topic Re: New Smart Hub 2 = Drop in speed in Broadband

New Smart Hub 2 = Drop in speed

Stoneblade — Wed, 09 Feb 2022 11:50:52 GMT

Hi all,

Over the last couple of years of moving into our new home, we have had a steady slowing of our speed, going from 65mb down to 55mb then 52mb. Been having issues with our hub wifi so have a new Smart Hub 2. On plugging it in I have lost about 5mb off the sync speed. Our downloads through wire were 51mb and now are 45mb/s on the new modem. Is this normal, and the speed will come back? I don't want to loose more speed off out ever decreasing speeds. Is there anyway to get this back?

Thanks in advance

Re: New Smart Hub 2 = Drop in speed

Baldrick1 — Wed, 09 Feb 2022 14:04:40 GMT

@Stoneblade

It's probably the reboot, not the new hub that's triggered the loss in speed. what happens if you put your old hub back?

Re: New Smart Hub 2 = Drop in speed

Stoneblade — Wed, 09 Feb 2022 14:26:18 GMT

Hi @Baldrick1

Thanks for the reply. I've just put the old router back on and it looks like its gone back up to 53mb. Is it worth leaving the new hub on for a couple of days and then seeing if the speed comes back up?

Thanks

Re: New Smart Hub 2 = Drop in speed

Baldrick1 — Wed, 09 Feb 2022 14:33:19 GMT

@Stoneblade

Repeated disconnects can trigger the DLM to reduce your speed so leave it today. I'm somewhat surprised that you should sync at a lower speed.

What results do you get for your estimated VDSL speed if you put your phone number in here? https://www.broadbandchecker.btwholesale.com/#/ADSL

Re: New Smart Hub 2 = Drop in speed

Stoneblade — Wed, 09 Feb 2022 14:44:12 GMT

@Baldrick1

Re: New Smart Hub 2 = Drop in speed

Baldrick1 — Wed, 09 Feb 2022 14:50:34 GMT

@Stoneblade

Further down the page it should have reported the observed speed. If it's less than 52.7Mbps then report a fault at https://faults.plus.net. It might be worth replacing the Hub 2 and rechecking your sync speed before doing so. If you log in to your Hub 2 it's on the Status page.

Re: New Smart Hub 2 = Drop in speed

Stoneblade — Wed, 09 Feb 2022 15:35:09 GMT

@Baldrick1

Sorry I didn't realise you wanted more down the page. It says 52.33 currently. I have rang the tech support and told me my min speed guaranteed is 43mb and wont do anything. Is that correct?

Thanks for all your help.

Re: New Smart Hub 2 = Drop in speed

Baldrick1 — Wed, 09 Feb 2022 16:23:22 GMT

@Stoneblade

There's two different speeds that you have to consider. The sync speed and the maximum usable download speed. There can be 10% difference on a good working line.

I believe that the ADSL checker reports the sync speed. The Plusnet guaranteed speed is the speed that you get using a speed checker so you need to make sure that you are looking at the right figure.

What I suggest that you do:

1. Remove the front from your BT Master socket. You may need to remove two screws. In the back you will find the Test socket. Use that for the following tests.

2. Plug in a wired phone and do a quiet line test by ringing 17070 then Option 2. If there's any noise on the line then you need to get this fixed as this is the likely cause by reporting a phone fault.

3. Remove the phone, plug in your filter.

4. Plug the Hub Two in to the filter and the phone if you need it.

5. On the status page report back the Download Sync Speed.

6. Go to the Hub Broadband Performance Test page and following the instructions run a speed test and report back.

7. If the speed is less than 43Mbps then continue to the further diagnostics and report the results. This will record the results for use by Plusnet/Openreach. In this case leave your setup connected to the test socket until it has been checked out by Plusnet.

With those results we will have all the information that we need and if necessary no doubt a Plusnet Staffer will have a look and comment/take any required action.

Re: New Smart Hub 2 = Drop in speed

Stoneblade — Thu, 10 Feb 2022 07:35:34 GMT

@Baldrick1

Did your steps this morning, no noise on the line from what I can hear (I don't have a wired phone). On going through the socket itself the line went up by about 0.2mb but wondering if that's from another reset? I also changed the modem cable with the one provided (I have a thicker one I normally use) I am downloading at 45.4mb/s I'm still about 10mb off what I used to get when I first signed up and about 5mb off what I was getting with the original router. As its above the min speed from Plusnet there is nothing I can do? Its just odd within the 3 years of living here it has gone from 65mb down to this speed and no one knows the issues. We do live in a block of flats (6 flats), I think all residents in the flats have seen the speeds drop over time. Everyone in the houses on the street get the full speeds of 75mb.

Thanks

Re: New Smart Hub 2 = Drop in speed

Baldrick1 — Thu, 10 Feb 2022 10:12:22 GMT

@Stoneblade

I really have no idea why your new hub should be slower. I accept that you are above your MGALS but even so the line is performing below expectations.

Hopefully a Plusnet staffer will come along and comment but in the meantime I would have another go and report it at https://faults.plus.net.

Re: New Smart Hub 2 = Drop in speed

Stoneblade — Thu, 10 Feb 2022 14:58:44 GMT

@Baldrick1

Thank you for all the advice thus far. I will report the fault now and hopefully something can be done. Will see if a member of staff will pop on this thread too.

Thanks

Re: New Smart Hub 2 = Drop in speed

adam945 — Thu, 10 Feb 2022 18:46:59 GMT

Thanks a lot for getting in touch @Stoneblade, and for raising the issue with our technical support team earlier today. I've just had a look at the fault itself and can see that Openreach are asking that we arrange an engineer visit. Please respond to my latest note on the fault ticket with your availability, and we'll get it raised.

Re: New Smart Hub 2 = Drop in speed

Stoneblade — Fri, 11 Feb 2022 09:17:25 GMT

@adam945

I just rang up this morning and an engineer is popping out tomorrow morning to have a look. Fingers crossed we can sort the situation. Will update once been. Appreciate the time you guys have taken to reply.

Have a great weekend

Re: New Smart Hub 2 = Drop in speed

adam945 — Fri, 11 Feb 2022 16:49:07 GMT

Ah great stuff, yeah I've just checked the ticket and the appointment on our supplier's side, all is good

Let us know how things go, and if you need any further support afterwards.

Re: New Smart Hub 2 = Drop in speed

Stoneblade — Sat, 12 Feb 2022 10:15:03 GMT

Morning @adam945

Openreach engineer has been and switched "line pairs" or something and reset the DLM. My max attainable sync speed is now 57mb which is alot more than it was before, but my actual speed seems to be stuck on the lower 49mb, is this correct? Or is it meant to be close to the max? I have gone back to my old hardware for a second as its easier to see line stats also a better connection, and have attached a picture of what it is seeing.

With thanks

Re: New Smart Hub 2 = Drop in speed

Gandalf — Sat, 12 Feb 2022 16:59:34 GMT

Hi @Stoneblade

Cheers for the update. I'm really sorry to see you're still having speed issues.

I've tested your line today and the tests aren't showing the cause for this.

As it's the physical line speed / sync rate that's at 49mbps, we'll need to arrange another Openreach engineer to take a closer look, so I've booked the visit and updated the ticket 221871267 with the appointment details.

Let us know how it goes.

Re: New Smart Hub 2 = Drop in speed

Stoneblade — Sat, 12 Feb 2022 17:09:54 GMT

@Gandalf

Thank you for the reply, unfortunately I am not in on that day, would it be possible to change the day to Tuesday first thing?

With thanks

Re: New Smart Hub 2 = Drop in speed

Stoneblade — Sat, 12 Feb 2022 17:19:37 GMT

@Gandalf

Just rang up the help desk to amend just in case you couldn't catch it in time. Thanks again

Re: New Smart Hub 2 = Drop in speed

Gandalf — Mon, 14 Feb 2022 09:24:59 GMT

Good call! Cheers for calling us.

Let me know how the engineer visit goes.

Re: New Smart Hub 2 = Drop in speed

Stoneblade — Tue, 15 Feb 2022 09:04:53 GMT

@Gandalf

DLM seems to have settled my line over night at 55mb, but I am still only downloading at 50mb (via ethernet), will this increase over time or is this normal difference between actual sync speed and download speed? Engineer is still booked for today, I did try cancelling as the line did increase in speed but I think it was too short notice.