Upgraded to Fibre 2 weeks ago - suffering from drop connections and below guaranteed speeds
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- Fibre Broadband
- :
- Re: Upgraded to Fibre 2 weeks ago - suffering from...
Upgraded to Fibre 2 weeks ago - suffering from drop connections and below guaranteed speeds
28-08-2018 8:02 AM - edited 28-08-2018 8:03 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Hi there,
I was upgraded to fibre (fibre to cabinet) on 15 August and since then have been getting resets several times a day. It seems like random times and random reconnection speeds. I left it for 10 days as instructed in your help guides but it is still ongoing. 3 days ago I connected it directly to the engineers socket and it's still happening. I have a Hub One. The hub flashes orange for about a minute, then constant orange with broadband light red and then blue, sometimes doing this twice before going blue. I have have no noticeably crackly line.
I should have a guaranteed minimum speed of 38mb/s. My speed is usually in the mid to high 20's. Upload speed has dropped in the last few days to 5-6 from 8. I have looked at the event log to identify down times but I don't know what the rest of it means!
I switched it off and on again a few days ago to see if that helped - it didn't!
Any help would be much appreciated, thank you.
Re: Upgraded to Fibre 2 weeks ago - suffering from drop connections and below guaranteed speeds
28-08-2018 8:45 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Welcome to the Forum @j-d-b
Plusnet people are usually in the Forum; if they are, they may well pick this up. If they don't, or if you want to move things along, report as a fault.
To report a fault, run though the checks at https://www.plus.net/help/broadband/connection-troubleshooting/ and report a fault at https://www.plus.net/apps/kbdfaults It takes a bit of your time but costs you nothing, and makes Plusnet aware of your issue. They have to look at it, and the report gets the issue into the queue for action.
There have been problems with the BT speed test (I'm not sure whether they are resolved) but try it with Internet Explorer. If there are problems, report speeds from an alternative speed test such as at speedtest.net.
Please let us know how you get on.
Re: Upgraded to Fibre 2 weeks ago - suffering from drop connections and below guaranteed speeds
28-08-2018 10:24 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Hi @j-d-b, welcome to the forums
Testing the line shows the speed is in sync lower than we would expect at 28.7mbps, although the testing hasn't highlighted what may be causing this.
I think @BrightonRock has covered everything , but so long as you have gone through all the checks and are connected to your test socket, please raise the fault on the link @BrightonRock provided and let us know once you have done this so we can pick it up.
Re: Upgraded to Fibre 2 weeks ago - suffering from drop connections and below guaranteed speeds
28-08-2018 7:15 PM - edited 28-08-2018 7:28 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Thank you both for your replies.
Lauren, I have sent the fault report over.
Re: Upgraded to Fibre 2 weeks ago - suffering from drop connections and below guaranteed speeds
28-08-2018 7:56 PM - edited 28-08-2018 7:57 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Hi @j-d-b,
Thank you very much for raising this as a fault.
I've re-tested your line and the test still isn't picking up the cause of this issue but I can see that your line is still in sync at 28.7mbps, which is lower than we'd expect
GEA Test Detail | |||
Circuit ID | NA | Service ID | BBEUXXXXXXXX |
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 | 28.7 Mbps | ||||
Upstream Speed | 5.7 Mbps | ||||
Appointment Required | N | ||||
Fault Report Advised | N | ||||
NTE Power Status | PowerOn | ||||
Voice Line Test Result | Pass | ||||
Bridge Tap | Not Detected | ||||
Repetitive Electrical Impulse Noise | Not Detected | ||||
Estimated Line Length In Metres | 563.5 | ||||
Upstream Rate Assessment | Low | ||||
Downstream Rate Assessment | Low | ||||
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 | ||||
Profile Name | 0.128M-30M Downstream, Retransmission High - 0.128M-6M Upstream, Retransmission High | ||||
Time Stamp | 2018-08-28T09:00:00 |
Parameters | MIN | MAX | AVG |
Down Stream Line Rate | 30.0 Mbps | 30.0 Mbps | 30.0 Mbps |
Up Stream Line Rate | 6.0 Mbps | 6.0 Mbps | 6.0 Mbps |
Up Time | 900.0 Sec | 900.0 Sec | 900.0 Sec |
Retrains | 0.0 | 0.0 | 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 | 2018-08-28T18:36:47Z | 2018-08-28T18:51:47Z |
Ingress Code Violation | 0 | 0 |
Egress Code Violation | 0 | 0 |
Errored Seconds | 0 | 0 |
Severely Errored Seconds | 0 | 0 |
Unavailable Seconds | 0 | 0 |
Your connection log shows that it was dropping frequently up until yesterday when it stabilised.
The drops are showing as "user request" which suggests that it may be the router itself that's causing the problem. I've ordered a new one for you to try and it'll be with you within 3-5 working days. Please let us know if you still experience any problems with your connection once you have the new router.
Re: Upgraded to Fibre 2 weeks ago - suffering from drop connections and below guaranteed speeds
01-09-2018 6:44 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Hi Plusnet Help Team,
I have received and connected the new router you have sent. It has reconnected at exactly the same speed as the old one. Is there anything you have to do at your end?
Also it hasn't dropped a connection (with the old router) for 3 or 4 days now so at the moment it's just the slower than expected speeds.
Re: Upgraded to Fibre 2 weeks ago - suffering from drop connections and below guaranteed speeds
01-09-2018 4:25 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Hello @j-d-b,
Thanks for getting back to us. I have tested your line and can see that due to the drops in connection it has caused the DLM to restrict the speed to 30Mbps.
I have sent a request to have this removed, however as it is a trail it can take up to 5 days. However if this does not work we may need to send an engineer I'm afraid.
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 | 30.0 Mbps | |
Upstream Speed | 9.5 Mbps | |
Appointment Required | N | |
Fault Target Fix Time | ||
Fault Report Advised | N | |
Estimated Line Length In Metres | 558.7 | |
Upstream Rate Assessment | Very Good | |
Downstream Rate Assessment | Low | |
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 | |
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 | |
Profile Name | 0.128M-30M Downstream, Retransmission High - 0.128M-6M Upstream, Retransmission High | |
Time Stamp | 2018-08-28T09:00:00 |
Parameters | MIN | MAX | AVG |
Down Stream Line Rate | 29.9 Mbps | 30.0 Mbps | 29.9 Mbps |
Up Stream Line Rate | 6.0 Mbps | 9.9 Mbps | 9.1 Mbps |
Up Time | 642.0 Sec | 900.0 Sec | 899.0 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 | 2018-09-01T14:37:10Z | 2018-09-01T14:52:10Z |
Ingress Code Violation | 0 | 0 |
Egress Code Violation | 0 | 0 |
Errored Seconds | 0 | 0 |
Severely Errored Seconds | 0 | 0 |
Unavailable Seconds | 0 | 0 |
Re: Upgraded to Fibre 2 weeks ago - suffering from drop connections and below guaranteed speeds
01-09-2018 4:30 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
The GEA test that was performed earlier shows that your line speed is capped at 30Mbps sync due to the line being banded.
Profile Name | 0.128M-30M Downstream, Retransmission High - 0.128M-6M Upstream, Retransmission High |
When a line is banded it means that the digital line management software in the cabinet has limited your speed to stabilize your connection.
You also have Retransmission high (also known as G.INP) on both upstream and downstream connections, this is another feature of digital line mangement that is used to stabilise noisy lines. It achieves this by retransmitting the data that has been corrupted by the noise.
It would be interesting to see a screen shot of the connection stats for your line to see what the data rate, maximum data rate, noise margin and line attenuation are.
If the maximum data rate is higher than 30000 then the issue was a faulty router and digital line management is now constraining your linespeed. If this is the case, then it can take a long time for banding to be automatically removed from your line. However, an Openreach engineer can remove banding by resetting the connection. I also believe that it is now possible for Plusnet to be able to remotely reset a connection although one of the staff on here would need to confirm that.
If the maximum data rate is less than 30000 then it is likely that it is the line condition, rather than the router, which is slowing you down and that the line has stabilized due digital line management applying banding and re-transmission.
You can access the connection stats by logging onto the router http://192.168.1.254 and selecting troubleshooting, followed by helpdesk.
If you have a phone handset connected to your landline it is also worth doing a quiet line test. This should be performed on a wired phone plugged into the master socket. Dial 17070 on the handset and select option 2, if you hear crackling, buzzing, popping or humming then raise a voice fault with Plusnet.
Re: Upgraded to Fibre 2 weeks ago - suffering from drop connections and below guaranteed speeds
01-09-2018 4:34 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
I've just read @SammyMs post and I can see that they have requested a DLM reset for you. Your maximum data rate will give you an indication of what speed you will get once DLM has been reset.
Re: Upgraded to Fibre 2 weeks ago - suffering from drop connections and below guaranteed speeds
01-09-2018 5:24 PM - edited 01-09-2018 5:25 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Thank you for your replies.
Maximum data rate is showing as 68498. I'm only paying for standard fibre and should have a guaranteed minimum of 38000.
I have done several silent line tests over the last couple of weeks and all seem fine.
Re: Upgraded to Fibre 2 weeks ago - suffering from drop connections and below guaranteed speeds
01-09-2018 5:46 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
That looks good, when the DLM reset goes through your line speed should increase to the max for the product you're on, this is 39999 for Plusnet Fibre Unlimited. If the speed doesn't increase after 5 days, I'd try rebooting the router.
Re: Upgraded to Fibre 2 weeks ago - suffering from drop connections and below guaranteed speeds
01-09-2018 7:38 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: Upgraded to Fibre 2 weeks ago - suffering from drop connections and below guaranteed speeds
07-09-2018 6:55 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Hi,
Downloads now a consistent 38mbs and uploads now 9.5mbs. It's been stable for 3 days now, no resets! Hopefully problem solved.
Thank you for all your replies and help.
Re: Upgraded to Fibre 2 weeks ago - suffering from drop connections and below guaranteed speeds
09-09-2018 1:20 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Hi @j-d-b,
Thanks very much for letting us know, I'm pleased to hear that your connection is now stable and that the speeds are within the estimates.
Please don't hesitate to get back in touch if you experience any further problems with your connection or if there's anything else that you'd like to discuss.
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- Fibre Broadband
- :
- Re: Upgraded to Fibre 2 weeks ago - suffering from...