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Possible stuck profile

Rising Star
Posts: 87
Thanks: 27
Fixes: 1
Registered: ‎04-11-2013

Possible stuck profile

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

 

 

7 REPLIES 7
Plusnet Help Team
Plusnet Help Team
Posts: 18,025
Thanks: 5,765
Fixes: 963
Registered: ‎21-04-2017

Re: Possible stuck profile

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

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Rising Star
Posts: 87
Thanks: 27
Fixes: 1
Registered: ‎04-11-2013

Re: Possible stuck profile

Thanks - have riased a ticket now

Rising Star
Posts: 87
Thanks: 27
Fixes: 1
Registered: ‎04-11-2013

Re: Possible stuck profile

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?

Plusnet Help Team
Plusnet Help Team
Posts: 853
Thanks: 156
Fixes: 43
Registered: ‎24-04-2017

Re: Possible stuck profile

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.

 Ben Devine
 Plusnet Help Team
Rising Star
Posts: 87
Thanks: 27
Fixes: 1
Registered: ‎04-11-2013

Re: Possible stuck profile

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

Seasoned Champion
Posts: 1,323
Thanks: 580
Fixes: 29
Registered: ‎07-07-2009

Re: Possible stuck profile

@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.

Rising Star
Posts: 87
Thanks: 27
Fixes: 1
Registered: ‎04-11-2013

Re: Possible stuck profile

Yes I think you are right re banding.   

 

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