What's happened to my connection?
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What's happened to my connection?
21-09-2015 9:11 PM
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However, despite several router restarts once service was restored in the following days, my downstream speed has never recovered. It's now reporting at just over 7Mbps, with a S/N of at least 6dB. What's worse, file downloading speeds have dropped from as much as 950 KB/s to a maximum of 650 KB/s, and at times today have dropped to only double figures - it felt like using dial-up again! Line attenuation in both directions is virtually unaltered, and I would stress that there have been no changes to my computer, router or phone line set-up at home.
I realise speeds can vary with congestion and other factors, but there seems to have been a permanent deterioration in speed since 10 September, at least for me in this exchange area. Is there any hope that things will revert to something like their previous state?
Re: What's happened to my connection?
23-09-2015 12:44 AM
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In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
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Re: What's happened to my connection?
23-09-2015 2:02 PM
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There you go - the Plusnet line speed page gives:
"Estimated line speed:
There's no speed estimate currently held on your account.
Current line speed:
6.3 Mb"
Of course, I don't have the equivalents for my line before 10 September, so you'll have to take my word for those figures!
Re: What's happened to my connection?
25-09-2015 10:21 AM
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The synch rate is slightly slow for the attenuation, though not much. It would appear that the target SNRM has been altered to 6dB and that there might be some interference occurring. Alternatively the repeated dropping of the link in an attempt to 'improve' it could we'll be a contributor to the slow down.
On a good line with no interference, one would expect the mid afternoon SNRM to be right on the target - either 3dB or 6dB.
Is your line quiet? Dial 17070 option 2 and do it periodically.
@crt,
What is the target SNRM on this line and can you provide a VR plot please?
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
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Re: What's happened to my connection?
25-09-2015 1:57 PM
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Re: What's happened to my connection?
25-09-2015 2:34 PM
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I thought the issue was down to routing, giving rise to DNS look-a-like problems?
Can you please confirm the target SNRM and line history please?
Kevin
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Re: What's happened to my connection?
25-09-2015 2:46 PM
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Loop loss: 40.5
SNR 5.6
Sync: 7210
Indicative Line Quality: R
Mean Time Between Errors Downstream (Seconds): 4
WBC 160K - 24M Medium delay (INP 1) 6dB Downstream, UC Low delay (INP 0) 6dB Upstream (ADSL2+)
Re: What's happened to my connection?
25-09-2015 6:10 PM
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Thanks for the info.
NorthPole,
MTBE looks really bad and the ILQ being red is not going to help get the SNRM back to 3dB soon. You are going to need to do the usual speed issues check - plug into the test socket (eliminates your internal wiring) and check the line for audible noise (dial 17070 option 2) on a regular basis - and then raise a fault report. The cause of the problem is way before the PlusNET network.
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: What's happened to my connection?
27-09-2015 5:39 PM
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Thanks for your follow-up on this. I'm away on holiday at present, but will do what you suggest by way of testing on my return and log a fault if it seems appropriate.
As regards the 10 September 'crash', although it may have had nothing to do with the line quality deteriorating, it does seem a strange coincidence, no? Some of the router restarts were my attempts to get a decent connection before realising there was a general problem.
Re: What's happened to my connection?
04-10-2015 2:31 PM
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I've now done the tests you suggested, and can't detect any noise on the line from the master socket other than a perhaps a very slight hiss. But I'm now stumped on how to actually raise a fault ticket - I've been round and round the Support pages without finding anything.
Re: What's happened to my connection?
04-10-2015 4:09 PM
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...PlusNet have rather hidden it!
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: What's happened to my connection?
04-10-2015 4:13 PM
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Perhaps post the stats and speed test again
Re: What's happened to my connection?
04-10-2015 4:54 PM
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Townman - it seems it's not possible then just to raise a ticket (as was the case previously), without going through the Troubleshooter?
Re: What's happened to my connection?
05-10-2015 1:03 AM
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In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: What's happened to my connection?
05-10-2015 11:50 AM
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