ADSL ERR_SSL_BAD_RECORD_MAC_ALERT error

[#1]

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@Anonymous wrote:

As there is nothing obvious wrong at your end, I'm wondering if @willcutforth could do you another line check, and check your ADSL phone exchange for link congestion ? maybe the bottle neck is there ? or the backhaul to the internet backbone ?

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@batesi  having slept on what else you can try, I've not come up with any ideas, other than to escalate a fault investigation.

If @willcutforth  doesn't see a problem with your connection, or with exchange/backhaul congestion, then perhaps he can arrange an Openreach REIN investigation ? - as it looks like something outside your home is limiting your upload bandwidth despite your modem syncing at almost full speed for ADSL2+.

Whatever is happening is clearly beyond anything that you can reasonably be expected to fix yourself.

[#2]

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@batesi wrote:

... ... I'm getting to the end of my patience with Plusnet and contract is up end January unfortunately FTTP/FTTC isn't available in near future, 4G is variable here and no 5G. I'm thinking Starlink but installation costs are v.high..

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Have you looked at the Ofcom broadband availability checker ? -  https://checker.ofcom.org.uk/en-gb/broadband-coverage 

[#3]

I have and the wireless one. Nothing in my area apart from ADSL, 4g or Starlink. Openreach engineers say FTTP by 2026 but website give no planned date.

[#4]

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@Anonymous wrote:

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@Anonymous wrote:

As there is nothing obvious wrong at your end, I'm wondering if @willcutforth could do you another line check, and check your ADSL phone exchange for link congestion ? maybe the bottle neck is there ? or the backhaul to the internet backbone ?

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@batesi  having slept on what else you can try, I've not come up with any ideas, other than to escalate a fault investigation.

If @willcutforth  doesn't see a problem with your connection, or with exchange/backhaul congestion, then perhaps he can arrange an Openreach REIN investigation ? - as it looks like something outside your home is limiting your upload bandwidth despite your modem syncing at almost full speed for ADSL2+.

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@Anonymous  Obviously I'm keen to get in touch with support to escalate this - its been going on about 3 weeks now. I did a line test just now and it looks like it came back without a fault (not entirely surprising due to the intermittent nature and clean line stats) - so waiting for another support call although one seemed to be missed on my phone earlier. I like your suggestion about getting @willcutforth to take a look but I've not seen any evidence of this happening (I'm guessing if its just one person then he might not even be working today anyhow).

[#5]

@Anonymous - also I wanted to say that I don't believe the data sent and received stats. The line test took place just over an hour ago and I'm supposed to have downloaded 9.4 GB of data and sent 1.2 GB - considering the line speeds I have its very unlikely. I don't think I'd be able to upload much more then a few 100 MB in an hour..

[#6]

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@batesi wrote:

I like your suggestion about getting @willcutforth to take a look but I've not seen any evidence of this happening (I'm guessing if its just one person then he might not even be working today anyhow).

@willcutforth  was active earlier when I posted that, and his profile says that he is currently still here.

As you say, he's only one person, which is why I tried tagging Adam in your other thread, who was online at the time, but not now.

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@batesi wrote:

I did a line test just now and it looks like it came back without a fault

Did you do that test using the sending "HELP" by TEXT, or using the online fault reporting ?

[#7]

@batesi I don't believe those sent/received figures either - but your connection speeds look to be more normal now.

[#8]

Data usage is for the total time the Hub has been turned on and connected, not for DSL uptime

[#9]

I texted HELP.

[#10]

When I last used that, the very last step tells you to text some keyword back, to ask for Plusnet support to voice call you back within 15 minutes.  I found if you send the keyword again, it requests another callback. Try doing that ?

[#11]

Thanks @Dan_the_Van - I forgot that, as my Fritz!Box doesn't show that information on the initial screen.

[#12]

@batesi I am here, sorry been a bit busy today. Just had a look and it's with the higher faults team and came off hold yesterday. One of those guys should have picked it up by now but I will get one of the guys tomorrow to check if it has been picked up and if not we will chase it for you. The reason why we do this is so that we are not stepping on their toes. Is that ok?

[#13]

Absolutely - it's just good to know someone is looking into it.

[#14]

@batesi  - I've just thought of something else to look at, or at least confirm is or isn't a problem.

Can you run the BT Wholesale : BroadBand Performance Test 

then after the "Basic Speed Test" has completed, click on the "Additional Diagnostic" button

on the following page click on the "Telephone Number (DN)" box - on the right hand side

enter your landline number in the "Telephone number of the broadband service" box

then hit the "Run Diagnostic" button, and acknowledge any prompts

let the test run ... ... ... (yawn) ... ... ...

Then report back what the resulting values are for both the upload and download "IP Profile"

I used to have all sorts of problems on ADSL, with my telephone exchange occasionally getting 'stuck' with seemingly random "IP Profile" values, that could only be fixed with BT doing a full connection reset.  I'm wondering whether your connection has a screwed up upload "IP Profile" that is well below your connection upload sync speed,  because if that is the case would explain why your modem has the ADSL link speed (1080Kb)  but is unable to send data any faster than 100..200Kbps

[#15]

@batesi  - don't worry about waiting for a quiet time to do the above test, the speed test values are irrelevant, the "IP_Profile" values reported won't change due to your broadband being busy or not