Recent disconnections and speed throttled
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- Fibre Broadband
- :
- Re: Recent disconnections and speed throttled
Recent disconnections and speed throttled
13-12-2019 10:43 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
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!
Re: Recent disconnections and speed throttled
15-12-2019 2:13 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
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
Re: Recent disconnections and speed throttled
15-12-2019 3:13 PM - edited 15-12-2019 3:15 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
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.
Re: Recent disconnections and speed throttled
15-12-2019 4:15 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
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.
Re: Recent disconnections and speed throttled
15-12-2019 4:16 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
(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!)
Re: Recent disconnections and speed throttled
16-12-2019 4:06 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
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?
Re: Recent disconnections and speed throttled
17-12-2019 9:52 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
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?
Re: Recent disconnections and speed throttled
19-12-2019 10:50 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
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
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- Fibre Broadband
- :
- Re: Recent disconnections and speed throttled