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Constant Fiber Dropping and Slow speed

FIXED
duckettp
Dabbler
Posts: 12
Thanks: 1
Registered: 2 weeks ago

Constant Fiber Dropping and Slow speed

Been getting really slow speed and constant dropped connections for approaching three weeks now, admittedly i have only reported this two weeks ago now, as i assumed it was weather related anyway.

 

Setup:

Im very close to the cabinets Plus net put me at about 147m away,

Cabinet -- 60M --> Pole -- 40M --> Pole ( Support Only No connection) -- 20m --> External Joint on House -- 10M --> Master Socket.

Master socket had a mark 3 filtered face plate and one filtered extension.

Previously i had been getting the full 80M down and 20M up for probably over 7 Years and three different providers (not that makes a different) I have been with Plus net close to 9 Month before any problems.

 

Report: 

After a week of problems I reported this to Plus net who confirmed the drop outs but said the line passes all tests but after a week sent an Open Reach engineer out.

For the offset he was hell bent on blaming everything in my house and in the end replaced the master socket and filter with the new MK4 and reset the DLM, leaving the extension disconnect (My fault obviously as 10 years its been connected no problems)

Anyway all looked good the Modem reSynced at full rate and he left (I assuming a bill now as a customer fault and quite rightly so if the line was fixed) but not even 24hr later the line is back down to what it was.

Here is my line states from my Draytek Router

Downstream Upstream
Actual Rate 41649 Kbps 15918 Kbps
Attainable Rate 41856 Kbps 15659 Kbps
Path Mode Fast Interleave
Interleave Depth 1 203
Actual PSD 4. 3 dB 4. 6 dB
Near End Far End
Trellis ON ON
Bitswap ON ON
ReTx 0 0
SNR Margin 6 dB 5 dB
Attenuation 22 dB 26 dB
CRC 6 170570
FECS 31 s 89633447 s
ES 3 s 45480 s
SES 0 s 1727 s
LOSS 0 s 1328 s
UAS 32 s 19708 s
HEC Errors 0 0
RS Corrections 0 0
LOS Failure 0 0
LOF Failure 0 0
LPR Failure 0 0
NCD Failure 0 0
LCD Failure 0 0
NFEC 95 255
RFEC 16 16
LYSMB 4811 11163

 

I previously i had a SNR of around 11 each way but got the full 80down and 20up but i have notice the Attenuation has jumped from 6 up to 26.

 

As the Open Reach engineer didn't like my router i recently connected the Plus net supplied one to see it it makes a blind bit of difference.

1. Product name: Plusnet Hub
2. Serial number: +081441+NQ83800825
3. Firmware version: Software version 4.7.5.1.83.8.259 Last updated Unknown
4. Board version: Plusnet Hub One
5. DSL uptime: 0 days, 00:15:44
6. Data rate: 15927 / 41074
7. Maximum data rate: 16121 / 41603
8. Noise margin: 6.2 / 6.2
9. Line attenuation: 27.3 / 22.8
10. Signal attenuation: 28.6 / 22.9
11. Data sent/received: 0.8 MB / 0.1 MB
12. Broadband username: setup@plusdsl.net
13. 2.4 GHz Wireless network/SSID: PLUSNET-S7QX
14. 2.4 GHz Wireless connections: Disabled
15. 2.4 GHz Wireless security: WPA2
16. 2.4 GHz Wireless channel: Automatic (Smart Wireless)
17. 5 GHz Wireless network/SSID: PLUSNET-S7QX
18. 5 GHz Wireless connections: Disabled
19. 5 GHz Wireless security: WPA2
20. 5 GHz Wireless channel: Automatic (Smart Wireless)
21. Firewall: Default
22. MAC Address: e8:ad:a6:c9:9c:52
23. Modulation: G.993.2 Annex B
24. Software variant: AA
25. Boot loader: 1.0.0

Again stats are very similar  to the draytek.

 

Im annoyed as

1: My internet i hardly usable due to drop outs.

2: I bet i get a charge applied

3: I'm no further forward 

 

Admittedly this is not Plus nets fault but I'm not getting anywhere and communications seem to be all front line workers from a script. And commutations is very Lax  

 

Tags (3)
23 REPLIES 23
Plusnet Help Team
Plusnet Help Team
Posts: 300
Thanks: 55
Fixes: 18
Registered: ‎25-02-2019

Re: Constant Fiber Dropping and Slow speed

Hi @duckettp, sorry to hear you're having broadband issues.

 

I have updated the fault ticket, please click here to view my response.

 

Please let us know on this thread once you've replied back to the above ticket so we can pick it up as soon as possible.

 

 

If this post resolved your issue please click the 'This fixed my problem' button
 Faris N
 Plusnet Help Team
duckettp
Dabbler
Posts: 12
Thanks: 1
Registered: 2 weeks ago

Re: Constant Fiber Dropping and Slow speed

Another engineer visit scheduled for the 12th am slot hopefully they will see the fault now it appear mainly over night and morning 

Plusnet Help Team
Plusnet Help Team
Posts: 1,474
Thanks: 250
Fixes: 49
Registered: ‎26-03-2018

Re: Constant Fiber Dropping and Slow speed

@duckettp - please let us know how this appointment goes and, if needed, if we can assist further. 

 

Thanks, 

MoR

If this post resolved your issue please click the 'This fixed my problem' button
 MoR
 Plusnet Help Team
duckettp
Dabbler
Posts: 12
Thanks: 1
Registered: 2 weeks ago

Re: Constant Fiber Dropping and Slow speed

Just had the Open reach engineer turn up, plugged his test meter in and said clear as day there is a cable break about 60M away.

He complained about the previous engineer and how come he couldn't spot it  as it was clear as day.

Now waiting on a cherry picker to climb the pole as it doesn't appear the post is in serviceable condition to climb, Happy that the fault has been identified on there network as i have been stressing so much about this after the first engineer blamed everything with my equipment.

Just now to wait for the resolution. At least i can breath a sigh of relief 

Plusnet Help Team
Plusnet Help Team
Posts: 1,069
Thanks: 174
Fixes: 42
Registered: ‎09-10-2018

Re: Constant Fiber Dropping and Slow speed

Thanks for the update, @duckettp.

 

We're pleased to hear that the disconnection has been identified and that it's on the way to being repaired.

 

Please let us all know how it goes after the cherry picker's been.

If this post resolved your issue please click the 'This fixed my problem' button
 Owen P
 Plusnet Help Team
duckettp
Dabbler
Posts: 12
Thanks: 1
Registered: 2 weeks ago

Re: Constant Fiber Dropping and Slow speed

Right all now been repaired line stats have now increased:

 

Downstream             Upstream                
Actual Rate 79995 Kbps 20000 Kbps
Attainable Rate 98616 Kbps 29333 Kbps
Path Mode Fast Fast
Interleave Depth 1 1
Actual PSD -3.-9 dB -3.-8 dB
 
 
  Near End                  Far End                   
Trellis ON ON
Bitswap OFF OFF
ReTx 0   0  
SNR Margin 11 dB 12 dB
Attenuation 8 dB 7 dB
CRC 0 213201
FECS 0 s 103816329 s
ES 0 s 54091 s
SES 0 s 2513 s
LOSS 0 s 1465 s
UAS 33 s 23375 s
HEC Errors 0 0
RS Corrections 0 0
LOS Failure 6 0
LOF Failure 0 0
LPR Failure 0 0
NCD Failure 0 0
LCD Failure 0 0
NFEC 255 255
RFEC 16 16
LYSMB 5410 21451

 

So looking rather good from a sync perspective.

Though speed tests are reporting 39/17 ish is this something that might increase in time? The open reach guy did reset the line so hopefully though-put will increase.

Plusnet Help Team
Plusnet Help Team
Posts: 1,069
Thanks: 174
Fixes: 42
Registered: ‎09-10-2018

Re: Constant Fiber Dropping and Slow speed

Thanks for getting back to us @duckettp.

 

A speed of 39mbps is less than half of the lower estimate for the line and so it'd indicate to me that there could still be an issue.

 

Are you able to run a speed test and post the results?

If this post resolved your issue please click the 'This fixed my problem' button
 Owen P
 Plusnet Help Team
duckettp
Dabbler
Posts: 12
Thanks: 1
Registered: 2 weeks ago

Re: Constant Fiber Dropping and Slow speed

I would happen to agree, after doing the BT wholesale speed test it seems to suggest my IP profile is capped to 20 though im not sure how reliable that is 

Plusnet Help Team
Plusnet Help Team
Posts: 14,525
Thanks: 352
Fixes: 98
Registered: ‎27-04-2007

Re: Constant Fiber Dropping and Slow speed

I've just performed a GEA test on the line and unfortunately we're still seeing evidence of a high resistance cable joint. I've rejected the clear on the fault from today's engineer visit and have requested further information letting them know what the test results show. 

 

 

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
duckettp
Dabbler
Posts: 12
Thanks: 1
Registered: 2 weeks ago

Re: Constant Fiber Dropping and Slow speed

Speed test results from a wired PC 

 

1. Downstream Test: -provides background information.

Download Speed
33.81 Mbps

0 Mbps 77.43 Mbps
Max Achievable Speed

Download speedachieved during the test was - 33.81 Mbps
For your connection, the acceptable range of speedsis 40 Mbps-77.43 Mbps .
Additional Information:
IP Profile for your line is - 77.43 Mbps

2. Upstream Test: -provides background information.

Upload Speed
27.65 Mbps

0 Mbps 20 Mbps
Max Achievable Speed

Upload speed achieved during the test was - 27.65Mbps
Additional Information:
Upstream Rate IP profile on your line is - 20 Mbps


This test was not conclusive and further testing is required.This might be useful for your Broadband Service Provider to investigate the fault.
Please close the window using 'Exit' button and contact your ISP for further assistance with these results.

 

Please visit the FAQ if you are unable to understand the test results.

 

Plusnet Help Team
Plusnet Help Team
Posts: 1,399
Thanks: 276
Fixes: 80
Registered: ‎26-03-2018

Re: Constant Fiber Dropping and Slow speed

Hi @duckettp,

 

Thank you for providing that test result, I'm sorry for any inconvenience that this fault is causing you.

 

Our suppliers have advised that we need to arrange another engineer visit so that this may be investigated further. Please can you add your availability to the ticket here? If you add another post to this thread once you've done this, we'll pick this back up and get that booked in for you.

If this post resolved your issue please click the 'This fixed my problem' button
 Emily D
 Plusnet Help Team
duckettp
Dabbler
Posts: 12
Thanks: 1
Registered: 2 weeks ago

Re: Constant Fiber Dropping and Slow speed

I am a little concerned now as the Modem is reporting a nice and stable sync at 80/20 but the thoughput is less than half almost bang on 40. Could this be a stuck Bras profile or congestion? The line is still showing some noise on a quiet line test but im pretty sure the Openreach engineer check everythuing before he left. Im just concerned about getting an engineering out again in case they dont find anything this time, has everything be check that can be?
Plusnet Help Team
Plusnet Help Team
Posts: 1,474
Thanks: 250
Fixes: 49
Registered: ‎26-03-2018

Re: Constant Fiber Dropping and Slow speed

Hi @duckettp 

 

Just checking - you are measuring your throughput via a wired connection? 

 

Thanks, 

MoR

If this post resolved your issue please click the 'This fixed my problem' button
 MoR
 Plusnet Help Team
duckettp
Dabbler
Posts: 12
Thanks: 1
Registered: 2 weeks ago

Re: Constant Fiber Dropping and Slow speed

Yep tried with my Draytek router which is a little bit of a complex network setup and with the Plusnet supplied router with a laptop wired directly with nothing else. both show the Sync rate at 80/20 but speed tests are 40/20, and this is about 20 speed tests over different parts of the day.

If it wasn't so constant at 40 I would guess their is a problem but this seems more like a cap