topic Re: Cost Up, but Speed Down in Broadband

Cost Up, but Speed Down

dougjbarnes1 — Mon, 06 Mar 2023 19:26:48 GMT

I have a Fibre to Cabinet connection and previously have had ~32M down, ~9M up,

Over the last few days found the system seems sluggish so started doing some tests using the BT Wholesale test site

Seems that my download speed is down by about 30%. Have done a HubOne reboot, this hasn't made any improvements.

all tests from static PC, using a cable connection back to the router, link speed is ~800M from PC to Router to NAS so it's not internal

Results are as follows

Summary of Performance Test (from Excel Sheet)
Timestamp Ping Download Upload Tap1
Wednesday 1 March 2023 | 14:18:54 20 Ms 21.93 Mbps 7.74 Mbps
Wednesday 1 March 2023 | 15:13:42 12 Ms 22.15 Mbps 7.74 Mbps 23.07 Mbps 10 Mbps
Thursday 2 March 2023 | 17:57:40 26 Ms 21.76 Mbps 7.58 Mbps 23.07 Mbps 10 Mbps
Friday 3 March 2023 | 8:6:0 23 Ms 21.89 Mbps 7.73 Mbps 24.17 Mbps 10 Mbps
Saturday 4 March 2023 | 16:6:24 14 Ms 23.09 Mbps 7.79 Mbps 24.17 Mbps 10 Mbps
Monday 6 March 2023 | 19:8:47 28 Ms 23.05 Mbps 7.72 Mbps 24.17 Mbps 10 Mbps

I notice that the line speed after TAP1 testing is ~23M, back in January it was ~34M so it's down by 30%

CAn anyone comment or open up speed again at your end

Re: Cost Up, but Speed Down

jab1 — Mon, 06 Mar 2023 20:57:38 GMT

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: Cost Up, but Speed Down

csmith94 — Tue, 07 Mar 2023 20:00:44 GMT

Hi @dougjbarnes1

I'm sorry to hear you're getting lower than expected speeds, I've looked at your line and there isn't a fault showing on there but I can see that it isn't syncing above 24Mbps.

Can you disconnect all devices that are not broadband and run another speed test via a wired connection please?

Re: Cost Up, but Speed Down

dougjbarnes1 — Wed, 08 Mar 2023 09:33:46 GMT

2 runs last night, nothing connected apart from main PC via ethernet cable and relay Wifi unit also via ethernet

Tuesday 7 March 2023 | 17:2:59 18 Ms 23.05 Mbps 7.95 Mbps 24.17 Mbps 10 Mbps

Tuesday 7 March 2023 | 22:13:6 22 Ms 23.12 Mbps 8.01 Mbps 24.17 Mbps 10 Mbps

I would point out that until recently we have been getting 31-33Mbps download, since the last time we reported speed issues a good year ago.

It all seems to have started since Openreach were down our road installing what looks like full fibre provision so are we being throttled to encourage us to move up?

We've recently recommended Plusnet to a couple of facebook users telling them we were getting 32M, but with current performance I wouldn't recommend you

Re: Cost Up, but Speed Down

jab1 — Wed, 08 Mar 2023 10:11:53 GMT

@dougjbarnes1 Which router are you using, please?

Re: Cost Up, but Speed Down

dougjbarnes1 — Wed, 08 Mar 2023 10:16:17 GMT

Using Plusnet HubOne as supplied by you

Re: Cost Up, but Speed Down

jab1 — Wed, 08 Mar 2023 10:18:52 GMT

I am not Plusnet staff. OK, can you post a picture of (1) your Hubs Help Desk page (obscuring the username0 and (2) the WAN tab from your Error log, please?

Re: Cost Up, but Speed Down

dougjbarnes1 — Wed, 08 Mar 2023 10:28:25 GMT

Information for Helpdesk agents
When contacting the Plusnet Broadband helpdesk, the agent might ask you for details about your Plusnet Hub. This page contains all of the information they are likely to request.

1. Product name: Plusnet Hub
2. Serial number: +081441+NQ70802124
3. Firmware version: Software version 4.7.5.1.83.8.289.1.3 Last updated 29/11/21
4. Board version: Plusnet Hub One
5. DSL uptime: 1 days, 06:26:08
6. Data rate: 8561 / 24968
7. Maximum data rate: 8561 / 46554
8. Noise margin: 6.1 / 15.0
9. Line attenuation: 30.3 / 22.0
10. Signal attenuation: 29.5 / 20.9
11. Data sent/received: 5.4 GB / 85.9 GB
12. Broadband username: **********@plusdsl.net
13. 2.4 GHz Wireless network/SSID: **********
14. 2.4 GHz Wireless connections: Enabled (802.11 b/g/n (up to 144 Mb/s))
15. 2.4 GHz Wireless security: WPA2
16. 2.4 GHz Wireless channel: Automatic (Smart Wireless)
17. 5 GHz Wireless network/SSID: *********
18. 5 GHz Wireless connections: Enabled (802.11 a/n/ac (up to 1300 Mb/s))
19. 5 GHz Wireless security: WPA2
20. 5 GHz Wireless channel: Automatic (Smart Wireless)
21. Firewall: Default
22. MAC Address: a4:08:f5:ad:fd:0a
23. Modulation: G.993.2 Annex B
24. Software variant: AA
25. Boot loader: 1.0.0

Event Log

This page summarises all the recent events that have been recorded on your Plusnet Hub.

You can filter the events to show items related to a specific category.

Recorded events

Time and date	Message
03:59:17, 07 Mar.	(1675625.400000) WAN operating mode is VDSL
03:59:17, 07 Mar.	(1675625.400000) Last WAN operating mode was VDSL
03:59:16, 07 Mar.	(1675624.110000) PPP IPCP Receive Configuration ACK
03:59:16, 07 Mar.	(1675624.110000) PPP IPCP Send Configuration Request
03:59:16, 07 Mar.	(1675624.100000) PPP IPCP Receive Configuration NAK
03:59:16, 07 Mar.	(1675624.100000) PPP IPCP Send Configuration ACK
03:59:16, 07 Mar.	(1675624.090000) PPP IPCP Receive Configuration Request
03:59:16, 07 Mar.	(1675624.090000) PPP IPCP Send Configuration Request
03:59:15, 07 Mar.	(1675622.960000) PPPoE is up - Down Rate=24968Kbps, Up Rate=8561Kbps; SNR Margin Down=15.1dB, Up=6.1dB
03:59:15, 07 Mar.	(1675622.950000) CHAP authentication successful
03:59:15, 07 Mar.	(1675622.910000) CHAP Receive Challenge
03:59:15, 07 Mar.	(1675622.910000) Starting CHAP authentication with peer
03:59:15, 07 Mar.	(1675622.910000) PPP LCP Receive Configuration ACK
03:59:15, 07 Mar.	(1675622.900000) PPP LCP Send Configuration Request
03:59:15, 07 Mar.	(1675622.900000) PPP LCP Receive Configuration Reject
03:59:15, 07 Mar.	(1675622.900000) PPP LCP Send Configuration ACK
03:59:15, 07 Mar.	(1675622.890000) PPP LCP Receive Configuration Request
03:59:15, 07 Mar.	(1675622.890000) PPP LCP Send Configuration Request
03:58:25, 07 Mar.	(1675573.190000) PTM over DSL is up
03:57:51, 07 Mar.	(1675538.830000) PTM over DSL is down after 5717 minutes uptime
03:57:51, 07 Mar.	(1675538.820000) PPPoE is down after 5717 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 - Down)]
03:57:48, 07 Mar.	(1675535.740000) PPP LCP Send Termination Request [User request]
04:40:36, 03 Mar.	(1332513.070000) WAN operating mode is VDSL
04:40:36, 03 Mar.	(1332513.060000) Last WAN operating mode was VDSL
04:40:35, 03 Mar.	(1332511.810000) PPP IPCP Receive Configuration ACK
04:40:35, 03 Mar.	(1332511.810000) PPP IPCP Send Configuration Request
04:40:35, 03 Mar.	(1332511.800000) PPP IPCP Receive Configuration NAK
04:40:35, 03 Mar.	(1332511.800000) PPP IPCP Send Configuration ACK
04:40:35, 03 Mar.	(1332511.800000) PPP IPCP Receive Configuration Request
04:40:35, 03 Mar.	(1332511.790000) PPP IPCP Send Configuration Request
04:40:34, 03 Mar.	(1332510.710000) PPPoE is up - Down Rate=24968Kbps, Up Rate=8315Kbps; SNR Margin Down=15.4dB, Up=6.1dB
04:40:34, 03 Mar.	(1332510.690000) CHAP authentication successful
04:40:33, 03 Mar.	(1332510.640000) CHAP Receive Challenge
04:40:33, 03 Mar.	(1332510.640000) Starting CHAP authentication with peer
04:40:33, 03 Mar.	(1332510.630000) PPP LCP Receive Configuration ACK
04:40:33, 03 Mar.	(1332510.630000) PPP LCP Send Configuration Request
04:40:33, 03 Mar.	(1332510.630000) PPP LCP Receive Configuration Reject
04:40:33, 03 Mar.	(1332510.630000) PPP LCP Send Configuration ACK
04:40:33, 03 Mar.	(1332510.620000) PPP LCP Receive Configuration Request
04:40:33, 03 Mar.	(1332510.620000) PPP LCP Send Configuration Request
04:39:44, 03 Mar.	(1332460.700000) PTM over DSL is up
04:39:10, 03 Mar.	(1332427.030000) PTM over DSL is down after 8694 minutes uptime
04:39:10, 03 Mar.	(1332427.030000) PPPoE is down after 8693 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 - Down)]
04:39:07, 03 Mar.	(1332423.980000) PPP LCP Send Termination Request [User request]
03:45:11, 25 Feb.	(810801.180000) WAN operating mode is VDSL
03:45:11, 25 Feb.	(810801.170000) Last WAN operating mode was VDSL
03:45:10, 25 Feb.	(810799.920000) PPP IPCP Receive Configuration ACK
03:45:09, 25 Feb.	(810799.920000) PPP IPCP Send Configuration Request
03:45:09, 25 Feb.	(810799.910000) PPP IPCP Receive Configuration NAK
03:45:09, 25 Feb.	(810799.910000) PPP IPCP Send Configuration ACK
03:45:09, 25 Feb.	(810799.900000) PPP IPCP Receive Configuration Request
03:45:09, 25 Feb.	(810799.900000) PPP IPCP Send Configuration Request
03:45:08, 25 Feb.	(810798.820000) PPPoE is up - Down Rate=23830Kbps, Up Rate=8273Kbps; SNR Margin Down=15.5dB, Up=6.2dB
03:45:08, 25 Feb.	(810798.810000) CHAP authentication successful
03:45:08, 25 Feb.	(810798.750000) CHAP Receive Challenge
03:45:08, 25 Feb.	(810798.750000) Starting CHAP authentication with peer
03:45:08, 25 Feb.	(810798.740000) PPP LCP Receive Configuration ACK
03:45:08, 25 Feb.	(810798.740000) PPP LCP Send Configuration Request
03:45:08, 25 Feb.	(810798.730000) PPP LCP Receive Configuration Reject
03:45:08, 25 Feb.	(810798.730000) PPP LCP Send Configuration ACK
03:45:08, 25 Feb.	(810798.730000) PPP LCP Receive Configuration Request
03:45:08, 25 Feb.	(810798.730000) PPP LCP Send Configuration Request
03:44:19, 25 Feb.	(810749.100000) PTM over DSL is up
03:43:45, 25 Feb.	(810715.000000) PTM over DSL is down after 10727 minutes uptime
03:43:45, 25 Feb.	(810714.990000) PPPoE is down after 10726 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 - Down)]
03:43:42, 25 Feb.	(810711.930000) PPP LCP Send Termination Request [User request]
16:57:00, 17 Feb.	(167126.370000) WAN operating mode is VDSL
16:57:00, 17 Feb.	(167126.370000) Last WAN operating mode was VDSL
16:56:58, 17 Feb.	(167124.770000) PPP IPCP Receive Configuration ACK
16:56:58, 17 Feb.	(167124.760000) PPP IPCP Send Configuration Request
16:56:58, 17 Feb.	(167124.750000) PPP IPCP Receive Configuration NAK
16:56:58, 17 Feb.	(167124.750000) PPP IPCP Send Configuration ACK
16:56:58, 17 Feb.	(167124.750000) PPP IPCP Receive Configuration Request
16:56:58, 17 Feb.	(167124.740000) PPP IPCP Send Configuration Request
16:56:57, 17 Feb.	(167123.330000) PPPoE is up - Down Rate=23830Kbps, Up Rate=8356Kbps; SNR Margin Down=15.2dB, Up=6.1dB
16:56:57, 17 Feb.	(167123.310000) CHAP authentication successful
16:56:57, 17 Feb.	(167123.260000) CHAP Receive Challenge
16:56:57, 17 Feb.	(167123.260000) Starting CHAP authentication with peer
16:56:57, 17 Feb.	(167123.260000) PPP LCP Receive Configuration ACK
16:56:57, 17 Feb.	(167123.260000) PPP LCP Send Configuration Request
16:56:57, 17 Feb.	(167123.250000) PPP LCP Receive Configuration Reject
16:56:57, 17 Feb.	(167123.250000) PPP LCP Send Configuration ACK
16:56:57, 17 Feb.	(167123.250000) PPP LCP Receive Configuration Request
16:56:57, 17 Feb.	(167123.250000) PPP LCP Send Configuration Request
16:56:07, 17 Feb.	(167073.090000) PTM over DSL is up
16:55:31, 17 Feb.	(167037.670000) PTM over DSL is down after 2147 minutes uptime
16:55:31, 17 Feb.	(167037.670000) PPPoE is down after 2146 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 - Down)]
16:55:28, 17 Feb.	(167034.660000) PPP LCP Send Termination Request [User request]
05:09:08, 16 Feb.	(38258.120000) WAN operating mode is VDSL
05:09:08, 16 Feb.	(38258.120000) Last WAN operating mode was VDSL
05:09:07, 16 Feb.	(38256.970000) PPP IPCP Receive Configuration ACK
05:09:07, 16 Feb.	(38256.970000) PPP IPCP Send Configuration Request
05:09:07, 16 Feb.	(38256.960000) PPP IPCP Receive Configuration NAK
05:09:07, 16 Feb.	(38256.950000) PPP IPCP Send Configuration ACK
05:09:07, 16 Feb.	(38256.950000) PPP IPCP Receive Configuration Request
05:09:07, 16 Feb.	(38256.950000) PPP IPCP Send Configuration Request
05:09:06, 16 Feb.	(38255.960000) PPPoE is up - Down Rate=23830Kbps, Up Rate=8288Kbps; SNR Margin Down=15.4dB, Up=6.2dB
05:09:06, 16 Feb.	(38255.950000) CHAP authentication successful
05:09:06, 16 Feb.	(38255.920000) CHAP Receive Challenge
05:09:06, 16 Feb.	(38255.920000) Starting CHAP authentication with peer

Re: Cost Up, but Speed Down

jab1 — Wed, 08 Mar 2023 10:32:23 GMT

@dougjbarnes1 Report a broadband fault. Despite @csmith94 's post, there is something not right with your connection.

Re: Cost Up, but Speed Down

dougjbarnes1 — Wed, 08 Mar 2023 10:33:52 GMT

I already have, they're looking at it

Re: Cost Up, but Speed Down

jab1 — Wed, 08 Mar 2023 10:35:14 GMT

Fair enough, but if they say there is no issue, let us know.

Re: Cost Up, but Speed Down

Dan_the_Van — Wed, 08 Mar 2023 10:58:10 GMT

@jab1

What should be noted is: - DSL down

16th Feb 05:09

17Th Feb 16:55

from 25th Feb all the failures are around 03:45 in the morning with the latest being 04:40

Something else could be going on?

Dan

Re: Cost Up, but Speed Down

jab1 — Wed, 08 Mar 2023 11:03:07 GMT

@Dan_the_Van Now you mention it, very possibly. I'll have another think when I get back - just going out for a while now.

Re: Cost Up, but Speed Down

jab1 — Wed, 08 Mar 2023 13:24:55 GMT

@Dan_the_Van Following on from your comment about the timing of the drops, I wonder if the very high D/S SNR figure in the reconnection messages is pointing somewhere?

Re: Cost Up, but Speed Down

Dan_the_Van — Wed, 08 Mar 2023 13:46:54 GMT

@jab1 I would check for overnight maintenance for those days with the early morning drops.

6. Data rate: 8561 / 24968
7. Maximum data rate: 8561 / 46554
8. Noise margin: 6.1 / 15.0
9. Line attenuation: 30.3 / 22.0
10. Signal attenuation: 29.5 / 20.9

The down data rate and maximum data rate values are wide apart which is not really expected and a high snr.

Maybe @csmith94 can do some further checks

Re: Cost Up, but Speed Down

jab1 — Wed, 08 Mar 2023 14:09:33 GMT

@Dan_the_Van It could be overnight maintenance, certainly, but the very low data rate and high SNR point me towards a problem somewhere in the OR infrastructure. I could be wrong, of course.

Re: Cost Up, but Speed Down

RealAleMadrid — Wed, 08 Mar 2023 15:54:55 GMT

@jab1 Looks like the line is banded to me, which would explain the high snr margin. There are a number of resyncs at 23.830 Mbps then more recently a couple more at a slightly higher speed of 24.968 Mbps so the DLM has changed the cap but there must be some problem with the line. With the banding removed the speed would be a lot higher, possibly as high as 40Mbps

I would have thought Plusnet should have spotted that, but as a fault has already been reported I will leave them to it.

Re: Cost Up, but Speed Down

willcutforth — Wed, 08 Mar 2023 17:06:31 GMT

I'll keep an eye on this for you to see all is resolved but in the meantime let me know if it plays up again,.

Re: Cost Up, but Speed Down

jab1 — Wed, 08 Mar 2023 17:13:40 GMT

@willcutforth have you seen the WAN log in post #8, and the following comments? Despite earlier claims that 'there was nothing wrong', there obviously is something glaringly wrong.

Re: Cost Up, but Speed Down

Dan_the_Van — Wed, 08 Mar 2023 17:20:57 GMT

In the days of a blue sky and green grass we could expect the results of a GEA test as evidence of the connection status to be posted.

But now it is a barren landscape no such information is provided.

Dan