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[michty_me]

Good evening all, it's been a little while since I've been on.

I'm trying to assist my brother with an issue he has developed on his line.
Essentially what is happening, the router is showing he is on adsl2+ with a download sync speed of 8595kbps and a SNR of 3.1db line attenuation is showing as 41.5db.

The issue started last night during a gaming session where his throughput went from 7mb down to 0.15mb and has remained there since which leaves it unusable.

We have tried the Plusnet modem/router, BT home hubs and another device but all the same (in the test port)
Plusnet have stated there is no issue so looks like we are a little stuck.
I advised him to try different DNS but unsure if that would help.

Any suggestions?

[burakkucat]

Do the various modem/router logs show that anything abnormal has happened?

The fact that there appears to be some throughput rules out loss of the PPP session.

Puzzling. 

[michty_me]

I'll try and get him to send me a picture of the router logs to see if there is anything in there.
I'm currently offshore so it makes it a bit harder to diagnose instead of doing a call at home.

He did say that he was trying to tidy up the wiring in his house which I initially thought was DLM coming into play but the screen shot he sent me shows a perfect sync and SNR. I'm confused.

[burakkucat]

It might be worthwhile just checking that all plugs are fully home in their sockets.

[jelv]

Is this using a wired or wireless connection to the router? If wireless, he is connecting to his own router?

[Weaver]

Any chance that there is a rogue machine on the LAN soliciting lots of downstream traffic? Can turn everything off. Then temporarily shut down all processes known and unknown to make sure that no apps have gone bad, then do a speed test. Need to look at all the TCP and UDP connections / sessions in progress.

[michty_me]

I've had him disconnect everything apart from the Plusnet modem/router into the master test socket. The issue remains the same.

Tested both wireless and wired, Results are the same.

He has stated that he has removed everything from the network, Disconnecting all wireless devices in the home and testing again, The issue remains the same.

I'm honestly stumped and due to the current situation, I can't really go round to get stuck in myself and see if there is something he has missed. He is on about cancelling his contract with Plusnet and going down the 4G route with EE as regular speed tests with them shows approx 50mbps download speed and roughly 10mbps upload.
I did advise that it wasn't suitable for gaming with but he said he didn't notice any difference.

[Weaver]

Andrews and Arnold would debug the issue and then you’d have a fast DSL line, not the lottery that is 4G.

[michty_me]

Andrews and Arnold would debug the issue and then you’d have a fast DSL line, not the lottery that is 4G.

I have suggested that he leave Plusnet as he only just signed up. I believe they have said they would release him FOC due to the max speed they could guarantee was 2.5mbps and the max he has had was apparently 1.2mbps.

I've attached a screen cut of the modem stats.

[Weaver]

The fix your line offer could help you out.

[michty_me]

Well a bit of a revelation this morning after speaking to my brother.
He contacted them yesterday and got through to a different rep who said they could see his line was at the lowest setting  (He can't remember what they said, I assume IP profile) They made some adjustments and now this morning he is getting speed tests around 6.5mbps.

[jelv]

How Plusnet manage to keep their ratings for support up is beyond me. It must be people rating their support as excellent when they have never had to contact Plusnet for support!

[michty_me]

How Plusnet manage to keep their ratings for support up is beyond me. It must be people rating their support as excellent when they have never had to contact Plusnet for support!

I think their service may be overwhelmed just now. He said his speeds are back down to about 1mbps again. but appears to be showing some strange tests of 10+mbps.

[jelv]

Get him to run the thinkbroadband speed test. If there is a big difference between the x1 and x6 speeds that is a good indicator of supplier network congestion.