Video quality issue since joining Plusnet
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Video quality issue since joining Plusnet
12-10-2018 6:45 PM
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Re: Video quality issue since joining Plusnet
13-10-2018 3:05 PM - edited 13-10-2018 3:06 PM
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Hi @Jaki0Jaki,
I'm sorry to hear that you've been experiencing problems since moving over to us. I can confirm that we don't carry out any traffic shaping for residential accounts and we don't throttle video traffic.
I've tested your line today and the test hasn't picked up the cause of the issue from here and indicates that your line is currently syncing at 58mbps, which is within the line's estimates of 48-69.2mbps. However, it does appear that there are some underlying performance errors:
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 | 58.0 Mbps | ||||
Upstream Speed | 17.1 Mbps | ||||
Appointment Required | N | ||||
Fault Report Advised | N | ||||
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 | 592.8 | ||||
Upstream Rate Assessment | Reasonable | ||||
Downstream Rate Assessment | Good | ||||
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-80M Downstream 5dB, Retransmission High - 0.128M-20M Upstream, Error Protection Off | ||||
Time Stamp | 2018-09-30T15:00:00 |
Parameters | MIN | MAX | AVG |
Down Stream Line Rate | 57.5 Mbps | 64.3 Mbps | 60.8 Mbps |
Up Stream Line Rate | 17.0 Mbps | 17.2 Mbps | 17.1 Mbps |
Up Time | 803.0 Sec | 900.0 Sec | 899.7 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 | 2018-10-13T13:31:57Z | 2018-10-13T13:46:57Z |
Ingress Code Violation | 2 | 1 |
Egress Code Violation | 65 | 77 |
Errored Seconds | 38 | 18 |
Severely Errored Seconds | 9 | 9 |
Unavailable Seconds | 0 | 0 |
Your connection log is showing around the level of drops that we'd expect from this side:
So that we can determine the best way forwards, please can you confirm whether this is solely affecting wireless connections or if it's affecting wired connections too? If you've not done so already, please can you also run through our troubleshooting guides here and let us know how you get on.
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