Profile Stuck
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Re: Profile Stuck
15-07-2021 4:22 PM
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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
Re: Profile Stuck
15-07-2021 5:22 PM - edited 15-07-2021 5:23 PM
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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 | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
|
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.
Re: Profile Stuck
18-07-2021 4:55 PM
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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
Re: Profile Stuck
18-07-2021 5:06 PM
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No problem @jono
Keep us posted with how you get on.
Re: Profile Stuck
24-07-2021 3:24 PM
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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
Re: Profile Stuck
24-07-2021 4:01 PM
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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.
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