topic Re: Speed dropped - right connection for stats ? in Broadband

Speed dropped - right connection for stats ?

adamd1 — Mon, 10 Oct 2022 06:20:10 GMT

Hi all

Been with Plusnet a while but graduallyy connection speeds have dropped

Just checking my stats are right fory connection ... Tried to upgrade to 60mb plus but Plusnet said my line won't allow

DSL uptime:3 Days 3 Hrs 28 Mins 6 Secs
Data rate:7.309 Mbps / 34.999 Mbps
Maximum data rate:7.309 Mbps / 53.375 Mbps
Noise margin:6.2 / 12.7
Line attenuation:9.6 / 20.4

Any help would be gratefully appreciated

Re: Speed dropped - right connection for stats ?

jab1 — Mon, 10 Oct 2022 07:10:15 GMT

@adamd1 Looking at the limited data provided, I would suspect you have an issue. Suggest for a start you follow the below:

First thing to check: Is your phoneline clear? Dial 17070 (preferably from a corded phone), select option 2. Once your phone number is confirmed, there should be silence on the line except for the regular 'Quiet Line Test' message - any other noise, report a PHONE problem via: https://www.plus.net/help/report-a-problem/phone/

If the phone test passes, report a broadband problem via: https://www.plus.net/help/report-a-problem/broadband/

Let us know the result - if the tests come back as clear but you still have a problem, we need to investigate further.

Re: Speed dropped - right connection for stats ?

RealAleMadrid — Mon, 10 Oct 2022 07:56:32 GMT

@adamd1 The router stats would suggest that you have banded line, with the speed capped at 35Mbps. Ask Plusnet to do a DLM reset. You should get a better speed maybe 40Mbps which is the maximum for your connection.

Re: Speed dropped - right connection for stats ?

jab1 — Mon, 10 Oct 2022 08:08:54 GMT

@RealAleMadrid , agree it looks capped, but DSL uptime and D/S SNR suggest there is a reason for this?

Re: Speed dropped - right connection for stats ?

adamd1 — Mon, 10 Oct 2022 08:18:59 GMT

I did get the full 40mb but the last few months it's dropped and on my members page they've reduced it to a lower seed along with my speed guarantee.🤷🏻

I always have good uptime of 10 days plus so unsure why it's lowered .

Re: Speed dropped - right connection for stats ?

Baldrick1 — Mon, 10 Oct 2022 08:48:02 GMT

@adamd1

Your minimum speed guarantee is the one that is included in your contract, not any later amendments.
It certainly looks like your line is banded, a reset after 3 days uptime would not justify this being applied.

You are not by any chance on a static IP address?

Re: Speed dropped - right connection for stats ?

adamd1 — Mon, 10 Oct 2022 08:53:34 GMT

No not on a static up as I noticed it change on the last reset .

I wasn't allowed the fibre extra on a recent upgrade attenpt as they said distance was a factor although the cabinet isnt far away

Re: Speed dropped - right connection for stats ?

jab1 — Mon, 10 Oct 2022 09:02:07 GMT

@adamd1 wrote:
I did get the full 40mb but the last few months it's dropped and on my members page they've reduced it to a lower seed along with my speed guarantee.🤷🏻

I always have good uptime of 10 days plus so unsure why it's lowered .

You should have almost permanent uptime - unless there is a problem. As I have said previously, your low uptime - and the elevated SNR point to an issue.

Have you carried out the steps I advised earlier?

Re: Speed dropped - right connection for stats ?

adamd1 — Mon, 10 Oct 2022 09:39:22 GMT

Yes phone line is fine
Refreshed connection via the text messages and got these stats

DSL uptime:0 Days 0 Hrs 2 Mins 37 Secs
Data rate:7.316 Mbps / 34.999 Mbps
Maximum data rate:7.316 Mbps / 52.916 Mbps
Noise margin:6.1 / 12.7
Line attenuation:9.6 / 20.4
Signal attenuation:9.6 / 22.2

Looks like it is capped .. unsure why

I can get an advisor to call me but unsure what the fault is I'm explaining?

Re: Speed dropped - right connection for stats ?

jab1 — Mon, 10 Oct 2022 09:46:01 GMT

@adamd1 I would suggest that when you get the advisor to call you back that you advise them that you suspect an issue somewhere in the BT/OR network. Thinking about it, maybe the SNR figure isn't that high, given your attenuation, but something is causing your speed to be capped, albeit not by very much, but it still needs investigation.

What did the automated response say - exactly?

Re: Speed dropped - right connection for stats ?

adamd1 — Mon, 10 Oct 2022 09:48:45 GMT

The line test said my line is working well via text
Hopefully a staff member sees this and I can post them my username

Re: Speed dropped - right connection for stats ?

jab1 — Mon, 10 Oct 2022 09:52:21 GMT

Your line may be 'working well', but something is causing it to be capped - that needs investigation.

Re: Speed dropped - right connection for stats ?

adamd1 — Mon, 10 Oct 2022 13:42:05 GMT

I've raised a ticket so I'll update when I get a response

Re: Speed dropped - right connection for stats ?

LaurenB — Tue, 11 Oct 2022 17:16:39 GMT

Hiya @adamd1, I'm sorry for the issues you're having! It looks like you already have an open ticket with a case handler helping you here: https://www.plus.net/wizard/?p=view_question&id=228262957

Re: Speed dropped - right connection for stats ?

adamd1 — Fri, 14 Oct 2022 14:43:06 GMT

Just an update . Engineer came and found a fault at the pole .

Upgraded to fibre extra as well that was previously rejected .. thanks to Mark who looked into this further and now I have the following:

Data rate:19.999 Mbps / 70.642 Mbps
Maximum data rate:20.115 Mbps / 71.801 Mbps
Noise margin:6.0 / 6.2
Line attenuation:7.4 / 15.9
Signal attenuation:7.4 / 17.2

Thanks to everyone for the responses 🙂

Re: Speed dropped - right connection for stats ?

jab1 — Fri, 14 Oct 2022 14:44:52 GMT

Good result, @adamd1 . Hope it stays that way.

Re: Speed dropped - right connection for stats ?

Gandalf — Sun, 16 Oct 2022 08:50:51 GMT

Glad to see that Adam! Let us know if there's anything else you'd need help with