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new customer _ slow speed after 10 days

kemotr
Dabbler
Posts: 10
Registered: ‎30-04-2013

new customer _ slow speed after 10 days

hi, im new with plusnet package unlimited broadband and calls . My broadband service was activated on 18/04 and  think 10 days training just finished but download connection rate has never gone beyond 2300kBps for the last  few days and jumping all the time.(between 800-2300 max)  IP profile started at  5 mb then lower every day max speed was in the second day about 3500 kbps.There is only one socket in my flat and was ready for fibre  but i removed the face plate and router(Technicolor TG582n) is connected into the test socket 24/7, i have no phone no sky etc.  Let me share with you my today stats and can I ask for your suggestions of what could be wrong (can I get more upload speed, is it stuck IP profile I read about, etc. ?).
(see attachments). Thanks for any help.
Download speedachieved during the test was - 2.33 Mbps
For your connection, the acceptable range of speeds is 1.2 Mbps-4 Mbps.
IP Profile for your line is - 2.7 Mbps
Upload speed achieved during the test was - 0.29Mbps
Additional Information:
Upstream Rate IP profile on your line is - 0.45 Mbps
DSL Connection
Link Information

Uptime: 1 day, 19:39:21
DSL Type: ITU-T G.992.5
Bandwidth (Up/Down) [kbps/kbps]: 448 / 3.065
Data Transferred (Sent/Received) [MB/GB]: 249,36 / 1,31
Output Power (Up/Down) [dBm]: 12,0 / 20,6
Line Attenuation (Up/Down) [dB]: 24,2 / 42,5
SN Margin (Up/Down) [dB]: 18,9 / 7,5
System Vendor ID (Local/Remote): TMMB / ----
Chipset Vendor ID (Local/Remote): BDCM / TSTC
Loss of Framing (Local/Remote): 13 / 0
Loss of Signal (Local/Remote): 2 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): -
Error Seconds (Local/Remote): 167.435 / 6
FEC Errors (Up/Down): 275 / 487.321.922
CRC Errors (Up/Down): 606 / 1.444.903
HEC Errors (Up/Down): 172 / 14.312.873
17 REPLIES
RPMozley
Aspiring Pro
Posts: 1,119
Thanks: 30
Fixes: 5
Registered: ‎04-11-2011

Re: new customer _ slow speed after 10 days

Oh my, that's a lot of errors there on your line. The first thing to check is for noise / crackles on the phone line, call 17070 (on a corded phone if possible) and select option 2 for quiet line.
That's RPM to you!!
kemotr
Dabbler
Posts: 10
Registered: ‎30-04-2013

Re: new customer _ slow speed after 10 days

thanks for your reply RPMozley. yes i can hear very little crackles.what i should do now? thanks
PeeGee
Aspiring Pro
Posts: 1,106
Thanks: 56
Fixes: 3
Registered: ‎05-04-2009

Re: new customer _ slow speed after 10 days

Report a phone fault (login required) and Plusnet will test the line.
Plusnet Fibre (Sep 2014), Essentials (Feb 2013); ADSL (Apr 2009); Customer since Jan 2004 (on 28kb dial-up)
Using a TP-Link Archer VR600 modem-router.
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: ‎13-07-2012

Re: new customer _ slow speed after 10 days

Hi,
I can see that a phone line fault has been detected and this is set to be repaired by the 3rd May, let us know how you get on.
Welcome to our community forums too Smiley
kemotr
Dabbler
Posts: 10
Registered: ‎30-04-2013

Re: new customer _ slow speed after 10 days

Hi, bt engineer  turned up on Friday to fix something outside my flat, i was at work so don't known what was wrong. Only said to my mate "call me back if any problem". Since that i cant see any big change with my broadband or phone line.Oh one thing router keep connected all the time. Here my router stats. Need any help, please.
DSL Connection
Link Information

Uptime: 0 days, 18:49:58
DSL Type: ITU-T G.992.5
Bandwidth (Up/Down) [kbps/kbps]: 448 / 3,065
Data Transferred (Sent/Received) [MB/MB]: 21.46 / 387.85
Output Power (Up/Down) [dBm]: 12.0 / 20.8
Line Attenuation (Up/Down) [dB]: 23.8 / 42.5
SN Margin (Up/Down) [dB]: 19.1 / 7.2
System Vendor ID (Local/Remote): TMMB / ----
Chipset Vendor ID (Local/Remote): BDCM / TSTC
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): 65,545 / 1
FEC Errors (Up/Down): 298 / 208,897,755
CRC Errors (Up/Down): 189 / 569,152
HEC Errors (Up/Down): 73 / 5,159,586

kemotr
Dabbler
Posts: 10
Registered: ‎30-04-2013

Re: new customer _ slow speed after 10 days

Message from plusnet today:
"I contacted Openreach for an update on your fault. They advised that further work is required, and a skilled engineer is needed to complete this work.
There is no new estimated repair date however we should have more information in a few days time. "
More days with low speed. Great !!!
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: ‎13-07-2012

Re: new customer _ slow speed after 10 days

Hi,
Sorry for the delay, it appears that the located fault needs more work than initially firth thought, we'll continue to chase this and keep you updated.
kemotr
Dabbler
Posts: 10
Registered: ‎30-04-2013

Re: new customer _ slow speed after 10 days

hi,
Another bt engineer  turned up today, looks like the line is fixed (less errors on router stats),  but broadband speed still not what expected.Also im connected to adsl max not adsl2+ like before, so still don't known what's going on.
DSL Connection
Link Information

Uptime: 0 days, 3:41:43
DSL Type: ITU-T G.992.1
Bandwidth (Up/Down) [kbps/kbps]: 448 / 3.072
Data Transferred (Sent/Received) [MB/MB]: 8,23 / 184,76
Output Power (Up/Down) [dBm]: 12,5 / 19,6
Line Attenuation (Up/Down) [dB]: 24,5 / 37,5
SN Margin (Up/Down) [dB]: 29,0 / 24,6
System Vendor ID (Local/Remote): TMMB / ----
Chipset Vendor ID (Local/Remote): BDCM / TSTC
Loss of Framing (Local/Remote): 8 / -
Loss of Signal (Local/Remote): 1 / -
Loss of Power (Local/Remote): 0 / -
Loss of Link (Remote): -
Error Seconds (Local/Remote): 29 / -
FEC Errors (Up/Down): 0 / 346
CRC Errors (Up/Down): 1 / 38
HEC Errors (Up/Down): 0 / 65




Download  Speed
2.61 Mbps


Download speedachieved during the test was - 2.61 Mbps
For your connection, the acceptable range of speeds is 1.2 Mbps-4 Mbps.
IP Profile for your line is - 2.71 Mbps
2. Upstream Test: -provides background information.
Upload Speed
0.38 Mbps


Upload speed achieved during the test was - 0.38Mbps
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.

 




Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: ‎18-07-2007

Re: new customer _ slow speed after 10 days

Hi there,
That'll be the DLM system reducing your line profile as a result of the drops in connection, to try and stabilise the line. Now that's been sorted out you should find the speed picks up over the next couple of days, it may well be worth (if you can) disconnecting the router via the button on its config pages then powering it off for 5 minutes or so then back on once a day around lunch time, as that will help the DLM record better sync rates and thus pick up the profile more quickly.
If it's still not uplifted after a couple of days of solid connections we'll get the SNR reset for you and let the line retrain.
kemotr
Dabbler
Posts: 10
Registered: ‎30-04-2013

Re: new customer _ slow speed after 10 days

Angry
kemotr
Dabbler
Posts: 10
Registered: ‎30-04-2013

Re: new customer _ slow speed after 10 days

hi,
After 5 days broadband speed still the same, too slow. Also i have done the BT availability checker and noticed that this has changed. Joke !!!  Could you get the SNR reset for me, please.
DSL Connection
Link Information

Uptime: 0 days, 18:57:14
DSL Type: ITU-T G.992.5
Bandwidth (Up/Down) [kbps/kbps]: 446 / 3.065
Data Transferred (Sent/Received) [MB/GB]: 74,47 / 1,97
Output Power (Up/Down) [dBm]: 12,0 / 20,3
Line Attenuation (Up/Down) [dB]: 22,8 / 41,5
SN Margin (Up/Down) [dB]: 21,1 / 13,4
System Vendor ID (Local/Remote): TMMB / ----
Chipset Vendor ID (Local/Remote): BDCM / TSTC
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): 13 / 0
FEC Errors (Up/Down): 39 / 223.193
CRC Errors (Up/Down): 50 / 158
HEC Errors (Up/Down): 23 / 194

Download speedachieved during the test was - 2.57 Mbps
For your connection, the acceptable range of speeds is 1.2 Mbps-4 Mbps.
IP Profile for your line is - 2.7 Mbps
Upload speed achieved during the test was - 0.38Mbps
Additional Information:
Upstream Rate IP profile on your line is - 0.45 Mbps
Community Veteran
Posts: 19,102
Thanks: 443
Fixes: 21
Registered: ‎31-08-2007

Re: new customer _ slow speed after 10 days

A reboot of the modem/router may show an improvement but I suspect not as that's looking like a banded speed. BUT I'm unconvinced that the fault has been fully cleared as the stats today are showing a lower noise margin on both Upstream and Downstream compared to the stats on the 07/05/2013 for an almost identical sync speed. A line reset is needed to to remove banding and then you may see if the fault is really fixed.
kemotr
Dabbler
Posts: 10
Registered: ‎30-04-2013

Re: new customer _ slow speed after 10 days

hi,
Thanks for quick response. I did reboot once a day  around lunch time this days but no different.
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: ‎13-07-2012

Re: new customer _ slow speed after 10 days

Hi kemotr,
I've placed a SNR reset on your line, this usually takes around 4 hours to to affect.
Let me know if there's an improvement with your speed.