@weeally46 wrote:
I am on ADSL connection the sync speed has been all over the place but seems to have settled around 16000kbps which is normal, yes plusnet reported the sync speed as normal but said the connection was unstable. keeping in mind I've just replaced the router.
The point I am making is Plusnet just jump to sending an engineer out without speaking to the customer to gather more info.
My main problem is the high SNR margins, thats limiting throughput on the line. I'm getting 4000kbps on a good day, even though the router is syncing at 16000kbps, the speeds are the same on a wired or wireless connection.
Oh so wrong on many points.
As @RobPN correctly points our SNRM has nothing to do with data throughput speed. The consideration of the SNRM level being "high" relative to what does not inform anything. The SNRM level needs to be assessed in reference to your line's attenuation, so a full set of router stats would be useful.
If your SNRM is indeed high (9db or higher) and you are still getting 12mbps sync speed then you must be right next to the exchange!!!
The data throughput speed tests being similar for wifi and ethernet connected tests (if you turned wifi off, rather than just presuming that if an ethernet cable was connected, that it would be used in preference to the still connected wifi) might well point to a line fault problem.
Plusnet is not going to recommend an engineer visit if there is no evidence to indicate that a line fault is likely. The warning that a charge will be raised if the fault is found to be within your premises is the requirement placed on all ISPs by BTOR. So if you change ISPs then you will get the same experience in respect of getting the line fixed ... which will not change with a change in ISPs.
As @Baldrick1 noted, if you have followed all of the checks they mentioned (and Plusnet requested) the risk of the fault being within your domain is minimal.
Be assured that data throughput of 4mbps over a 16mbps sync speed has zero to do with the SNRM being high. Indeed a line with a high SNRM ought to deliver a good data throughput as there is far more signal than noise on the link. It is more likely that your line has a lot of noise on the line, giving rise to data transmission failures.
Have you done a quiet line test?
Broadband is not going to work well if the "phone" line is not working properly.
Please perform a quiet line test - dial 17070 select option 2 using a corded phone plugged into the test socket behind the face plate of the master socket. It should be silent. A noisy phone line (or no dial tone) will have a marked adverse impact on the performance of broadband.
If the line is noisy or there is no dial tone, then a PHONE LINE fault needs to be raised with your phone provider. If this is PlusNet, you can report a fault on line using the button below. From the Q&A list, choose the one which matches the problem, 'open' the 'section' and click the trouble-shooter link. NB: If you receive a failure message (rather than a log-in prompt) then log-in to the user portal in a different browser tab and attempt to use the trouble-shooter again.
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
