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Ticket 130501872

stoswald
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Registered: ‎14-03-2014

Ticket 130501872

Although was for a fibre issue, it highlighted

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

Original Ticket raised 29 July, this fault passed back

5:59pm, Wednesday 3 Aug 2016

I see there is a suspected voice fault. Can you please pass that onto the phone line supplier to deal with.

Can this be chased please,

 

Ta

 

15 REPLIES 15
Chris
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Re: Ticket 130501872

The rest of the test results aren't showing any problems.

What issues are you having with your phone line? I've just performed a standalone test on it and it's not finding an issue, so it would be an appointment booking to fix whatever issue you're having if we progressed a phone fault now.

If this post resolved your issue please click the 'This fixed my problem' button

Former Plusnet Staff member. Posts after 31st Jan 2020 are not on behalf of Plusnet.
stoswald
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Re: Ticket 130501872

I don't tend to use the phone that much, but I did have crackling on the line last week when my daughter called, it was at the start of the call and cleared up after a few seconds.

If it does help, a BT engineer was doing what looked like soldering to the thin cables at below ground level  (at the base of the pole outside the house) the day before I switched over to PN from BT.

stoswald
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Re: Ticket 130501872

@Chris

The copper line went wrong sometime between 10.15am and 22.35pm on Saturday.  I have spoke to one of your CSC chaps on Sunday and have an engineer coming out on Wednesday to fix it.

No dialling tone, crackling and FTTC that spends more time trying to connect than actually online.

 

 

HarryB
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Re: Ticket 130501872

Glad to hear you've had an engineer appointment booked in. I hope it all goes well on Wednesday for you.

If this post resolved your issue please click the 'This fixed my problem' button
 Harry Beesley
 Plusnet Infrastructure Operations Professional
stoswald
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Re: Ticket 130501872

@HarryB looks good - fault was underground.  Just watching to see if the connection rate increases on its own, or I have to do a reboot.

HarryB
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Re: Ticket 130501872

Looking at the RADIUS Graph, it's certainly improved since last night:

 Unfortunately I can't get a GEA test to run on the connection at the moment (The job may still be open with the engineer) however I'll bump the profile up on our side to what it used to be in anticipation that the engineer has reset it on their side.
If this post resolved your issue please click the 'This fixed my problem' button
 Harry Beesley
 Plusnet Infrastructure Operations Professional
stoswald
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Re: Ticket 130501872

@HarryB

 

Just done a rebootAngry

I am not happy at all.  Speeds have not increased one little bit

6. Data Rate: 17000 / 48997
7. Maximum Data Rate: 26862 / 67162
8. Noise Margin: 12.7 / 10.8
9. Line Attenuation: 17.6 / 15.1
10. Signal Attenuation: 0.0 / 0.0

 

http://www.thinkbroadband.com/speedtest/results.html?id=147153855450088988484

steve@steve-pc:~$ speedtest-cli
Retrieving speedtest.net configuration...
Retrieving speedtest.net server list...
Testing from PlusNet (91.125.88.151)...
Selecting best server based on latency...
Hosted by SoftLayer Technologies, Inc. (London) [0.96 km]: 17.72 ms
Testing download speed........................................
Download: 43.56 Mbit/s
Testing upload speed..................................................
Upload: 9.78 Mbit/s
steve@steve-pc:~$

Download speedachieved during the test was - 43.93 Mbps
 For your connection, the acceptable range of speedsis 40 Mbps-45.4 Mbps .
 Additional Information:
 IP Profile for your line is - 45.4 Mbps

Upload speed achieved during the test was - 15.03Mbps
 Additional Information:
 Upstream Rate IP profile on your line is - 20 Mbps

I had the perfect connection last Thursday & Friday and now I'm swanning around on a 45mb profile.  I know my line can run at 70 or 72 (BT proved the latter to be true), however since returning to plusnet I'm going backwards.firstly 63mbps on a dynamic IP then 70 on static IP, now 43 on static.
Not to mention all the other issues I have had since I said I wanted to  leave under the price increase promise.

Come on, if you don't want my custom just say so and I'll go.

 

HarryB
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Re: Ticket 130501872

With all due respect, I didn't say the speeds had improved.

I said I wasn't able to run the test to confirm what your sync speeds were, possibly due to the engineer still having the job open, which would prevent me from running the test.

HarryB wrote: Unfortunately I can't get a GEA test to run on the connection at the moment (The job may still be open with the engineer)

 

I only bumped the profile up as I was hoping the engineer would remove any banding from your line if it was still banded:

HarryB:

I'll bump the profile up on our side to what it used to be in anticipation that the engineer has reset it on their side.

If this post resolved your issue please click the 'This fixed my problem' button
 Harry Beesley
 Plusnet Infrastructure Operations Professional
Chris
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Re: Ticket 130501872

Just as a follow up to this, as the engineer was there to specifically fix the phone line it's possible they won't reset the fibre line. I can see you've reported a fibre fault, that'll get picked up asap.

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Former Plusnet Staff member. Posts after 31st Jan 2020 are not on behalf of Plusnet.
stoswald
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Re: Ticket 130501872

@HarryB  Apologies, I saw the email on the phone at work and responded to that as soon as I got in, the image showing the line working doesn't come through in GMail on my Android and I missed it.

@Chris Chris, in which case why would the BTO engineer tell me the speed will improve during the afternoon and has reset everything! 

Just hope the PN Fault team don't tell me that its within parameters and they can't do anything!

 

stoswald
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Re: Ticket 130501872

Another day another disappearing 10mb

steve@steve-pc:~$ speedtest-cli
Retrieving speedtest.net configuration...
Retrieving speedtest.net server list...
Testing from PlusNet (91.125.88.151)...
Selecting best server based on latency...
Hosted by SoftLayer Technologies, Inc. (London) [0.96 km]: 34.594 ms
Testing download speed........................................
Download: 33.40 Mbit/s
Testing upload speed..................................................
Upload: 12.71 Mbit/s

 

 

stoswald
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Re: Ticket 130501872

Having had a early Sunday morning visit from BTOR. he found more faults on the BT side of my line, including 2 loops, one on a frayed cable inside the house and another in the cabinet (think he said fire card), which I believe was fixed. I ended up with a new drop wire and had a new cable running up to the master socket.

At 4am on Sunday my line speed had increased to 51mbps, this I found out from RSK after the BTOR left.  Now I know its only been a day or two and if I believe BTOR, I have a fortnight of speed fluctuations because I have been put on a new network?

traceroute to plus.net (212.159.9.2), 30 hops max, 60 byte packets
1 192.168.1.254 (192.168.1.254) 0.860 ms 1.185 ms 1.620 ms
2 lo0-central10.pcl-ag07.plus.net (195.166.128.188) 18.127 ms 18.355 ms 18.733 ms
3 link-a-central10.pcl-gw01.plus.net (212.159.2.184) 19.143 ms 19.607 ms 20.239 ms
4 xe-9-0-0.pcl-cr01.plus.net (212.159.0.216) 20.225 ms 21.837 ms 21.833 ms
5 po2.pcl-gw01.plus.net (195.166.129.41) 21.819 ms 22.172 ms 22.542 ms

which doesn't look the case from the above and you'll see latency is more than double what it should be.

Help Desk gives me these figures

6. Data Rate: 19999 / 56978
7. Maximum Data Rate: 23951 / 67410
8. Noise Margin: 15.0 / 6.1
9. Line Attenuation: 17.4 / 15.2
10. Signal Attenuation:

0.0 / 0.0

BTW show my profile as such

 Download speedachieved during the test was - 51.37 Mbps
 For your connection, the acceptable range of speedsis 40 Mbps-55.15 Mbps .
 Additional Information:
 IP Profile for your line is - 55.15 Mbps

Could you please check your end to see where the missing 11mbps of my IP profile is hiding and why I am still getting less line speed than before the original line fault - thus from TBB before the line fault - I'm on a static IP as of 11/8/16.  Latency is high at the moment RSK says 17.24ms. Normally latency is around 8.5ms.

I can provide any collected data from Reporting Sam Knows.

Fri 12/08/16 21:48 50.02 Mbps 67.42 Mbps 18.30 Mbps   Plusnet
Fri 12/08/16 07:20 49.78 Mbps 70.29 Mbps 18.47 Mbps   Plusnet
Thu 11/08/16 23:19 49.95 Mbps 70.26 Mbps 18.42 Mbps   Plusnet

 

Promise not to shout this time! and who knows I might even take up PNTV, the cheaper alternative to dragging my kids to watch the Avira Rugby Premiership at the ground.Smiley

stoswald
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Re: Ticket 130501872

Overnight reboot . new line stats - looks like its a fault at Plusnet causing the line speed not to rise - inadvertently put on the 55/10 service for instance (bearing in-mind that 55/10 didn't work properly.... hence the normal upload speed)????

VDSL uptime: 0 days, 02:44:20
6. Data Rate: 19999 / 65614
7. Maximum Data Rate: 23844 / 65617
8. Noise Margin: 15.1 / 6.4
9. Line Attenuation: 17.5 / 15.2

 Download speedachieved during the test was - 51.73 Mbps
 For your connection, the acceptable range of speedsis 40 Mbps-63.44 Mbps .
 Additional Information:
 IP Profile for your line is - 63.44 Mbps

HarryB
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Re: Ticket 130501872


@stoswald wrote:

looks like its a fault at Plusnet causing the line speed not to rise


We'd just not had a delta report though yet to bump the profile on our side up from 54.8Mbps to something more appropriate for the new sync speed.

I've manually updated this on our side for you.

 

Looking at the account, I don't believe it's related to the 55/10 stuff as your account is showing 80/20 and as you're on the old network it would be this that would have been capping the speed if it was related to the 55/10 stuff.

If this post resolved your issue please click the 'This fixed my problem' button
 Harry Beesley
 Plusnet Infrastructure Operations Professional