GEA Line test request & clarification on the Pro Addon

[#1]

Hello,

Can I see a test result for my line please? I've reported a fault last week, my fibre has been running at 1/4 the speed for 2 weeks now with a large number of random disconnects and dropped packets. No response whatsoever on the ticket so far.

I've been a customer for 5+ years now and I remember the main reason for signing up with you in the first place was the QoS that was applied to the connection on your side. That seems to be gone now and if I wanted to have QoS priority on gaming services again I would have to pay 5 pounds a month for the privilege, on top of 39 quid I am paying now (27.5 for a new customer for same package). Is that correct?

Cheers

[#2]

Hi there. I have ran some checks on your line, and I can see some potential issues on there. Below is your GEA test, which shows some slow downs on the line, and a lower average than expected. Below the GEA I have attached a graph with your uptime on it. On there we can see the times that the connection has dropped.

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	48.1 Mbps
Upstream Speed	9.5 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	649.5
Upstream Rate Assessment	Reasonable
Downstream Rate Assessment	Reasonable
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-80M Downstream 4dB, Retransmission High - 0.128M-20M Upstream, Retransmission Low
Time Stamp	2018-06-15T16:00:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	12.9 Mbps	51.2 Mbps	26.4 Mbps
Up Stream Line Rate	9.9 Mbps	14.7 Mbps	12.4 Mbps
Up Time	422.0 Sec	900.0 Sec	891.7 Sec
Retrains	0.0	13.0	0.2

Can you please try connecting your router directly into the test socket with an alternate micro-filter and let us know how this goes. You can find more information on this at https://community.plus.net/t5/Library/Testing-From-The-Master-Socket/ba-p/1322242.

With regards to the above question in regards to QoS, as we are seeing issues on the line at the minute, I would recommend us getting the line up and running correctly first of all before we look into the pro add-on.

[#3]

Thanks for your response. I have a double master socket, never used a filter & don't even own one. My modem is plugged into the left part of the socket and I am using an Asus router connected to LAN1 of the modem, your Technicolor router I was provided when I signed up died about 3 years ago.

When I reported my issue through chat I was told there was a fault on the line and it's been raised with Openreach, the previous line test can be seen on the ticket that is still open and currently my line is synced at:

Current line speed:17.4 Mb

Until now I assumed the fault wasn't on my end but you providing me a totally different test result is confusing to say the least. I restarted the modem just now and after running a speed test from a PC connected through gigabit ethernet I can confirm the line is currently 17mbit downstream, nowhere near 48mbit..

[#4 · Accepted solution]

It looks like the profile on our end was still stuck due to the low speeds you had.

I've increased it to the correct value and if you retest it you should see a increase

Let us know how you get on

[#5]

The speeds are returning to normal now, thank you.

[#6]

Glad to hear it!

Let us know if you have any further issues