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Wireless drop outs

JahPete
Grafter
Posts: 53
Thanks: 2
Registered: ‎29-01-2015

Re: Wireless drop outs

Just did a factory reset on the router, and the admin password was happily accepted this time when I tried to access the advanced settings. Before I adjust anything I might wait and see if this has cured the connections of my Wife and Daughters phones and laptops.  Watch this space........................

Plusnet Help Team
Plusnet Help Team
Posts: 1,631
Thanks: 271
Fixes: 56
Registered: ‎26-03-2018

Re: Wireless drop outs

Thanks for the update @JahPete 

 

Let us know if we can do anything further. 

 

 - MoR 

If this post resolved your issue please click the 'This fixed my problem' button
 MoR
 Plusnet Help Team
JahPete
Grafter
Posts: 53
Thanks: 2
Registered: ‎29-01-2015

Re: Wireless drop outs

I have factory reset the router again and this time changed the settings as per your instructions earlier..... My Daughter won't be home from Uni for a few weeks so will see how that goes then.....

However, I am now getting a download of about 15 Mbps, which is pretty dismal... Any reasons for this drop? 

Plusnet Help Team
Plusnet Help Team
Posts: 1,258
Thanks: 199
Fixes: 63
Registered: ‎09-10-2018

Re: Wireless drop outs

Hi @JahPete, thanks for your post.

 

I've run a GEA test and I'm getting the below:

 

Voice Line Test Result Voice fault suspected - contact Voice CP to progress copper issue

 

As we're not your phone provider, I'm unable to test the phone line and it does look as though it could be an issue with that line that's causing the slower speed.

If this post resolved your issue please click the 'This fixed my problem' button
 Owen P
 Plusnet Help Team
JahPete
Grafter
Posts: 53
Thanks: 2
Registered: ‎29-01-2015

Re: Wireless drop outs

"Chatting" to a BT help desk now.. Thanks.

Plusnet Help Team
Plusnet Help Team
Posts: 1,030
Thanks: 241
Fixes: 59
Registered: ‎06-08-2018

Re: Wireless drop outs

@JahPete,

 

Let us know how you get on. 

If this post resolved your issue please click the 'This fixed my problem' button
 Joe
 Plusnet Help Team
JahPete
Grafter
Posts: 53
Thanks: 2
Registered: ‎29-01-2015

Re: Wireless drop outs

Okay. BT have done their checks and tell me there is no fault on my line..... 

Plusnet Help Team
Plusnet Help Team
Posts: 449
Thanks: 70
Fixes: 32
Registered: ‎25-02-2019

Re: Wireless drop outs

Hi @JahPete,

 

I have tested the line and I can see that the speed profile is capped and needs resetting as this is more than likely is the reason for the slower speeds. I have sent a request to the relevant team to take off the cap which will take place in the next 48-72 hours.

 

Thank you for your patience.

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 Faris
 Plusnet Help Team
JahPete
Grafter
Posts: 53
Thanks: 2
Registered: ‎29-01-2015

Re: Wireless drop outs

Thanks... Who would apply a speed cap..... and why? ..... Something I said? 

Plusnet Help Team
Plusnet Help Team
Posts: 449
Thanks: 70
Fixes: 32
Registered: ‎25-02-2019

Re: Wireless drop outs

Hi @JahPete,

 

This would have automatically be applied by the DLM tool which is to try and cap the speeds to try and stabilise the line.

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 Faris
 Plusnet Help Team
JahPete
Grafter
Posts: 53
Thanks: 2
Registered: ‎29-01-2015

Re: Wireless drop outs

Well, we're still getting 15Mbps, so I guess the cap hasn't been removed yet. 

Plusnet Help Team
Plusnet Help Team
Posts: 1,551
Thanks: 289
Fixes: 88
Registered: ‎26-03-2018

Re: Wireless drop outs

Hi @JahPete,

 

I'm sorry that your speed is still poor. I've had a look into this and can see that the line was reset, however the banding has now gone back onto the line and it's restricted to a maximum of 18mbps. This indicates that DLM is still trying to stabilise the line and that the speed has to be dropped significantly before the line becomes stable, which suggests that there is still an underlying fault that is causing interference on the line.


I've tested your line and the test is still picking up a fault on the copper line side, but we are unable to investigate this further due to not being your landline provider. Although your landline provider told you that there was no fault when you contacted them, there's definitely an issue here based on the voice line result on our test. Please can you contact them again and ask them to investigate this fault further?

 

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 17.2 Mbps
Upstream Speed 6.4 Mbps
Appointment Required N
Fault Report Advised N
NTE Power Status PowerOn
Voice Line Test Result Voice fault suspected - contact Voice CP to progress copper issue
Bridge Tap Not Detected
Radio Frequency Ingress Not Detected
Repetitive Electrical Impulse Noise Not Detected
Cross Talk Not Detected
Estimated Line Length In Metres 979.0
Upstream Rate Assessment 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
Current 15Min Bin Retrains 0
Last 15Min Bin Retrains 0
DP Type External
Profile Name 0.128M-18M Downstream, Retransmission High - 0.128M-10M Upstream, Error Protection Off
If this post resolved your issue please click the 'This fixed my problem' button
 Emily D
 Plusnet Help Team
JahPete
Grafter
Posts: 53
Thanks: 2
Registered: ‎29-01-2015

Re: Wireless drop outs

Well, this time BT did find a fault on the line......

"A local network fault that we have detected. the fault lies in between the BT exchange and the Primary Connection Point . I have already raised this to our engineer's and they have committed that they will get this fixed by 15 Nov 2019."

So, hopefully full speed can be reestablished after that date?  What a palaver......

JahPete
Grafter
Posts: 53
Thanks: 2
Registered: ‎29-01-2015

Re: Wireless drop outs

Engineer on site this morning. Hopefully he has fixed the fault (although my connection has dropped out since his visit).... I assume the speed cap can be removed after it shows all clear? 

Plusnet Help Team
Plusnet Help Team
Posts: 1,208
Thanks: 119
Fixes: 54
Registered: ‎06-08-2018

Re: Wireless drop outs

Hey @JahPete,

Thanks for getting back to us.

Once you've received confirmation from your phone supplier that the phone fault has been fixed, please get back to us here so we can investigate further & get this fully resolved.

 

Thanks.

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 Maddy S
 Plusnet Help Team