topic Re: Connection slower than used to be in Broadband

Connection slower than used to be

lee11 — Tue, 05 Sep 2023 20:32:08 GMT

Id be grateful for any advice. My internet connection as been dropping regularly for the past month sometimes while in watching TV but also my house alarm as been regularly sending notifications saying line fail when not using the internet in person.
After rising the issue with Plusnet they sent a replacement for my hub1. Since fitting the new hub up until now it seems much more stable with no drop outs but the speed via speed check is much lower than it used to be. I used to get between 82/79 mbs almost any time I tested but now it's only 62mbs is this likely to resolve itself or do I need to raise another issue. Any advice would be great. Regards lee

Re: Connection slower than used to be

jab1 — Wed, 06 Sep 2023 06:04:38 GMT

@lee11 Sounds like the drops have degraded your connection.

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: Connection slower than used to be

lee11 — Wed, 06 Sep 2023 06:32:29 GMT

Thanks jab1. Will have to get the screen shots when I get home but I did do a quiet line test last night and it started pretty quiet with abit of static but got noiser. In any case after that the the
Maximum data range on the modem reduced by a fair bit from something like 14/73 to 11/63 mbs
There was also a change in the signal and line attenuation. Also the noise magin when from 6.1/9.0 to now it's 6.4/6.1. I've no idea what any of this means but it changed after the quite line test. Regards lee

Re: Connection slower than used to be

jab1 — Wed, 06 Sep 2023 06:42:48 GMT

OK, Lee. If you post the data as requested, someone may have a go at interpreting it. Unfortunately, I'm out for most of the day, but will have a look when I get chance.

Re: Connection slower than used to be

lee11 — Wed, 06 Sep 2023 18:21:41 GMT

these are what ive got hopefully they are helpfull.

Re: Connection slower than used to be

jab1 — Wed, 06 Sep 2023 20:03:49 GMT

Cheers, @lee11 . I am actually away for a couple of weeks - hence the 'out all day' comment, so will have a look tomorrow morning.

Others may jump in - there are a number of helpful people around.

Re: Connection slower than used to be

jab1 — Thu, 07 Sep 2023 16:27:15 GMT

@lee11 Just looking at those screenshots, #6 seems to indicate you are suffering from xDSL drops and a resulting high D/L SNR. If your phone line has ANY noise during a QLT, I suggest as a first step, you raise a phone problem via https://www.plus.net/help/report-a-problem/phone/

Re: Connection slower than used to be

willcutforth — Thu, 07 Sep 2023 16:28:02 GMT

@lee11 Sorry about the connection issues. Here is your connection at the minute. No drops today and the line looks ok. Yeah I can see the speed is 66.9Mb at the minute which is with the estimates and we wouldn't class it as a fault despite being much lower than what you used to get.

Re: Connection slower than used to be

jab1 — Thu, 07 Sep 2023 16:32:39 GMT

@willcutforth I would respectfully suggest that the xDSL drops are occurring later in the day, and something has pushed the SNR high - which suggests to me there is still an issue somewhere on the OpenReach network.

Re: Connection slower than used to be

lee11 — Thu, 07 Sep 2023 17:13:57 GMT

Thanks for your help. Have called Plusnet and they have advised I have a short somewhere and they would like to send a engineer. Rather than having time off just yet I've opted to give it a week plugged in the master socket with the faceplate and the one extension ruled out. Hopefully I will see an improvement although I had tried that before but maybe didn't give enough time for the speed to go back up. Thanks so much for your advice

Re: Connection slower than used to be

lee11 — Thu, 07 Sep 2023 17:19:30 GMT

Nothing as been changed in the house but they have put some round domed topped things half way up a couple of the phone line poles earlier this year, maybe related

Re: Connection slower than used to be

willcutforth — Fri, 08 Sep 2023 07:36:32 GMT

Glad they found something. @jab1 you are right I thought the same. Just have to do the standard checks etc first and I was relying on your expertise to carry me through anyway haha