Loosing Broadband
FIXED
Hello @Peakdistrict,
Sorry to hear you are experiencing an issue with your connection. I have a checked your connection and there definitely seems to be something out of place somewhere as we can see more drops in connection than we would like and a low Sync speed. Although our tests aren't picking up exactly what's causing the issue and we would need to rule out your internal wiring out by plugging the connection into your test socket which is under the faceplate of your master socket and seeing if the drops stop. This rules out internal wiring, face plates and extension sockets as being the cause. 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
Please monitor the connection in the test socket for 24 hour and get back to us if both the speed and connection doesn't improve.
its a NTE5 vDSL socket with filters built in filters (not my socket image from net)
Thank you for connecting to the test socket.
I've tested your line and the test is still picking up the same issue, so we can be confident that the master socket faceplate isn't the cause of this issue. For reference, today's test result is as follows:
| GEA Test Detail | |||
| Circuit ID | NA | Service ID | BBEUXXXXXXXX |
| Test Outcome | Fail | ||||
| Test Outcome Code | GTC_FTTC_SERVICE_1114 | ||||
| Description | Upstream ES and SES have exceeded threshold from real time check. Continue submitting trouble report | ||||
| Main Fault Location | CI | ||||
| Sync Status | In Sync | ||||
| Downstream Speed | 18.9 Mbps | ||||
| Upstream Speed | 1.4 Mbps | ||||
| Appointment Required | N | ||||
| Fault Report Advised | Y | ||||
| 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 | 1623.8 | ||||
| Upstream Rate Assessment | Very Good | ||||
| Downstream Rate Assessment | Very Good | ||||
| Interference Pattern | Regular Interference Observed Daily | ||||
| Service Impact | Retrains Observed | ||||
| Interference Duration Longest Occurrence | From 03:15 to 03:30 | ||||
| Interference Location | Unknown | ||||
| 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 3dB, Retransmission High - 0.128M-20M Upstream, Error Protection Off | ||||
| Time Stamp | 2018-07-27T09:30:00 | ||||
| Parameters | MIN | MAX | AVG |
| Down Stream Line Rate | 18.9 Mbps | 20.2 Mbps | 19.6 Mbps |
| Up Stream Line Rate | 1.4 Mbps | 1.6 Mbps | 1.5 Mbps |
| Up Time | 627.0 Sec | 900.0 Sec | 898.7 Sec |
| Retrains | 0.0 | 4.0 | 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 | 2018-08-09T08:06:52Z | 2018-08-09T08:21:52Z |
| Ingress Code Violation | 1226 | 537 |
| Egress Code Violation | 5 | 66 |
| Errored Seconds | 14 | 21 |
| Severely Errored Seconds | 13 | 12 |
| Unavailable Seconds | 0 | 0 |
Please can you run through our troubleshooting guides here and let us know how you get on? If the troubleshooting checks don't resolve the problem, please report it here and let us know when you've completed it - we'll then be able to investigate this further for you.
Personally I think the problem is your SNR is too low. The only way we have at the moment to increase this is to wait for DLM or book an engineer to take a look at the line. I'll update the ticket that's open on your account.