Request a GEA test for my line please

[#1]

Hi, Please could you run a line test. My broadband is constantly dropping out (DSL connection). Not sure whats going on. 

Done a 17070 quiet test and its quiet. 

Many thanks 

[#2]

BTW attached 

[#3]

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	42.1 Mbps
Upstream Speed	9.9 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	682.9
Upstream Rate Assessment	Reasonable
Downstream Rate Assessment	Reasonable
Interference Pattern	Regular Interference Observed on Week Days
Service Impact	Retrains Observed
Interference Duration Longest Occurrence	From18:00to18:15
Interference Location	Customer Premise
Interference Observed In Days	4
Home Wiring Problem	Not Detected
Technology	VDSL
Current 15Min Bin Retrains	0
Last 15Min Bin Retrains	0
DP Type	External
Profile Name	0.128M-49M Downstream, Retransmission High - 0.128M-20M Upstream, Error Protection Off
Time Stamp	2022-01-01T10:30:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	43.9 Mbps	48.9 Mbps	46.1 Mbps
Up Stream Line Rate	9.7 Mbps	10.0 Mbps	9.9 Mbps
Up Time	532.0 Sec	900.0 Sec	898.3 Sec
Retrains	0.0	5.0	0.0

Current and Last 15 Minute Bin Performance
Parameters	Last Traffic Count(Upto 15 mins)	Current Traffic Count(Upto 15 mins)
Start Time Stamp	2022-01-14T10:05:18Z	2022-01-14T10:20:18Z
Ingress Code Violation	1	0
Egress Code Violation	0	0
Errored Seconds	0	0
Severely Errored Seconds	0	0
Unavailable Seconds	0	0

[#4]

Hiya @MaximusVR46, I'm really sorry for the issues with your service.

I have attached the GEA for you. Testing isn't showing what may be causing the drops so we may need to look at sending an engineer for you.

I have created a fault ticket here for you with the next steps in getting this progressed for you: https://www.plus.net/wizard/?p=view_question&id=221125977

[#5]

Hi Lauren, 

Many thanks for doing the test. Could you shed any light on why my downstream line profile has changed or been capped since my last test in Sept 2021. Have attached 2 screenshots showing the profile names - 0-80 down and on my recent test now showing 0-49.

Also my max line rates both up and down have dropped. Is this because of the DSL drop outs causing DLM to cap my line?

Thank you 

[#6]

Hi there,

I'm sorry to see you're having connection issues. Our tests aren't showing any issues, so we can't say definitively what's causing your slow speeds, but it'll very likely be DLM's reaction to the drops in your connection.

Is your modem plugged into the master telephone socket with no extension cabling between the socket and the modem? Also, it may be worth trying the test socket as this should rule out any internal wiring from causing a problem. 

Let us know how it goes. 

[#7]

yeas have tried all tests, no extension cables and straight into master socket. 

[#8]

Thanks a lot for getting back to us @MaximusVR46

Sorry to hear that you're still having issues with your service, and for the incorrect note placed on the open fault ticket by one of our agents on Saturday. If you'd like to just pop a note stating your availability for an engineer visit on the ticket, we'll get a fault raised and an appointment arranged.

[#9]

Are you able to request a DLM reset? My lin profile for downstream is still capped at 40mb instead of 80mb as it was last year. 

If the DLM is auto then how long does my DSL connection have to remain stable in order for the DLM to reset?

thanks 

[#10]

Thanks for getting back to us @MaximusVR46

I'm really sorry to see you're still having speed issues.

I've checked this for you and I can't see that your sync speed is capped at 40mbps, are you seeing something different? 

From what I can see the banding on your line is "Downstream: 0.128M-44M with Retransmission (High). Upstream: 0.128M-20M with no error protection" which granted is capped at 44mbps, but your sync speed is 39.7mbps so there's ~5mbps of headroom for your modem to sync higher. 

Also, I've tested your line today and the tests are showing a high resistance fault, which is likely to be the underlying problem, so we'd need to get to the bottom of this first by arranging an Openreach engineer before asking for your line to be reset, because the chances are your speeds will become restricted again otherwise. 

Would you be able to reply to the ticket 221125977 with your availability that Adam's linked you to? If you can post back once you've responded, I'll make sure we book the engineer as soon as we can.

[#11]

Hi, i have replied to the ticket with some available dates for the engineer. 

Thank you 

[#12]

Thanks @MaximusVR46. I've booked the engineer visit and updated the ticket 221125977 with the appointment details.

Let me know how it goes.

[#13]

Engineer has been today, he turned up at 10am and left the job at 4pm!

I am no better off with speeds and will be contacting plusnet to down grade my package. 

The BT engineer who i actually know quite well ran multiple tests at various points and can not do much for me as it looks like the poor quality of cable and the crazy amounts of paired joints there are from the cabinet to my house. Engineer tested full speed 80/20 at my cabinet and 40/50 max in the road (half way from cabinet to house) then nothing better than 40 at my house. I live very close to the cabinet and exchange and should not be getting such poor speeds as this. 

Very disappointing, its been nothing but hassle since I upgraded my package with plusnet last sept to now. 

[#14]

What exchange are you connected to? We're connected to Dalkeith and it's the same story. I presume it's the same story for lots, as that's Openreach for you: lots of money in the coffers (from line rentals), but poor quality infrastructure left, right and centre. They concentrate on newbuilds, whereas the rest is just neglected.  

As a company, they should be made accountable but they're untouchable.

Plusnet can't do much as they rely on Openreach to fix stuff and Openreach won't do it. So, Plusnet will look proactive: run GEA tests, send engineers round, replace your router (even though you already have a stash of them at home) and say they can't find the cause of low speeds or disconnections.

[#15]

Thanks a lot for getting back to us @MaximusVR46  and I'm sorry for the issues that are ongoing with your line. Saying that, I've gone into the account today and have reset your connection profile internally (connected via L2TP), and I've also run a GEA test, which is now showing improved speeds of 50Mbps. If you're using the Plusnet Hub One, are you able to send us a screenshot from the Helpdesk page on your Hub Manager? I'#m looking for the data rate.

Note - this page does show your account username, so it's best if you remove it from the public screenshot if you can.

KBD

GEA Test Detail
Circuit ID	NA	Service ID

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	50.0 Mbps
Upstream Speed	11.3 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
Interference Pattern	Not Detected
Service Impact	No Impact Observed
Home Wiring Problem	Not 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, Error Protection Off
Time Stamp	2022-01-29T09:00:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	50.0 Mbps	50.0 Mbps	50.0 Mbps
Up Stream Line Rate	11.2 Mbps	11.2 Mbps	11.2 Mbps
Up Time	900.0 Sec	900.0 Sec	900.0 Sec
Retrains	0.0	0.0	0.0

Current and Last 15 Minute Bin Performance
Parameters	Last Traffic Count(Upto 15 mins)	Current Traffic Count(Upto 15 mins)
Start Time Stamp	2022-01-29T12:00:13Z	2022-01-29T12:15:13Z
Ingress Code Violation	12	0
Egress Code Violation	0	0
Errored Seconds	0	0
Severely Errored Seconds	0	0
Unavailable Seconds	0	0