Massive speed drop following BT outage

Hi, I am a plusnet user and last night we had a major outage. I usually have a 8meg connection but since this morning it has been as follows;

Download speedachieved during the test was - 0.31 Mbps
For your connection, the acceptable range of speeds is 0.05 Mbps-0.5 Mbps.
Additional Information:
Your DSL Connection Rate :0.58 Mbps(DOWN-STREAM), 0.29 Mbps(UP-STREAM)
IP Profile for your line is - 0.5 Mbps

My router shows this;

Current Rate (Kbps) 288 576
Max Rate (Kbps) 1000 9696
SNR Margin (dB) 26 39
Line Attenuation (dB) 20.5 32
Occupancy (%) 28 5
Errors (Pkts) 0 0

I have spoke to plusnet twice today and they have said they would run a reset on my connection. I contacted them again 6 hours later after no change and they said they would do something else and asked me to restart me router. It came back on again with the same speeds and they said that was all they could do and just keep an eye on it and try tomorrow.

We stream everything so its really quite a bummer and they usually fix any problems very quickly. This one seems different to the previous problems as the sync speed is so low.

Any thoughts?

It looks liked a capped profile to me, high SNR and 288Kbps sync. It needs an SNR reset via BT Wholesale.

Thanks for the reply!

How would I go about getting that? and is it consistent with such a low sync rate. All my previous problems were IP profile caps but my sync rate was also 8meg on the wholesale diagnostic check.

Ask Plusnet to ask Btw to do it for you... if they won't, then you'll need them to raise an SFI visit, and the engineer who visits will sort it for you.

thanks for your help

You should be syncing at about 14 Meg. The reason you are not is that EE * PN has put you on a banded profile, altho' you now have no significant errors, the 2nd lowest of these Banded Profiles. You need to call them to remove any banding.

* I thought only EE imposed Banded Profiles .

Thats pretty interesting, I have never synced at anything higher than 8meg and too be honest im happy to get that given the rural location. Most anyone gets round here is 8 meg. I will speak with them tomorrow and report back here.

Banded profiles exist on all WBC but EE seem to have a lot lower threshold for them to kick in.

In reply to a post by MrSaffron:

EE seem to have a lot lower threshold for them to kick in.

Thanks. Threshold of what?

You are on ADSL2+? If so, you should be getting 13-14 Meg.

Magic combination of errors, resyncs etc

How would I know whether or not I am on ADSL2+, does this help

Line Status:Connected

Dsl up time:0 day(s) 03:43:37

DSL Modulation Type:ADSL_G.dmt

Annex Type:Annex A/I/J/L/M

http://www.samknows.com/broadband/exchange/SWLDV

Ah, OK! You are not on ADSL2+, not available at your exchange, but on ADSL(1), so your max sync is 8 Meg. I was mislead by:

In reply to a post by andyj45422:

Max Rate (Kbps) 1000 9696

when the max Up Sync on BT's G.DMT is 448K.

G.DMT is ADSL
G.992.3 is ADSL2
G.992.5 is ADSL2+

(And duplicate threads starting at the same time is naughtyyyyyy ).

sorry i posted in the technical section then realized it did not get much traffic so i tried here.

I appreciate all the help you guys are giving me though.

The norm then is to delete the first one, or at least edit it if possible to ask people to reply to the new one. Self-reply if too late to edit .

They have said that a SNR reset has made no difference to the speed so BT are sending an engineer in the morning.

U need to ask Plusnet for Target SNR 6db reset to BTWholesale, that's all it can do it. U don't need SFI.

they sent a message earlier saying they have possibly picked up on some degradation on the line and think the problem might be my end

The bt wholesale speedtest diagnostics no longer works and come back with an error saying additional information is not available.

Ill speak to the engineer about it in the morning and report back.

Yeah, right. Anyway, let the engineer run his tests, then get him to reset it on woosh.

The connection is definately all over the place. I am updating FIFA 15 on Origin and the DL rate is ping ponging between 200 KBps and 50KBps(sync rate)

ITs like my connection is ready and willing to burst free of the 0.5 restriction.

ITs like my connection is ready and willing to burst free of the 0.5 restriction.

It is, just needs it's shackles removing. The guy with the key is on his way ........

Engineer visit cancelled for some reason their line test came back ok.

Me and another plusnet customer on the local exchange are both banded to 288 576 but show as ADSLMax on plusnet systems. They have been "looking into it" all day, no word from them yet.

Update

They have been in touch and the guy from Plusnet(very helpful) has sent it to the Complex faults department at BT wholesale and is waiting to hear back

Another Update,

Turns out it is affecting the majority of the village, apart from those on Sky.

Hope it gets sorted soon.

BT wholesale are now trying to get BT operate to fix it.

Apparently they installed a new main(big one that the line cards go into) card and the problems has been since then, with me and others in the village. IT has been a 3 day mission to establish if there is a remote software fix that they can apply or does it need to be done physically.

Frustrating