topic Re: Router sync speed is 40 down, 2 up in Broadband

Router sync speed is 40 down, 2 up

matthews — Wed, 23 Oct 2024 22:30:13 GMT

Not sure if we've ended up stuck on an old profile, but the Plusnet HubOne is only connecting at 40 down, 2 up. Wired speedtest confirms this. BT Wholesale checker reckons the line should be capable of a lot more than that. FTTC connection, not sure how far I am away from the cabinet though. Happy to DM the username to whoever needs it (it's a family member, so not _my_ account).

Re: Router sync speed is 40 down, 2 up

Anonymous — Thu, 24 Oct 2024 05:21:50 GMT

@matthews

What broadband package does the family member have?

I think that Plusnet had a package that was limited to 40 down / 10 up, though when I just checked my own line I was only offered the 80mbps version, so the 40mbps version may have been withdrawn for new customers?

If your family member is on the 40/10 package, then whilst the BT Wholesale checker may say that the line is capable of supporting much higher speeds, they will not achieve them without upgrading their service.

Re: Router sync speed is 40 down, 2 up

matthews — Thu, 24 Oct 2024 06:20:21 GMT

Thanks for the reply, but it's not the 40 down I'm questioning, it's the 2 up...

There was an old 40/2 profile which was removed back in 2017 in favour of 40/10

Re: Router sync speed is 40 down, 2 up

jab1 — Thu, 24 Oct 2024 06:27:05 GMT

@matthews Has this connection always been as slow on the U/L, or is it a recent development?

Re: Router sync speed is 40 down, 2 up

matthews — Thu, 24 Oct 2024 06:38:35 GMT

@jab1 Not sure, I only got involved recently after experiencing the speed first-hand! It's been slow to use for at least the last month.

Set up a DMZ so that I could monitor latency from the outside and it's... struggling!

Re: Router sync speed is 40 down, 2 up

jab1 — Thu, 24 Oct 2024 06:42:52 GMT

Yikes! Which router are they using, and are they on a contract, or paying the standard out-of-contract rates.

That TBB graph suggests there are issues. Are they heavy users, or just 'normal' - email and general browsing?

Re: Router sync speed is 40 down, 2 up

Dan_the_Van — Thu, 24 Oct 2024 06:46:04 GMT

@matthews

As it's a Hub One can you post a screen shot of the >Troubleshooting >Help Desk. Make sure you redact your broadband username.

The graph looks like a busy network

EDIT: are you using a wired target device?

Re: Router sync speed is 40 down, 2 up

jab1 — Thu, 24 Oct 2024 06:46:47 GMT

Missed the Hub1 reference in the first post.

Re: Router sync speed is 40 down, 2 up

Anonymous — Thu, 24 Oct 2024 06:47:57 GMT

@matthews

FYI, when I was having issues with Upload speed a few years ago, the "official" BT / Plusnet policy was "We do not guarantee Upload speed".

The problem was, we didn't have any upload at all - not even a few kb/sec!

I had to explain to "Tech Support" how the internet worked, and that not having any upload at all meant that it was completely non-functional.

They wouldn't accept that, but as I suspected it must have been an issue further into the network, (not just my line), because it magically fixed itself a few hours later.

If you do end up reporting an Upload fault, I would be interested to hear what the response is now.

Re: Router sync speed is 40 down, 2 up

matthews — Thu, 24 Oct 2024 06:57:27 GMT

@jab1 Yeah it's a Hub One. Don't know any details about contract yet, but BT checker reckons full fibre is available so I think that's going to be the next step. Usage is browsing, social media, streaming, gaming (when they can!). No torrenting or big downloads (apart from games).

@Dan_the_Van Yes the DMZ destination is wired. I thought at first the graph was down to a busy network but I'm pretty sure they're not awake 24/7 😴

@Anonymous Thanks for the heads up. I've always found Plusnet support to be great for my own account in the past (had some line quality issues before the move to full fibre) but I did notice that only download speed was guaranteed. There's YouFibre available in the area as a nuclear option...!

Re: Router sync speed is 40 down, 2 up

Dan_the_Van — Thu, 24 Oct 2024 07:02:58 GMT

@matthews

Are you able to post a screen shot of the Hubs Helpdesk page? It will be a good indication to the state of your connection and data usage

To avoid confusion it looks like this

Re: Router sync speed is 40 down, 2 up

Baldrick1 — Thu, 24 Oct 2024 07:10:58 GMT

@matthews

It sounds like the account has reverted to an old profile. You will either have to wait for a Plusnet Help Team member to come along or ring in. If you ring in. You will need to have been registered as an authorised person by the account holder or have the account holder with you.

Note that if you ring in there is a risk that you will speak to one of the less experienced agents who will tell you that you that the download is meeting the contracted speed and the upload is not guaranteed. If this happens you may need to be persistent.

Re: Router sync speed is 40 down, 2 up

matthews — Thu, 24 Oct 2024 07:19:14 GMT

Just got them to send over a screenshot. Would appear that the sync speed is worse than it was the other day (which rules out my old profile theory).

Re: Router sync speed is 40 down, 2 up

Dan_the_Van — Thu, 24 Oct 2024 07:31:40 GMT

@matthews

21 ~~minute~~ hour DSL uptime does not look good, I would suggest using the fault reporting bot, this would need to be performed on the mobile phone registered on the account

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

EDIT: hour not minutes DSL UP time

Re: Router sync speed is 40 down, 2 up

jab1 — Thu, 24 Oct 2024 07:26:39 GMT

@matthews I suspect they have a fault - the DSL uptime is low, and D/S SNR high.

Re: Router sync speed is 40 down, 2 up

matthews — Thu, 24 Oct 2024 07:30:55 GMT

I think that's hours rather than minutes, but it does seem to reset itself quite frequently (and it's not the router being power-cycled).

I'm hoping someone from Plusnet can pick it up from this as I'm not visiting again for a few weeks, but at some point I'll try and get me added as an authorised person. I had a really good experience with the SMS based fault reporter for my own line, but that's already tied to my account so I can't use that for them on their behalf. Not sure there is a mobile registered on their account yet.

Thanks community for your assistance 😊

Re: Router sync speed is 40 down, 2 up

jab1 — Thu, 24 Oct 2024 07:34:19 GMT

@matthews Unless @willcutforth spots this, I doubt you will be lucky with the Help Team, sadly.

Re: Router sync speed is 40 down, 2 up

Dan_the_Van — Thu, 24 Oct 2024 07:36:28 GMT

Yes I just noticed my mistake, not had my morning cup of tea!

You can use https://faults.plus.net

You need the members centre username and password for this. (broadband username without the @plus.net, same password)

Re: Router sync speed is 40 down, 2 up

SammyM — Fri, 25 Oct 2024 13:03:03 GMT

Hiya @matthews

I'm sorry you are having issues with your line, can you pop me your username over in a DM and we will take a look into this for you.