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Random Drops and Upload Speed Gone

NickMov
Newbie
Posts: 5
Registered: ‎02-03-2015

Random Drops and Upload Speed Gone

Hello all,
First time posting here as i have never had any issues with plusnet until recently.
For the past two weeks my internet connection has dropped randomly at least 2-3 times a day, it is more common during the evening and once it has dropped it takes around 2 minutes to come back and then acts normal.
1 day last week the connection dropped 8 times within 2 hours then it was fine for the rest of the evening, i notice the drops because i manage two remote servers and several websites and losing connection during this is becoming very frustrating.
However the icing on the cake came today, i noticed my internet session was very slow and connecting to my remote server was taking longer than usual so i decided to run a speedtest, to my surprise i see that my upload speed as gone from 9mb to 0.5mb
I use a TP-Link WR740N router, all the cabling is fine, and nothing is running on wireless. I usually reboot the router and the modem when my internet drops.
Can anyone help?
9 REPLIES
Terranova667
Pro
Posts: 1,322
Thanks: 77
Fixes: 3
Registered: ‎19-02-2014

Re: Random Drops and Upload Speed Gone

You should never reboot the modem only the router DLM will see the rebooting of the modem as an stability issue and act by slowing the connection down the more you do it the more it will act by further imposing speed reductions, that's not to say you dont have a issue to begin with but rebooting the modem wouldn't have helped.
if you run the following BT speed test then pick further diagnostic it say what your profile is currently set to, post wahat it says here    http://speedtest.btwholesale.com/
also go here https://portal.plus.net/my.html?action=data_transfer_speed ;     and post what your plusnet profile and speed estimate if you have one is set to
i'm sure somone from plusnet will be able to see if anything is up and dont reboot the modem any more. 
 
NickMov
Newbie
Posts: 5
Registered: ‎02-03-2015

Re: Random Drops and Upload Speed Gone

Thanks for your reply.
I know not to reboot the modem, but all the drops recently i can not help myself from getting frustrated and pulling the power cord  Undecided
The results from BT wholesale test:

1. Best Effort Test: -provides background information.
Download Speed 38.12 Mbps

53.91 Mbps Max Achievable Speed
Download speed achieved during the test was - 38.12 Mbps
For your connection, the acceptable range of speeds is 43.12 Mbps-53.91 Mbps .
Additional Information:
IP Profile for your line is - 53.91 Mbps
2. Upstream Test: -provides background information.
Upload Speed 0.87 Mbps

20 Mbps Max Achievable Speed
Upload speed achieved during the test was - 0.87Mbps
Additional Information:
Upstream Rate IP profile on your line is - 20 Mbps
Terranova667
Pro
Posts: 1,322
Thanks: 77
Fixes: 3
Registered: ‎19-02-2014

Re: Random Drops and Upload Speed Gone

well tie your hands together  Cheesy
Anyway it does look like something is up but hard to know how much is a fault and how much is DLM intervention due to modem reboots as i say hopefully someone from plusnet will see this and see what's up and do what's necessary 
NickMov
Newbie
Posts: 5
Registered: ‎02-03-2015

Re: Random Drops and Upload Speed Gone

My upload speed seems to be fixed, but still getting the random drops in connection on evenings  Sad
thunderer
Grafter
Posts: 120
Thanks: 4
Registered: ‎27-01-2012

Re: Random Drops and Upload Speed Gone

You're having the same issues that I did.
I'm expecting a REIN team to visit in the near future because I've lost approximately 20% of my line speed for no apparent reason that's a drop from 65/68 Mbps to 50/55 Mbps average and the upload speed has seen a similar reduction in speed.
My next door neighbour is a manager for BT and he's seen a drop from 55 Mbps to 40/45 Mbps. And it happened at exactly the same time, the same issues of loss of connection and consequent loss of speed and we're connected to the same telephone pole! Co-incidence? I don't think so.
NickMov
Newbie
Posts: 5
Registered: ‎02-03-2015

Re: Random Drops and Upload Speed Gone

Still having disconnects on an evening... i have had 3 in the last hour and it is so annoying!
Does anyone from plusnet even read these forums? i go to live help and just get given a link to a stupid troubleshooter (turn router off then on, check cables, connect directly to modem bla bla bla)
Can someone from plusnet please get in touch? i have tried twitter, forums, live help, and tried phoning but when im on hold for 30mins + i hang up!
LukeS
Grafter
Posts: 203
Registered: ‎09-05-2014

Re: Random Drops and Upload Speed Gone

Hi NickMov,
This is what your connection looks like from our side :-
<img src="http://community.plus.net/visualradius/generated/image14259078681217.png"/>
However, it's difficult to distinguish the actual drops from when you're rebooting the equipment. Your upload seems a bit low, but again, that could be to do with the modem resets. My hunch is that theres a slight problem on the upload side of things.
Having said that, if you're having to reboot the equipment when you lose internet connectivity the first thing to look at is the equipment. Could you try our router to see if the problem continues?
NickMov
Newbie
Posts: 5
Registered: ‎02-03-2015

Re: Random Drops and Upload Speed Gone

Thanks for the reply,
I have not rebooted the modem since the 2nd of march, the 3 drops you see yesterday came within an hour and i only rebooted the router once.
My upload speed seems to be much better for the last few days, i noticed BT engineers swinging from the poles outside and since then it has steadily started to climb back to its normal speed (around 8mb)
I will reconnect the plusnet router today and use that for a few days.
Thanks.
LukeS
Grafter
Posts: 203
Registered: ‎09-05-2014

Re: Random Drops and Upload Speed Gone

Quote from: NickMov
i noticed BT engineers swinging from the poles

I hope they were on break Cheesy
Let us know if your problems continue.