topic Re: Lost about 10Mbps in my download speed in Broadband

Lost about 10Mbps in my download speed

PNwhitcombep — Sun, 15 May 2022 14:53:36 GMT

I have been running a speed check approximately every month since I had a problem that was fixed in February 2022. The download speed has varied between 49.74 and 54.17 averaging about 51 / 52Mbps. On April 4th 2022 it was 52.29Mbps and according to a log on April 8th it dropped to 41.18 and has stayed at that sort of speed since. My upload has remained at about 18Mbps through out and my Ping is still between 15 - 22ms. This weekend I have restarted my modem and router and connected them using a filter plugged into my master socket making no difference. Using the BT wholesale test site It tells me that my line is clear. My broadband is FTCC and the cab is about 200m away. Over the past weeks Openreach have been working in most of the local ducts and cab area.

An ideas please.

Re: Lost about 10Mbps in my download speed

jab1 — Sun, 15 May 2022 15:44:22 GMT

@PNwhitcombep If you supply the details requested below, maybe fellow Community members may have some idea:-

For Community members to be able to help, information from these two sites, as screenshots:-

BT Broadband(obscuring your phone number) and BTW Performance Tester - Over a wired (ethernet) connection if at all possible, please report the 'ADDITIONAL DIAGNOSTICS', and sight of the broadband connection status from your Hub would be a good starting point.

For the Hub One -

Navigate from the Home Screen to Troubleshooting > Helpdesk

For the Hub Two -

Navigate from the Home Screen to Advanced Settings > Technical Log > Information

It may also be a good idea to report the results of a Quiet Line Test - dial 17070 option 2 from a (preferably corded) phone. After the confirmation of your phone number, there should be total silence apart from the regular 'Quiet Line Test' announcement. Any other noise - report a PHONE fault first.

If phone test is OK then take the front off your telephone master socket, you may need to remove two screws. In behind you will find the test socket. Plug a filter in here and connect that to your hub. If it’s still dropping out then report a fault at https://faults.plus.net.

Re: Lost about 10Mbps in my download speed

PNwhitcombep — Sun, 15 May 2022 17:43:24 GMT

I don't have a home hub 1 or 2. My broadband is connected to an Openreach modem (installed in 2014) and I use an Asus RT-AC86U router. All my line tests are clear.

Re: Lost about 10Mbps in my download speed

PNwhitcombep — Sun, 15 May 2022 17:50:04 GMT

\speed test results going back to Feb 2022

Re: Lost about 10Mbps in my download speed

jab1 — Sun, 15 May 2022 17:51:00 GMT

OK, that information obviously ties in with your original post. It would be interesting to see the BT Broadband result as (to me) your profile is extremely low given your description of the cabs distance.

Re: Lost about 10Mbps in my download speed

PNwhitcombep — Mon, 16 May 2022 10:07:45 GMT

Is This what you want? I asked a friend who knows a local Openreach engineer to check the line. The screen shows the line clear put the report states - Max Attainable speed is to low relative to the guideline.

Phil

Re: Lost about 10Mbps in my download speed

jab1 — Mon, 16 May 2022 10:13:35 GMT

That is exactly what I wanted - it shows you should be getting much higher speeds on a 'clean' line, but for some reason your line is very heavily impacted, and you are getting very close to the handback threshold - I suggest you ask Plusnet to investigate.

Re: Lost about 10Mbps in my download speed

PNwhitcombep — Mon, 16 May 2022 15:36:31 GMT

Can I do that online or do I need to phone them?

Phil

Re: Lost about 10Mbps in my download speed

jab1 — Mon, 16 May 2022 15:40:42 GMT

Try this link: https://www.plus.net/help/broadband/ . I can't confirm if it will be any good, as I'm no longer a PN customer, so can't check it, but it is worth a try.

Re: Lost about 10Mbps in my download speed

Gandalf — Tue, 17 May 2022 10:17:54 GMT

Hi Phil,

I'm really sorry to see you're having speed issues. I can see we've arranged a Qube engineer to take a closer look for you.

Let me know how that goes.

Re: Lost about 10Mbps in my download speed

PNwhitcombep — Mon, 23 May 2022 13:32:55 GMT

Hello Gandalf, thanks for the offer of reporting back to you. First the details of my installation. I use a Plusnet supplied Openreach modem Description - NGA ECI-CPE-Modems Type 1B, ECI model B-FOCuS V-2FUb/r Rev. B (installed May 2014) connected to an ASUS RT-AC86U modem which is about 18 months old and the firmware is fully up to date. I also have a static IP.

Your engineer arrived as scheduled last Thursday. He asked to log into my WiFi with his phone and did a speed test. He then asked if he could log into my hub. I explained that I didn't have a hub but a modem and my own router. (I keep the old Plusnet router as a spare). I logged him into my router but we were unable to show him the sync speeds as these are negotiated by the modem. He then went away to make a phone call and came back to say that as I was getting above the minimum speed there was nothing he could do. I tried to show him my laptop which was set up with the PPPoE settings directly connected to the modem but he replied that there was nothing he could do and he left. The speed noted when connected to the modem were no higher than those via the router.

I have attached 9 files which are screenshots of the QoS monitor that I run. The first one dated 05/05/22 is the last one when I was getting over 51Mbps down. The ones between 15/4/22 and 12/5/22 show various jumps in the latency. The one dated 15/5/22 should the latency go to a higher level where it has remained to date. The average download speed is now mid 40s. When this happened previously back in Feb 2022 after having my profile reset the problem went away until it happened again in the past few weeks.

Many thanks

Phil

Re: Lost about 10Mbps in my download speed

adamwalker — Mon, 23 May 2022 14:25:13 GMT

Cheers for getting back to us and I'm sorry that the engineer wasn't able to help, it would help if we could eliminate WIFI altogether as a possible cause for some of the speed issues you've been seeing. Would it be possible for you to remain connected to the rotuer via ethernet for a while to see if the same issues happen?

Re: Lost about 10Mbps in my download speed

PNwhitcombep — Wed, 25 May 2022 17:04:47 GMT

Hello adamwalker. Attached are the speed tests that are from a hard wired device connected to the Asus RT-AC86U router. They go back to Feb 22 but the trouble started according to this on 8th April. I will also give you the link to the google sheet on my shared drive - https://docs.google.com/spreadsheets/d/18D4X2g6u6GP4JhM35jTQi4NYbmu1KhZzr6aC4FTL2Vw/edit?usp=sharing This file has some colour in it so is easier to read.

Phil

Re: Lost about 10Mbps in my download speed

adamwalker — Wed, 25 May 2022 18:10:21 GMT

Cheers for getting back to me and thanks for all the extra helpful information, staff are unable to use google docs but the .csv you've been diligently updating shows me all I need to know. As speeds are below estimates and dropping it would be best to arrange an Openreach engineer visit.

If you're OK with that then please let me know if you can be free in one of the following timeslots which we can book Monday to Friday

AM = 08:00 to 13:00

PM = 13:00 to 18:00

Adam

Re: Lost about 10Mbps in my download speed

PNwhitcombep — Fri, 27 May 2022 09:46:44 GMT

Thanks adamwalker. Can I leave this for a few days? I'm hoping to borrow an openreach modem off a friend to try it on my line over the next few days

Thanks Phil

Re: Lost about 10Mbps in my download speed

Gandalf — Mon, 30 May 2022 08:15:23 GMT

Heya,

Yeah sure, let us know how it goes.

Re: Lost about 10Mbps in my download speed

PNwhitcombep — Mon, 30 May 2022 18:38:54 GMT

Thanks Gandalf. I've had the other modem running for 3 days with no change in speed. Again today I tested it with my PC connected into the back of the modem with all of my router etc disconnected. The results were 24mS ping, 45.08Mbps down and 17.08Mbps up. If you want to arrange an Openreach visit afternoons are best for me. I won't be available on Thursday 2nd June, but that's a bank holiday anyway and again I won't be available on Wednesday 8th June.

Many thanks

Phil

Re: Lost about 10Mbps in my download speed

Gandalf — Wed, 01 Jun 2022 14:16:43 GMT

Hi Phil,

Cheers for the testing, I've booked the engineer visit from Openreach for Monday 06.06.22 between 1pm to 6pm.

Fingers crossed they're able to get to the bottom of the issue! Keep me posted on how it goes.

Re: Lost about 10Mbps in my download speed

PNwhitcombep — Tue, 07 Jun 2022 14:00:26 GMT

Hello Gandalf. The Openreach engineer (called Dave) came yesterday afternoon and spent a couple of hours testing and working on my line. He then informed me that he would return this morning. He came back as promised and told me that he had re-terminated my cable pair through the route to the house. He then tested the line at the master socket and again at the end of the RG modem cable. At the end of the modem cable he got a sync speed of 64.2 Mbps and achieved a download speed of 53.6 Mbps and an up speed of 20.0 Mbps. Test screenshot attached. When we put the modem on the end of the cable connected to my laptop and ran a speed test we got 44.16 Mbps down and 18.7 Mbps up. We tried a second modem with the same results. He said that the line should give me much higher figures that I was actually getting and suggested that my speeds are being throttled but something in my service profile. I think I can borrow a hub2 from a friend but he seems convinced that it is an ISP problem.

The Openreach engineer was quite eager to find the fault, and spent a lot of time on it explaining to me what he was doing.

Phil

Re: Lost about 10Mbps in my download speed

Gandalf — Tue, 07 Jun 2022 14:28:36 GMT

Hi Phil, cheers for the overview.

I don't want to go against the engineer's efforts or what they've told you, but something doesn't stack up.

Our testing is showing your modem in sync at ~50mbps and as an ISP there really isn't anything we can do to cap a sync speed, unless that's done by the automated software at the cabinet, but looking at the profile "0.128M-80M Downstream, Interleaving Low - 0.128M-20M Upstream, Error Protection Off", there's no DLM banding showing.

I think it's worth trying your friend's Hub Two if possible and if your sync speed doesn't increase with that, then we should probably arrange another engineer to take a closer look. What do you think?