Possible stuck profile

[#1]

I have experienced gradully reducing speeds on my Plusnet service over teh past 18 months.  Coudl someone take a look for me please?

My stats are:-

Actual Rate down: 22399

Attainable rate down: 30234 (used to be closer to 40 Mb/s)

Path Fast

SNR Margin 15 dB

CRC & ES rate stays at zero

I wonder if the line has become banded as the SNR margin is way too high - Plusnet can this be changed please?

BT Line checker says:-

Featured Products	Downstream Line Rate(Mbps)		Upstream Line Rate (Mbps)		Downstream Handback Threshold(Mbps)	WBC FTTC Availability Date	WBC SOGEA Availability Date	Left in Jumper
	High	Low	High	Low
VDSL Range A (Clean)	41.1	27.4	7.7	6	22.4	Available	Available	--
VDSL Range B (Impacted)	40	22.4	7.6	5.1	18	Available	Available	--

Featured Products	Downstream Line Rate(Mbps)	Upstream Line Rate (Mbps)	Downstream Range (Mbps)	Availability Date	FTTP Install Process
WBC FTTP	Upto 1000	Upto 220	--	Available	1 Stage

ADSL Products	Downstream Line Rate (Mbps)	Upstream Line Rate (Mbps)	Downstream Range(Mbps)	ADSL Availability Date	WBC SOADSL Availability Date	Left in Jumper
WBC ADSL 2+	Up to 8.5	--	5.5 to 11	Available	Available	--
WBC ADSL2+ Annex M	Up to 8.5	Up to 1	5.5 to 11	Available	Available	--
ADSL Max	Up to 6	--	5 to 8	Available	Available	--
WBC Fixed Rate	2	--	--	Available	Available	--
Fixed Rate	2	--	--	Available	--	--

Observed Speeds	VDSL
Max Observed Downstream Speed	22.39
Max Observed Upstream Speed	7.48
Observed Date	2020-11-28

Other Offerings	Availability Date
VDSL Multicast	Available
ADSL Multicast	Available

Premise Environment	Status
Bridge Tap	N
VRI	N
NTE FacePlate	P
Last Test Date	21-11-2020

Exchange Product Restrictions	Status
FTTP Priority Exchange	N
WLR Withdrawal	N
SOADSL Restriction	Y

[#2]

Together with our network partners at Openreach we will try to provide you with the best speeds possible. If you feel this is not the case, please raise your speed fault online at faults.plus.net

[#3]

Thanks - have riased a ticket now

[#4]

Not had any acknowledgement of the ticket - no opportunity to specify the fault - just a generic we'll look into things message.  No fault refernece number, and no abaility to track the fault......

What do I do next?

[#5]

Hi @ccarmock, thanks for getting back to us. I'm afraid I can't see a raised fault on your account when checking. Not to worry however, as when running a test over your connection I can see we're picking up a line fault which very well could be behind the speed issues as of recent.

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	21.3 Mbps
Upstream Speed	7.5 Mbps
Appointment Required	N
Fault Report Advised	N
NTE Power Status	PowerOn
Voice Line Test Result	Voice fault suspected - contact Voice CP to progress copper issue
Radio Frequency Ingress	Not Detected
Repetitive Electrical Impulse Noise	Not Detected
Cross Talk	Not Detected
Estimated Line Length In Metres	1107.9
Upstream Rate Assessment	Very Good
Downstream Rate Assessment	Reasonable
Interference Pattern	Not Detected
Service Impact	No Impact Observed
Home Wiring Problem	Not Detected
Technology	VDSL
Current 15Min Bin Retrains	0
Last 15Min Bin Retrains	0
DP Type	External
Profile Name	0.128M-22.4M Downstream, Retransmission High - 0.128M-10M Upstream, Error Protection Off
Time Stamp	2020-11-20T15:30:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	22.3 Mbps	22.3 Mbps	22.3 Mbps
Up Stream Line Rate	7.4 Mbps	7.6 Mbps	7.5 Mbps
Up Time	860.0 Sec	900.0 Sec	899.9 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	2020-12-03T15:03:31Z	2020-12-03T15:18:31Z
Ingress Code Violation	4	0
Egress Code Violation	0	0
Errored Seconds	0	0
Severely Errored Seconds	0	0
Unavailable Seconds	0	0

As the phone line isn't with us I'm unable to test further and get this raised our side however I'd advise if you give your phone provider a call and ask them to test the line they should pick up the external fault we are getting hints of when looking at the broadband and hopefully they should be ale to raise this externally for you.
Let us know how it goes and should you still have speed problems after the line fault has been clear let us know and we'll happily investigate further.

[#6]

THank you Ben - I'll call BT re the possible landline fault.

[#7]

@ccarmock  The obvious fault that Plusnet will have to sort out is that your line is capped on a banded profile of 22.4 Mbps. Fixing any phone line fault will probably not change this, a DLM reset will be required.

[#8]

Yes I think you are right re banding.   

BT have tested the voice path on the line and said no fault is found....

[#9]

The performance of this line is still poor.  BT claim there is no line fault.

The router is a Draytek 2960 and shows the following over an uptime of over 329 Hours.

	Downstream		Upstream
Actual Rate	22399	Kbps	7744	Kbps
Attainable Rate	23320	Kbps	7744	Kbps
Path Mode	Fast		Fast
Interleave Depth	1		1
Actual PSD	5. 4	dB	11. 2	dB
	Near End		Far End
Trellis	ON		ON
Bitswap	ON		ON
ReTx	0		1
SNR Margin	10	dB	5	dB
Attenuation	26	dB	29	dB
CRC	176		9956
FECS	0	s	0	s
ES	71	s	7795	s
SES	37	s	1	s
LOSS	0	s	0	s
UAS	28	s	59	s
HEC Errors	0		0
RS Corrections	0		0
LOS Failure	6		2
LOF Failure	0		0
LPR Failure	0		6
NCD Failure	0		0
LCD Failure	0		0
NFEC	240		32
RFEC	0		16
LYSMB	1950		16

The BT wholesale checker shows no bridge taps etc, the line is almost at the handback threshold and way below where it used to be:-