Moved from Zen to Plusnet

[#1]

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...

[#2]

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?

[#3]

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. 

[#4]

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.

[#5]

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?

[#6]

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.