Can someone check my stats please

[#1]

Hi Guyz

 have been with plusnet for over 8 years, and had a steady 40mb download speed, from day one.

I use the BT wholesale speedtest regularly.

During the last two weeks we have had about 12 power cuts from our electricity supplier.

Which has caused my ip profile to drop from 39mb to 30.8mb

I have just done a test on speedtest.net as well which confirms the drop from about 39mb to 28mb

https://www.speedtest.net/result/8047237314

Which is a huge drop, I understand that the system sees my connection as unstable due to all the disconnections, but the power outages have been fixed now, can someone please request a DLM reset,

 IP Profile for your line is - 39.68 Mbps taken on the 4th January 2019

 IP Profile for your line is - 30.08 Mbps that one is taken today

thanks for any help

Al

[#2]

Hey Al.

I've arranged for your line to be reset, I'd allow 2-3 working days for this to go through.

Let us know how your speeds look towards the end of the week.

[#3]

As an update we've checked a back end system and it looks like your profile is 80/20 so a DLM reset isn't needed anymore. Your sync rate is also at 39.6mbps which is within your speed estimates of between 25.7mbps to 40.5mbps. 

[#4]

Hi Gandalf,

many thanks for having a look at this for me,

Can I ask any idea why the Ip profile on my line has been reduced ?

is this due to the power outages ?

will it go back u again, as my net speed has fallen by 10mb, from 39 to 29,

Al

[#5]

Hi Al.

The IP profile of the line should sit just beneath the sync rate but from what you've said it looks like it hasn't yet increased following your sync rate increasing and banding being removed. Unfortunately we don't have any influence over this so we may just have to wait for the DLM to make the change.

It may be worth rebooting your router to force a re-sync which may sort this out.

Let us know how it goes.

[#6 · Accepted solution]

Hi mate

thank you for all you did and the advice, a reboot worked tonight back up to to what it was before

thanks again

Al

[#7]

Hi Gandalf

i have been away on holiday for 3 weeks, came back to an internet speed of 7mb, down from 38mb, i rebooted my router its back up to 22mb but a ping of 84ms,

i tried to run a further diagnostic check on the bt checker, but it came back with this, is it possible to check my line for me please mate

Al

FAQ The Performance Tester is disabled to support TAP3 for your broadband connection. Please try again shortly, however if this problem persists, raise the issue with your service provider.

[#8]

Hello @bigal993,

I am sorry to hear that your speed has dropped, looking at our side the speed is spot on. I have inputted a GEA test below.

Can you advise if the speed test run was without any device connected via WiFi? Is the speed the same while in the test socket? If this is the case please can you raise a fault here.

Test Outcome Code	GTC_FTTC_SERVICE_0000
Description	GEA service test completed and no fault found .
Main Fault Location	OK
Sync Status	In Sync
Downstream Speed	39.0 Mbps
Upstream Speed	7.2 Mbps
Appointment Required	N
Fault Target Fix Time
Fault Report Advised	N
Estimated Line Length In Metres	974.2
Upstream Rate Assessment	Very Good
Downstream Rate Assessment	Very Good
Interference Pattern	Regular Interference Observed Daily
Service Impact	No Impact Observed
Interference Duration Longest Occurrence	; 00:00 to 23:45
Interference Location	Customer Premise
Interference Observed In Days	14
Home Wiring Problem	Not Detected
Downstream Policing Discard Rate	0.0
Customer Traffic Level	Upstream and Downstream Traffic Detected
Technology	VDSL
NTE Power Status	PowerOn
Voice Line Test Result	Pass
Bridge Tap	Not Detected
Radio Frequency Ingress	Not Detected
Repetitive Electrical Impulse Noise	Not Detected
Cross Talk	Not Detected
Profile Name	0.128M-80M Downstream 3dB, Retransmission High - 0.128M-20M Upstream, Error Protection Off
Time Stamp	2019-03-14T21:15:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	42.1 Mbps	42.1 Mbps	42.1 Mbps
Up Stream Line Rate	7.1 Mbps	7.1 Mbps	7.1 Mbps
Up Time	900.0 Sec	900.0 Sec	900.0 Sec
Retrains	0.0	0.0	0.0

Current and Last 15 Minute Bin Performance
Parameters	Last Traffic Count(Upto 15 mins)	Current Traffic Count(Upto 15 mins)
Start Time Stamp	2019-03-27T20:38:30Z	2019-03-27T20:53:30Z
Ingress Code Violation	0	0
Egress Code Violation	0	0
Errored Seconds	0	0
Severely Errored Seconds	0	0
Unavailable Seconds	0	0

[#9]

Hi Guyz My connection has been up and down again today, it was running at 20mb ealrier its got better as you can see by the check ive run, but still not as fast as it should be Any ideas ? Al

[#10]

Hi @bigal993, I'm sorry to hear you've been having connection issues. Checking form this side we can see there was 1 drop in connection around 14:45 today however the connection looks to have been solid for 30 days prior to that. When testing your connection we are seeing 37.6Mbps download getting to the router with no signs of a fault or errors. It may have just been a blip or a wider spread issue that has already been addressed and I'd suggest to monitor the connection and speeds from here to see if problems persist with the speeds dropping around the 20Mbps mark. If the speed issues do look to return and you haven't already, I'd advise running a wired speed test to rule out any wireless issues being behind the loss of speed and if you see the speeds much lower than expected let us know so we can investigate further. The estimates we have for your line are 25-40Mbps and although you may have seen speeds slightly higher than the current 37.6Mbps it may be that this increases over the next few days if the earlier speeds were a result as a wider spread issue.

[#11]

Hi Guyz

its back down to about 23mb download speed, i uploaded a screenshot of the BT wholesale test earlier, BT have upgraded a bit of kit, and my line now says its 40-45mb ? ben was saying its set to 30-40mb ?

can this be looked at please

thanks

Al

[#12]

Hi Al.

I can see you're still provisioned on the 80/20 product and your line in sync at 37.6mbps.

Can you advise whether you're seeing the slower speeds on wireless devices or if they're wired to the router? If you're having issues over WiFi I'd give the steps Here a go to try to improve your wireless signal.

If your computer/laptop is already wired to your router do you have another device you can try to compare?

[#13]

Hi Gandalf,

Im on my Imac its wired directly to the router, the line has been fine for years, but started playing up a while ago, ive spoke to a guy at BT I know, he said they have upgraded my exchange, and my line sync speed is set at min  40 - 45 mb now with them

please see attached file below

Al

[#14]

Thanks for getting back to us Al.

It's odd to see the IP profile so high on the BT speedtest however your line is definitely showing as in sync at 37.6mbps.

Either way I'm not sure that there's much we can do as we can't change any of these settings from our side for a fibre connection.

It may be worth arranging an engineer to investigate this further by raising a fault Here letting us know when you've completed it however it's likely that the end result of an engineering investigation may be that your line is performing within expectations and a call out charge may be applicable which ideally we don't want to see. 

I've attached your test results below:

GEA Test Detail

Circuit ID: N/A Service ID: [redacted] Test Outcome Pass Test Outcome Code GTC_FTTC_SERVICE_0000 Description GEA service test completed and no fault found . Main Fault Location OK Sync Status In Sync Downstream Speed 37.6 Mbps Upstream Speed 7.1 Mbps Appointment Required N Fault Target Fix Time   Fault Report Advised N Estimated Line Length In Metres 988.5 Upstream Rate Assessment Very Good Downstream Rate Assessment Very Good Interference Pattern Regular Interference Observed Daily Service Impact No Impact Observed Interference Duration Longest Occurrence ; 00:00 to 23:45 Interference Location Customer Premise Interference Observed In Days 14 Home Wiring Problem Not Detected Downstream Policing Discard Rate 0.0 Customer Traffic Level Upstream and Downstream Traffic Detected Technology VDSL NTE Power Status PowerOn Voice Line Test Result Pass Bridge Tap Not Detected Radio Frequency Ingress Not Detected Repetitive Electrical Impulse Noise Not Detected Cross Talk Not Detected Profile Name 0.128M-80M Downstream 3dB, Retransmission High - 0.128M-20M Upstream, Error Protection Off Time Stamp 2019-05-15T20:45:00 Parameters MIN MAX AVG Down Stream Line Rate 39.4 Mbps 41.2 Mbps 41.2 Mbps Up Stream Line Rate 7.0 Mbps 7.1 Mbps 7.1 Mbps Up Time 865.0 Sec 900.0 Sec 899.8 Sec Retrains 0.0 1.0 0.0 Current and Last 15 Minute Bin Performance Parameters Last Traffic Count(Upto 15 mins) Current Traffic Count(Upto 15 mins) Start Time Stamp 2019-05-28T19:14:44Z 2019-05-28T19:29:44Z Ingress Code Violation 0 0 Egress Code Violation 0 0 Errored Seconds 0 0 Severely Errored Seconds 0 0 Unavailable Seconds 0 0