Leaving because of poor performance
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- Re: Why I have left Plusnet
Re: Why I have left Plusnet
04-01-2019 9:50 AM - edited 04-01-2019 9:51 AM
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Hi @royleestoves,
I'm sorry to hear that you're experiencing problems with your connection. I've tested your line but the test hasn't picked up any problems from here and indicates that your line is currently syncing at the full 80mbps down and 20mbps up. Do you experience performance issues on wired connections or is it just wireless?
GEA Test Detail | |||
Circuit ID | NA | Service ID | BBEUXXXXXXXX |
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 | 80.0 Mbps | ||||
Upstream Speed | 20.0 Mbps | ||||
Appointment Required | N | ||||
Fault Report Advised | N | ||||
NTE Power Status | PowerOn | ||||
Voice Line Test Result | Pass | ||||
Bridge Tap | Detected | ||||
Repetitive Electrical Impulse Noise | Not Detected | ||||
Estimated Line Length In Metres | 261.3 | ||||
Upstream Rate Assessment | Very Good | ||||
Downstream Rate Assessment | Very Good | ||||
Interference Pattern | Regular Interference Observed Daily | ||||
Service Impact | No Impact Observed | ||||
Interference Duration Longest Occurrence | ; 00:00 to 23:45 | ||||
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 | ||||
Profile Name | 0.128M-80M Downstream, Interleaving Low - 0.128M-20M Upstream, Error Protection Off | ||||
Time Stamp | 2018-12-22T09:45:00 |
Parameters | MIN | MAX | AVG |
Down Stream Line Rate | 80.0 Mbps | 80.0 Mbps | 80.0 Mbps |
Up Stream Line Rate | 20.0 Mbps | 20.0 Mbps | 20.0 Mbps |
Up Time | 261.0 Sec | 900.0 Sec | 899.3 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 | 2019-01-04T09:16:27.488+00:00 | 2019-01-04T09:31:27.488+00:00 |
Ingress Code Violation | 0 | 0 |
Egress Code Violation | 0 | 2 |
Errored Seconds | 0 | 0 |
Severely Errored Seconds | 0 | 0 |
Unavailable Seconds | 0 | 0 |
Please can you run through our troubleshooting guides here and let us know how you get on.
Re: Why I have left Plusnet
04-01-2019 10:05 AM
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I'm going to set modem to use only one said 5GHz and then run tests.. But I find it strange that kbd cleared it temporaryily.
These modems, mine is several years old.. It there nothing better available now? Or can I go and purchase something better so I can trunk to another switch?
Re: Why I have left Plusnet
04-01-2019 12:48 PM
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Hi @royleestoves,
I can confirm that this was a standard KBD test, it's odd that the KBD from yesterday stopped the connection issue during the evening.
In terms of your router, you have our Hub One which is our most up to date router. If you'd like to use a different router, you'd need a third party router that's not locked to another provider and is VDSL (fibre broadband) compatible.
Please let us know how you get on with the tests. If you've not done so already, I'd also recommend that you run through our troubleshooting guides here.
Re: Why I have left Plusnet
04-01-2019 1:46 PM - edited 04-01-2019 1:56 PM
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@EmilyD wrote:
Hi @royleestoves,
I'm sorry to hear that you're experiencing problems with your connection. I've tested your line but the test hasn't picked up any problems from here and indicates that your line is currently syncing at the full 80mbps down and 20mbps up. Do you experience performance issues on wired connections or is it just wireless?
Please can you run through our troubleshooting guides here and let us know how you get on.
I thought that:-
Bridge Tap | Detected |
was a "very bad thing" - is this true?
BTW I have a separate modem and router and both have been running 24/7 for 6+ years. The wifi is rubbish - but I only use it occasionally, so I don't mind.
Otherwise, that 261m distance to the cabinet is virtually the same as mine, so you should be good for 70Mbit downloads.
"In The Beginning Was The Word, And The Word Was Aardvark."
Re: Why I have left Plusnet
04-01-2019 1:57 PM
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Re: Why I have left Plusnet
04-01-2019 2:01 PM
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Yes - the bit from the cabinet to the exchange uses a real fibre connection.
It's only the length of the wire to the cabinet that counts.
"In The Beginning Was The Word, And The Word Was Aardvark."
Re: Why I have left Plusnet
04-01-2019 2:29 PM
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Hi @VileReynard, thanks for pointing this out. "Bridge tap detected" could be caused by a few things both internal and external and although I'd advise to run through the below troubleshoot steps to narrow down where the bridge tap is coming from I'm not entirely sure this is behind the connection issues you've been seeing as of recent. This due to to next to no errors we are seeing when testing the line and full speeds getting tot he router fine.
Moving forwards I'd advise getting the router in the optimal set-up which should help determine where the bridge tap is coming from whether be internal or external.
Testing in the optimal set-up would entail plugging the connection into your test socket which is under the face plate of your master socket and seeing if the issue persists (or continues to show when we re-test). This rules out internal wiring, face plates and extension sockets as being the cause being the bridge tap (cabling that doesn't terminate anywhere). How to locate the test socket and set your connection into it can be found here:
https://community.plus.net/t5/Library/Testing-From-The-Master-Socket/ba-p/1322242
If you could please drop us a message when in this set-up we'll happily re-test from this side to see if the bridge tap is still detected.
As my colleague asked previously, is it that you notice the ping spikes when gaming over solely wireless connections or wired also? As your mention of the 5GHz change makes me think that you could be gaming over a wireless connection and it may be interference being the intermittent issues you're seeing?
Re: Why I have left Plusnet
04-01-2019 4:45 PM
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@EmilyD wrote:
Hi @royleestoves,
I can confirm that this was a standard KBD test, it's odd that the KBD from yesterday stopped the connection issue during the evening.
Line tests have been known to "clear" iffy joint issues … until they get damp again. Might an iffy joint report as a bridge tap?
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Re: Why I have left Plusnet
04-01-2019 6:15 PM
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Re: Why I have left Plusnet
04-01-2019 6:21 PM
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I do have several by sockets around the house with the main at the front door 😕
I did terminate one socket.. I think an internal test of my by wiring is also needed just not sure how to achieve.
Re: Why I have left Plusnet
04-01-2019 6:21 PM
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The router has 2.4GHz wireless built-in.
I think VDSL acronym is often used regardlessly of it being truly VDSL or VDSL2.
"In The Beginning Was The Word, And The Word Was Aardvark."
Re: Why I have left Plusnet
04-01-2019 6:31 PM
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I suppose for now my line is fine with the limit of 100 mbps, seen as though I get 80 😕
Re: Why I have left Plusnet
04-01-2019 6:39 PM
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I think ALL devices are dual band.
5GHz doesn't travel through walls as well as 2.4GHz
Also, most (all) ? public wifi is 2.4GHz
"In The Beginning Was The Word, And The Word Was Aardvark."
Re: Why I have left Plusnet
04-01-2019 6:47 PM
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Re: Why I have left Plusnet
04-01-2019 6:51 PM
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If you are using wifi, then you have to change your connection method or buy an expensive modem-router with loads of aerials on it in an attempt to get a better performance.
"In The Beginning Was The Word, And The Word Was Aardvark."
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