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Connection issues have resulted in my 80Meg line running at 20Meg

whittick88
Hooked
Posts: 7
Thanks: 1
Registered: 01-08-2017

Connection issues have resulted in my 80Meg line running at 20Meg

Hi, I had my broadband activated on 17th August and at activation was getting 55Mb/s which I felt was ok for the settling period. However it has dropped to 20Mb/s now and I think this is a result of the occasional disconnects I'm getting:

 

09:51:19, 23 Aug.	(510778.360000) WAN operating mode is VDSL
09:51:19, 23 Aug.	(510778.360000) Last WAN operating mode was VDSL
09:51:17, 23 Aug.	(510776.370000) PPP IPCP Receive Configuration ACK
09:51:17, 23 Aug.	(510776.370000) PPP IPCP Send Configuration Request
09:51:17, 23 Aug.	(510776.360000) PPP IPCP Receive Configuration NAK
09:51:17, 23 Aug.	(510776.360000) PPP IPCP Send Configuration ACK
09:51:17, 23 Aug.	(510776.360000) PPP IPCP Receive Configuration Request
09:51:17, 23 Aug.	(510776.360000) PPP IPCP Send Configuration Request
09:51:15, 23 Aug.	(510774.680000) PPPoE is up -​ Down Rate=22185Kbps, Up Rate=17349Kbps; SNR Margin Down=15.7dB, Up=6.0dB
09:51:15, 23 Aug.	(510774.660000) CHAP authentication successful
09:51:15, 23 Aug.	(510774.620000) CHAP Receive Challenge
09:51:15, 23 Aug.	(510774.620000) Starting CHAP authentication with peer
09:51:15, 23 Aug.	(510774.620000) PPP LCP Receive Configuration ACK
09:51:15, 23 Aug.	(510774.610000) PPP LCP Send Configuration Request
09:51:15, 23 Aug.	(510774.610000) PPP LCP Receive Configuration Reject
09:51:15, 23 Aug.	(510774.610000) PPP LCP Send Configuration ACK
09:51:15, 23 Aug.	(510774.610000) PPP LCP Receive Configuration Request
09:51:15, 23 Aug.	(510774.610000) PPP LCP Send Configuration Request
09:50:24, 23 Aug.	(510723.510000) PTM over DSL is up
09:49:15, 23 Aug.	(510654.400000) PTM over DSL is down after 4 minutes uptime
09:49:15, 23 Aug.	(510654.400000) PPPoE is down after 3 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
09:49:12, 23 Aug.	(510651.100000) PPP LCP Send Termination Request [User request]
09:46:04, 23 Aug.	(510463.320000) WAN operating mode is VDSL
09:46:04, 23 Aug.	(510463.320000) Last WAN operating mode was VDSL
09:46:02, 23 Aug.	(510461.290000) PPP IPCP Receive Configuration ACK
09:46:02, 23 Aug.	(510461.280000) PPP IPCP Send Configuration Request
09:46:02, 23 Aug.	(510461.270000) PPP IPCP Receive Configuration NAK
09:46:02, 23 Aug.	(510461.270000) PPP IPCP Send Configuration ACK
09:46:02, 23 Aug.	(510461.270000) PPP IPCP Receive Configuration Request
09:46:02, 23 Aug.	(510461.120000) PPP IPCP Send Configuration Request
09:46:00, 23 Aug.	(510459.360000) PPPoE is up -​ Down Rate=55931Kbps, Up Rate=8843Kbps; SNR Margin Down=6.1dB, Up=6.2dB
09:46:00, 23 Aug.	(510459.350000) CHAP authentication successful
09:46:00, 23 Aug.	(510459.310000) CHAP Receive Challenge
09:46:00, 23 Aug.	(510459.310000) Starting CHAP authentication with peer
09:46:00, 23 Aug.	(510459.310000) PPP LCP Receive Configuration ACK
09:46:00, 23 Aug.	(510459.310000) PPP LCP Send Configuration Request
09:46:00, 23 Aug.	(510459.310000) PPP LCP Receive Configuration Reject
09:46:00, 23 Aug.	(510459.300000) PPP LCP Send Configuration ACK
09:46:00, 23 Aug.	(510459.300000) PPP LCP Receive Configuration Request
09:46:00, 23 Aug.	(510459.300000) PPP LCP Send Configuration Request
09:45:09, 23 Aug.	(510407.950000) PTM over DSL is up
09:44:36, 23 Aug.	(510374.870000) PTM over DSL is down after 8501 minutes uptime
09:44:36, 23 Aug.	(510374.860000) PPPoE is down after 3195 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
09:44:32, 23 Aug.	(510371.500000) PPP LCP Send Termination Request [User request]
04:29:17, 21 Aug.	(318658.600000) WAN operating mode is VDSL
04:29:17, 21 Aug.	(318658.590000) Last WAN operating mode was VDSL
04:29:16, 21 Aug.	(318657.150000) PPP IPCP Receive Configuration ACK
04:29:16, 21 Aug.	(318657.150000) PPP IPCP Send Configuration Request
04:29:16, 21 Aug.	(318657.140000) PPP IPCP Receive Configuration NAK
04:29:16, 21 Aug.	(318657.140000) PPP IPCP Send Configuration ACK
04:29:16, 21 Aug.	(318657.140000) PPP IPCP Receive Configuration Request
04:29:16, 21 Aug.	(318657.140000) PPP IPCP Send Configuration Request
04:29:14, 21 Aug.	(318655.880000) PPPoE is up -​ Down Rate=21980Kbps, Up Rate=18349Kbps; SNR Margin Down=16.8dB, Up=4.3dB
04:29:14, 21 Aug.	(318655.870000) CHAP authentication successful
04:29:14, 21 Aug.	(318655.820000) CHAP Receive Challenge
04:29:14, 21 Aug.	(318655.810000) Starting CHAP authentication with peer
04:29:14, 21 Aug.	(318655.810000) PPP LCP Receive Configuration ACK
04:29:14, 21 Aug.	(318655.810000) PPP LCP Send Configuration Request
04:29:14, 21 Aug.	(318655.810000) PPP LCP Receive Configuration Reject
04:29:14, 21 Aug.	(318655.810000) PPP LCP Send Configuration ACK
04:29:14, 21 Aug.	(318655.810000) PPP LCP Receive Configuration Request
04:29:14, 21 Aug.	(318655.800000) PPP LCP Send Configuration Request
04:28:40, 21 Aug.	(318621.820000) PPPoE is down after 5304 minutes uptime [Disconnected]
04:28:38, 21 Aug.	(318619.470000) PPP LCP Send Termination Request [PPPoE PADT received]
11:03:50, 17 Aug.	( 346.640000) WAN operating mode is VDSL
11:03:50, 17 Aug.	( 346.640000) Last WAN operating mode was VDSL
11:03:49, 17 Aug.	( 345.460000) PPP IPCP Receive Configuration ACK
11:03:49, 17 Aug.	( 345.450000) PPP IPCP Send Configuration Request
11:03:49, 17 Aug.	( 345.450000) PPP IPCP Receive Configuration NAK
11:03:49, 17 Aug.	( 345.450000) PPP IPCP Send Configuration ACK
11:03:49, 17 Aug.	( 345.450000) PPP IPCP Receive Configuration Request
11:03:49, 17 Aug.	( 345.440000) PPP IPCP Send Configuration Request
11:03:48, 17 Aug.	( 344.400000) PPPoE is up -​ Down Rate=21980Kbps, Up Rate=18349Kbps; SNR Margin Down=17.6dB, Up=5.9dB
11:03:48, 17 Aug.	( 344.390000) CHAP authentication successful
11:03:48, 17 Aug.	( 344.340000) CHAP Receive Challenge
11:03:48, 17 Aug.	( 344.340000) Starting CHAP authentication with peer
11:03:48, 17 Aug.	( 344.340000) PPP LCP Receive Configuration ACK
11:03:48, 17 Aug.	( 344.340000) PPP LCP Send Configuration Request
11:03:48, 17 Aug.	( 344.340000) PPP LCP Receive Configuration Reject
11:03:48, 17 Aug.	( 344.340000) PPP LCP Send Configuration ACK
11:03:48, 17 Aug.	( 344.340000) PPP LCP Receive Configuration Request
11:03:48, 17 Aug.	( 344.340000) PPP LCP Send Configuration Request
11:02:59, 17 Aug.	( 295.100000) PTM over DSL is up
11:00:15, 17 Aug.	( 131.990000) PTM over DSL is down after 0 minutes uptime
11:00:15, 17 Aug.	( 131.990000) PPPoE is down after 0 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
11:00:13, 17 Aug.	( 129.260000) PPP LCP Send Termination Request [User request]
11:00:08, 17 Aug.	( 124.140000) WAN operating mode is VDSL
11:00:08, 17 Aug.	( 124.140000) Last WAN operating mode was VDSL
11:00:06, 17 Aug.	( 122.920000) PPP IPCP Receive Configuration ACK
11:00:06, 17 Aug.	( 122.920000) PPP IPCP Send Configuration Request
11:00:06, 17 Aug.	( 122.910000) PPP IPCP Receive Configuration NAK
11:00:06, 17 Aug.	( 122.910000) PPP IPCP Send Configuration ACK
11:00:06, 17 Aug.	( 122.910000) PPP IPCP Receive Configuration Request
11:00:06, 17 Aug.	( 122.910000) PPP IPCP Send Configuration Request
11:00:05, 17 Aug.	( 121.830000) PPPoE is up -​ Down Rate=58055Kbps, Up Rate=18621Kbps; SNR Margin Down=6.0dB, Up=5.9dB
11:00:05, 17 Aug.	( 121.820000) CHAP authentication successful
11:00:05, 17 Aug.	( 121.770000) CHAP Receive Challenge
11:00:05, 17 Aug.	( 121.770000) Starting CHAP authentication with peer
11:00:05, 17 Aug.	( 121.770000) PPP LCP Receive Configuration ACK
11:00:05, 17 Aug.	( 121.760000) PPP LCP Send Configuration Request

If anyone could help shed any light on this it would be much appreciated. I've raised a ticket with plusnet but as yet I'ms till waiting to hear back.

 

Thanks!

10 REPLIES
whittick88
Hooked
Posts: 7
Thanks: 1
Registered: 01-08-2017

Re: Connection issues have resulted in my 80Meg line running at 20Meg

Just to update with the line speed from the portal:

 

Postcode:

Phone exchange:WANDSWORTH

Estimated line speed:80Mb (This may vary between 68.2Mb and 80Mb) - Checked on 2017-07-31 12:27:20

Current line speed:21.2 Mb

 

Today will mark the 72 hours that the support team supposedly respond to faults within, so fingers crossed I hear something back today though i must say I'm not hopeful.

 

If any admins were able to offer some assistance that would be great as currently I'm paying out for a service that I'm not receiving. If I only wanted 20Mb/s and frequent disconnects I'd have gone with Talk Talk! 

Plusnet Staff
Plusnet Staff
Posts: 17,641
Thanks: 535
Fixes: 159
Registered: 05-04-2007

Re: Connection issues have resulted in my 80Meg line running at 20Meg

Hi there,

 

Your line doesn't look too unstable, there have been a few drops but not many:

 A line test shows that the router is connected at 22.2Mb/s to the cabinet:
 
Test Outcome Pass
Test Outcome Code GTC_FTTC_SERVICE_0003
Description No problem found, OAM test is not currently supported on this line.
Main Fault Location OK
Sync Status In Sync
Downstream Speed 22.2 Mbps
Upstream Speed 17.3 Mbps
Appointment Required N
Fault Report Advised N
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
Estimated Line Length In Metres 300.9
Upstream Rate Assessment Low
Downstream Rate Assessment Low
Interference Pattern Not Detected
Service Impact No Impact Observed
Home Wiring Problem Not Detected
Downstream Policing Discard Rate 0.0
Customer Traffic Level Upstream and Downstream Traffic Detected
Technology VDSL
Current 15Min Bin Retrains 0
Last 15Min Bin Retrains 0
Profile Name 0.128M-80M Downstream, Error Protection Off - 0.128M-20M Upstream, Error Protection Off
Time Stamp 2017-08-17T16:00:00

This is quite far below the estimates:

Featured Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Handback Threshold(Mbps)

WBC FTTC Availability Date

WBC SOGEA Availability Date

WBC FTTC 18x2 Provide Availability

WBC FTTC 18x2 Sim Availability

Left in Jumper

  High Low High Low        
VDSL Range A (Clean) 80 66.3 20 19 59.5 Available -- -- -- --

 

Is the router in the master socket, without any extension leads in place?

 

If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
whittick88
Hooked
Posts: 7
Thanks: 1
Registered: 01-08-2017

Re: Connection issues have resulted in my 80Meg line running at 20Meg

Hey Chris, thanks for the response. The line is plugged into the master, it's a dual faceplate type so no filter is in place.

 

We have not long moved to the property and previously there was a talk talk line, the Plusnet service went live on 17th August at which point I had a stable 55Mb/s down. I wonder if the few disconnects experienced since then may have prompted the speed to be dialed back slightly(/a lot) to try to compensate?

 

I haven't tried restarts etc as I didn't want to mess too much with the 'settling period' though now it seems happy to settle at 20Mb/s!

 

I also notice that the SNR when running at the higher rate was 6Db:

 

11:00:05, 17 Aug.	( 121.830000) PPPoE is up -​ Down Rate=58055Kbps, Up Rate=18621Kbps; SNR Margin Down=6.0dB, Up=5.9dB

and then  when it fell to the lower rate the SNR rose to a more acceptable level:

 

11:03:48, 17 Aug.	( 344.400000) PPPoE is up -​ Down Rate=21980Kbps, Up Rate=18349Kbps; SNR Margin Down=17.6dB, Up=5.9dB

 

Then it tries to reconnect at the higher rate again with the lower SNR:

 

09:46:00, 23 Aug.	(510459.360000) PPPoE is up -​ Down Rate=55931Kbps, Up Rate=8843Kbps; SNR Margin Down=6.1dB, Up=6.2dB

Before finally reverting to the lower rate again:

 

09:51:15, 23 Aug.	(510774.680000) PPPoE is up -​ Down Rate=22185Kbps, Up Rate=17349Kbps; SNR Margin Down=15.7dB, Up=6.0dB

 

Could this be related?

Plusnet Staff
Plusnet Staff
Posts: 17,641
Thanks: 535
Fixes: 159
Registered: 05-04-2007

Re: Connection issues have resulted in my 80Meg line running at 20Meg

Yes, the SNR will alter depending on line conditions so if the DLM (Dynamic Line Management) equipment detects errors etc it will raise the SNR, resulting in a speed drop. Unfortunately on fibre circuits we can't remotely reset these, so would need an engineer visit to do so.

If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
whittick88
Hooked
Posts: 7
Thanks: 1
Registered: 01-08-2017

Re: Connection issues have resulted in my 80Meg line running at 20Meg

The SNR seems too low to be sustainable when running at the 55Mb/s so surely an engineer would just reset only for the line to become unstable and then ultimately revert back to 20Mb/s?

 

I have jsut removed the front faceplate and plugged directly into the test socket with the provided microfilter and it hasn't improved it:

14:23:54, 24 Aug.	(613530.780000) PPPoE is up -​ Down Rate=53825Kbps, Up Rate=15789Kbps; SNR Margin Down=5.9dB, Up=6.1dB
Community Veteran
Posts: 1,258
Thanks: 183
Fixes: 30
Registered: 13-08-2015

Re: Connection issues have resulted in my 80Meg line running at 20Meg

Your speed however has greatly improved, so you should check out your faceplate and/or wiring.

Plusnet Staff
Plusnet Staff
Posts: 17,641
Thanks: 535
Fixes: 159
Registered: 05-04-2007

Re: Connection issues have resulted in my 80Meg line running at 20Meg

The sudden change in stats would suggest the faceplate is problematic.

If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
whittick88
Hooked
Posts: 7
Thanks: 1
Registered: 01-08-2017

Re: Connection issues have resulted in my 80Meg line running at 20Meg

I'm inclined to disagree, previously I was attaining a similar (slightly higher even) speed via the faceplate, however eventually this dropped and then reconnected at a lower speed.

I suspect if I restore the faceplate it will reconnect at the same speed, and eventually (maybe after a day or so) revert to the lower speed again.

 

Also there still seems to be an issue as the slowest attainable speed was listed as 61Mb/s and currently I am connected at less than 55.

whittick88
Hooked
Posts: 7
Thanks: 1
Registered: 01-08-2017

Re: Connection issues have resulted in my 80Meg line running at 20Meg

Quick update to this, I've had a stable line for almost a day now so decided to give the faceplate another go, line speed immediately dropped back to 20Mb/s so looks like it's mostly to blame.

I'll leave it in the Test/filter setup for now but will pursue my case for lower than advertised speed once the 'settling period' is officially over.

Thanks for the help all!

rongtw
Seasoned Hero
Posts: 6,543
Thanks: 1,271
Fixes: 12
Registered: 01-12-2010

Re: Connection issues have resulted in my 80Meg line running at 20Meg

Hi @whittick88 There is No settling period for FTTC , the DLM will find  its best speed within the first 48 hours Thumbs Up

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