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reset lines stats

chrish16
Grafter
Posts: 98
Registered: 09-09-2011

reset lines stats

Hi
My parents have plusnet broadband but I manage it for them.  They been having repeated disconnections lately, and I've checked the line stats and they are lower than usual, I'm guessing the ip profile has been changed.
Are you able to check these stats and reset the profile/snr etc.
I can pm the phone number/account details.

Regards
15 REPLIES
Plusnet Alumni (retired) LinnPlusnet
Plusnet Alumni (retired)
Posts: 1,686
Registered: 03-02-2014

Re: reset lines stats

Hi chrish16,
If you can create a ticket on their account and then reply to this thread with the ticket ID we can take a look for you.
chrish16
Grafter
Posts: 98
Registered: 09-09-2011

Re: reset lines stats

Can you give me a direct link to the create a new ticket page, as I'm just going round in circles on your support wizard pages.
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: reset lines stats

It's http://contactus.plus.net
Chris Pettitt
Cloud Environments Engineer
chrish16
Grafter
Posts: 98
Registered: 09-09-2011

Re: reset lines stats

Hi support ticket number 81497765
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: reset lines stats

Thanks for raising the ticket.
The connection rate has been a bit up and down and this has made the line quality drop unfortunately. When this happens the SNR (http://community.plus.net/library/broadband/broadband-faults-guide-our-testing/) Target is increased and the connection rate will drop to try and keep the line stable.
Would you be able to connect a different microfilter and get that and the router connected into the Test Socket for a few days so we can monitor for improvements?
Chris Pettitt
Cloud Environments Engineer
chrish16
Grafter
Posts: 98
Registered: 09-09-2011

Re: reset lines stats

That Wil probably be the constant disconnection by the decorators I imagine.  Are you able to just resetthe dnt back down please.
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: reset lines stats

Unfortunately not on Fibre. Doing a reset would require an engineer to visit the cabinet - it's not something we would do as the DLM (Dynamic Line Management) will make any necessary adjustments automatically.
Chris Pettitt
Cloud Environments Engineer
chrish16
Grafter
Posts: 98
Registered: 09-09-2011

Re: reset lines stats

Hi Chris, please read the full thread, as Linn asked us to raise a ticket on my parents account and post here, which I've done.
My parents account is not fibre.
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: reset lines stats

Apologies - sorry for the mix up.
We'll take a look at this tomorrow for you.
Chris Pettitt
Cloud Environments Engineer
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: reset lines stats

The reset that has just been put through. You should notice an improvement within the next 4 hours or so.
Chris Pettitt
Cloud Environments Engineer
chrish16
Grafter
Posts: 98
Registered: 09-09-2011

Re: reset lines stats

Hi
Thank you for the change, updated stats image posted.
Can you change fix the upload also please?  The upload used to sync at 1024Kbps
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: reset lines stats

I've just placed the order for you. You should notice a change tomorrow morning for you.
Chris Pettitt
Cloud Environments Engineer
chrish16
Grafter
Posts: 98
Registered: 09-09-2011

Re: reset lines stats

Hi
Here is the stats from today. The download snr has dropped, is that due to changing the upload?
I see it disconnected just over an hour ago, is that a problem, can you check the stats/line again please.
Regards
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: reset lines stats

It's likely that the connection dropped when the upload speed change went through overnight.
The lien stats look absolutely fine to me. The SNR could do with being lower in an ideal world, however, given the length of the line, it's not surprising that the SNR is a little higher than normal.
The speeds are what we would expect on that line.
Chris Pettitt
Cloud Environments Engineer