topic Re: About to renew but with estimated speed reduction? in Broadband

About to renew but with estimated speed reduction?

hunter27 — Tue, 29 Oct 2024 17:43:14 GMT

Hi.

. I am looking at renewing my PN contract that's running out soon, it's unlimited FTTC.

When we started with PN several years ago we were getting around 31mbs which AFAIK was the expected speed at the time but recently the speed has been generally poor even after a new router and 2 engineer visits. I noticed on the renew screen that they now estimate our speed at 18 to 20mbs yet when I look on their website to sign up as a new user or input next doors address the estimated speed suggests I will get 30 to 40mbs.

At the moment it is 20mbs download speed.

Are PN trying to get me to lower my expectations? I am holding off renewing until I find out what's going on?

Thanks for any advice.

Re: About to renew but with estimated speed reduction?

jab1 — Tue, 29 Oct 2024 17:47:19 GMT

Can you post a screenshot of this link, but obscure your phone number. BT Broadband

Re: About to renew but with estimated speed reduction?

hunter27 — Sun, 17 Nov 2024 17:41:31 GMT

Thanks.

Moderator's note by Mike (Mav): Duplicate post released from Spam Filter and subsequently removed.

Re: About to renew but with estimated speed reduction?

jab1 — Tue, 29 Oct 2024 18:41:11 GMT

@hunter27 From that, I get a suspicion. Can you provide a screenshot of your Helpdesk (Hub1) , or Technical Log - Information, (Hub2)obscuring personal details?

Re: About to renew but with estimated speed reduction?

hunter27 — Tue, 29 Oct 2024 18:52:55 GMT

Re: About to renew but with estimated speed reduction?

jab1 — Tue, 29 Oct 2024 19:02:29 GMT

Cheers, @hunter27 . You have a fault somewhere. Please follow the below:

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/

If 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 the only option is to call Plusnet - 0330 123 9123

Re: About to renew but with estimated speed reduction?

hunter27 — Tue, 29 Oct 2024 20:03:35 GMT

Hi John

Thank you for your time and very knowledgeable reply, I have just tried the quiet test, both on the wired phone and the wireless phone, the wired phone has a constant but quiet background hum but it is already there before we even selected option 2, the wireless phone is silent.

I have followed your second option and have just had a reply from a bot saying it is being looked into and they will get back to me.

Many thanks for your help, I will post back when I know more.

Pete

Re: About to renew but with estimated speed reduction?

jab1 — Tue, 29 Oct 2024 20:06:41 GMT

Cheers Pete. It could be a phone problem, but let's wait and see what the investigation reveals.

Re: About to renew but with estimated speed reduction?

hunter27 — Tue, 29 Oct 2024 20:21:35 GMT

They have checked the connection but can't see a fault, they have also refreshed the connection so I will see how it goes for a day or two.

Thanks again Pete

Re: About to renew but with estimated speed reduction?

jab1 — Tue, 29 Oct 2024 20:26:53 GMT

I can assure you there is a fault - your downstream signal to noise ratio is too high, and, unless you have intentionally turned off the router, your uptime is too low.

I'll await further developments.

Re: About to renew but with estimated speed reduction?

hunter27 — Tue, 29 Oct 2024 20:39:49 GMT

Thanks John

I also think there is a fault but its like a foreign language to me. The router has not been turned off apart from last Friday when my wife cut through my electric extension cable while chopping up conifer branches on the ground to fit in the bin🤣

Re: About to renew but with estimated speed reduction?

jab1 — Tue, 29 Oct 2024 20:42:30 GMT

Pete, what did the reply say? Delete any personal stuff in it before quoting. I may be able to interpret it for you.

Re: About to renew but with estimated speed reduction?

hunter27 — Tue, 29 Oct 2024 20:55:44 GMT

Text copied and attached, hopefully.

Re: About to renew but with estimated speed reduction?

jab1 — Tue, 29 Oct 2024 21:03:19 GMT

Thanks, Pete. I suggest you text 'ADVISOR' tomorrow and explain to them that you have had a recent DSL drop - as shown in the Helpdesk picture posted earlier, and that your SNR is elevated, which together indicate a fault in the Openreach network, most likely.

Re: About to renew but with estimated speed reduction?

hunter27 — Tue, 29 Oct 2024 21:08:51 GMT

John.

That is exactly what I will do quoting some of your observations.

Many thanks Pete

Re: About to renew but with estimated speed reduction?

Baldrick1 — Wed, 30 Oct 2024 08:21:19 GMT

@hunter27

Do you have any phone extensions and/or is your hub connected to an extension? If so, remove the front from your BT master socket, you may need to remove two screws. In the back box you will see the test socket. Plug the filter that came with your hub in here connect your hub and see if that fixes the fault that you have on your line.

Re: About to renew but with estimated speed reduction?

jab1 — Wed, 30 Oct 2024 08:27:20 GMT

A possibility, I suppose, @Baldrick1 .

Re: About to renew but with estimated speed reduction?

Baldrick1 — Wed, 30 Oct 2024 08:54:22 GMT

@jab1

Yes it is, I have experience of removing extension wiring resulting in a tripling of the download speed..On this occasion replacing the original single outlet faceplate with a correctly wired filtered version resolved the issue. From memory I initially noticed no increased speed but a higher SNR, this was automatically resolved over the following weeks by the DLM

Re: About to renew but with estimated speed reduction?

MisterW — Wed, 30 Oct 2024 09:25:23 GMT

@hunter27 according to the BTw checker , your Downstream handback threshold (MGALS-Minimum Guaranteed Access line speed) is 32Mb. According to your router helpdesk, the downstream rate is well below that!

I suggest you take @Baldrick1 s advice and check for any wiring issues first. If that doesnt show any improvment then call Plusnet and advise them that your speed is still below the MGALS

Re: About to renew but with estimated speed reduction?

hunter27 — Wed, 30 Oct 2024 10:24:43 GMT

Sorry for the delay. I have done as requested and removed the front of the socket, connected my router directly to the inside socket with the 2mtr long lead to the router and still only getting 20mbs and 19mbs so no better.

The incoming box is an Openreach MK4. The 2 phone extensions are connected internally to the back of the front plate and the router cable is plugged into the front socket outlet.