Can I report a broadband fault online?

[#1]

@Baldrick1 

Here are contract details from plusnet website

Here is a result from the BT Wholesale speedtest site

Let me know if I can provide any more info.

Simon

[#2]

@simonc2 

This dara shows That your line is capable of 13Mbps.

Perhaps @willcutforth  will kick off a DLM reset and see if this helps. If the SNR returns to this high level then it suggests that you have an intermittent fault or REIN on the line.

I

[#3]

@simonc2  You have a recurring fault on you line which has not been fixed properly. The SNR margins are very high resulting in very poor speeds. You have a fairly short line with low attenuation so should be getting speeds towards the high end of the ADSL2+ range which is what you were getting back in February this year after a fault fix.

Normal SNRM values of around 6dB  giving speeds of 19.205 Mbps  Downstream and 1.004 Mbps  Upstream 

see msg#15 of this thread    https://community.plus.net/t5/Broadband/Recurrence-of-problem-with-Plusnet-broadband-unlimited/td-p/... 

So why are the speeds so low, it looks like the speeds are capped or banded so the modem can not sync with the correct SNR margins.

The Plusnet broadband service info is basically useless, it is all estimated and plainly wrong. The current line speed is not an actual speed but a Plusnet profile which is supposed to track the BT IP profile which it isn't so it's also wrong.

Looking at the maximum range values in the BT Advanced Test  of 7.15 Mbps  and 0.45 Mbps those values strike me as close to  the maximum speeds for an ADSL1 service so another oddity.

@willcutforth  This line may not showing disconnection faults at present but it is performing very much below expectations as far as the speeds are concerned. Can you check for any profile banding or capping as the SNR margins are ridiculous.

Also this may be a bit off the wall but could the line be wrongly profiled on ADSL1 speeds at the exchange equipment.

These problems have been happening repeatedly on this line. Something is badly wrong and needs proper investigation.

@Baldrick1 The erroneous misnamed  Current Line Speed tells you nothing about the actual line capabilities. It's capable of over 19Mbps as shown above. 

[#4]

Hi @simonc2 I've completed the DLM reset for you. You're now starting the training period. This can take 10 days for your line to settle down and find the best speeds that your line can handle. 

[#5]

@simonc2 Can you post the output from the Hubs Error log, please - that is a poor result. Your Troubleshooting page (with personal details obscured) may be helpful too.

[#6]

@RealAleMadrid wrote:

Also this may be a bit off the wall but could the line be wrongly profiled on ADSL1 speeds at the exchange equipment.

---

I was just writing a reply to that effect but you beat me to it !, especially given that BTW upload IP Profile.

@simonc2  could check that by looking at the Hub's dashboard, and look for the modulation scheme.

It should be "G.992.5" for ADSL2+,  but would be showing "G.992.1" for ADSL(1) if incorrectly provisioned or set wrong in modem.

Another possibility for that odd BTW upload IP Profile, is that back in the day when ADSL2 was a new thing, Plusnet provisioned upgrades to ADSL2 with a capped upstream sync rate (I think 488Kbps) when the lines were capable of >1Mbps, and only customers who noticed and complained got the provisioning speed cap raised.

.

[#7]

@ClaudiaG23 

Thanks for doing this reset. The noise margin levels are much reduced although still not at the low levels I saw before:

@jab1 

I attach the Event Log in a csv file..

@RealAleMadrid and @Anonymous 

Here is the Hub One Helpdesk display:

The Modulation suggests it's set for ADSL2

Thanks to all.

I will be away until Thursday evening 7th September, so won't be able to monitor the internet connection during that time.

Simon

[#8]

@jab1 

Any comments on the event log in my previous post?

@ClaudiaG23 @Baldrick1 

I attach RouterStatsHub output for today after the line reset has been given a couple of days. The line speeds still seem pretty slow. I haven't yet started a fault report. Should I go ahead and do that?

[#9]

@simonc2 I don't know about the event log - it is full of blocked attempts, but the Help Desk shot is somewhat concerning - your DSL uptime is horribly low and the D/S SNR is horribly high - I suspect a fault in the OR network.

[#10]

@jab1 

The speeds are very slightly better in the latest screenshot from RouterStatsHub from today. But I'll go ahead and report a fault.

Thanks

[#11]

@simonc2 The screenshot at 6.08PM shows your SNR margins, not speed, and they are horrible.