Sky to Plusnet

[#1]

I've been with Plusnet just over two weeks after leaving Sky fibre broadband. I currently have 58Mbps download speed with plusnet at about a 6 dB SNR, with Sky I had about 68Mbps and an SNR of about 3dB. I was wondering with it being the same line why the speeds ain't about the same. I have noticed some disconnects.

[#2]

[#3]

Good morning @SJMC1

Thanks for reaching out, tests on your line this morning appear to show that it's operating within estimated speeds, syncing at 55.7 Mbps, though the line itself can handle up to 64.5, and disconnections can be seen on the visual radius graph, which you can see below.

I can't really speak for other providers, but what I would say is that Sky are what we call an MPF provider, and use different equipment at the exchange, so this MIGHT be the cause of the differing speeds.

If the disconnections continue, I'd advise going through some basic troubleshooting here.

When testing, if you can, remove the faceplate from your master socket, and connect your router directly into the test socket which lies behind it, avoid using any extension cables / sockets as well.

If that doesn't help, please complete the questions on the fault that you've raised, and our faults team will pick this up on our end.

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	55.7 Mbps
Upstream Speed	13.4 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	663.8
Upstream Rate Assessment	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
Current 15Min Bin Retrains	0
Last 15Min Bin Retrains	0
DP Type	External
Profile Name	0.128M-80M Downstream, Retransmission High - 0.128M-20M Upstream, Error Protection Off
Time Stamp	2021-08-12T00:00:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	57.8 Mbps	58.2 Mbps	57.9 Mbps
Up Stream Line Rate	13.1 Mbps	13.4 Mbps	13.2 Mbps
Up Time	803.0 Sec	900.0 Sec	899.3 Sec
Retrains	0.0	1.0	0.0

[#4]

Hi @SJMC1 

If the disconnects are manual router reboots in an attempt to increase the speed, then it will be counter productive.

When changing ISP's Openreach reset the Dynamic Line Management (DLM) and DLM re-learns the line characteristics.

If the errors are low DLM will automatically reduce the noise margin in 1 dB steps and at each reduction check the line is still stable.

The disconnects will be seen as errors and if DLM regards the errors as too high will stop the process of reducing the margin and increasing the speeds.

Regards

Richard

[#5]

The disconnects are not from my end as I know the issues about rebooting the router and DLM.That's what I am afraid the system thinking  there was a fault in the line. I had none of them issues with sky. The only time I switched the router off with being with Plusnet was the other day. I went into router settings and clicked disconnect first. I then replaced it with my own equipment but the disconnects are still happening. I fear if this keeps  happening the DLM will make my line worse.

[#6]

Hi @SJMC1,

I'm sorry to hear that you're experiencing issues with the connection. I've taken a look into your account today and whilst we can see there have been some drops, we're not detecting any underlying faults on the line. I can see that you've started to raise a fault online, but it doesn't look like this process has fully completed. So we can review the situation further, please could you confirm what troubleshooting steps you've been able to carry out at this time?

[#7]

Phoneline sounds clear. Replaced all equipment including microfilter. Plugged into test socket. Still disconnects and I'm also getting a lot of buffering and web pages not loading up right.

[#8]

Thanks for confirming this @SJMC1. Please could you confirm what time you set the router up in the test socket? I can't see any further drops since I'd reviewed the account earlier on this morning, so it may be worth monitoring it for a couple of days to see if the connection remains stable. When you're connecting at the moment, are you connecting via Wi-Fi or Ethernet cable?

[#9]

I plug my new microfilter into the test socket a couple of days ago. I'm using both wifi and wired.

[#10]

Hi @SJMC1, thanks for getting back to us and confirming the checks you've done already your side. I've updated and progressed the fault on your account that now requires your attention so we can progress this further for you.

The ticket I've added to your account that can be seen and commented on here:
https://www.plus.net/wizard/?p=view_question&id=217188395

Feel free to give us a nudge on here after replying on the ticket then we'll happily look into picking up and progressing this issue further for you.

[#11]

It's been a week since the engineer was out and the disconnects are still happening. Speed has also when down from 60Mbps to around 40Mbps this morning. 

[#12]

Hi @SJMC1,

I'm sorry to hear that this is the case. I've reviewed your account this afternoon and whilst we can see there have been a few drops in the last week, the speed is running within the estimated range. Have you noticed any sort of pattern behind the drops? From what I can see they seem to be occurring in the early hours of the morning - are you noticing your connection dropping at any other times throughout the day?

[#13]

From what I can see it's at night. The engineer replaced the bt socket and reset the line. The speed went back up to 60 Mbps and he said the line was good, but the disconnects are still happening. When I was with sky the other month I had a sync speed of 68Mbp and no issues.

[#14]

Thanks for confirming this. Has anything changed in the property since the engineer replaced the BT socket? For example, the location of the router. We may need to arrange an engineer visit to investigate the line further and if you would like for us to do so, I've updated the open fault ticket on your account concerning this, here.

[#15]

Nothing in the house has changed since the engineer visited. Every else in the house has been the same since I've been with sky as well.