Slow Speeds & Dropouts

[#1]

Hi,

I have had Plusnet fibre broadband for over a year now and I have had great service with very few dropouts and averaging speeds of a very acceptable ~30mps.

However, since last week the speed has dropped to about 13 mps and we have been getting frequent intermittent dropouts. As far as I am aware nothing has changed with my setup. 

Please, can someone check there is no fault on the line? Thanks

[#2]

Hi @mbdixon,

I'm sorry that you're experiencing poor speeds and connection drops and for any inconvenience that this is causing you.

I've tested your line and the test has picked up an external issue:

GEA Test Detail
Circuit ID	NA	Service ID	BBEUXXXXXXXX

Test Outcome	Fail
Test Outcome Code	GTC_FTTC_SERVICE_1625
Description	Impairment in copper joint detected most likely in local network. Please continue to submit a trouble report
Main Fault Location	CE
Sync Status	In Sync
Downstream Speed	25.3 Mbps
Upstream Speed	0.5 Mbps
Appointment Required	N
Fault Report Advised	Y
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	706.8
Upstream Rate Assessment	Low
Downstream Rate Assessment	Low
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-40M Downstream, Retransmission Low - 0.128M-10M Upstream, Error Protection Off
Time Stamp	2018-10-11T12:45:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	25.2 Mbps	39.9 Mbps	38.6 Mbps
Up Stream Line Rate	0.2 Mbps	10.0 Mbps	5.7 Mbps
Up Time	279.0 Sec	900.0 Sec	885.2 Sec
Retrains	0.0	6.0	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	2018-10-24T11:14:11Z	2018-10-24T11:29:11Z
Ingress Code Violation	16	17
Egress Code Violation	0	0
Errored Seconds	0	0
Severely Errored Seconds	0	0
Unavailable Seconds	0	0

I've raised this to our suppliers for further investigation and we should receive an update on this within 72 hours. Our faults team will be in touch once we have this update.

[#3]

Thanks Emily.

[#4]

Question #183880609

Hi,

I had a phone call on Sunday about arranging an engineer visit for the above question and couldn't take it. I spent 30 minutes on hold on Sunday trying to return the call and in the end replied on the question thread but have still received no answer. I have just spent another 30minutes on hold to try and get the visit arranged. Please, can you get someone to phone me back or reply on the thread? Thank You

[#5]

Hi @mbdixon, I am sorry that you haven't yet been able to arrange the visit.

Can you update the ticket here with your availability, if you let us know once you have done this, we will pick it up and get it booked for you.

[#6]

Ticket has been updated with some new time slots please can you make sure this time it is actioned. Thanks

[#7]

Hi @mbdixon, I have booked this for the soonest date we had availability for (out of the dates you provided) and updated the ticket.

Please get back to us if we can assist further or if this needs rearranging.

[#8]

All seems good now, just waiting for the 10 days settling time the engineer recommended before closing the ticket.

Thanks for your help.

[#9]

there is no 10 day settling time on fttc

so god knows why an engineer would tell you that

[#10]

@iangilf, while it doesn't have the same 10 days ADSL has, we have been advised more recently by Openreach that there is in fact a similar training period. Apparently this can take up to 30 days.

[#11]

and plusnet have a 14 day cooling off period ? seems odd to me really how can u possibly test it out if there saying 30 days before the line is stabilised i cant see it to be honest so if you want to leave plusnet if you are not happy u have to do it within 14 days but yet the line takes 30 days to stabilise ? cant be right

[#12]

@iangilf

There is no cooling off period to try out the service.

Your 14 day cooling off starts on the day of sign up and so usually expires at or just before the service goes live.

[agedgopher]

agedgopher you dont understand what im saying

yes i know that read what i messaged

how can u try out something that hasnt stabilised like they said it takes 30 days to stabilise apparently but yet theres a 14 day cooling off period lol dont make any sense thats what im saying i know everything u just said but they are telling us theres a 30 day period where the line stabilises but i know there isnt so its more rubbish basically