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Fibre speeds down and regular DSL line drops

ikilby
Dabbler
Posts: 13
Thanks: 2
Registered: ‎04-03-2014

Fibre speeds down and regular DSL line drops

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.

 

20 REPLIES 20
Townman
Superuser
Superuser
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Registered: ‎22-08-2007

Re: Fibre speeds down and regular DSL line drops

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.


 

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.

ikilby
Dabbler
Posts: 13
Thanks: 2
Registered: ‎04-03-2014

Re: Fibre speeds down and regular DSL line drops

Let me try and re- phrase the question.

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.
RealAleMadrid
Seasoned Champion
Posts: 1,547
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Registered: ‎07-07-2009

Re: Fibre speeds down and regular DSL line drops

@ikilby  Plusnet staff are thin on the ground lately, @Townman is just a customer offering advice on the forum with no access to Plusnet's systems.

ikilby
Dabbler
Posts: 13
Thanks: 2
Registered: ‎04-03-2014

Re: Fibre speeds down and regular DSL line drops

Thanks for stating that as i really had no idea and i did think it was support.

Appreciate the correction

Townman
Superuser
Superuser
Posts: 17,519
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Registered: ‎22-08-2007

Re: Fibre speeds down and regular DSL line drops

It’s the best most pragmatic self help ... rather than waiting for staff availability. Often you can gather more meaningful stats than Plusnet. The router reports what is happening now.

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.

Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 19,346
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Registered: ‎21-04-2017

Re: Fibre speeds down and regular DSL line drops

Thanks for your post @ikilby 

Unfortunately or fortunately depending which way you look at it @Townman's not staff but I am Smiley

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.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
ikilby
Dabbler
Posts: 13
Thanks: 2
Registered: ‎04-03-2014

Re: Fibre speeds down and regular DSL line drops

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 

Gandalf
Plusnet Help Team
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Registered: ‎21-04-2017

Re: Fibre speeds down and regular DSL line drops

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?

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
ikilby
Dabbler
Posts: 13
Thanks: 2
Registered: ‎04-03-2014

Re: Fibre speeds down and regular DSL line drops

Thanks yes I have just plugged it back in now so I will raise a fault.

 

 

Gandalf
Plusnet Help Team
Plusnet Help Team
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Registered: ‎21-04-2017

Re: Fibre speeds down and regular DSL line drops

Cheers, let me know once you've raised the ticket

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
ikilby
Dabbler
Posts: 13
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Registered: ‎04-03-2014

Re: Fibre speeds down and regular DSL line drops

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

 

Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 19,346
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Registered: ‎21-04-2017

Re: Fibre speeds down and regular DSL line drops

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. 

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
ikilby
Dabbler
Posts: 13
Thanks: 2
Registered: ‎04-03-2014

Re: Fibre speeds down and regular DSL line drops

Point taken and I have raised the fault as suggested.

 

Regards

 

Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 19,346
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Registered: ‎21-04-2017

Re: Fibre speeds down and regular DSL line drops

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

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