topic Re: Slower broadband speeds in Broadband

Slower broadband speeds

PabloBruno — Wed, 27 Mar 2024 17:05:34 GMT

Hi,

I usually get around 55 Mbps, but today I am only getting around 40 Mpbs. I am aware that this is still above the guaranteed 38 Mbps Plusnet promise me - however, it would be nice to know if this was a temporary glitch or something more permanent.

Kind regards.

Re: Slower broadband speeds

jab1 — Wed, 27 Mar 2024 17:54:41 GMT

@PabloBruno You keep asking this, or variations on it, every so often - people attempt to help you, but you seem reluctant to follow the advice/help offered. Assuming you are on FTTC, can you please reply to the below, and maybe some of us could 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: Slower broadband speeds

PabloBruno — Wed, 27 Mar 2024 18:29:26 GMT

I think I have always accepted their advice as I am desperate for a long-term, stable connection. Here are all the screenshots you requested.

I have no phone and never use the landline so cannot carry out the other tests.

Re: Slower broadband speeds

jab1 — Wed, 27 Mar 2024 18:37:30 GMT

Thanks for this.It appears from that information that you are/have been suffering from xDSL drops, which will account for the reduced speeds experienced. I also note your downstream SNR is very low. How far are you from your VDSL cabinet?

Re: Slower broadband speeds

PabloBruno — Wed, 27 Mar 2024 18:57:48 GMT

I'm afraid to say that I have no idea where the Crouch End VDSL cabinet 10 is.

Re: Slower broadband speeds

jab1 — Wed, 27 Mar 2024 19:00:14 GMT

Do you know where your nearest cab is? - that is usually the one you are connected to.

Re: Slower broadband speeds

PabloBruno — Wed, 27 Mar 2024 19:04:20 GMT

As I say, no idea I'm afraid.

Re: Slower broadband speeds

jab1 — Wed, 27 Mar 2024 19:09:21 GMT

Do you not notice them when out and about - they are big and green?

Re: Slower broadband speeds

Dan_the_Van — Wed, 27 Mar 2024 19:19:29 GMT

I would look here

HTH

Re: Slower broadband speeds

PabloBruno — Wed, 27 Mar 2024 19:35:03 GMT

No. I have lived here 5 years and have not seen one. Hence, that is why I said I did not know where it is.

If it is Lightfoot Road, then that is half a mile away and a ten minute long walk to an area I usually don't go to.

Re: Slower broadband speeds

PabloBruno — Wed, 27 Mar 2024 19:36:11 GMT

Should I keep on here to find out my next steps - or with that information, should I speak to Plusnet and get an engineer to investigate?

Re: Slower broadband speeds

jab1 — Wed, 27 Mar 2024 19:42:58 GMT

@PabloBruno wrote:

No. I have lived here 5 years and have not seen one. Hence, that is why I said I did not know where it is.

If it is Lightfoot Road, then that is half a mile away and a ten minute long walk to an area I usually don't go to.

That distance sounds about right for the data in the BTw report earlier.

My suggestion is:

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/

~~IIf 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.

The above assumes you still have 'normal' landline connection - if you have a SOGEA (internet only) one, just use the second link to report a network issue.

Re: Slower broadband speeds

PabloBruno — Wed, 27 Mar 2024 20:14:25 GMT

I did as requested. The came back (text), saying that, "the line from the network to your home appears to be performing well."

They asked me to text back 'REFRESH', which I did, but I was a then told, "we haven't been able to refresh your connection." So, I followed their instructions of turning my hob off/on and waiting 5 mins.

I just did another speed test and it's back up to 48-51 Mbps.

My concern is that, as has been noted, this keeps happening. Please let me know how I get this investigated further.

Many (continued) thanks.

Re: Slower broadband speeds

jab1 — Wed, 27 Mar 2024 20:25:45 GMT

Bearing in mind that this is more than likely a fault in the Openreach network, it would be interesting to see a Visual Radius graph. At one time, Help Team members would oblige with one of these, plus the results of a line test, but since PN have become merely a 'brand' of the BT Consumer Division, getting such helpful data is a massive struggle - to put it politely.

I suggest you wait until tomorrow, and I'll see if I can catch the eye of a Help Team staffer - but don't hold your breath, they now have to work to ~~GPO Telephones~~ - sorry BT Group - rules.

Re: Slower broadband speeds

PabloBruno — Wed, 27 Mar 2024 20:32:25 GMT

I really appreciate you going above and beyond. I will wait patiently for any feedback/advice.

Fwiw, my take-away from my long list of BT faults is that I find it astonishing that two companies (one owned by the other) have such limited lines of comms in the 21st Century... and both being teleCOMS companies.

Re: Slower broadband speeds

jab1 — Wed, 27 Mar 2024 20:37:10 GMT

Openreach - the arm of the BT Group who own the infrastructure - appear to be managed/directed by the ghosts of GPO Telephones - their attitude, until you get down to those who actually do the job - the engineers - is 'sod the end user, we'll make life as complicated/contorted as possible'.

Re: Slower broadband speeds

PabloBruno — Tue, 02 Apr 2024 14:45:09 GMT

I'm still not holding my breath, but just wondered if you had any joy getting any further with this?

Re: Slower broadband speeds

jab1 — Tue, 02 Apr 2024 14:51:05 GMT

No Help Team staff have picked this up as I hoped they would, but sight of your current Technical Log would help to make me make any further suggestions.

Re: Slower broadband speeds

PabloBruno — Tue, 02 Apr 2024 15:00:42 GMT

Re: Slower broadband speeds

jab1 — Tue, 02 Apr 2024 15:08:56 GMT

Well, you've had no drops, according to that, since your refresh, and the fact that your downstream SNR is still lower than I would expect for your line length, suggests you have good line.

All I can suggest is that you do what I used to when on FTTC, and check that once a day. If the DSL Uptime drops again, repost, but as it stands I don't think there is anything we can do.