topic Re: New fibre connection - slow speeds in Broadband

New fibre connection - slow speeds

EddieR — Fri, 08 Dec 2023 11:32:53 GMT

My fibre connection went live earlier this week but the speeds seem considerably slower than they should be. I've read that it can take 10-14 days for the speed to settle, but at the moment it seems to be running at about half speed and even slower than the guaranteed minimum. My package should be close to 71Mbps but the speed test is giving me results of around 30.

Checking the status on the Hub Two shows the downstream sync as 36, is that normal for a new connection?

Plusnet fibre package - Estimated download speed: 71Mbps

BT Wholesale speed test

Plusnet Hub Two Manager - Status

Connection type: Fibre Broadband (VDSL)

Downstream sync speed: 36.284 Mbps

Upstream sync speed: 4.006 Mbps

Re: New fibre connection - slow speeds

jab1 — Fri, 08 Dec 2023 12:20:38 GMT

@EddieR Can you post the 'Broadband' and 'Technical Log' pages from your Hub, please - obscuring personal details.

Re: New fibre connection - slow speeds

EddieR — Fri, 08 Dec 2023 12:38:52 GMT

Broadband
Connection status: Connected

Downstream: 36.284Mbps

Upstream: 4.006Mbps

Connection information

Connection time: 0 Days 1 Hr 40 Mins 10 Secs. (I tried restarting the router this morning to see if that would help - it didn't)

Data usage: 112.6 MB Uploaded / 1.4 GB Downloaded

Product name	Plusnet Hub Two
Serial number	+R91300+2043013335
Firmware version	v0.10.00.04201-PN (Thu Apr 20 16:54:19 2023)
Board version	R01
GUI version	1.9 16_08_2022
DSL uptime	0 days 7 Hours 40 Mins 53 Secs
Data rate	4.0 Mbps / 36.3 Mbps
Maximum Data rate	4.0 Mbps / 37.5 Mbps
Noise margin	6.1/6.4
Line attenuation	10.5/17.4
Signal attenuation	10.5/19.8
VLAN id	101
Upstream error control	Off
Downstream error control	Off
Data sent / received	112.4 MB Uploaded / 1.4 GB Downloaded
Broadband username
2.4 GHz wireless network name
2.4 GHz wireless channel	Smart (Channel6)
5 GHz wireless network name
5 GHz wireless channel	Smart (Channel36)
Wireless Security	WPA2 (Recommanded)
Wireless mode	Mode 1
Firewall	On
MAC address
Software variant	-
Boot loader	0.1.7-PN (Thu Nov 30 09:45:22 2017)

Re: New fibre connection - slow speeds

jab1 — Fri, 08 Dec 2023 12:44:19 GMT

The full 'Broadband' page would be useful, although it does appear you are connected at 40/10. I also note that you have uploaded a massive amount in a short time - that will not help your download performance.

Re: New fibre connection - slow speeds

EddieR — Fri, 08 Dec 2023 12:53:10 GMT

Here's the full broadband info, although there's not much extra info other than the gateway and DNS info.

Are you reading the correct upload/download?. I don't think an upload of 112Mb would classify as "massive" these days 🙂

Re: New fibre connection - slow speeds

Dan_the_Van — Fri, 08 Dec 2023 12:58:24 GMT

@jab1

Not sure 112.4 MB Uploaded is considered a massive amount of data

Edit:

@EddieR

Which package have you signed up for 'Fibre' ? It looks more like Unlimited Fibre 40/10

Re: New fibre connection - slow speeds

MisterW — Fri, 08 Dec 2023 12:59:04 GMT

The speed isnt being limited by a 40/10 profile, if it was it would sync at 39.999. It's not reaching that, therefore its being limited by (perceived) line capability. If the minimum guaranteed speed really is 71Mb then @EddieR needs to raise a fault (except that a fault can't be raised to Openreach in the 1st 10 days!!)

Re: New fibre connection - slow speeds

jab1 — Fri, 08 Dec 2023 12:58:20 GMT

@Dan_the_Van Sorry - trying to juggle too many balls today. @EddieR - ignore that comment.

Re: New fibre connection - slow speeds

jab1 — Fri, 08 Dec 2023 13:00:47 GMT

@MisterW After careful consideration 😉 , I agree, but there is nothing in the supplied data to suggest what it may be,

Re: New fibre connection - slow speeds

MisterW — Fri, 08 Dec 2023 13:11:04 GMT

but there is nothing in the supplied data to suggest what it may be,

Agreed!. Perhaps @EddieR could post the results from the BTwholsale checker (https://www.broadbandchecker.btwholesale.com/#/ADSL) redacting any personal details, so we can see what the estimates are ?

Also , is the router connected to the master socket ?

is it the latest NTE5/Mk4 ?

are there any wired extensions ?

Re: New fibre connection - slow speeds

EddieR — Fri, 08 Dec 2023 13:29:56 GMT

@MisterW Yep, it's connected to the master socket (annoyingly located in the bedroom). It's an older MK2 socket, and there aren't any wired extensions or even anything else plugged into the router at the moment.

The Plusnet package says it should be anywhere from 50-71Mb fibre, with minimum gaurantee of 44.6Mbps.

and here's the BT wholesale details.

Re: New fibre connection - slow speeds

jab1 — Fri, 08 Dec 2023 13:34:10 GMT

@EddieR Report a Broadband fault - you are below the hand-back threshold, even for an impacted line.

Re: New fibre connection - slow speeds

MisterW — Fri, 08 Dec 2023 13:38:20 GMT

@EddieR assuming you mean the master is one of these https://www.run-it-direct.co.uk/bt-line-boxes-and-sockets/nte5cmastersocket/

you could perhaps try removing the lower faceplate and connecting to the test socket. Then check the broadband page on the router to see if the speeds have changed

If that doesnt make any difference, then it would appear to be an external line problem. I'm afraid you're going to have to wait until the 10 day 'training' period is up and then raise a speed fault citing its below MGALS.

Re: New fibre connection - slow speeds

jab1 — Fri, 08 Dec 2023 13:42:48 GMT

@MisterW I thought FTTC didn't have the 'training' period, or is that just FTTP?

Re: New fibre connection - slow speeds

MisterW — Fri, 08 Dec 2023 13:50:48 GMT

@jab1 Correct, FTTC doesnt really have a training period but it does have a DSLAM to control the line performance and as such its always been claimed/accepted that speed faults cant be raised to OR in the first 10 days.

FTTP doesnt have any DSLAM , speed is only controlled by the profile of the product e.g FF74. It either goes at the profiled speed or not at all!

Re: New fibre connection - slow speeds

EddieR — Fri, 08 Dec 2023 13:57:28 GMT

Thanks for all the suggestions so far!

I've tried the test socket and I still get the same speeds, so it seems I'll have to make do for a few more days and report the fault as soon as I can once the 10 days are up.

Re: New fibre connection - slow speeds

Dan_the_Van — Fri, 08 Dec 2023 14:07:01 GMT

@MisterW

For me this is not a fault, a fault would suggest it worked correctly at one time and something has gone wrong, where this is never worked as expected from the start.

@EddieR

Is the broadband username yours or setup@plusdsl.net? It might be worth a factory reset on the Hub to see if this prompts the management system to correct the connection.

Push a paper clip in the hole at the back of the Hub until the lights go out.

Re: New fibre connection - slow speeds

MisterW — Fri, 08 Dec 2023 14:13:21 GMT

@Dan_the_Van technically you're right! However being below MGALS is classed as a 'speed fault' rather than a non-functional fault and AFAIK OR won't accept that until the 10 day period is up.

Re: New fibre connection - slow speeds

EddieR — Fri, 08 Dec 2023 14:45:27 GMT

@Dan_the_Van Yep, it displays my username.

I tried a factory reset, and saw the username change from an initial setting of setup@ back to my username after a few minutes - but still no joy.