Outages / slower speeds

[#1]

Hi,

It seems to be a regular problem, but once again I have experienced a couple of outages of my broadband and now I am getting slower speeds (from 50Mb+ to less then 40Mb).

Please see HERE for the previous time this happened.

If anyone is able to test my line and/or provide any help/next steps it would be much appreciated. I would really like these problems to be solved.

Many thanks in advance.

[#2]

As was said in your referenced post,we need a little more detail. To save me typing/editing  it all again, can you provide the details requested in that topic?

[#3]

As requested.

[#4]

Looking at that data, I have a couple of observations. Unless you have intentionally disconnected, there is a fault, most likely in the Openreach network - your DSL uptime is only a couple of hours. With an attenuation such as yours, a 2.9dB noise margin is going to give rise to problems if you get any spikes/interference on the line.

I suggest the following:

First thing to check: Is your phoneline clear? Dial 17070 (preferably from a corded phone), select option 2. Once your phone number is confirmed, there should be silence on the line except for the regular 'Quiet Line Test' message - any other noise, report a PHONE problem via: https://www.plus.net/help/report-a-problem/phone/

If the phone test passes, report a broadband problem via: https://www.plus.net/help/report-a-problem/broadband/

Let us know the result - if the tests come back as clear but you still have a problem, we need to investigate further.

The above assumes you still have 'normal' landline connection - if you have a SOGEA (internet only) one the only option is to call Plusnet - 0330 123 9123

[#5]

I never use my landline and have no handset I'm afraid. I also have never disconnected.

The trouble is, the last few times this has happened, I reported a fault, they tested the line and if there are no further drops then nothing happens.

As you can see, this keeps happening so I need it to actually be fixed. As I have no handset, should I report the fault?

[#6]

Pity you don't have handset - they are useful if you are on a VDSL connection for testing for voice/line faults.

Without one, I suppose your only option is to report a broadband problem.

Do you know how to export your error log, as sight of that may be useful?

[#7]

Here is the event log. I will report a fault now.

[#8]

If they claim 'no fault' - ask them to recheck, there is one.

[#9]

They acknowledged the fault and an engineer has been booked for two days time.

Let's hope they find the underlying problem.

[#10]

I got an email today saying "Our suppliers have advised that they have resolved the fault affecting your services. Upon testing the connection today, we can see that it is working correctly."

Well, I just had another outage so there is something still wrong.

It's after 20:00 so I can't speak to anyone.

What does anyone suggest I do? Call them tomorrow and raise another fault?

I haven't been able to speak to anyone and so no one has read any of the above helpful advice that you have all given me.

How do I get them to read all this?

Many thanks in advance.

[#11]

I would report 'fault not fixed'. But before you do that, can you post another exported error log. please, just for information?

[#12]

As requested.

[#13]

Thanks for that, @PabloBruno . I was expecting to see DSL drops, but I see none, instead, a crop of 'WAN DOWN' entries, which obviously indicates a fault, but not one I am familiar with.

I'll have dig around tomorrow, but might have to call in outside help.😀

[#14]

@jab1 

How about these two

20:07:28, 01 Nov. DSL Link Down: duration was 189179 seconds   (189179 seconds = 52 hours)
15:33:59, 30 Oct. DSL Link Down: duration was 71221 seconds

[#15]

@PabloBruno As I said, I'm not a network engineer, but doing a quick check on 'SIP WAN DOWN' has thrown up a suggestion - get the next engineer (if you get one) to check the external copper cable connections.