topic Re: Weird issues with speed in Broadband

Weird issues with speed

gjm1976 — Wed, 21 Jun 2023 16:55:56 GMT

Hi, i changed from a business vdsl line to personal vdsl a month or two ago (both plusnet).

I was getting 44mbit down 8.8mbit up when i was on the business line.

I have noticed things slower since being on residential line, i know my profile is only 40mbit down on personal so i know i wont hit 44mbit.

And thought nothing of it as plusnet page says im getting ;

Product: Unlimited Fibre
Estimated Download Range: 20 - 22Mbps
Estimated Upload Range: 6 - 7Mbps
Minimum Guaranteed Speed: 18.2Mbps
Current Line Speed (Download): 37Mbps

However these figures are wrong....

in my hub it says ;

Connection status:

Connection type:

Fibre Broadband (VDSL)

Downstream sync speed:

24.999 Mbps

Upstream sync speed:

8.387 Mbps

So my question is why am i only getting 24mbit now on a line i was previously getting 44mbit when on business account.

Also why is plusnet control panel saying my current speed is 37 when its actually 24.99?.

Re: Weird issues with speed

jab1 — Wed, 21 Jun 2023 17:02:40 GMT

You obviously have a fault.

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: Weird issues with speed

gjm1976 — Wed, 21 Jun 2023 17:13:12 GMT

quiet line test is ok.

Just very weird as it happened as soon as changing from business 80mbit package to residential 40mbit package.

also very strange that the plusnet broadband page also says im conected at a higher speed.

Looks like ill submit a fault, but i thought that you shouldnt as its not actually dropped below minimum speed yet, close yes but not.

Thought maybe a snr and dlm reset might help?.

Re: Weird issues with speed

jab1 — Wed, 21 Jun 2023 17:17:08 GMT

There is a fault - the 24.99 speed reported proves that. Submit a BB fault on the relevant link, but if they say there isn't one, come back for further advice.

Re: Weird issues with speed

Baldrick1 — Wed, 21 Jun 2023 20:14:43 GMT

@gjm1976

My guess would be that your line has been banded for some reason and needs a DLM reset. If you get nowhere reporting a fault then hopefully a Plusnet staffer will come along here and pick this up for you.

Re: Weird issues with speed

jab1 — Wed, 21 Jun 2023 20:16:46 GMT

Would the cause of the banding not need investigation - to avoid a possible repeat?

Re: Weird issues with speed

gjm1976 — Wed, 21 Jun 2023 21:35:19 GMT

I hope someone will come along , i did the text help and there was no fault found on line according to the diagnostics....

Surely the current connection speed in plusnet dashboard is bugged too?.

Re: Weird issues with speed

RealAleMadrid — Wed, 21 Jun 2023 21:46:27 GMT

@gjm1976 The Plusnet Current Line Speed is a misnomer, it is not an actual speed at all, it is a legacy Plusnet profile that has no effect for most customers but can cap your speed if you have a static WAN IP address. It is supposed to track the BT Wholesale IP profile but can get out of step sometimes. Yours is probably at the maximum for a 40/10 service but with your banded speed it is irrelevant.

Re: Weird issues with speed

jab1 — Thu, 22 Jun 2023 06:16:18 GMT

@gjm1976 wrote:

I hope someone will come along , i did the text help and there was no fault found on line according to the diagnostics....

Surely the current connection speed in plusnet dashboard is bugged too?.

In that case, we are going to have to do this the manual way.

For Community members to be able to help, information from these two sites, as screenshots, posted as pictures within the topic, not as attachments:-

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 (with the 'Username' obscured) 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 you are unsure about any of the above, please just ask - I am happy to help.

Re: Weird issues with speed

gjm1976 — Thu, 22 Jun 2023 09:40:44 GMT

Just rebooted router and gertting 22 down 7 up from wholesale speed test

Product code:Plusnet Hub Two

Serial number:+108417+2237002265

Firmware version:v0.08.00.08297-PN

Firmware updated:16-Mar-2023

Board version:R01

GUI version:1.9 16_08_2022

DSL uptime:0 Days 0 Hrs 3 Mins

Data rate:8.448 Mbps / 24.999 Mbps

Maximum data rate:8.448 Mbps / 29.270 Mbps

Noise margin:7.0 / 8.7

Line attenuation:14.4 / 22.8

Signal attenuation:12.7 / 33.3

VLAN id:101

Upstream error control:Off

Downstream error control:Off

Re: Weird issues with speed

gjm1976 — Thu, 22 Jun 2023 09:51:09 GMT

interestingly... I asked my neighbour if i could look at his tecnical log (he has BT) and his line comes from the same pole as ours.

Firmware version:v0.38.00.10147-BT

Firmware updated:Sat Feb 25 20:48:13 2023

Board version:R01

GUI version:1.77 20_05_2022

DSL uptime:7 days,16 Hours17 Mins44 Secs

Data rate:9.052 Mbps / 39.999 Mbps

Maximum data rate:8.733 Mbps / 45.265 Mbps

Full Fibre (FTTP) Mode:On

Noise margin:6.1 / 5.3

Line attenuation:13.3 / 24.4

Signal attenuation:13.3 / 34.3

VLAN id:101

Upstream error control:Off

Downstream error control:Off

Re: Weird issues with speed

jab1 — Thu, 22 Jun 2023 10:02:03 GMT

@gjm1976 Pity you rebooted before doing the check - do you remember the DSLUptime prior to the reboot?

Your D/S rate is banded, and the D/S noise margin is higher than it should be, so there is definitely an issue somewhere. Maybe avoid doing any more fiddling for 24/48 hours and then post a current version of your stats again.

Sight of the BT Broadband and BTW Performance Tester results would be a great help.

I'm out for most of the rest of the morning and early afternoon, but if I miss anything, maybe othe Community members can comment. I'll certainly check when I get back though.

Your neighbour is on FTTP, so not a directly comparable result.

Re: Weird issues with speed

gjm1976 — Thu, 22 Jun 2023 10:04:13 GMT

it was nearly 9 days uptime (we had a power cut)

And nope hes not on fttp, were quite rural and there is no fibre to houses here yet and no plans atm

according to openreach

Re: Weird issues with speed

jab1 — Thu, 22 Jun 2023 10:06:54 GMT

If he's not on FTTP, why does his data say ' Full Fibre (FTTP) mode ON?'

Re: Weird issues with speed

gjm1976 — Thu, 22 Jun 2023 10:10:44 GMT

Summary of Performance Test

Timestamp

Thursday 22 June 2023 | 11:7:17

Ping

12 Ms

Download

22.91 Mbps

Upload

7.91 Mbps

Advance Test

Download Test

Download speed achieved during the test was 22.91 Mbps

For your connection, the acceptable range of speeds is 16.92 - 24.17 Mbps

IP Profile for your line is 24.17 Mbps

22.91 Mbps

24.17 Mbps

Upload Test

Upload speed achieved during the test was 7.91 Mbps

IP Profile for your line is 20 Mbps

7.91 Mbps

20 Mbps

Summary Advanced Test

We were unable to identify any performance problem with your service at this time.

It is possible that any problem you have experienced may have been caused by traffic congestion or by a server responding slowly.

Please visit the "SpeedTest Guidance" for more information.

Re: Weird issues with speed

gjm1976 — Thu, 22 Jun 2023 10:11:40 GMT

Dunno why maybe a weird issue of bt's firmware, hes on 40/10 basic bt vdsl.

Re: Weird issues with speed

jab1 — Thu, 22 Jun 2023 10:17:06 GMT

OK. Just for completeness, can you post the BT Broadband result for your connection - as a screenshot, please - they are much easier to read than plain text extracts.

Re: Weird issues with speed

gjm1976 — Thu, 22 Jun 2023 10:54:57 GMT

Re: Weird issues with speed

RealAleMadrid — Thu, 22 Jun 2023 12:50:27 GMT

@gjm1976 As has been pointed out earlier in this thread your line is banded at 25Mbps, until you get this resolved no amount of testing or looking at line stats is going to fix anything. Have you called support and asked for a DLM reset? That's the first thing you need to do. With the banding removed you should get 40 Mbps sync speed as your neighbour does. Whether your speed remains at the higher speed only time will tell, there may some problem on the line.🤔

@jab1 The Full Fibre (FTTP) Mode:On shown by the hub is a bug. It can't be FTTP if modem sync speeds are being reported.

Re: Weird issues with speed

gjm1976 — Thu, 22 Jun 2023 13:32:36 GMT

I have done and finally someone got back to me, theyre requesting a DLM reset and are calling me back at 16:30 to see if all resolved.