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Reliable Service ?

Thumper
Dabbler
Posts: 19
Thanks: 5
Registered: ‎08-05-2008

Reliable Service ?

Having experienced Un-Reliable service in the past, I got into the habit of monitoring the Service that I was receiving on a daily basis this past year. It was one of the things that got me up in the morning.

I was quite happy during April and the first half of last month but then it became very confusing from the 19th.

The attached PDF shows what I managed to capture.

I have my own ideas as to what is going on.

Any thoughts?

 

13 REPLIES 13
jab1
Seasoned Hero
Posts: 7,343
Thanks: 2,495
Fixes: 74
Registered: ‎24-02-2012

Re: Reliable Service ?

@Thumper Something is a bit iffy there - but some more information may be helpful.

Can you post anonymised results from (a) the Help Desk tab on your router (b) the results from https://speedtest.btwholesale.com/ -making sure you run and post the 'Additional Diagnostics' (c) https://www.broadbandchecker.btwholesale.com/#/ADSL

John
Thumper
Dabbler
Posts: 19
Thanks: 5
Registered: ‎08-05-2008

Re: Reliable Service ?

I'll give it a go.

Please do not your breath while I attempt to gather the data.

Thumper
Dabbler
Posts: 19
Thanks: 5
Registered: ‎08-05-2008

Re: Reliable Service ?

At long last, part (a) of your request

Thumper
Dabbler
Posts: 19
Thanks: 5
Registered: ‎08-05-2008

Re: Reliable Service ?

Part (b) of your request

Thumper
Dabbler
Posts: 19
Thanks: 5
Registered: ‎08-05-2008

Re: Reliable Service ?

Part (c) of your request.

This has certainly been a learning experience

Cheers

Thumper

jab1
Seasoned Hero
Posts: 7,343
Thanks: 2,495
Fixes: 74
Registered: ‎24-02-2012

Re: Reliable Service ?

@Thumper Quick glance at those figures has thrown up a couple of queries, but I am busy on something else at the moment, so I'll come back to you a little later.

In the meantime, can you do a Quiet Line Test (Dial 17070, option 2from a preferably corded phone) - other than the periodic 'Quiet Line Test' message, there should be silence. ANY noise, then report a PHONE fault first.

John
Thumper
Dabbler
Posts: 19
Thanks: 5
Registered: ‎08-05-2008

Re: Reliable Service ?

John

Afraid, do not have a corded phone. However tried your suggestion and the result is no noise on the line

Nick

jab1
Seasoned Hero
Posts: 7,343
Thanks: 2,495
Fixes: 74
Registered: ‎24-02-2012

Re: Reliable Service ?

OK - that at least is a good sign, but your speeds (& downstream SNR) look extremely unhealthy based on your line attenuation.

Wonder if @Gandalf or one of his colleagues would like to comment? - they have access to far more data than I do.

John
Mustrum
Community Veteran
Posts: 2,521
Thanks: 575
Fixes: 56
Registered: ‎13-08-2015

Re: Reliable Service ?

If no staff are responding it would be worth reporting a fault, either via the phone or Faults.plus.net

adam945
Plusnet Help Team
Plusnet Help Team
Posts: 331
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Registered: ‎01-12-2020

Re: Reliable Service ?

Hi @Thumper 

 

really sorry to see that the issues on your line have continued following the engineer visit. I've run a test on my end which shows the issue surrounding Cross Talk does appear to be resolved, however the download sync speed looks to have dropped significantly. I've Rejected the clear notification from our suppliers, so further investigations will take place.

 

Our Technical Support Team will be in touch regarding further steps.

 

I've attached our test results to this post for your reference.

 

KBD
GEA Test Detail
Circuit ID NA Service ID  
 
 
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 12.1 Mbps
Upstream Speed 6.3 Mbps
Appointment Required N
Fault Report Advised N
NTE Power Status PowerOn
Voice Line Test Result Pass
Radio Frequency Ingress Not Detected
Repetitive Electrical Impulse Noise Not Detected
Cross Talk Not Detected
Estimated Line Length In Metres 1213.0
Upstream Rate Assessment Very Good
Downstream Rate Assessment Low
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
Current 15Min Bin Retrains 0
Last 15Min Bin Retrains 0
DP Type External
Profile Name 0.128M-40M Downstream, Retransmission Low - 0.128M-10M Upstream, Error Protection Off
 Adam
 Plusnet Help Team - Leeds
Gandalf
Plusnet Help Team
Plusnet Help Team
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Registered: ‎21-04-2017

Re: Reliable Service ?

Hi @Thumper To follow up we'd need to arrange another engineer visit to investigate further.

Could you reply to your fault ticket 214505416 with some days you'd be available for one?

If you can post back afterwards we'll make sure that's picked back up as soon as we can

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Thumper
Dabbler
Posts: 19
Thanks: 5
Registered: ‎08-05-2008

Re: Reliable Service ?

Have replied to ticket 214505416. 

Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 19,346
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Fixes: 1,077
Registered: ‎21-04-2017

Re: Reliable Service ?

Thanks for getting back to us @Thumper 

I've booked the engineer visit and updated the ticket 214942309 with the appointment details.

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