had a low sync event. It always pays to check your phone line first - can you hear/have you recently heard any audible crackling or other noises on the line when using the phone? If so, it needs to be reported to your phone line rental provider preferably when you can hear such noise, stating it's intermittent, and without mentioning the broadband (otherwise you can get the run around).
If you've not got audible noise then static or interference could be the cause. In your normal setup (when not plugged into the test socket) are you plugged into an extension socket - do you have any fixed extension sockets and wiring, or do you use any extension leads? When you've plugged into the test socket, have you tried an alternative filter at any time? To you have another modem/router to test with if need be?
Answers to those question could help to identify what's been going on.
And one caution - multiple disconnects or reboots can cause the exchange DLM to think you have a dropping connection and raise the Target SNRM which will result in slower speeds. It sounds as though this happened initially, which is why a line reset resolved the problem.

[#13]

I have raised a ticket, hopefully something comes of it.
Also, which I could have mentioned before is that I experience trouble with phone calls. When my landline is rung by a caller the phone with ring only once (at home I can hear the phone ring a single time, sometimes there is only a bleep and not a full ring and the caller only hears only a single ring in their earpiece. I am unable to end a phone call, when I put the phone down, the call will not hang up, even if I unplug the phone completely from the adsl filter and plug it back in the phone call is still active.

[#14]

Then you have a phone line fault which needs to be dealt with by you line rental provider. Until that is fixed your broadband performance will suffer.

[#15]

My broadband and phone supplier is Plusnet.