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Connection

Ed1980
Newbie
Posts: 3
Registered: ‎08-07-2019

Connection

Hi

 

Had loads of trouble with connection dropping out yesterday and now ,y fibre speed is down from 36 to 17 which makes it almost unusable 

 

done speed checks and have attached, also tried plugging directly into master socket and ran test via Ethernet with same terrible speed

 

cam someone help?

 

5 REPLIES 5
Plusnet Help Team
Plusnet Help Team
Posts: 1,474
Thanks: 284
Fixes: 84
Registered: ‎26-03-2018

Re: Connection

Hi @Ed1980,

 

I'm sorry that your connection has been intermittent and that the speed has dropped. I've tested your line and the test has picked up a fault but has been unable to determine whether this is internal or external to your property.

 

GEA Test Detail
Circuit ID NA Service ID BBEUXXXXXXXX
 
 
Test Outcome Fail
Test Outcome Code GTC_FTTC_SERVICE_1624
Description Impairment in copper joint detected most likely close to customer premises. Please continue to submit a trouble report.
Main Fault Location CA
Sync Status In Sync
Downstream Speed 16.5 Mbps
Upstream Speed 7.6 Mbps
Appointment Required Y
Fault Report Advised Y
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 807.1
Upstream Rate Assessment Good
Downstream Rate Assessment Low
Home Wiring Problem Not Detected
Downstream Policing Discard Rate 0.0
Customer Traffic Level Upstream and Downstream Traffic Detected
Technology VDSL
Profile Name 0.128M-40M Downstream, Interleaving Low - 0.128M-10M Upstream, Error Protection Off
Time Stamp 2019-06-25T18:15:00
Parameters MIN MAX AVG
Down Stream Line Rate 0.0 Mbps 33.6 Mbps 31.6 Mbps
Up Stream Line Rate 0.0 Mbps 10.0 Mbps 9.8 Mbps
Up Time 629.0 Sec 900.0 Sec 897.5 Sec
Retrains 0.0 5.0 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 2019-07-08T17:49:06.013+01:00 2019-07-08T18:04:06.013+01:00
Ingress Code Violation 0 2
Egress Code Violation 0 0
Errored Seconds 1 1
Severely Errored Seconds 0 0
Unavailable Seconds 0 0

 

Thank you for confirming that you've tested via Ethernet and that you've tried connecting your router directly to the master socket. As this hasn't resolved the problem, it's likely that we'll need to arrange an engineer visit so that this may be investigated further for you. Please report the issue here and let us know when you've completed it - we'll then be able to progress this.

If this post resolved your issue please click the 'This fixed my problem' button
 Emily D
 Plusnet Help Team
Ed1980
Newbie
Posts: 3
Registered: ‎08-07-2019

Re: Connection

Thanks for the reply, I’ve raised a ticket

 

ive tried my old bt hub as well as the plusnet one and they both have the same behaviour, also I’ve removed the faceplate from the master socket and plugged direct into there and it’s still the same speed

 

its up and down a lot tonight which is a nightmare as most of my house relies on the WiFi to work (smart plugs etc.) plus we use the internet to stream tv rather than pay for satellite tv

Plusnet Help Team
Plusnet Help Team
Posts: 1,589
Thanks: 302
Fixes: 58
Registered: ‎11-01-2018

Re: Connection

 

Thanks for raising that, @Ed1980

 

Our suppliers have asked that we book an engineer visit to your premises - I've left the relevant info on your fault ticket here.

 

Let us know when you're responded and we'll get that booked in for you.

 

Best wishes

 

Dave

If this post resolved your issue please click the 'This fixed my problem' button
 Dave G
 Plusnet Help Team
Ed1980
Newbie
Posts: 3
Registered: ‎08-07-2019

Re: Connection

Thanks

Just added details, will you let me know what day they are planning so I can make sure I’m not at work

Ed
Plusnet Help Team
Plusnet Help Team
Posts: 1,590
Thanks: 263
Fixes: 55
Registered: ‎26-03-2018

Re: Connection

Hi @Ed1980 

 

I'be booked the appointment and updated the ticket with the time and date. 

 

Kind Regards, 

MoR

If this post resolved your issue please click the 'This fixed my problem' button
 MoR
 Plusnet Help Team