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Ticket 142489991: ever decreasing sync and massive packet loss

DougMa
Grafter
Posts: 115
Thanks: 3
Registered: ‎09-09-2011

Ticket 142489991: ever decreasing sync and massive packet loss

I really need some help with a problem I reported almost a month ago.  It doesn't seem to be going anywhere.

Background: BT installed a second VDSL2 cabinet, and since the works my line has degraded.  It was syncing at 48Mbps and stable (months of uptime), but since the works constant CRC errors have seen DLM drop it regularly until now it's at 21Mbps and still erroring regularly:

ed7a33402da1086881acdb30dde3b3d6-17-02-2017

There are periods where there are no CRC errors, then suddenly they restart until DLM bounces the line.  I had an engineer visit three weeks ago, but he just showed my wife the line stats from his tester and left: despite the rate being less than half what it was before this fault developed.  He didn't know what was happening with the new cabinet and didn't seem willing to go and talk to the engineers working there at that time!

 

 

9 REPLIES
Plusnet Staff
Plusnet Staff
Posts: 2,145
Thanks: 372
Fixes: 117
Registered: ‎22-08-2015

Re: Ticket 142489991: ever decreasing sync and massive packet loss

Hi there,

 

It looks like we've replied to your ticket about 5 minutes ago, asking for your engineer availability. Once you reply to the ticket we'll get it booked in for you.

From when I joined the Plusnet Help Team in May 2017 my main Community account is @Gandalf.
If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Staff
DougMa
Grafter
Posts: 115
Thanks: 3
Registered: ‎09-09-2011

Re: Ticket 142489991: ever decreasing sync and massive packet loss

Thanks Anoush, I've replied with my availability next week.

Plusnet Staff
Plusnet Staff
Posts: 2,145
Thanks: 372
Fixes: 117
Registered: ‎22-08-2015

Re: Ticket 142489991: ever decreasing sync and massive packet loss

Thanks for getting back to us

I've off work for the weekend now, if the ticket isn't picked up by Monday I'll certainly get it booked for you.
From when I joined the Plusnet Help Team in May 2017 my main Community account is @Gandalf.
If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Staff
Plusnet Staff
Plusnet Staff
Posts: 2,145
Thanks: 372
Fixes: 117
Registered: ‎22-08-2015

Re: Ticket 142489991: ever decreasing sync and massive packet loss

Just checked your account and I can see we've arranged the engineer for tomorrow PM.

From when I joined the Plusnet Help Team in May 2017 my main Community account is @Gandalf.
If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Staff
DougMa
Grafter
Posts: 115
Thanks: 3
Registered: ‎09-09-2011

Re: Ticket 142489991: ever decreasing sync and massive packet loss

Engineer attended. There is an ongoing LLUMS incident and when he tested the rate at the cabinet was only 66Mbps instead of 80Mbps, but there is nothing he can do at the cabinet during the incident since there are no free pairs. They're completely reimplementing the frames (1200 active lines) and commissioning a replacement VDSL2 cabinet.

He tested the d-side and found no faults, reset the DLM and got me back to 40Mbps. If the problems persist and I've not seen a boost after 14-days when the incident is resolved, I should re-report the fault at which point they should be in a position to try moving my line.
DougMa
Grafter
Posts: 115
Thanks: 3
Registered: ‎09-09-2011

Re: Ticket 142489991: ever decreasing sync and massive packet loss

Can I get a speed profile bump? It's still limiting me to 18Mbps, but I'm now syncing at 40Mbps. Thanks!
Plusnet Staff
Plusnet Staff
Posts: 2,145
Thanks: 372
Fixes: 117
Registered: ‎22-08-2015

Re: Ticket 142489991: ever decreasing sync and massive packet loss

And, done.

From when I joined the Plusnet Help Team in May 2017 my main Community account is @Gandalf.
If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Staff
DougMa
Grafter
Posts: 115
Thanks: 3
Registered: ‎09-09-2011

Re: Ticket 142489991: ever decreasing sync and massive packet loss

Perfect, thanks!
Plusnet Staff
Plusnet Staff
Posts: 2,145
Thanks: 372
Fixes: 117
Registered: ‎22-08-2015

Re: Ticket 142489991: ever decreasing sync and massive packet loss

No problems, anything else I can help with just let me know Smiley

From when I joined the Plusnet Help Team in May 2017 my main Community account is @Gandalf.
If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Staff