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Requesting Line test

stevetoza
Dabbler
Posts: 15
Thanks: 1
Registered: ‎23-09-2017

Requesting Line test

Hello, 

Please can you run a line test on my phone line, my sync speed has dropped from 79mb to 35mb also the upload speed has dropped from 19 to 14. I've done all the usual things,

 

 

 Profile State UP Speed Down Speed SNR Upstream SNR Downstream
  17A SHOWTIME 14598 (Kbps) 35392 (Kbps) 6 (dB) 6 (dB)

 

Thanks 

Steve

6 REPLIES 6
Plusnet Help Team
Plusnet Help Team
Posts: 1,402
Thanks: 276
Fixes: 80
Registered: ‎26-03-2018

Re: Requesting Line test

Hi @stevetoza,

 

I'm sorry that your speed has dropped and for any inconvenience that this is causing you.

 

I've tested your line and the test has picked up a fault but has been unable to determine whether this is internal or external to your property:

 

GEA Test Detail
Circuit ID NA Service ID BBEUXXXXXXXX
 
 
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 35.4 Mbps
Upstream Speed 14.6 Mbps
Appointment Required Y
Fault Report Advised Y
NTE Power Status PowerOn
Voice Line Test Result Pass
Bridge Tap Not Detected
Radio Frequency Ingress Detected
Repetitive Electrical Impulse Noise Not Detected
Cross Talk Detected
Estimated Line Length In Metres 381.4
Upstream Rate Assessment Low
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
Profile Name 0.128M-80M Downstream, Error Protection Off - 0.128M-20M Upstream, Error Protection Off
Time Stamp 2019-03-25T13:45:00
Parameters MIN MAX AVG
Down Stream Line Rate 35.3 Mbps 36.3 Mbps 36.3 Mbps
Up Stream Line Rate 14.6 Mbps 15.3 Mbps 15.2 Mbps
Up Time 853.0 Sec 900.0 Sec 899.9 Sec
Retrains 0.0 1.0 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 2019-04-07T13:17:38.908+01:00 2019-04-07T13:32:38.908+01:00
Ingress Code Violation 0 6
Egress Code Violation 0 8
Errored Seconds 3 4
Severely Errored Seconds 0 0
Unavailable Seconds 0 0

 

As the troubleshooting checks and connecting to the test socket hasn't resolved the problem, we'll need to arrange an engineer visit so that this can be investigated further. Please can you add your availability for an engineer to the ticket here. If you get back in touch on here once you've done this, we'll pick this back up and get the appointment booked for you.

If this post resolved your issue please click the 'This fixed my problem' button
 Emily D
 Plusnet Help Team
stevetoza
Dabbler
Posts: 15
Thanks: 1
Registered: ‎23-09-2017

Re: Requesting Line test

Hi Emily, 

 

Thanks for testing the line and getting back to me, I've replied to the ticket. 

 

Thanks

Steve

Plusnet Help Team
Plusnet Help Team
Posts: 504
Thanks: 100
Fixes: 30
Registered: ‎24-04-2017

Re: Requesting Line test

Hi @stevetoza, thank you for getting back to us. I can confirm I've booked in your engineer for the earliest appointmetn we had availible and have updated your fault ticket here.

By all means let us know how the appointment goes and if the engineer sl;ot needs arranging feel free to give us a nudge.
 

 Ben Devine
 Plusnet Help Team
stevetoza
Dabbler
Posts: 15
Thanks: 1
Registered: ‎23-09-2017

Re: Requesting Line test

Hello @BD

 

Thats great many thanks, I'll let you know how it goes tomorrow. 

 

Steve

stevetoza
Dabbler
Posts: 15
Thanks: 1
Registered: ‎23-09-2017

Re: Requesting Line test

Hi @BD 

 

All good this end, open reach turned up and resolved the issue on the pole affecting my sync speed i'm now back to 

 

Down Stream : 79995Kbps / Up Stream : 20000Kbps

Could you check my speed profile make sure that hasn't dropped due tot he issue 

 

Thanks

Steve

Highlighted
Plusnet Help Team
Plusnet Help Team
Posts: 381
Thanks: 82
Fixes: 15
Registered: ‎25-09-2018

Re: Requesting Line test

Hi @stevetoza,

 

Glad to hear the engineer sorted you. I've just checked your connection profile and it's sat at 78000 (the highest it goes)

Keep an eye on things and let us know if there's any further problems.

 

Thanks

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