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Line speed ticket

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jwsg
Grafter
Posts: 51
Thanks: 1
Registered: ‎16-08-2013

Line speed ticket

Having seen my sync go from 60+ in the first year of FTTC, to 50+ in the 2nd, 46+ last year, to 43 now, and having just taken a new contract with guaranteed 48 on predicted range 53-74, I've raised a query through the troubleshooter with ticket 188314277

 

As no response has been added yet could you add any test results while I'm waiting (GEA?) 

9 REPLIES 9
Plusnet Help Team
Plusnet Help Team
Posts: 990
Thanks: 224
Fixes: 32
Registered: ‎11-01-2018

Re: Line speed ticket

 

Hi @jwsg

 

I've just tested your line and you're in sync at 43mb/s so something is definitely amiss here.

 

Could you get your router into the test socket as shown here and then test the speed again via a wired connection? If the speed doesn't improve, leave the router in the test socket and our faults team will progress the fault you've already raised.

 

Best wishes

 

Dave

If this post resolved your issue please click the 'This fixed my problem' button
 Dave G
 Plusnet Help Team
jwsg
Grafter
Posts: 51
Thanks: 1
Registered: ‎16-08-2013

Re: Line speed ticket

Thank you for your reply

As requested Ive removed faceplate, attached hub1 via filter to test socket

The sync remains at Data rate: 16001 / 43600

BT test performed (35 down 12 up)

The master socket is a MK4 dual socket so I will refit it to restore home phone wiring pending your next comms

Plusnet Help Team
Plusnet Help Team
Posts: 11,600
Thanks: 3,537
Fixes: 577
Registered: ‎21-04-2017

Re: Line speed ticket

Hi there.

I'm sorry to see you're experiencing slower than expected speeds, and thanks for trying the test socket.

Our tests are showing your line to be banded at max of 44mbps. As we're not finding any causes for this, I've arranged for your line to be reset remotely. I'd allow 2-3 working days for this to go through and to see an improvement.

If you don't see a change or your speeds are banded again in the near future, then we'd likely need to arrange an engineer visit to investigate this further as there could be an underlying problem.

I've also added a reply to your open fault ticket which you can view here: https://www.plus.net/wizard/?p=view_question&id=188314277 as well as attaching a copy of your GEA test results to this post below:

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 42.4 Mbps
Upstream Speed 15.6 Mbps
Appointment Required N
Fault Report Advised N
NTE Power Status PowerOn
Voice Line Test Result Pass
Bridge Tap Not Detected
Repetitive Electrical Impulse Noise Not Detected
Estimated Line Length In Metres 630.4
Upstream Rate Assessment Good
Downstream Rate Assessment Low
Interference Pattern Not Detected
Service Impact No Impact Observed
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-44M Downstream, Retransmission Low - 0.128M-20M Upstream, Error Protection Off
Time Stamp 2019-03-02T08:30:00
Parameters MIN MAX AVG
Down Stream Line Rate 42.4 Mbps 43.6 Mbps 42.9 Mbps
Up Stream Line Rate 15.5 Mbps 16.0 Mbps 15.7 Mbps
Up Time 849.0 Sec 900.0 Sec 899.8 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 2019-03-15T07:47:46Z 2019-03-15T08:02:46Z
Ingress Code Violation 9 7
Egress Code Violation 0 1
Errored Seconds 0 1
Severely Errored Seconds 0 0
Unavailable Seconds 0 0
If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
jwsg
Grafter
Posts: 51
Thanks: 1
Registered: ‎16-08-2013

Re: Line speed ticket

My circuit re-synched today, but the results are quite worrying

 Down Rate=36370Kbps, Up Rate=16203Kbps; 

 

Plusnet Help Team
Plusnet Help Team
Posts: 596
Thanks: 70
Fixes: 24
Registered: ‎09-10-2018

Re: Line speed ticket

Hi @jwsg, thanks for getting back to us.

 

Having discussed your account with @Gandalf, I can confirm that there has been a delay in DLM resets going through. We'd expect it to complete over the course of today/tonight and you should notice an improvement over the course of tomorrow.

 

Please let us know if you either don't see a difference or if there's anything else at all you need in the meantime.

If this post resolved your issue please click the 'This fixed my problem' button
 Owen P
 Plusnet Help Team
jwsg
Grafter
Posts: 51
Thanks: 1
Registered: ‎16-08-2013

Re: Line speed ticket

The line re-synched early yesterday but shows no change since I raised the ticket last week

Down Rate=42603Kbps, Up Rate=15485Kbps; 

Plusnet Help Team
Plusnet Help Team
Posts: 990
Thanks: 224
Fixes: 32
Registered: ‎11-01-2018

Re: Line speed ticket

 

Hi @jwsg

 

Thanks for the update - we'll need to progress to an engineer for you.

 

I've added some guidance on the timeslots for an engineer to your open fault ticket here.

 

If you let us know when you've updated the ticket we'll get that booked in for you.

 

Best wishes

 

Dave

 

 

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 Dave G
 Plusnet Help Team
jwsg
Grafter
Posts: 51
Thanks: 1
Registered: ‎16-08-2013

Re: Line speed ticket

Ticket updated

Plusnet Help Team
Plusnet Help Team
Posts: 977
Thanks: 188
Fixes: 39
Registered: ‎26-03-2018

Re: Line speed ticket

Hi @jwsg 

 

I've booked your appointment and update the ticket with the time and date. 

 

Kind Regards, 

MoR

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 MoR
 Plusnet Help Team