Recent disconnections and speed throttled

[#1]

I had issues a few weeks ago with disconnections that would last for 5-10 minutes or so and then sort themselves out. While this was happening the land line was totally dead too. Someone on phone support asked me to keep an eye out but everything seemed to sort itself out, and I assumed it was perhaps something outside my premises (streets near me are being wired for fttp at the moment).

We had another brief disconnection on wednesday and it seems the line has now been throttled so I'm only getting 18megs down. I raised a ticket, but from past experience I know support on the forum has been really good - if possible could someone take a look at this and see whether my profile needs reset? Thanks!

[#2]

In case it adds anything, I gather from another thread that the sync speed isn't something plusnet controls on fibre, but just in case I'm using the wrong terms, here's what I see when I check my account:

• Product: Unlimited Fibre Extra
• Estimated Download Range: 37 - 55Mbps
• Estimated Upload Range: 7 - 9Mbps
• Minimum Guaranteed Speed: 31.8Mbps
• Current Line Speed (Download): 18.8Mbps

[#3]

Hi @strophic,

I'm sorry that your speed has dropped and for any inconvenience that this has caused you. I've tested your line but the test hasn't picked up the cause of this from here and indicates that the line is currently syncing at the full 55mbps down and 10mbps up.

GEA Test Detail
Circuit ID	NA	Service ID	BBEUXXXXXXX

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	55.0 Mbps
Upstream Speed	10.0 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
Estimated Line Length In Metres	320.0
Upstream Rate Assessment	Very Good
Downstream Rate Assessment	Very Good
Interference Pattern	Not Detected
Service Impact	No Impact Observed
Home Wiring Problem	Not Detected
Downstream Policing Discard Rate	0.0
Customer Traffic Level	Upstream and Downstream Traffic Detected
Technology	VDSL
DP Type	External
Profile Name	0.128M-55M Downstream 6dB, Error Protection Off - 0.128M-10M Upstream, Error Protection Off
Time Stamp	2019-12-02T15:15:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	54.9 Mbps	54.9 Mbps	54.9 Mbps
Up Stream Line Rate	9.9 Mbps	9.9 Mbps	9.9 Mbps
Up Time	900.0 Sec	900.0 Sec	900.0 Sec
Retrains	0.0	0.0	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	2019-12-15T14:46:27.080+00:00	2019-12-15T15:01:27.080+00:00
Ingress Code Violation	0	0
Egress Code Violation	0	0
Errored Seconds	0	0
Severely Errored Seconds	0	0
Unavailable Seconds	0	0

We'll need to do some troubleshooting to try and narrow down the cause of the fault. I'd recommend starting with basic checks here: http://goo.gl/p2tpvL If these checks don't resolve the problem, the next step would be to connect your router directly to the test socket, which is under the faceplate of your master socket and seeing if the connection stabilises. This rules out internal wiring, face plates and extension sockets as being the cause. Please see the following guide for instructions on how to connect to the test socket. https://community.plus.net/t5/Library/Testing-From-The-Master-Socket/ba-p/1322242

Please let us know if your speed doesn't improve once you've done these checks.

[#4]

Thanks for this Emily; really appreciate you looking into it.

The router was already connected to the master socket, via a microfilter alongside the landline handset. I've left the phone unplugged, taken the faceplate off and plugged the microfilter directly into the test socket. Speed still won't go above 18Mbps. I tried with both the openreach modem connected to my own router (my usual setup, which has worked fine for the past three years) and with the plusnet hub one, which I was supplied with but don't normally use.

Just to confirm (though I know faults can develop over time) nothing has changed in my house lately, and there's no other equipment connected to the telephone line.

[#5]

(I wasn't sure if it needed to be plugged into the test socket for a while, so I've left it like that - please let me know if I should put the faceplate back on!)

[#6]

Thanks @strophic.

Ideally you'd leave the connection in the test socket, although if that's not possible it's no problem.

Are you able to run a speed test (wired if possible), screen shot it and send us over the result?

[#7]

Thank you! I have left it in the test socket and things seem to have stabilised. It's not back up to full speed but I'm getting ~37Mbps and ping is back down to 7 or 8ms from three times that. Is there any drawback to leaving it plugged into the test socket permanently?

[#8]

Hi @strophic,

Thanks for getting in touch.

I'm pleased that things seem to be settling. The faceplate has its own ADSL microfilter so removing it won't cause a problem if leaving the connection in the test socket, as long as you have a separate ADSL microfilter between it and the router.

Any questions, please come back to us.

Thanks - LF