topic Re: Broadband Getting Slower in Broadband

Broadband Getting Slower

stephenheron — Wed, 15 Nov 2023 16:06:36 GMT

Hi,

I first moved into my property a few years ago and looking at back at older speed tests I did I was getting around 50 - 55 Mbps.

However I think it has been getting a bit slower over that time, I can't quite pinpoint the date but doing a speedtest now I am looking at around 40 - 40 Mbps,

I have attached my BT Wholesale checker results.

I am just wondering if this is something I should get in touch with Plusnet about? Or am I just a bit unlucky?! I think I am a bit away from being about to get FTTP so it's a tad frustrating.

Thanks,

Stephen

Re: Broadband Getting Slower

stephenheron — Wed, 15 Nov 2023 16:59:44 GMT

I thought I would check the BT Wholesale Speedchecker as well to see what it was saying, but if I try to do the advanced test I just get an error:

Re: Broadband Getting Slower

jab1 — Wed, 15 Nov 2023 17:31:25 GMT

@stephenheron You could be suffering from a couple of things - or not. If you can post the answers to the below (ignoring the two tests you've done, Community members may be able to advise:

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

BT Broadband Availability Checker (obscuring your phone number), where a landline phone is no longer supplied or known use the address version BT Broadband Address Availability (obscuring your address)

BTW Performance Tester - Over a wired (Ethernet) connection if at all possible, please report the 'ADDITIONAL DIAGNOSTICS'. This test is recommended to be performed with only one device connected.

Sight of the broadband connection status from your Hub (with the 'Username' obscured) would also be of help.

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

Where the phone line is still active, 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: Broadband Getting Slower

stephenheron — Wed, 15 Nov 2023 18:08:30 GMT

@jab1

I think my original posts contain the details from the BT Availability Checker and the BTW Performance Testers, my apologies if I have done something wrong, if you could point me in the right direction then that would be great.

From your helpful instructions I have pulled the details from the Hub.

I unfortunately don't have a phone so I can't do the 'Quiet Line Test'

Thanks,

Stephen

Re: Broadband Getting Slower

jab1 — Wed, 15 Nov 2023 18:18:28 GMT

@stephenheron I did say 'ignoring the two tests you have already done' 😉 - the instructions I posted are a direct copy and paste of a standard 'help sheet'.

From your Technical log page, I am suspecting xDSL drops caused by Openreach equipment issues - to confirm, can you please export the complete log and post the result.

Re: Broadband Getting Slower

stephenheron — Wed, 15 Nov 2023 18:22:52 GMT

@jab1 Whoops, sorry! That teaches me to read more carefully! 😅

Sorry to be a pain but how do I export the complete log?

Re: Broadband Getting Slower

jab1 — Wed, 15 Nov 2023 18:30:46 GMT

No problem, Stephen - it happens to us all. 😀

To export the complete log, try navigating to the page below and clicking the pink 'Export' box. This should produce a file which you can attach to your reply. If it doesn't, my apologies and I will seek guidance.I have never used the PN Hubs, merely worked from help I have received from others.

Re: Broadband Getting Slower

Dan_the_Van — Wed, 15 Nov 2023 18:34:14 GMT

@jab1

He's got a Hub One

@stephenheron

Navigate from the home page to >Troubleshooting >Event log. Category WAN would be best to start with, copy/paste a couple of pages to a text file

HTH

Re: Broadband Getting Slower

jab1 — Wed, 15 Nov 2023 18:35:40 GMT

Ooops - must read the full help desk, @Dan_the_Van

Re: Broadband Getting Slower

Dan_the_Van — Wed, 15 Nov 2023 18:39:03 GMT

No worries, I've had some fun today 🙄

Time for dinner

Dan.

Re: Broadband Getting Slower

jab1 — Wed, 15 Nov 2023 18:43:09 GMT

Yep - I saw. 😉

Re: Broadband Getting Slower

stephenheron — Wed, 15 Nov 2023 18:49:21 GMT

Cheers @jab1 and @Dan_the_Van

Wan Logs are attached.

Quite useful actually as I can see that back in April I was syncing at "48941Kbps", which is around what I remember it being at for ages, then since then it's dropped down to what I am seeing more recently, it's not a massive drop looking at it! Just a bit strange as I haven't changed anything on my end!

Re: Broadband Getting Slower

jab1 — Wed, 15 Nov 2023 18:58:34 GMT

Thanks for that, @stephenheron - it proves what I suspected - there is something going on which has caused your downstream SNR to rise, consequently depressing your speed. As you don't have a phone to test for noise, unfortunately, I suggest as a first step that you report a broadband fault using this link: https://www.plus.net/help/report-a-problem/broadband/

Let us know the result.

Re: Broadband Getting Slower

Dan_the_Van — Wed, 15 Nov 2023 19:04:05 GMT

As @jab1 says, stuff doesn't look right.

Did you power cycle you Hub around 3:30 pm? as it looks to have rebooted then?

15:34:57, 15 Nov. ( 36.230000) WAN Auto-sensing running.
15:32:21, 15 Nov. (5425430.870000) WAN operating mode is VDSL

At 15:34:57 the Hub was switch on only for 36 seconds ( 36.230000)

If not can you look at category "All" around the above time 15:32 and copy/paste the event text?

Thanks

Re: Broadband Getting Slower

stephenheron — Wed, 15 Nov 2023 19:50:32 GMT

@jab1 and @Dan_the_Van Cheers for the help guys!

@Dan_the_Van we actually had a tiny power cut at that time, just for a second, which is what prompted the investigation of what was going on, as I logged into the router to make sure everything came back fine.

So I tried the help link you gave me @jab1 where I sent a text message, and they ran a test but it came back that everything was Ok, they then asked todo a refresh which seemed to do nothing as it is just syncing exactly the same.

Re: Broadband Getting Slower

jab1 — Wed, 15 Nov 2023 19:57:10 GMT

@stephenheron Helping is what we are here for, so no thanks required.😀

I'm not surprised that test came back as OK - they always do, and that refresh will have done nothing as the issue is somewhere in the Openreach network.

Can you do as Dan asked and post the 'all' category from the event log around the 1532 mark - before and after?

Re: Broadband Getting Slower

greygit1 — Wed, 15 Nov 2023 23:46:46 GMT

I'm unable to locate 'troubleshooting' on my Hub 1.

Re: Broadband Getting Slower

jab1 — Thu, 16 Nov 2023 07:42:10 GMT

@greygit1 Are you sure?

Re: Broadband Getting Slower

stephenheron — Thu, 16 Nov 2023 20:06:13 GMT

Sorry for the delay, logs are attached.

Re: Broadband Getting Slower

jab1 — Thu, 16 Nov 2023 20:15:59 GMT

No worries, Stephen - at least you are following through, which many don't. That log looks a bit 'unusual' to me, suggesting something is more than a bit wrong, but I'll leave it to @Dan_the_Van , it's a bit above my pay-grade to fully interpret it. 😉