Speed Issues

It's been a long time since I've asked for help over speed issues, but I'm staying with a friend, who's a Plusnet customer, and she's asked me to look at her internet connection.
I'm still trying to remember all the terminology!! Anyway, I did a speed check and her download rate is averaging at 3.5 Mbps and upload is in the region of 0.4 Mbps. The readings from her Plusnet modem show NM at 27.3/15.4 and Line Attenuation at 14.2/32.5. I'm not sure why there are two readings in each case, but those are the current ones as indicated when I log onto the modem.
Looking at the physical setup, there appear to be other issues which could have a detrimental affect on the speed rates. For example, she has a telephone bell attached and the extension that she's using for the modem runs from the main socket on the outside of the building.
Some of these problems I'll try to sort out if I can, but any advice from you guys would be very useful.

Two readings as one is downstream and one is upstream. You omitted to mention the connection rate that should be alongside the attenuation and noise margin figures.

Make a note of all 6 figures and unplug the ADSL modem when doing the various changes, to avoid the modem flapping around.

Bells if the old physical metal ringer variety are bad for ADSL, and should have a filter fitted in line.

http://www.coolwebhome.co.uk/calc will take the figures you get from the modem and tell you if in the expected range of speed

Many thanks for the response, Andrew. I couldn't see any reference to "connection rate" on the modem, but I'll have another look at the figures and get back to you.

It's usually the line immediately above the SNRM and attenuation. Figures usually Kbps.

Apologies Bob/Andrew, I've been AFK for most of the day. Should have remembered that the response from TBB forums is very quick.

The figures are as follows:-

Data Rate: 440/4539
Maximum Data Rate: 888/12292

I've had a look outside, and I was appalled to see that the drop wire isn't fixed to the wall. The external cable going around the building is quite a long run, but it looks okay apart from a small section that runs parallel to a power cable.

It's an ADSL 2+ connection, with the upstream capped. Easiest way to get it uncapped is either on Plusnet's own forums, or possibly on their Facebook or Twitter feeds, should you take part in such frivolities,,,

The downstream issue is a matter of some concern. In the first instance, I'd disconnect everything from the phone line and run a test from the test port behind the faceplate, if that is the type of socket fitted.

Image of test socket.

Thanks for the reply, Brian. I've done as you suggested: plugged the Plusnet modem directly into the port on the master socket therefore bypassing any possible interference from internal factors and still the download speed hasn't significantly improved.
My friend tells me that Plusnet have been contacted about the speed issues and things improve for a while and then revert back to an unacceptable normal. She also says that they wanted to charge her for a site visit, but I think I have proved today that this is not required.
It is likely that Plusnet are about to lose a customer.

As well as what Andrew said about the bell needing to be on a filter, (but with the ring wire attached), where is it wired to?

The extension wired from outside, so before the master, is almost certainly star wired, giving a bridge tap. That is bad for DSL. The drop wire running parallel to the power cable is also bad news, even though only for a short distance. The closer together they are the worse it is. Several inches apart would probably be safe, depending on what sort of power cable it is.

Hi Bob. The bell wire is attached to the master socket.
Sorry for the confusion, but it is the external extension wire that is the wire running parallel to the power cable (15amp) and only for a foot. The drop wire is flapping around in the breeze!!
By the way, did the data rate information give you any indication of what is wrong?

Yes, the high target margins are costing you lots of downstream speed.

High margins are usually down to the systems needing them to make the line stable, rather than spending 15 minutes disconnected every hour.

Errors due to the ringer, extension etc are expected.

On the drop wire flapping, mine does that for 40 feet across a road, and so long as the steel support is terminated to take the weight it is no issue.

Hi Andrew
I take the point about the ringer, but surely I'd bypassed that when I plugged the Plusnet router into the master socket. Anyway, what sort of "in-line" filter could I use?

It depends how the ringer is connected - it's not uncommon for them to be on the 'wrong' side of the test socket. Have you confirmed that the ringer doesn't work when the test socket is in use?

Hi jelv
Yes, we did that check, i.e. the ringer doesn't work when the test socket is in use. I'm more and more convinced that this is a Plusnet/BT issue. I've raised a ticket, but there's been no response yet.

Hi jelv

There used to be a time when Chris Parr or Matthew Taylor would jump in on this type of thread and offer advice and/or help. Have those days now passed into history? Do they no longer care about TBB's Plusnet Forum?

Almost certainly banned by the current management. Only very occasional posts here by Plusnet now.

The posts are read sometimes but I guess that is as far as it goes now for this forum and other website forums.

Social Media is used e.g. Plusnet Help is on Twitter: https://twitter.com/plusnethelp?lang=en-gb

For grabbing their attention Facebook or twitter (@plusnethelp) is the best bet.

Next best is the community forums.

Haven't seen them on here for a long time.

Edited by jelv (Wed 15-Mar-17 22:12:58)

kelly posted again recently, so possible hope things will improve again maybe?

How's your friend getting on with the issues?

If you'd like to PM me the username I can take a look over the line and see if I can spot anything.

Hi Chris

Glad to see that you can still post here. One poster said that you had been banned by the management, which seemed ridiculous to me since you've been so helpful in the past.
I was only at the problem site for a few days, so I've been out of the loop for a while, but I'll PM you the details if there's still a problem.

Thanks for responding.

They can still post here, but they have almost certainly been told to cut back severely on it. Not to treat it as a standard help site.

Even on the Community forums one of them posted a few months ago that they could not take personal responsibility there for problem resolution.

People posting here and expecting a response from a rep should either use the Plusnet Twitter account or the Community forums if they want a quick response, or even a slow one. There is no guarantee of any response at all here.

Or Facebook. Facebook and twitter get the fastest response followed by the community forums.