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Suspected stuck profile.

RPMozley
Pro
Posts: 1,177
Thanks: 40
Fixes: 7
Registered: ‎04-11-2011

Suspected stuck profile.

Hi, I am suspecting that our line has become banded, a GEA test should confirm or not. The evidence as follows:

About two weeks ago the line developed a fault with noise on the line. The fault location was detected but required a new piece of line to be laid (underground), so a delay to fixing the fault. During the delay the line deteriorated until it completely broke. Our modem struggled to keep a connection up while the line deteriorated, I think the banding may have been placed during this time.
The line has now been fixed since last Friday (9th July) but the DLM has not made any change to the line characteristics even though the number of erred seconds per day (on the downstream) is averaging less than one.

Also another problem is with the Plusnet speed profile, it’s not been updated in a long time and is way off the BT IP profile. Anyone with a fixed IP ends up being stuck with this because it is not keeping up to date, as was promised when Plusnet introduced this in the first place.

Thank you for taking your time to read my post to the end.
That's RPM to you!!
7 REPLIES 7
Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 19,756
Thanks: 6,680
Fixes: 1,106
Registered: ‎21-04-2017

Re: Suspected stuck profile.

Hi @RPMozley

Thanks for your post. I'm sorry to see the issues you've had with your line. Looking at the history, things don't look too good as our tests were showing a line problem going back from the 30th June to the 11th July.

I can see your router's currently in sync at 31mbps and you're on a profile with no banding: "Downstream: 0.128M-40M with Retransmission (Low). Upstream: 0.128M-10M with no error protection"

I've updated the 'current line speed' (known as the connection profile internally) on your account to reflect this. If you can either reboot your router, or do a disconnect/reconnect from within your router's interface to drop PPP, you should see a higher download throughput afterwards on a speed test.

While I can see you've had higher speeds in the past, towards the 40mbps mark, you're unfortunately within Openreach's expectations for your line of between 27.4mbps to 42.7mbps shown Here, so there's not much more we can do to boost your speeds up further, but hopefully with time your speeds will recover by themselves.

Just to check though and I'm sure you've covered this but have you tried plugging your router into the test socket explained Here making sure there's no extension cabling between the telephone socket and your router to rule out any internal wiring from having an impact on your speed?

I'm also attaching below a copy of our testing I've just ran:

GEA Test Detail
Circuit ID: N/A Service ID: [redacted]


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 31.1 Mbps
Upstream Speed 7.0 Mbps
Appointment Required N
Fault Target Fix Time  
Fault Report Advised N
Estimated Line Length In Metres 983.8
Upstream Rate Assessment Very Good
Downstream Rate Assessment Reasonable
Interference Pattern Regular Interference Observed Daily
Service Impact No Impact Observed
Interference Duration Longest Occurrence ;00:00to23:45
Interference Location Customer Premise
Interference Observed In Days 7
Home Wiring Problem Not Detected
Downstream Policing Discard Rate 0.0
Customer Traffic Level Upstream and Downstream traffic detected
Technology VDSL
DP Type External
Current 15Min Bin Retrains 0
Last 15Min Bin Retrains 0
NTE Power Status PowerOn
Voice Line Test Result Pass
Bridge Tap  
Radio Frequency Ingress Not Detected
Repetitive Electrical Impulse Noise Not Detected
Cross Talk Not Detected
Profile Name 0.128M-40M Downstream, Retransmission High - 0.128M-10M Upstream, Retransmission Low
Time Stamp 2021-07-02T19:45:00
Parameters MIN MAX AVG
Down Stream Line Rate 30.5 Mbps 31.1 Mbps 30.7 Mbps
Up Stream Line Rate 6.8 Mbps 6.9 Mbps 6.9 Mbps
Up Time 2.0 Sec 900.0 Sec 884.2 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 2021-07-15T18:11:44Z 2021-07-15T18:26:44Z
Ingress Code Violation 7 5
Egress Code Violation 0 0
Errored Seconds 0 0
Severely Errored Seconds 0 0
Unavailable Seconds 0 0

 

Here's also some advanced testing from a system called RRT (click to enlarge)

74195.PNG

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
RPMozley
Pro
Posts: 1,177
Thanks: 40
Fixes: 7
Registered: ‎04-11-2011

Re: Suspected stuck profile.

Many thanks @Gandalf for the test info you have provided.
I noticed problems starting at around the 24th of June with an increase in error seconds with the modem, thought at first maybe caused by thunderstorms in the area around the time but the ES persisted. Checked the quiet line test and heard intermittent cracking and buzzing. Reported the problem to our telecom company on the following Monday (not open during weekends). Line got worse after being checked two times.
It is strange that the fault was still detected until the 11th, as line was fixed on the 9th as I stated earlier. Peculiar.

Anyway, I’m hoping the DLM will move at some point, seeing as it isn’t as I suspected ’banded’ in the data, and ES remains almost nonexistent (downstream).

Oh, last thing, yes modem is connected to master socket, it’s one of the newer split broadband / phone connection boxes (NTE5 I think).
That's RPM to you!!
Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 19,756
Thanks: 6,680
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Registered: ‎21-04-2017

Re: Suspected stuck profile.

Thanks for getting back to me @RPMozley 

No problem, sounds like a pretty bad thunderstorm!

A line issue was actually only detected until the 5th, but a low line rate from the 6th to the 10th which gradually recovered to ‘acceptable levels’ by the 11th.

Fingers crossed with time your speed will increase more and more. Let us know how it goes. Smiley

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
RPMozley
Pro
Posts: 1,177
Thanks: 40
Fixes: 7
Registered: ‎04-11-2011

Re: Suspected stuck profile.

I will be keeping an eye on it every day and will post back if any changes occur.

Thank you for all the help you have given, although it hasn’t made much of a difference it has been informative and I know that’s all you can do at the moment.
That's RPM to you!!
adam945
Plusnet Help Team
Plusnet Help Team
Posts: 523
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Registered: ‎01-12-2020

Re: Suspected stuck profile.

No problem @RPMozley

 

Feel free to post back on here for further assistance in the future. Smiley

 Adam
 Plusnet Help Team - Leeds
RPMozley
Pro
Posts: 1,177
Thanks: 40
Fixes: 7
Registered: ‎04-11-2011

Re: Suspected stuck profile.

Small update, since Monday this week the DLM appears to have made a change to our line profile. I believe interleaving depth on the downstream was reduced to 4 (from 8 if I recall correctly) and the SNR margin was reduced to 5 dB as the target level.

ES even after this change is still almost nonexistent (downstream), so still hoping for more changes by the DLM to come. More updates to follow if/when that happens.
That's RPM to you!!
Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 19,756
Thanks: 6,680
Fixes: 1,106
Registered: ‎21-04-2017

Re: Suspected stuck profile.

Cheers for the update @RPMozley

I'm glad to see your speed's going in the upwards direction.  ‌Thumbs_Up

Keep us posted with how it goes. 

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