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Line profiles still not improved 3 weeks after the power outrages & storm

barnettgs — Mon, 24 Jul 2023 09:03:04 GMT

Hello, I have two ADSL lines to my house - one for work from home and the other for household since the speed we were getting around 3.5-4 Mbps on average, they have been very solid in the past few years.

On the 1st week of July, I had a couple of power outrages in the same week and one of them was due to the bad storm. One line was still down afterwards and it turned out the my TP-Link router was fried so I replaced it with a new one. However, both lines were very slow, down to crawling speed of something like 0.7 Mbps and eventually the 2nd line went dead, regardless of any router I tried including the BT Smart Hub so I called the BT on 6th July and the engineer came on 10th July. However the line somehow came back to working again on that morning before the engineer came. The engineer said that both lines seem ok and she has replaced the master socket for 2nd line and left.

I read somewhere on this BT forum that it can takes weeks for the line profile to return to normal but 3 weeks later, both lines are still running much less than 1 Mbps.

So my line profiles still have not yet restored? That was all down to the power outrages and storm.

Re: Line profiles still not improved 3 weeks after the power outrages & storm

imjolly — Mon, 24 Jul 2023 09:03:36 GMT

are both lines residential even though one for work?

can you check for line noise by dialling 17070 option 2 should be silent and best with corded phone

can you post stats from the BT Hub please

Re: Line profiles still not improved 3 weeks after the power outrages & storm

barnettgs — Mon, 24 Jul 2023 09:08:54 GMT

Both lines are residential although they are only for internet data. No voice calls or fax whatsoever. I don't have a corded phone since I'm deaf. The engineer said the lines were looking fine.

I'm using 3rd party router but would the stats from them do or do you still need me to plug in the smart hub?

Re: Line profiles still not improved 3 weeks after the power outrages & storm

imjolly — Mon, 24 Jul 2023 09:26:58 GMT

try posting connection stats from router

is your internet connection package broadband only or with phone just you don't use the phone?

Re: Line profiles still not improved 3 weeks after the power outrages & storm

barnettgs — Mon, 24 Jul 2023 10:42:01 GMT

I use broadband only packages. No phone calls etc so only the routers are connected directly to the master sockets next to them.

1st Line where the old router was fried:

2nd Line (two pictures - one short and one long) where ADSL went dead and its master socket was replaced:

Re: Line profiles still not improved 3 weeks after the power outrages & storm

imjolly — Mon, 24 Jul 2023 11:00:35 GMT

how do both lines connect - separate master sockets

your stats are terrible are you able to connect to the test socket which is behind the faceplate. you will need a filter to use test socket and connect cable from router to filter and repost stats please

Re: Line profiles still not improved 3 weeks after the power outrages & storm

barnettgs — Mon, 24 Jul 2023 11:34:18 GMT

Yes I have two master sockets sitting next to each other.

Took both faceplates off and connect each one with BT filter.

1st Line - seemed to be returned to normal

2nd Line - the rate seemed to have increased although still struck at 288 kbps

Re: Line profiles still not improved 3 weeks after the power outrages & storm

imjolly — Mon, 24 Jul 2023 12:03:52 GMT

The first line now looks ok. I assume the master is one with 2 outlets - broadband and phone - and no filter needed

the second master is the same but your down speed is stuck in a banded profile due to the disconnections but this should now correct itself in 5/7 days stable connection

it is possible the master faceplates are faulty but both seems unlikely. you need to make sure the faceplates are clipped on tightly as the can become detached and cause connection problems

https://community.plus.net/t5/Library/FTTC-DLM-What-it-is-How-it-works/ba-p/1322799

Re: Line profiles still not improved 3 weeks after the power outrages & storm

barnettgs — Mon, 24 Jul 2023 12:53:31 GMT

Yes both master sockets have two outlets.

Even though the router stats for 2nd line is showing 288 Kbps but somehow the speedtest is showing just over 3 Mbps! Seems the router stats is incorrect even though I refreshed the page.

Seems all is well now so shall I plug the faceplates back on?

UPDATED: Spoke too soon, although I haven't put the faceplates back on. I found the 2nd router that did not have ADSL2+ enabled although ADSL2 was already on so I enabled it and then it got re-synced, got slightly higher rate and the profile is still with 288 Kbps. However, the speed back to very slow again. Seemed to be a glitch with DLM?

Re: Line profiles still not improved 3 weeks after the power outrages & storm

imjolly — Mon, 24 Jul 2023 13:21:14 GMT

you need to try and maintain a stable connection and DLM will release banding and speed will increase

I would stay in test socket for a few days let line stabilise and keep DLM happy

Re: Line profiles still not improved 3 weeks after the power outrages & storm

DavidM — Mon, 24 Jul 2023 14:35:07 GMT

Hi @barnettgs and welcome back. Good to see you again.

I've been keeping an eye on this thread and @imjolly advice has been spot on. Your best bet would be try stay connected to the test socket for a few days and hopefuly you'll see an improvement. Please keep us updated on how things go.

Cheers

David

Re: Line profiles still not improved 3 weeks after the power outrages & storm

barnettgs — Mon, 24 Jul 2023 15:34:30 GMT

No problem, see how it goes in a few days time.

Thanks

By the way, when its time to plug back the master sockets, is there a correct procedure to switch off the router etc without affecting the DLM?

Re: Line profiles still not improved 3 weeks after the power outrages & storm

barnettgs — Mon, 31 Jul 2023 14:30:37 GMT

Last week, I noticed that line 2 had a few public ip changes over the 5 days so I thought there was disconnections so I replaced the router with a spare one in case the first one may be faulty. However it is still doing the same so here is the stats, has not improved at all.

Re: Line profiles still not improved 3 weeks after the power outrages & storm

imjolly — Mon, 31 Jul 2023 14:41:32 GMT

has your connection remained stable when connected to test socket? unfortunately the stats don't show internet connection time not system uptime which is different

Re: Line profiles still not improved 3 weeks after the power outrages & storm

barnettgs — Mon, 31 Jul 2023 14:52:37 GMT

Unfortunately, we had a power cut yesterday. Despite this, the first line is still great.

And yes it still connected to the test socket and it seemed to be stable although slow at 288 kbps but only that I have noticed that the public ip changed itself a few times meanwhile line 1 is still with the same public ip.

Re: Line profiles still not improved 3 weeks after the power outrages & storm

imjolly — Mon, 31 Jul 2023 14:57:35 GMT

if the IP changed then there has been a drop in internet connection which unfortunately starts your stability time all over again. if only 1 change in IP was for power cuts then other drops are line problems

Re: Line profiles still not improved 3 weeks after the power outrages & storm

barnettgs — Mon, 31 Jul 2023 15:03:04 GMT

That is what I thought so, which is why I swapped the router to ensure it isn't the router fault but if it does change ip again and again then the line needs to be looked at?

Re: Line profiles still not improved 3 weeks after the power outrages & storm

imjolly — Mon, 31 Jul 2023 15:15:08 GMT

Yes the IP will normally change everytime you drop internet connection. If line keeps dropping then you will not get out banded profile

Re: Line profiles still not improved 3 weeks after the power outrages & storm

barnettgs — Mon, 07 Aug 2023 09:03:39 GMT

It is still struck to 288 kbps profile which it has been for more than a month now.

So there is definitely a problem with the line 2 so I would like to request an engineer visit.

Re: Line profiles still not improved 3 weeks after the power outrages & storm

imjolly — Mon, 07 Aug 2023 09:18:48 GMT

are you still finding you are dropping internet connection ( hub IP changing) and that is causing the speed to stay at 288? If so then phone CS 03301234150 and report line fault not broadband