Profile Stuck

[#1]

Hello, I will leave it for a couple of days but I must point out that I do not have any extensions, I simply have the cable coming into the house directly to the main socket, on that I have my home phone and the lead directly to the router, I think this line has been checked quite a bit and the last time was I think Dec 7th, he fitted new openreach main socket.
The line has been most of the time fine bubecause of electrical problems where live the router was on and off several times hence drop in my Profile, the other chap who answered my question said it needed setting and did tests and found I should be getting between 77 to 80 Mbps. The problem last night I put down to the profile being reset.
I have been with Plusnet about 13 yrs and I'm fast becoming disheartened with Plusnet.
Jono

[#2]

Hi Jono, I'm really sorry for the issues you're having with your connection.

I can see your line has been reset as it's in sync at a higher speed now. It may be coincidence but I suspect the drops are caused by the higher speed your line is now pushing to your router which in turn seems to suggest the issue is with wherever your router was plugged into before.

For reference, I've attached below the test results before you plugged your router into the test socket:

GEA Test Detail

Circuit ID: N/A Service ID: [redacted] Test Outcome Fail Test Outcome Code GTC_FTTC_SERVICE_1625 Description Impairment in copper joint detected most likely in local network. Please continue to submit a trouble report Main Fault Location CE Sync Status In Sync Downstream Speed 70.8 Mbps Upstream Speed 20.0 Mbps Appointment Required Y Fault Target Fix Time   Fault Report Advised Y Estimated Line Length In Metres 214.9 Upstream Rate Assessment Very Good Downstream Rate Assessment Reasonable Home Wiring Problem Not Detected Downstream Policing Discard Rate 0.0 Customer Traffic Level Upstream and Downstream traffic detected Technology VDSL DP Type External Current 15Min Bin Retrains 0 Last 15Min Bin Retrains 0 NTE Power Status PowerOn Voice Line Test Result Pass Bridge Tap   Radio Frequency Ingress Not Detected Repetitive Electrical Impulse Noise Not Detected Cross Talk Not Detected Profile Name 0.128M-74M Downstream, Retransmission Low - 0.128M-20M Upstream, Error Protection Off Time Stamp 2021-07-02T12:00:00 Parameters MIN MAX AVG Down Stream Line Rate 73.9 Mbps 74.0 Mbps 74.0 Mbps Up Stream Line Rate 19.9 Mbps 20.0 Mbps 19.9 Mbps Up Time 2.0 Sec 900.0 Sec 885.2 Sec Retrains 0.0 12.0 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 2021-07-15T10:37:35Z 2021-07-15T10:52:35Z Ingress Code Violation 0 0 Egress Code Violation 0 0 Errored Seconds 0 0 Severely Errored Seconds 0 0 Unavailable Seconds 0 0

With the following message:

Problem Explanation: [ OD508 ] A potential high resistance fault identified at or near to the end user premises. Access may be required to resolve the problem. Resolution / Recommendation: Please report fault to BTW for OR investigation.

And these are the results after:

GEA Test Detail
Circuit ID	NA	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	77.0 Mbps
Upstream Speed	20.0 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
Interference Pattern	Not Detected
Service Impact	No Impact Observed
Home Wiring Problem	Not Detected
Downstream Policing Discard Rate	0.0
Technology	VDSL
Current 15Min Bin Retrains	0
Last 15Min Bin Retrains	0
DP Type	External
Profile Name	0.128M-74M Downstream, Retransmission Low - 0.128M-20M Upstream, Error Protection Off
Time Stamp	2021-07-02T17:15:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	-1 Mbps	-1 Mbps	-1 Mbps
Up Stream Line Rate	-1 Mbps	-1 Mbps	-1 Mbps
Up Time	-1 Sec	-1 Sec	-1 Sec
Retrains	-1	-1	-1

Current and Last 15 Minute Bin Performance
Parameters	Last Traffic Count(Upto 15 mins)	Current Traffic Count(Upto 15 mins)
Start Time Stamp	2021-07-15T15:52:36Z	2021-07-15T16:07:36Z
Ingress Code Violation	5	2
Egress Code Violation	0	0
Errored Seconds	0	0
Severely Errored Seconds	0	0
Unavailable Seconds	0	0

As per @TheMightyAJ I'd recommend keeping your router where it is for now and let's see if you have further issues.

If you do, could you report a fault to us at faults.plus.net and in the notes box at the end, please give us your availability for an engineer visit should we need to arrange one. The available timeslots are 8am to 1pm, or 1pm to 6pm.

This means we'll be able to arrange an engineer straight away if we need to. Once you've raised the fault, if you can post back we'll make sure that's picked up for you as soon as we can.

If there are no further issues with your router in the test socket, try moving your router back to where it was, and you'll be able to see if the problem returns or if your line remains stable at a good speed.

Let us know how it goes.

[#3]

Hi,
I'm going to leave my router plugged into the main test socket for a good 10 days if that's OK, I've checked in my router and it appears to be syncing at just over 77 down. I don't want to start messing with the front of my socket and disconecting my line before doing what you suggested I.E returning to normal position.
Regards
Jono

[#4]

No problem @jono

Keep us posted with how you get on.

[#5]

Hello, I have left the router plugged into the test socket for 9 days then refitted face plate and have decided to leave it right next to main socket, My profile as far as I can is about 74mbs and 20 Mbps up, I have today tested my speeds via BT Wholesale, results are nearly 71mbps down and over 20 Mbps up, I kept a copy of test if you want it.
I was told earlier on that my profile would be reset bearing in mind that someone did a test and this is that section of message.

BT's availability checker does show that the line should ideally be achieving speeds between 77.7 - 80Mbps (impacted).
Will my profile be set higher at some point, clarity would be appreciated.
Regards
Jono

[#6]

Hi @jono,

Thanks for getting back to us. In regards to the line performance and profile, these are subject to fluctuate over time, meaning that they may increase or decrease within the estimated speed range. Everything appears to be fine and as we'd expect for the moment, however if you do notice any issues then please don't hesitate to get back in touch and we'll be happy to assist.