Speed issues / Constant disconnects

[#1]

Hi,

I've been having a bit of trouble with my broadband for the last month or so. I will get a number of drop outs each day and when they reconnect I notice that the downstream link speed drops by roughly 2mbps each time this happens. 

Also during peak times my speeds will drop to 1-2mbps. 

I have carried out the standard checks highlighted on the plusnet website but the issues persist, could you please have a look into this issue? 

[#2]

Hi @energybutton, sorry to hear you're having connection issues as of recent.
 I've had a check of the connection and there definitely seems to be something out of place somewhere as we can see the connection has been dropping out an awful lot shown by the graph below.


However, our tests aren't picking up exactly what's causing the issue but is highlighting a potential wiring issue that could be caused by something within the property so we will have to do some troubleshooting to start ruling things out.

I'd recommend starting with basic checks here: http://goo.gl/p2tpvL
If you've already done these basic steps then there's no need to do them again and I'd recommend trying the test socket check below.

And if that doesn't help the next thing would be to rule your internal wiring out by plugging the connection into your test socket which is under the faceplate of your master socket and seeing if the drops stop. This rules out internal wiring, face plates and extension sockets as being the cause. How to locate the test socket and set your connection into it can be found here:
https://community.plus.net/t5/Library/Testing-From-The-Master-Socket/ba-p/1322242

For reference here is how the testing is showing this side:

GEA Test Detail
Circuit ID	NA	Service ID

Test Outcome	Fail
Test Outcome Code	GTC_FTTC_SERVICE_1624
Description	Impairment in copper joint detected most likely close to customer premises. Please continue to submit a trouble report.
Main Fault Location	CA
Sync Status	In Sync
Downstream Speed	30.6 Mbps
Upstream Speed	9.4 Mbps
Appointment Required	Y
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	768.9
Upstream Rate Assessment	Good
Downstream Rate Assessment	Very Good
Home Wiring Problem	Not Detected
Technology	VDSL
Profile Name	0.128M-40M Downstream 3dB, Retransmission High - 0.128M-10M Upstream, Error Protection Off
Time Stamp	2019-07-03T22:00:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	19.2 Mbps	40.0 Mbps	36.7 Mbps
Up Stream Line Rate	8.3 Mbps	9.7 Mbps	9.2 Mbps
Up Time	723.0 Sec	900.0 Sec	898.1 Sec
Retrains	0.0	4.0	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	2019-07-16T20:30:25Z	2019-07-16T20:45:25Z
Ingress Code Violation	0	0
Egress Code Violation	0	0
Errored Seconds	0	0
Severely Errored Seconds	0	0
Unavailable Seconds	0	0

If the problem still persists from here we will go down the route of raising a fault. Let us know how it goes. - Benj

[#3]

Moderators Note

This topic has been moved from ADSL Broadband to Fibre

[#4]

Hi @BD 

I carried out the initial checks again just to be sure and they haven't highlighted the problem. I've switched over to the test socket under the faceplate of my master socket 5c with a new microfilter. I will monitor the situation over the next day or two and let you know if I face any further issue. 

There has been a lot of road works carried out on the pavements in my street over the past month (Virgin Media installs) I wonder if they've damaged cabling. 

@dvorak Thanks for moving this to the right forum. 

[#5]

Thanks for getting back to us @energybutton

It still seems quite intermittent as shown below

I've retested the line and it's now showing an "Impairment in copper joint detected most likely close to customer premises" which means we'd need to arrange an engineer visit to investigate further.

If you can report a fault here and post back once you've done so we'll get that picked up for you

[#6]

Hi,

I placed my internet connection into the test port, I haven't noticed any drop outs in the last week or any speed issues until today. I've been getting roughly 1mbps down fortthe past hour or so. Could you please run the test again to see if there have been any disconnects over the last week that I haven't noticed before I go ahead and request an engineer. 

Thanks,

[#7]

Thanks for your post, @energybutton.

On checking the connection, we can see the below:

However

On running a GEA test we are still seeing:

GEA Test Detail
Circuit ID	NA	Service ID	REDACTED

Test Outcome	Fail
Test Outcome Code	GTC_FTTC_SERVICE_1624
Description	Impairment in copper joint detected most likely close to customer premises. Please continue to submit a trouble report.
Main Fault Location	CA
Sync Status	In Sync
Downstream Speed	40.0 Mbps
Upstream Speed	9.2 Mbps
Appointment Required	Y
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	764.1
Upstream Rate Assessment	Good
Downstream Rate Assessment	Very Good
Home Wiring Problem	Not Detected
Technology	VDSL
Profile Name	0.128M-40M Downstream 3dB, Retransmission Low - 0.128M-10M Upstream, Error Protection Off
Time Stamp	2019-07-13T21:45:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	23.8 Mbps	40.0 Mbps	38.8 Mbps
Up Stream Line Rate	8.9 Mbps	9.5 Mbps	9.1 Mbps
Up Time	745.0 Sec	900.0 Sec	898.5 Sec
Retrains	0.0	4.0	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	2019-07-26T20:16:14Z	2019-07-26T20:31:14Z
Ingress Code Violation	0	0
Egress Code Violation	0	0
Errored Seconds	0	0
Severely Errored Seconds	0	0
Unavailable Seconds	0	0

Due to the above, I'd definitely advise that we proceed with the engineer visit.

If it's the case that you do wish to proceed, please let us know here as we'll need to send out a ticket with an engineering statement that we need your acceptance to.

[#8]

Thanks for getting back to me, I've raised a fault ticket as @MatthewWheeler advised. I'm happy to proceed with an engineer visit. 

[#9]

Hi there @energybutton,

Thanks for getting back to us.

Please can you respond to the ticket here with your engineer consent as well as your preferred dates/times for the visit and we'll try our best to accommodate these.

Thanks - LF.

[#10]

Hi @LordFoul,

I've consented to the terms of an engineer visit and provided my avaliablity to the ticket. 

Thanks, 

[#11]

Thanks @energybutton, we'll book the appointment in as soon as we can and confirm when we've booked it.

[#12]

@energybutton we've booked your engineer appointment for a week today. Let us know how it goes.

[#13]

in for update.

after experiencing so many issues myself lately and coming here, it seems the plusnet service has been poor for a lot of people of late for some reason.( had 2 disconnections in the 90 or so seconds it took to load your thread)

Hope you get it resolved

[#14]

Hi @JamesT91,

Thanks for getting in touch.

I'm sorry you have had issues with the service recently and apologise for the delay in responding to your comments here earlier. Please accept our apologies for this.

I've looked into your account and can see that you reported a fault here and that you have an engineer visit due tomorrow, as advised in the ticket. Our Faults team will continue monitoring this and will be in touch in due course.

Let us know if you need any further assistance.

Thanks - LF

[#15]

A quick update;

Engineer visited at 8:00am this morning, ran some tests and replaced the master socket box, retested and it passed. He reckoned that there had been a lightning strike somewhere on the overhead lines which travelled up the line and damaged the box. 

So far so good, no dropouts, speeds seem far more stable and the packet loss has disappeared. I'll be keeping an eye on it over the next 24 hours to be sure. 

Could a member of plusnet staff please run a GEA test to see what it is showing now?