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Regular drop-out and low speed

Bernard2001
Newbie
Posts: 4
Registered: ‎30-09-2018

Regular drop-out and low speed

Come on PN - looking at the posts on here, this seems to be a common theme but no recognition at your side.

 

Attached is a BT wholesale test showing a whopping 4mb download.

 

I am paying for more, I expect more.

 

Please look into this.

 

Ta

11 REPLIES 11
jab1
Seasoned Hero
Posts: 7,917
Thanks: 2,644
Fixes: 84
Registered: ‎24-02-2012

Re: Regular drop-out and low speed

@Bernard2001 That doesn't tell us much - apart from your speed. Two questions before we can give you any real help - (1) are you on ADSL or FTTC? - I suspect FTTC given the reported U/L speed and (2) what, if any, checks have you carried out at your end?

John
Bernard2001
Newbie
Posts: 4
Registered: ‎30-09-2018

Re: Regular drop-out and low speed

ADSL (I think) and done all of the checks required - faceplate, master sockets, took all devices off etc.

 

A Facebook reply has mentioned that apart from the dropouts I am being banded at 8.8mbs by 'the supplier'.

 

Not sure whether it is legal to restrict a supply for no valid reason and without notification?

jab1
Seasoned Hero
Posts: 7,917
Thanks: 2,644
Fixes: 84
Registered: ‎24-02-2012

Re: Regular drop-out and low speed

If that screenshot is correct, you cannot be on ADSL - 2.98Mbps upload is impossible on that service.

To give Community members a chance to help you - can you please re-run that test, but complete and post the 'Additional Diagnostic' step, post the result of BT Broadband (making sure your phone number is not visible) and give us sight of the Help Desk tab from your router - again, removing any personally identifiable data.

The restriction by PNs 'supplier' - i.e. BT, will be due to errors/defects on the line, and be an automatic action carried out by the Dynamic Line Management at either the exchange or cabinet.

John
Mustrum
Community Veteran
Posts: 2,714
Thanks: 641
Fixes: 60
Registered: ‎13-08-2015

Re: Regular drop-out and low speed

@Bernard2001  your speeds will have been reduced because there is a fault on your line, DLM does so in order to maintain the best speed it can based on the condition of the line..

You say you have done all the tests, but no mention of the most basic, is your phone line quiet? Dial 17070 option 2, does it report the correct number and is the line quiet.

jab1
Seasoned Hero
Posts: 7,917
Thanks: 2,644
Fixes: 84
Registered: ‎24-02-2012

Re: Regular drop-out and low speed

Ooops, forgot that one - again. Embarrassed must be all this sun.

John
Bernard2001
Newbie
Posts: 4
Registered: ‎30-09-2018

Re: Regular drop-out and low speed

Interesting

 

When I dial the number, it buzzes and crackles

 

When I do the quiet line test, it goes quiet.

 

So er, No and Yes to the quiet bit!

Mustrum
Community Veteran
Posts: 2,714
Thanks: 641
Fixes: 60
Registered: ‎13-08-2015

Re: Regular drop-out and low speed

So you have a phone line fault if it does not report your number, and have noise.

You can't expect decent broadband if you don't have a good phone line. If you get your phone line sorted your broadband will improve, although you may need to ask for a reset.

adam945
Plusnet Help Team
Plusnet Help Team
Posts: 862
Thanks: 195
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Registered: ‎01-12-2020

Re: Regular drop-out and low speed

Hi @Bernard2001

 

Thanks for reaching out on our Community Forum, it was myself that replied on Facebook yesterday, advising on the issues found by my tests. as you've now confirmed that you've gone through our troubleshooting steps, my colleague has responded to to the open fault ticket on your account, though we have not had a response yet.

 

Please respond with available dates / times for an engineer appointment, and we'll be happy to raise this matter with Openreach and book it is. You're speeds are far below the estimated values for the Fbire Extra package that you're on.

 

Once you've responded, give me a nudge on here and I'll be happy to get it processed. I've also popped our test results on this thread for you to have a look at. Both KBD and RRT now show the line to be banded at 7.9Mbps, yesterday it was 8.8Mbps.

 

KBD
GEA Test Detail
Circuit ID NA Service ID  
Test Outcome Fail
Test Outcome Code GTC_FTTC_SERVICE_1613
Description Potential HR Joint detected on GEA service. Please continue to submit a trouble report.
Main Fault Location CE
Sync Status In Sync
Downstream Speed 6.8 Mbps
Upstream Speed 2.6 Mbps
Appointment Required Y
Fault Report Advised Y
NTE Power Status PowerOn
Voice Line Test Result Pass
Bridge Tap Detected
Radio Frequency Ingress Detected
Repetitive Electrical Impulse Noise Not Detected
Cross Talk Detected
Estimated Line Length In Metres 826.6
Upstream Rate Assessment Low
Downstream Rate Assessment Low
Interference Pattern Regular Interference Observed on Week Days
Service Impact Retrains Observed
Interference Duration Longest Occurrence From17:00to17:15
Interference Location Other
Interference Observed In Days 0
Home Wiring Problem Not Detected
Downstream Policing Discard Rate 0.0
Customer Traffic Level Upstream and Downstream traffic detected
Technology VDSL
Current 15Min Bin Retrains 0
Last 15Min Bin Retrains 0
DP Type External
Profile Name 0.128M-7.9M Downstream, Retransmission Low - 0.128M-2.7M Upstream, Retransmission Low
Time Stamp 2021-07-05T11:30:00
0.0
Parameters MIN MAX AVG
Down Stream Line Rate 7.0 Mbps 19.9 Mbps 11.2 Mbps
Up Stream Line Rate 2.6 Mbps 5.9 Mbps 4.2 Mbps
Up Time 574.0 Sec 900.0 Sec 898.2 Sec
Retrains 0.0 9.0  
 
       
 
 Adam
 Plusnet Help Team - Leeds
dvorak
Moderator
Moderator
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Registered: ‎11-01-2008

Re: Regular drop-out and low speed


Moderators Note


This topic has been moved from ADSL Broadband to Fibre

Customer / Moderator
If it helped click the thumb
If it fixed it click 'This fixed my problem'
Bernard2001
Newbie
Posts: 4
Registered: ‎30-09-2018

Re: Regular drop-out and low speed

Hey

It gets worse with the banding!  Also helps if I realise the fibre is not adsl (do'h).

This week, only Friday is available.

Can then do from 2/8 to 10/8

Thanks

Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 20,258
Thanks: 6,852
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Registered: ‎21-04-2017

Re: Regular drop-out and low speed

Thanks for getting back to us @Bernard2001 

I'm sorry to see you're having issues with your connection.

I've booked the engineer visit as per the availability you've given on the ticket and confirmed the appointment details there. 

Let us know how it goes.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team