Egregious performance, random downtime

Grizzlemethis — Thu, 31 Aug 2023 17:37:00 GMT

Since renewing my contract my broadband speeds have tanked considerably.

For the first few weeks I ignored the issue as there tends to be a settling in time with DLM. But my speeds have not improved and honestly seem to degrade more over time. The issue has just passed 4 weeks ongoing now.

From my account page my speeds are stated as followed;

Product: Fibre

Estimated Download Range: 61 - 72Mbps

Estimated Upload Range: 17 - 18Mbps

Minimum Guaranteed Speed: 54.6Mbps

Current Line Speed (Download): 80Mbps

My download speeds vary Mbps wise from the low 20's to mid 30's. There have been instances when my download speeds have been well below 20 and a few occasions where its been in the high 30's. But it is far too inconsistent and I am nowhere near my estimated speeds and far below my minimum guaranteed ones. My upload speeds never climb over 7 Mbps.

I do not have a phone line with this package so dialling 17070 to check line faults is of no use as I have seen it mentioned in several other posts.

The router is connected to the master socket (Only socket in the property.) There are no powerline adapters or Wi-Fi boosters or anything else being used.

I have also check through Ofcoms availability checker along with a few other sources and can confirm the highest speeds in my property theoretically should be 80/20 Mbps.

Attached are sceenshots of speedtest taken via LAN with no devices connected through WiFi or LAN (no apps, games etc are running in the background). over roughly a 96 hour period

On top of this I am met with random spots of my internet dropping entirely. And as stated above my speeds were much higher prior to renewing.

EDIT: Added screenshots of BT Broadband Availability Checker and Helpdesk Data from the router

Re: Egregious performance, random downtime

Dan_the_Van — Thu, 31 Aug 2023 18:54:55 GMT

Your Hub One help page shows the sync speed below your Minimum Guaranteed Speed so I would raise a fault using this link

https://www.plus.net/help/report-a-problem/broadband/

The repeated line drops suggests you have a fault outside of your property

HTH

Re: Egregious performance, random downtime

ClaudiaG23 — Fri, 01 Sep 2023 14:50:22 GMT

Hi @Grizzlemethis I'm sorry you're getting these slow speeds. I've run a test and found a fault where an engineer is needed to visit the property. Can you drop me a private message and I can get this organised for you.

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Egregious performance, random downtime

Re: Egregious performance, random downtime

Re: Egregious performance, random downtime