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can anyone help? recurring problem with dire speeds...

Thumb866
Grafter
Posts: 38
Registered: 12-05-2012

can anyone help? recurring problem with dire speeds...

I am having a problem with severely slow speeds that render the internet pretty much unusable.
The issue can start out of the blue or can, as in the present case, be triggered by use of the home phone. Sometimes it lasts for hours, sometimes for days. It has been known to resolve spontaneously or through restarting the router in the past.
I'm pretty much at a loss as to what may be causing this. Its extremely frustrating. So far on this occasion I've tried all that test socket stuff..resetting/restarting the router (at least a dozen times) etc.
Stats:

Link Information
Uptime: 0 days, 0:16:22
DSL Type: ITU-T G.992.1
Bandwidth (Up/Down) [kbps/kbps]: 448 / 1.376
Data Transferred (Sent/Received) [kB/MB]: 985,46 / 2,64
Output Power (Up/Down) [dBm]: 12,7 / 15,7
Line Attenuation (Up/Down) [dB]: 31,5 / 61,0
SN Margin (Up/Down) [dB]: 14,0 / 16,3
System Vendor ID (Local/Remote): TMMB / ----
Chipset Vendor ID (Local/Remote): BDCM / IFTN
Loss of Framing (Local/Remote): 0 / -
Loss of Signal (Local/Remote): 0 / -
Loss of Power (Local/Remote): 0 / -
Loss of Link (Remote): -
Error Seconds (Local/Remote): 0 / -
FEC Errors (Up/Down): 0 / 20
CRC Errors (Up/Down): 0 / 0
HEC Errors (Up/Down): - / 0 / 0

Current download speed according to speedtest is about 0.16
11 REPLIES
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: can anyone help? recurring problem with dire speeds...

Hi Thumb866,
I'm really sorry to hear that you're having problems with your broadband speeds. You mentioned that it can correlate to your Home Phone, in what way? Does the connection drop when you pick it up or make/receive a call?
Chris Pettitt
Cloud Environments Engineer
Thumb866
Grafter
Posts: 38
Registered: 12-05-2012

Re: can anyone help? recurring problem with dire speeds...

Yes, frequently happens when the home phone is in use.
Thumb866
Grafter
Posts: 38
Registered: 12-05-2012

Re: can anyone help? recurring problem with dire speeds...

Usually, although not always, the problem is resolved by restarting the router.
This is one of those times where that has not worked though...
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: can anyone help? recurring problem with dire speeds...

Do you have an alternative router you can try?
Chris Pettitt
Cloud Environments Engineer
Thumb866
Grafter
Posts: 38
Registered: 12-05-2012

Re: can anyone help? recurring problem with dire speeds...

nope Sad
Its reared its head again after a short period of normality! aaarrghh
I think the router is responsible as ive tried everything else I can think of....hmmmm
dick:quote
Superuser
Superuser
Posts: 12,608
Thanks: 3,882
Fixes: 25
Registered: 22-08-2007

Re: can anyone help? recurring problem with dire speeds...

Hi I would not jump to that conclusion just yet. Those line stats are not good.
The figures suggest you are on a long 20CN line and therefore quite likely rural.  For the 16 minutes of connect time the 20 errors are neither here nor there. It would be interesting to see the same data after a good few hours of operation.
The SNRM is high which points to either a history of disconnections or REIN both of which can be difficult to fix.  So let's work through the basics...
1. Is the phone li e noisy - all the time or when you notice the problem?  Does the problem occur or get better in association with making a call / receiving a call?  Do a quite line test frequently - dial 17070 option 2.  You might find it quite sometimes but noisy at others. If the problem goes away when you pick up the phone, you might never hear noise associated with the problem. If this is what you've got you'll have to do some detailed monitoring to confirm it, but that's for a later date.
2. Have you tried a different filter?
3. Are you connected to the master socket or an extension socket?  If the latter, please remove the face plate from the master socket. Connect the router there and repost the stats. Try noisy line test from here. If this is better there's a problem with the internal wiring.
4. If you can try borrowing another router to (at least) compare the router stats.
5. Raise a fault report here - http://faults.plus.net
Thumb866
Grafter
Posts: 38
Registered: 12-05-2012

Re: can anyone help? recurring problem with dire speeds...

Well, its happening AGAIN. I had about a week of everything being back to normal.
I'm really, really, really fed up and frustrated with this. Considering cancelling my subscription; I'm going to off to uni next month so there'll be nobody using the broadband anyway.
I am not rural. I live only about a mile away from the telephone exchange. I seriously think its the router that is causing all these problems.
Is there absolutely nothing plusnet can do to look into this from there end?
Superuser
Superuser
Posts: 12,608
Thanks: 3,882
Fixes: 25
Registered: 22-08-2007

Re: can anyone help? recurring problem with dire speeds...

Can you please respond to the questions in my previous post.
You state that you are about a mile from the exchange.  The reported attenuation figure suggests a line length of 4.4km which is vastly longer than a mile.
The synch speed is half that expected for the reported attenuation figure.  The SNRM figure is much higher than ideal, which points to the DLM attempting to improve stability.
Loss of synch associated with phone use is often associated with a faulty filter - have you changed it, or sometimes REIN.  We can look at that when all other issues have been addressed.  There us some possibility that there us a line fault, however ideally borrowing another router would be wise so as to negate the risk of being charged for "fault found in subscriber's equipment" by BTOR.  Do you EVER hear noise on the phone line -  PARTICULARLY when you perceive the problem?  Wink
Kevin
Acassim
Grafter
Posts: 1,075
Thanks: 1
Registered: 11-06-2007

Re: can anyone help? recurring problem with dire speeds...

Hi All,
I'm sorry to hear that the issue has returned Thumb,
I've had a look into the problem on our side for you and it seems that you've suffered a spate of disconnections (as seen ion the graph below) which has means that the exchange equipment has pushed the speed back in order to try and maintain the connection.
<img src="http://community.plus.net/visualradius/generated/image14084618022402.png"/>
Now running a quick fault check on the line has flagged a mismatch in the speed profiles of the BRAS and DSLAM which is noteworthy however I don't think that this is the cause of the issue that you're seeing and something more serious is causing the problems.
As such I have pushed this back to BT for them to investigate this further for you and have raised a fault ticket on your account for you. If you keep an eye on this ticket you should see an update within the next 48 hours or as soon as we have the details of the further testing from BT.
Thumb866
Grafter
Posts: 38
Registered: 12-05-2012

Re: can anyone help? recurring problem with dire speeds...

Thank you.  Smiley
How do I keep an eye on the ticket? Sorry if this is a stupid question...
Moderator
Moderator
Posts: 26,969
Thanks: 1,761
Fixes: 135
Registered: 14-04-2007

Re: can anyone help? recurring problem with dire speeds...

Not stupid at all Smiley
You can view your tickets (questions) here https://www.plus.net/wizard/?p=search

Customer and Forum Moderator.