Can I initiate a line test

[#1]

I went to plusnet and started the troubleshooter but when I got to the question about noise when I lift a telephone handset there was no option that applied to me as I do not have a telephone attached.

I'd like a line check as I have been seeing some buffering and just had my connection die. My router came back at me then saying the DSL was unplugged

No it wasn't

BT fitted a new master socket in November 2021 but didn't do a very good job, after they left I noticed they had broken the lug that secures the front part of the unit, I think too it's a Mk4, isn't there a newer model master now?

Any advice welcome

Thanks

[#2]

Hey @superuser, thanks a lot for getting in touch and I'm really sorry to hear that you've been having issues with your connection. Testing the line today has found an issue at the exchange which has now been passed across to our suppliers. Cross talk has also been detected, though if our suppliers determine that this cannot be resolved without an internal engineer visit, we'll be in touch to arrange an appointment with you.

I've created an open Fault ticket on the account which you can both view and comment on for direct communication with our Technical Support Team here: 

[#3]

Thank you so much

You are fab. Always on the ball at plusnet

Will see what transpires, but I'll be honest, when BT did my Master Socket in November I never took much notice because the house was in renovation stage. We didn't even use the line until March when we moved in. But they made a pretty shabby job, but that's not uncommon around this part of the world.

Thanks for raising the fault

Best Carl

[#4]

It could just be because it's Argyll. But I still get random - not connected

Here is some stats from my router

[#5]

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@superuser wrote:

BT fitted a new master socket in November 2021 but didn't do a very good job, after they left I noticed they had broken the lug that secures the front part of the unit, I think too it's a Mk4, isn't there a newer model master now?

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If it was fitted last November then it's probably one of these .

They are notoriously unreliable even without a broken lug.

On one hand, Openreach would be responsible for fixing this without charge as they broke the lug, On the other hand, it's now 6 months ago.

Even if you don't use the landline, it's worth having a cheap corded phone to test for noise.

[#6]

Yes. One of those. I think it was a reused item. It wasn't already here, I mean one they probably had to hand. Can a proper master socket be arranged?

[#7]

That IS a proper (current) master socket.

[#8]

I'd appreciate another line test please or some investigation in to connection issues for me. 

I suspect I'm probably not the only one and that the issue is just - we live where we do and no job seems to get done properly

I do know there is a whole bunch of climbing plants growing in the top of a pole where a whole bunch of line in our street converge - But that may or may not be related.

Thanks

[#9]

Moderators Note

Topics merged.

[#10]

Hi there,

I'm really sorry to see you're still having connection issues. I've tested your line and the tests aren't showing any problems.

Looking at a graph showing your broadband connection, things seem stable on that front:

I've also attached below a copy of our testing:

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	53.9 Mbps
Upstream Speed	13.6 Mbps
Appointment Required	N
Fault Report Advised	N
NTE Power Status	PowerOn
Voice Line Test Result	Pass
Radio Frequency Ingress	Not Detected
Repetitive Electrical Impulse Noise	Not Detected
Cross Talk	Not Detected
Estimated Line Length In Metres	458.5
Upstream Rate Assessment	Low
Downstream Rate Assessment	Reasonable
Interference Pattern	Regular Interference Observed Daily
Service Impact	No Impact Observed
Interference Duration Longest Occurrence	;00:00to23:45
Interference Location	Customer Premise
Interference Observed In Days	14
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-80M Downstream, Retransmission Low - 0.128M-20M Upstream, Retransmission Low

Are your devices connecting to your router wirelessly or wired into it using an ethernet cable when you're having issues?