Fibre speeds down and regular DSL line drops
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- Re: Fibre speeds down and regular DSL line drops
Fibre speeds down and regular DSL line drops
02-06-2021 4:11 PM
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HI I am on your fibre unlimited package and when the service was activated was on 75Mbps down and 15Mbps up.
Currently I am lucky if I get 45Mbps down and 12Mbps up.
I am also starting to get random DSL drops which I am guessing are re-syncs.
Please can you check my line stats and see if you can see anything obvious.
Re: Fibre speeds down and regular DSL line drops
02-06-2021 6:16 PM
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It would be more productive to run through the fault reporter yourself.
First check out the phone line, then post your router stats here please.
Broadband is not going to work well if the "phone" line is not working properly.
Please perform a quiet line test - dial 17070 select option 2 using a corded phone plugged into the test socket behind the face plate of the master socket. It should be silent. A noisy phone line (or no dial tone) will have a marked adverse impact on the performance of broadband.
If the line is noisy or there is no dial tone, then a PHONE LINE fault needs to be raised with your phone provider. If this is PlusNet, you can report a fault on line using the button below. From the Q&A list, choose the one which matches the problem, 'open' the 'section' and click the trouble-shooter link. NB: If you receive a failure message (rather than a log-in prompt) then log-in to the user portal in a different browser tab and attempt to use the trouble-shooter again.
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Fibre speeds down and regular DSL line drops
02-06-2021 6:23 PM
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Are you able to see on your system when the DSL line has bounced?
As for doing the line test i can and will do that.
Re: Fibre speeds down and regular DSL line drops
02-06-2021 6:50 PM
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Re: Fibre speeds down and regular DSL line drops
02-06-2021 6:51 PM
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Thanks for stating that as i really had no idea and i did think it was support.
Appreciate the correction
Re: Fibre speeds down and regular DSL line drops
02-06-2021 6:58 PM - edited 02-06-2021 7:01 PM
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In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Fibre speeds down and regular DSL line drops
02-06-2021 7:02 PM - edited 02-06-2021 7:02 PM
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Thanks for your post @ikilby
Unfortunately or fortunately depending which way you look at it @Townman's not staff but I am
I've tested your line and I've attached the testing below
GEA Test Detail | |||
Circuit ID | NA | 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 | 56.6 Mbps | ||||
Upstream Speed | 14.7 Mbps | ||||
Appointment Required | N | ||||
Fault Report Advised | N | ||||
NTE Power Status | PowerOn | ||||
Voice Line Test Result | Voice fault suspected - contact Voice CP to progress copper issue | ||||
Radio Frequency Ingress | Not Detected | ||||
Repetitive Electrical Impulse Noise | Not Detected | ||||
Cross Talk | Not Detected | ||||
Estimated Line Length In Metres | 611.3 | ||||
Upstream Rate Assessment | Good | ||||
Downstream Rate Assessment | Good | ||||
Interference Pattern | Regular Interference Observed Daily | ||||
Service Impact | No Impact Observed | ||||
Interference Duration Longest Occurrence | From05:30to22:15 | ||||
Interference Location | Customer Premise | ||||
Interference Observed In Days | 9 | ||||
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 | ||||
DP Type | External | ||||
Profile Name | 0.128M-80M Downstream 5dB, Retransmission High - 0.128M-20M Upstream, Error Protection Off | ||||
Time Stamp | 2021-05-20T19:00:00 |
Parameters | MIN | MAX | AVG |
Down Stream Line Rate | 55.2 Mbps | 60.5 Mbps | 58.3 Mbps |
Up Stream Line Rate | 14.0 Mbps | 15.0 Mbps | 14.5 Mbps |
Up Time | 2.0 Sec | 900.0 Sec | 892.2 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 | 2021-06-02T17:25:10Z | 2021-06-02T17:40:10Z |
Ingress Code Violation | 3 | 0 |
Egress Code Violation | 0 | 0 |
Errored Seconds | 0 | 0 |
Severely Errored Seconds | 0 | 0 |
Unavailable Seconds | 0 | 0 |
Here's also a picture showing the last 7 days of your connection
The voice fault that the tests have identified is what's known as a Loop Rectified which is a bit like a short circuit. The phone troubleshooter online likely won't work as this sort of fault would require us to book an engineer visit.
I'd recommend going through the steps that Townman's suggested but as well as that, try plugging your router into the test socket explained Here making sure there's no extension cabling between your modem and the telephone socket.
If you're still having issues are you still using the Openreach modem and Technicolor router we've sent?
As an alternative to the above, if you can remove the faceplate of the master socket to reveal the test socket and make sure everything's disconnected from it then post back, I can retest your line to see if the fault's still showing.
I hope this helps.
Re: Fibre speeds down and regular DSL line drops
02-06-2021 7:11 PM
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Thanks.
I will try using the test socket.
I actually don't have a phone I could plug into the socket to do the quiet line test - will have to buy one.
The BT supplied Huawei modem is plugged directly into the socket. I don't use the Supplied Router and use a Ubiquiti UDM Pro.
Give me 5 minutes to take off the faceplate and unplug everything from the socket and feel free to test again.
Let me know when you are doing so I can re connect everything
Re: Fibre speeds down and regular DSL line drops
02-06-2021 7:19 PM
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Thanks for getting back to me @ikilby
Line tests are still showing an issue so if everything was unplugged at around 19:18 we can be reasonably sure the fault's not going to be anything to do with your equipment or wiring. Could you raise a fault at faults.plus.net and post back afterwards so we can arrange an engineer visit to investigate further?
Re: Fibre speeds down and regular DSL line drops
02-06-2021 7:26 PM
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Thanks yes I have just plugged it back in now so I will raise a fault.
Re: Fibre speeds down and regular DSL line drops
02-06-2021 7:27 PM
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Re: Fibre speeds down and regular DSL line drops
02-06-2021 7:33 PM
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Thanks I will have to buy a cheap phone to do the quiet line tests etc.
Will get one tomorrow and do the tests and fault raising then and will let you know on here when it is done.
Regards
Re: Fibre speeds down and regular DSL line drops
02-06-2021 7:38 PM
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No problem although I wouldn't say checking your phone line with a handset will change the outcome, because we've already identified that there's a loop rectified fault with none of your equipment plugged into the test socket.
Re: Fibre speeds down and regular DSL line drops
02-06-2021 7:45 PM
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Point taken and I have raised the fault as suggested.
Regards
Re: Fibre speeds down and regular DSL line drops
02-06-2021 7:52 PM
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Cheers, I've just added a reply to the ticket ref 214854039 now.
Could you respond with when you'd be available for an engineer visit?
If you can post back afterwards we'll make sure that's picked back up as soon as we can
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