Line test request
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Line test request
28-05-2019 12:44 PM
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Re: Line test request
28-05-2019 1:42 PM
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Hello @stevetoza thank you for answering my call today.
I have updated the House Move ticket on your account in regards to our conversation. You can view this by Clicking Here
Should you require any further assistance, please feel free to get back in touch with us.
Many thanks.
Re: Line test request
28-05-2019 1:51 PM
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Re: Line test request
28-05-2019 3:04 PM
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Hi @stevetoza,
I'm sorry to hear that the speeds are lower than expected. I've tested your line today and I can see that you're currently receiving a sync speed of 66.5Mbps download. Does this reflect what you're seeing on your end of things? Regarding the speeds we're seeing, it's a little below what we'd expect the line to perform at, although it is worth noting that as the orders only completed earlier today, the speed may improve in the coming days. If it doesn't seem to be improving then my first recommendation would be to set the router up within the test socket, if you haven't already done so. We have a guide on how to do this here.
Please let us know how this goes and if there's any further issues and we'll be happy to pick this back up for further review.
Re: Line test request
28-05-2019 8:07 PM
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Hello @TheMightyAJ
Yep thats the sync/connection speed i'm seeing on the router too. With the line length I was expecting to see this higher. I've tested via the test socket this evening and that makes no difference. Theres nothing else connected its a simple setup 5c master socket with a filtered face plate - modem straight in.
Thanks
Re: Line test request
28-05-2019 9:22 PM
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Hi @stevetoza, thanks for your response.
We're not detecting any sort of issue with the line, however, as the speeds are under the minimum estimates we would be able to investigate further.
If you can raise the issue at https://faults.plus.net, we'll be able to liaise with our suppliers to try and find out what the issue is.
Let me know here when you've done so and I'll progress the issue ASAP for you.
Re: Line test request
28-05-2019 9:36 PM
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Re: Line test request
29-05-2019 12:05 PM
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Hi @stevetoza, I'm sorry to hear you're having speed issues. As your new connection at the property only went live yesterday it is still undergoing the training period meaning automated settings will be over the next few days (usually more so in the first 10 days) changing and finding the best stability settings. This means that we do sometimes see speeds lower than expected during this period and we'd recommend monitoring over the next few days and letting us know if the speeds are still under the lower end estimate 68.5Mbps come 07/06/19. This is because we often see the speeds increase within the advised estimates over this time.
By all means if the speeds are still not within estimates come the end of the first 10 days then we'll happily investigate further or if you do see any signs like drops in connection or the speeds dropping more considerably then please do let us know.
If the problem does persist past the first 10 days or there seems to be more of a underlying issue then could you also please confirm if the faceplate of the master socket has been removed and the connection has been tried in the test socket? I ask as we can't see the connection dropped since this set-up was advised and although you've mentioned there's nothing else plugged in it very well could be the faceplate itself, internal wiring of the property or another extension socket within the property that could be being the potential issue and removing the face plate and plugging into the test socket rules out all these factors.
Re: Line test request
31-05-2019 8:58 AM
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Hello,
I've checked this morning and looks like the sync speed has now increased to more of the speed i'd expect to see for my line. It's sync'd at 74889Kbps. Could you check my IP profile to see if thats increased along with it. When doing a speed test i'm still seeing speeds of around 60Mbps.
Thanks
Steve
Re: Line test request
31-05-2019 11:33 AM
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Hi @stevetoza
The profile is looking spot on at "Profile Name0.128M-80M Downstream, Interleaving Low - 0.128M-20M Upstream, Error Protection Off"
Your Sync Speed is roughly 75Mbps, so things are looking good from our side.
Kind Regards,
MoR
Re: Line test request
31-05-2019 6:00 PM
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Great thanks, I'll keep an eye and see if it increased any further.
Thanks for the help
Steve
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