line issue
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- Re: line issue
line issue
14-03-2019 2:34 PM
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h, so over the last week i have had loads of dropouts and my speed has went from 76mb down to 65mb
1. Product name: | Plusnet Hub |
2. Serial number: | +081441+NQ71601297 |
3. Firmware version: | Software version 4.7.5.1.83.8.237.2.2 Last updated 08/09/17 |
4. Board version: | Plusnet Hub One |
5. DSL uptime: | 0 days, 00:23:42 |
6. Data rate: | 20000 / 65040 |
7. Maximum data rate: | 25531 / 75213 |
will this go back up over time or will plusnet need to reset anything ?
Re: line issue
14-03-2019 2:35 PM
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also is there a new router they supply as this one is poor on wifi
Re: line issue
14-03-2019 3:20 PM
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Hi @staceyd86 , thanks for your post.
With regards your connection, we've run testing on the line and although we can see a few drops and the speed being below estimates, we aren't detecting what's causing the issue and so some troubleshooting is in order so that we can try to rule out your home set up.
We'd recommend starting with basic checks here.
And if that doesn't help the next thing would be to rule your internal wiring out by plugging the connection into your test socket which is under the faceplate of your master socket and seeing if the stability returns. This rules out internal wiring, face plates and extension sockets as being the cause. How to locate the test socket and set your connection into it can be found here.
If the problem still persists from here, please raise a fault here, letting us know when you've done so so that we may progress the issue more quickly.
With regards the router, we're showing that you already have the most up-to-date model and so there isn't a lot we can do with respect to replacing it but you may well find the wireless optimisation guides here will improve your wireless connectivity.
Please let us all know how you get on.
Re: line issue
14-03-2019 3:41 PM
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Could it not be due to the old firmware @OskarPapa
I do recall another user on an old firmware recently that had improvements when the firmware was updated.
Obviously the other options apply too
(just saying)
Re: line issue
14-03-2019 3:47 PM - edited 14-03-2019 3:54 PM
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Hi @DS, thanks for your input.
It's potentially an issue, definitely, but what with the issues we're aware of with some of the firmware updates I'm erring on the side of caution with my approach to this one and would definitely recommend that @staceyd86 has a go at the guides I've sent over before we go through the process of requesting that an update be pushed through.
10 points on the knowledge, though
Re: line issue
14-03-2019 3:57 PM - edited 14-03-2019 4:04 PM
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I totally understand where you're coming from , more so as I am 'one of the chosen ones' currently 'enjoying' the latest firmware
It's just, I'm sure I'm not the only one that has noticed, there does seem to be a slight increase in users reporting their old firmware is now 'acting up' since the new one was set free. Bit of a coincidence perhaps....
Possibly updating and doing the, what's becoming the norm, splitting the wifi might be a way forward. Unless of course you guys know something about the newest firmware that I for one am starting to see....
edit. 20 points to me for finding a potential bug!!
I'll start a new topic, in case it's not a coincidence....
Re: line issue
14-03-2019 4:26 PM
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@staceyd86 wrote:
also is there a new router they supply as this one is poor on wifi
If trying different bands doesn't work then try separating the Wifi channels, that can work wonders, see https://community.plus.net/t5/My-Router/2-4ghz-and-or-5ghz-best-practice/m-p/1351966#M840. By 'pointing the browser', what is meant is put 192.168.1.254 in the address field, not the search field of your browser (assuming that your browser has both). Try both bands and use the best.
If you want a router with better WiFi for little money then go onto Ebay and get a Smarthun 6. There are stacks for sale at real knock down prices. Make sure that you get a FTTC version, which has four yellow LAN sockets. Avoid the FTTP version which has a red WAN sticker fixed to one of the LAN sockets. Setting instructions are here https://community.plus.net/t5/My-Router/Using-the-BT-Smarthub-6-on-a-Plusnet-Account/m-p/1587673#M85...
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Re: line issue
14-03-2019 9:18 PM
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done all them will see how it goes, a firmware push would be nice,
will speed go back up when line settles ?
Re: line issue
15-03-2019 7:39 AM
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Hi, can you check for us which firmware version your router currently has please? You can do that by logging into http://192.168.1.254, go to "troubleshooting" then "helpdesk".
Re: line issue
15-03-2019 7:48 AM
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3. Firmware version: | Software version 4.7.5.1.83.8.237.2.2 Last updated 08/09/17 |
Re: line issue
15-03-2019 7:52 AM
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i have a hh6 if that is any better but its just syncing same as the hub1 so is my sync speed locked due to all the dropouts ?
Re: line issue
15-03-2019 9:38 AM - edited 15-03-2019 9:44 AM
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Probably. I would not expect the sync rate to recover through the change of router but the wireless performance should be better. You will find a comparison here. https://www.businessdirect.bt.com/content/uni2/documentation/c6nx/bt_smart_hub_test_report.pdf
The firmware also seems to be more stable. If the drop outs have stopped then Plusnet need to check that the line is not banded. If that is clear then it’s a waiting game for the automatic DLM to do it’s stuff.
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Re: line issue
15-03-2019 9:53 AM - edited 15-03-2019 9:53 AM
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ok im going to put the hh6 on now then, can a admin do that check and see if my line is banded please
Re: line issue
15-03-2019 10:01 AM
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hh6 stats
0 Days, 0 Hours 3 Minutes 56 Seconds
20.00 Mbps / 65.20 Mbps
25975 / 79072
9.4 dB / 6.2 dB
11.5 dB
0/38
G_993_2_ANNEX_B
Fast Path
Re: line issue
15-03-2019 12:21 PM - edited 15-03-2019 12:23 PM
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Hi @staceyd86,
Thank you for confirming the firmware version of your Plusnet router and that you're now using a Home Hub 6. Please let us know if you'd like us to arrange for the latest update to be pushed to your Hub 1, or you can carry on using the Home Hub 6 if you'd prefer.
I've tested your line and it's currently syncing at 65.2mbps, which is below the line's estimates of 67 - 80mbps:
GEA Test Detail | |||
Circuit ID | NA | Service ID | BBEUXXXXXXXXX |
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 | 65.2 Mbps | ||||
Upstream Speed | 20.0 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 | 234.0 | ||||
Upstream Rate Assessment | Very Good | ||||
Downstream Rate Assessment | Low | ||||
Interference Pattern | Regular Interference Observed Daily | ||||
Service Impact | Retrains Observed | ||||
Interference Duration Longest Occurrence | From 08:30 to 08:45 | ||||
Interference Location | Customer Premise | ||||
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, Error Protection Off - 0.128M-20M Upstream, Error Protection Off | ||||
Time Stamp | 2019-03-02T12:15:00 |
Parameters | MIN | MAX | AVG |
Down Stream Line Rate | 63.8 Mbps | 77.9 Mbps | 68.1 Mbps |
Up Stream Line Rate | 20.0 Mbps | 20.0 Mbps | 20.0 Mbps |
Up Time | 732.0 Sec | 900.0 Sec | 899.0 Sec |
Retrains | 0.0 | 2.0 | 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 | 2019-03-15T11:31:05.585+00:00 | 2019-03-15T11:46:05.585+00:00 |
Ingress Code Violation | 0 | 0 |
Egress Code Violation | 0 | 0 |
Errored Seconds | 0 | 0 |
Severely Errored Seconds | 0 | 0 |
Unavailable Seconds | 0 | 0 |
The line isn't currently banded so, all being well, DLM should kick in now that the line has stabilised and you should see your speeds increase over the next 48 - 72 hours. Please let us know if your speed is still low after this.
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