Line fault fixed, still slow speeds
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- Re: Line fault fixed, still slow speeds
Line fault fixed, still slow speeds
11-07-2019 8:19 PM
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I called a few days ago due to low speeds and stuttery latency (I was maxing out download at around 31Mb), and was told that there was a line fault. The Openreach engineer fixed the line yesterday, then ran a test from my master socket with his test device. The test device reported a SNR margin of 3.5dB, download speed of 74Mb and upload of 14Mb.
However when I run a speed test myself I'm still hitting around 31Mb download. Can somebody check if I am being affected by dlm? I tried calling support but the agent wasn't very helpful.
Re: Line fault fixed, still slow speeds
11-07-2019 10:23 PM
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Ok I called support again and we tested with the Plus One hub, the hub was syncing ~60Mb but still downloading at 30Mb. The agent then said he changed the profile and after a while I'm now downloading at ~55Mb. My HA612 says that I am syncing at 63Mb down and 15Mb up with an SNR margin of...21.9dB!! I think it's clear that I'm being affected by dlm so I'd like to request a dlm reset to see what happens please (since I did just have a line fix).
Re: Line fault fixed, still slow speeds
12-07-2019 10:10 AM
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Hey @Rajveer86,
Thanks for getting back to us.
There is an underlying issue that is causing the SNR margin issue you are seeing your side. I have provided a further reply via ticket here. Please reply with your availability and we can pick it up from here.
Thanks.
Re: Line fault fixed, still slow speeds
12-07-2019 11:15 AM
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Awesome, I've replied, thank you for checking on this first thing in the morning
Re: Line fault fixed, still slow speeds
12-07-2019 12:38 PM
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Great, all updated for you @Rajveer86
Give us a nudge if there is anything else we can assist you with.
Thanks.
Re: Line fault fixed, still slow speeds
17-07-2019 11:50 AM
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Hi @Mads, the engineer has come and said that everything looks fine with the line. Immediately after I've connected and my ping has risen to 16ms and I'm now only hitting 45Mb download. Something weird is going on, can you take a look please? I was rock solid at 6-7 ping so I think dlm is kicking in, can I get a reset please.
Re: Line fault fixed, still slow speeds
17-07-2019 12:14 PM
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Hi @Rajveer
I've reset your profile - let's see how this looks in 24 hours and take it from there.
Thanks
Dave
Re: Line fault fixed, still slow speeds
17-07-2019 12:52 PM
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Re: Line fault fixed, still slow speeds
17-07-2019 12:59 PM
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Hi @pippin2019
Thanks for getting in touch. I can see that you've raised this with my colleagues who have opened a fault ticket for you here.
Could you please let us know how you get on with the steps contained in that ticket and what the results of a speed test are via a wired device?
Best wishes
Dave
Re: Line fault fixed, still slow speeds
18-07-2019 7:35 PM - edited 18-07-2019 7:35 PM
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Hi @RandallFlagg,
I've given it 24 hours and I've seen no improvement. I've tried disconnecting and reconnecting, reconnecting with the Plusnet router e.t.c. I'm syncing at 56Mb download and am only able to download at 45Mb, I have a ping of 15. This is worse than before the first engineer came to fix the line (when I actually had a line fault). What is going on?
Re: Line fault fixed, still slow speeds
18-07-2019 8:35 PM
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Hi @Rajveer86, looking over the account and testing the connection isn't flagging up any problems in regards to speeds.
While they are around what you're advising (Currently in sync around 49Mbps) the speeds we're seeing when testing are within the estimates for your connection:
GEA Test Detail | |||
Circuit ID | NA | Service ID | |
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 | 49.5 Mbps | ||||
Upstream Speed | 14.8 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 | 759.3 | ||||
Upstream Rate Assessment | Very Good | ||||
Downstream Rate Assessment | Very Good | ||||
Interference Pattern | Not Detected | ||||
Service Impact | No Impact Observed | ||||
Home Wiring Problem | Not Detected | ||||
Technology | VDSL | ||||
Profile Name | 0.128M-80M Downstream, Interleaving Low - 0.128M-20M Upstream, Error Protection Off |
Featured Products |
Downstream Line Rate(Mbps) |
Upstream Line Rate(Mbps) |
Downstream Handback Threshold(Mbps) |
WBC FTTC Availability Date |
WBC SOGEA Availability Date |
Left in Jumper |
||
---|---|---|---|---|---|---|---|---|
High | Low | High | Low | |||||
VDSL Range A (Clean) | 59.6 | 41.2 | 11.8 | 7.2 | 35 | Available | Available | -- |
While I appreciate speeds may have been higher in the past, 15ms ping doesn't sound problematic and I'm afraid our suppliers are unlikely to accept a fault regarding slow speeds when the line is performing within the estimates unless there is another problem being exhibited.
Re: Line fault fixed, still slow speeds
18-07-2019 8:41 PM - edited 18-07-2019 8:46 PM
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Great, thanks for the help, I'll live with a slower speed and higher ping that what I used to have shall I...Tell me why is it that before a line fault I'm getting a better connection than after 2 engineers come to fix and check out my line?
You reply is basically saying screw you, we're not helping.
Re: Line fault fixed, still slow speeds
on 19-07-2019 9:14 AM - last edited on 19-07-2019 2:15 PM by Mav
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Hi @Rajveer86
I'm afraid the information that my colleague has provided is correct - line speeds (and as a byproduct, ping speeds) can vary and whilst I appreciate that this is frustrating when you've historically achieved a higher speed, our suppliers will not treat this as a fault whilst your speeds are within the estimate for your line.
Best wishes
Dave
Moderator's note by Mike (Mav): Tag fixed.
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