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Moved from Zen to Plusnet

Vanburen
Hooked
Posts: 5
Registered: ‎29-10-2014

Moved from Zen to Plusnet

I recently transitioned my home VDSL connection from Zen to Plusnet.

I was happy with the performance of my line on Zen, and thought it would largely stay the same (I use Plusnet at work and have been happy with that line as well).

However after the switch I have had some very erratic performance (please see broadband quality links below), this increase increase in jitter and latency was also accompanied with the loss of approx 10mbs of bandwidth. The router and modem used is the same for both Zen and Plusnet (switch to Plusnet on 10/5/19).

I spoke to Plusnet support and they indicated that there was a 10 day training period, and that I should wait for the line to stabilise.

It has now been 10 days and the line is still nowhere near as stable as it was under Zen.

Is there a chance DLM is still training the line, or could there be a problem somewhere?

07/05/19 https://www.thinkbroadband.com/broadband/monitoring/quality/share/5a46e1b4e5d33ee19306befb17d7d7ec4d...
08/05/19 https://www.thinkbroadband.com/broadband/monitoring/quality/share/65d92340dbc5ed90a5d9b0510e6ac00698...
09/05/19 https://www.thinkbroadband.com/broadband/monitoring/quality/share/8f0c08241562ec89ac41b17fafb8945f35...
10/05/19 (Switchover) https://www.thinkbroadband.com/broadband/monitoring/quality/share/495da71f8510941b4114f2b0f1bdeee242...
11/05/19 https://www.thinkbroadband.com/broadband/monitoring/quality/share/2cc67211a0a04ed9f0b5a9e15a51bad222...
12/05/19 https://www.thinkbroadband.com/broadband/monitoring/quality/share/bbf15bb724c1f5ee3a66df7a7b0a6af3e7...
13/05/19 https://www.thinkbroadband.com/broadband/monitoring/quality/share/78d7c383c5b0a91d3375a760eba8b946d5...
14/05/19 https://www.thinkbroadband.com/broadband/monitoring/quality/share/b22be4de00e689af87df5a390b93bdc84f...
15/05/19 https://www.thinkbroadband.com/broadband/monitoring/quality/share/5fceec8467cb635c264473d315d33f0fbc...
16/05/19 https://www.thinkbroadband.com/broadband/monitoring/quality/share/ee64694d8e9e2a420357577e81fc031530...
17/05/19 https://www.thinkbroadband.com/broadband/monitoring/quality/share/82fa030fa2e70178c2ab536d340b609dc6...
18/05/19 https://www.thinkbroadband.com/broadband/monitoring/quality/share/d89a0d1a7e3ee394e4e06b24b73b036263...
19/05/19 https://www.thinkbroadband.com/broadband/monitoring/quality/share/d4144af135fc4ad2fbbde881bff1f3b3c0...
20/05/19 https://www.thinkbroadband.com/broadband/monitoring/quality/share/ccf243d1966902740fe3304a5e1e2d7204...
5 REPLIES 5
Plusnet Help Team
Plusnet Help Team
Posts: 1,145
Thanks: 180
Fixes: 51
Registered: ‎09-10-2018

Re: Moved from Zen to Plusnet

Hi @Vanburen, thanks for your post.

 

We're sincerely sorry to hear of this issue and for the slightly delayed response.

 

Are you able to run a trace route for us so that we can hopefully see where the issue is originating?

If this post resolved your issue please click the 'This fixed my problem' button
 Owen P
 Plusnet Help Team
Vanburen
Hooked
Posts: 5
Registered: ‎29-10-2014

Re: Moved from Zen to Plusnet

Here is a trace route to the think broadband BQM server:

Tracing route to pingbox1.thinkbroadband.com [80.249.99.164]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  192.168.1.1
  2    19 ms    16 ms    17 ms  gi12-0-0-441.ptn-ag04.plus.net [84.93.253.72]
  3    15 ms    21 ms    21 ms  gi2-1-444.ptn-gw01.plus.net [84.93.253.79]
  4    44 ms    30 ms    36 ms  195.99.125.140
  5    18 ms    21 ms    17 ms  peer8-et-0-0-1.telehouse.ukcore.bt.net [62.172.103.170]
  6     *        *        *     Request timed out.
  7    28 ms    25 ms    23 ms  po4-31.core-rs2.thdo.ncuk.net [80.249.97.85]
  8    35 ms    21 ms    20 ms  pingbox1.thinkbroadband.com [80.249.99.164]

Trace complete.

For what it's worth I have the TBB BQM running on my office connection as well and it works fine, the graphs look fairly similar to what my home connection was like on Zen. 

Highlighted
Plusnet Help Team
Plusnet Help Team
Posts: 1,145
Thanks: 180
Fixes: 51
Registered: ‎09-10-2018

Re: Moved from Zen to Plusnet

Thanks for that @Vanburen.

 

So we can see that the tracert is completing and it doesn't seem to be taking overly long to do so. This coupled with completely clean line test results does indicate that it's the DLM still in play here.

 

Give it a couple of days and we do expect that it'll stabilise.

If this post resolved your issue please click the 'This fixed my problem' button
 Owen P
 Plusnet Help Team
Vanburen
Hooked
Posts: 5
Registered: ‎29-10-2014

Re: Moved from Zen to Plusnet

Thanks OskarPapa.

 

Funly enough it it looks like the DLM finished training at midnight last night. 

 

Out of interest, is it possible to see a GEA Test to see what it ended up with?

Plusnet Help Team
Plusnet Help Team
Posts: 1,145
Thanks: 180
Fixes: 51
Registered: ‎09-10-2018

Re: Moved from Zen to Plusnet

Of course @Vanburen, please see below:

 

GEA Test Detail
Circuit ID <REDACTED> Service ID <REDACTED>
 
 
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 60.4 Mbps
Upstream Speed 19.8 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 296.1
Upstream Rate Assessment Very 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-80M Downstream 3dB, Retransmission High - 0.128M-20M Upstream, Error Protection Off
Time Stamp 2019-05-08T14:30:00
Parameters MIN MAX AVG
Down Stream Line Rate 51.5 Mbps 73.3 Mbps 59.7 Mbps
Up Stream Line Rate 19.8 Mbps 20.0 Mbps 19.9 Mbps
Up Time 226.0 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 2019-05-21T12:52:53Z 2019-05-21T13:07:53Z
Ingress Code Violation 4 2
Egress Code Violation 0 0
Errored Seconds 0 0
Severely Errored Seconds 0 0
Unavailable Seconds 0 0

 

Please let me know if you need anything else at all.

If this post resolved your issue please click the 'This fixed my problem' button
 Owen P
 Plusnet Help Team