Are Plusnet cancelling my account because I've complained to CISAS?

[#1]

Quote from: onlyme2014

Plusnet provide both my phone and broadband. Not sure why you might have thought otherwise.

Quote from: onlyme2014

Not so when connected to bt wifi with fon. Wired and wireless.

So with good IT skills in the household, there's no room for the user not knowing which way is up here!
In respect of seperate service providers, the reason I thought otherwise is that based on the few hints you have given (no slight intended) about the problem it seems blindingly obvious that there could be a line fault.  If your phone line were provided by a different supplier you would not be the first around here to be caught with the frustration of the voice provide saying I hear no fault it must be broadband and your broadband supplier saying I see no fault it must be voice.
Given that PlusNet supply bith one hopes that both have been investigated.
When you say all is OK on FON I assume that is hopping on some nearby BT hub?  As you say wired and wireless does that mean you have physical access to the BT hub?
When you refer to slow speeds, is that synch speed (which is what I dangerously presumed) or do you mean data speed tests?  If speed tests bits or bytes per second?
How many BTOR engineer visits have you had?
Have you looked at using any of the wifi monitoring tools - such as inSIDDer (V3 the free one is still around) or Acrylic WiFi though tha needs .net 4.5.
Unless you have the Plusnet 2794n router detailed monitoring using RouterStats full 24x7 can prove highly informative about your line's behaviour.  See the two RS links below.  If you need / want help, just ask - your own detailed profile on the issue just might point to the right solution.
@CRT,
Clearly there is a long history here. Is there evidence (VR plot, CLT, error history) which points away from a line fault to the cited wifi issue?
Kevin

[#2]

Quote from: onlyme2014

Their resolution to my poor broadband is to restrict my line speed to 1-2mb as "that's the only way we can provide a consistent service"- people might like to bear that in mind when they're choosing a supplier.

Following on from the comments above, this very much suggests a problem with the line, or external interference, and that there is no clear way to resolve it.
The same issues would apply to any ISP using the same wires, your only short-term option (if available) would be FTTC or cable.
Again, as noted above, some detailed stats/logs from the router would be instructive.

Quote from: AndyH

It really needs some input from Plusnet.

Couldn't agree more. 

[#3]

Radius graph here

Stat's attached

[#4]

Thanks for that data. Somewhat slower than might "normally" be expected for a line of that length, but not massively so.
Matthew, any analysis from investigations by anyone in BT/PN, or is it just an automatic system response to a not-so-good line with a noticeable number of disconnections?
Downstream SNR of 7dB doesn't seem so bad.....
Might be a dumb question, but why is upstream 440K?

[#5]

Matthew,
Thank you for the internal reports - would have welcomed some input from yourselves, so I'll just have to ask some questions which might give insight for OM (onlyme2014).
@OM - The VR shows several dropped PPP sessions every day and recently no PPP connection for 4 days.  Does this match your experience?  During the recent 4 days of no PPP connection, were you using the Fon service you mentioned?  Do the PPP session drops indicated on the VR plot match you recollection of phone calls - either in or out?
@CRT,
The synch speed is a bit low for the attenuation, irrespective of it being CN20 or CN21 - would guessing the former be correct?
Are the zero BTBR and MTBE counts being zero suspicious?
What does ILQ = B signify?  Aren't these usually Red, Green or Amber?
Can we be sure that the VR plots also represent resynchs?  (Important to the next question).  What is the target SNRM please - 6dB or 9dB?

@OM - Did you reboot the router this morning around 8am?  One has to conclude that the SNRM at 17:12 has changed from the target, at best from the resynch at 8am, at worse from that at circa 13:15.  The SNRM varying from its target on a wonderful summer's day as today (it ought to be rock steady) does I suggest point to signal interference either due to the state of the voice circuit or (sorry AO) REIN.
Instigating RouterStats monitoring can only help point to the problem.  If we work on the premise that PlusNet is wrong over this being a WiFi issue, then the problem has to be on the line - which will move with you if you change ISP... and you might have the same challenge in convincing a different ISP that this is the case.
If I assume that PlusNet have indeed had BTOR crawling over the line, then something not obvious here is wrong here.  Stats and self help might identify what is going wrong, given multiple routers (with the implication of different wifi channels already being tried) has not resolved the issue.
[HPSauce types faster...]
Kevin

[#6]

Quote from: Townman

[HPSauce types faster...]

No, just less in each post. KISS. 

[#7]

Off the top of my head ILQ B = Black = Not enough data.

[#8]

Hi Scott,
Thank you - good to see you back around here - sorely missed!
Does that in itself not point to a matter of concern worthy of investigation?

Kevin

[#9]

@Townman
The line has been recently reset hence the lack of data showing on the status check.
The drops in RADIUS and the 4 days without connection were due to account issue.
In terms of the line it's around 6.5 kilometres and currently on a 6db target.

[#10]

Matthew,
Thank you for the extra data.  For a 6.5km line length, the attenuation reported in the CLT is rather darned good - more like the figure one might expect on a 4km length.
For the reported attenuation 54dB, the synch speed 3382kbps is in the right ball park - which then leads one to wondering what the effective data speed is and why there is a marked difference?
@OM - really could do with more input from yourself as requested above please.  I'm particularly keen to explore routerstats monitoring if you are able to get it set up please.
You have made reference to line noise - that needs review and monitoring.
The CLT data is self-consistent (synch speed reported is consistent with reported attenuation) however it does not match the line length reported by Matthew.  Can you please check and report back the line lengths indicated here - http://www.kitz.co.uk/adsl/adslchecker.php
Kevin

[#11]

Quote from: HPsauce

Somewhat slower than might "normally" be expected for a line of that length, but not massively so.

By which I meant attenuation.  
The length reported by PN, as noted above is inconsistent. 54dB is "typically" a 3.9km line. So the check via Kitz (which attempts to work out road distances) will be interesting.
Remember the line will inevitably be considerably longer than the road route, even if you know the line follows it. Around 50% greater is commonplace for all sorts of reasons.
My own line comes in at about 1.7km yet the exchange is under 1km away and I know the cable route is fairly direct and where the cabinets etc. are.
(Actually 600 metres as the crow flies, 900 metres by road that the cables use)

[#12]

Quote from: Townman

The synch speed is a bit low for the attenuation, irrespective of it being CN20 or CN21 - would guessing the former be correct?

The 440k upload, and that 3382 isn't a multiple of 32 suggests it's not ADSL1.