topic Re: IP Profile speed drop in Broadband

IP Profile speed drop

caldwellmark83 — Mon, 11 Nov 2024 09:23:24 GMT

Hi, my speeds have dropped quite considerably over the last few days and restarting my router hasn't done anything.

Referencing this thread : https://community.plus.net/t5/Broadband/IP-Profile-speed-drop/td-p/1833996

Seems my line is restricted to only 16Mb download speeds and 20mb upload but as you can see I'm not even getting that (see attached screenshot)

Any idea if there is some restriction on my line that has happened as I need to get this resolved asap as my partner and I both work from home.

I'm on Fibre so should be and I was getting far higher speeds, can anyone help?

Re: IP Profile speed drop

caldwellmark83 — Mon, 11 Nov 2024 09:58:13 GMT

Re: IP Profile speed drop

jab1 — Mon, 11 Nov 2024 10:10:59 GMT

@caldwellmark83 Looking at that you have a problem, definitely. Which router are you using?

Re: IP Profile speed drop

caldwellmark83 — Mon, 11 Nov 2024 10:12:46 GMT

Hi John, thanks for your reply.

I am using Plusnet Hub One.

Re: IP Profile speed drop

jab1 — Mon, 11 Nov 2024 10:25:00 GMT

In that case, can you follow the below, please, although I suspect the result to be 'report a fault'.

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'- if it will run. 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: IP Profile speed drop

caldwellmark83 — Mon, 11 Nov 2024 10:56:00 GMT

Weirdly nothing comes up when I try to search on https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome even just by postcode

And unfortunately, I don't have an ethernet cable so I just ran the test wirelessly again...

and for

For the Hub One -

Navigate from the Home Screen to Troubleshooting > Helpdesk...

and unfortunately, I've no phone to test the line

Re: IP Profile speed drop

jab1 — Mon, 11 Nov 2024 11:00:41 GMT

Pity you don't have a phone, but what you have posted is enough - report a broadband fault via: https://www.plus.net/help/report-a-problem/ and please let us know the response.

Re: IP Profile speed drop

caldwellmark83 — Mon, 11 Nov 2024 11:03:41 GMT

Using the word unfortunately too many times here! but I did try that and I got a message to say I needed to respond with the word FAULT and my landline number but I don't know it and can't find it under my account, I checked under Manage Account and the telephone number listed there is my mobile number

Re: IP Profile speed drop

jab1 — Mon, 11 Nov 2024 11:10:04 GMT

Your phone number is shown on the page that opens when you click 'Manage account details'.

Re: IP Profile speed drop

caldwellmark83 — Mon, 11 Nov 2024 11:13:21 GMT

Yeah that's what's a bit confusing as the Telephone number just has my mobile number in it, when I signed up I got email...

Remember, your new service does not include a home phone


•	If you have a home phone number, you'll lose it as part of this order.

•	There will be no dial tone and you won't be able to make or receive calls, including emergency calls, on your home phone. To dial the emergency services you'll need to use a mobile phone.

•	Any services and personal alarms which are connected to your home phone service will stop working and you'll lose your existing home phone number.

•	If you later decide to switch back to a broadband and landline service, you won't be able to use your previous home phone number and will receive a new phone number.

Your broadband speed

Here's all the speed details you need to know.

Fibre has an average speed of 50Mb download and 9Mb upload.

At peak times, we estimate that you'll get the following speeds on your line:
Download: 64 - 72Mb
Upload: 0.5Mb

Minimum Guaranteed Speed: 58.3Mb.

I think I'm just on the Fibre product, although I thought you still had a phone number with this but in the case of my contract I just can't attach a phone for calls.

Sorry, I find this all a bit confusing so thanks for the help

Re: IP Profile speed drop

jab1 — Mon, 11 Nov 2024 11:16:48 GMT

Ah, so you are on a SOGEA connection, which as you were told does not have a phone element. Your only option in that case is to call in and report the fault - 0330 123 9123.

Re: IP Profile speed drop

caldwellmark83 — Mon, 11 Nov 2024 11:19:38 GMT

Thanks John, I've been googling how to find it out so been going round in circles, I'll give them a call

Re: IP Profile speed drop

Townman — Mon, 11 Nov 2024 15:34:24 GMT

Redacted - someone transposed two digits ...

Thank you @MisterW ... though the speeds being seen match the profile of the transposed digits modulation speed!

Re: IP Profile speed drop

MisterW — Mon, 11 Nov 2024 15:33:08 GMT

I think you've got some 2s and 3s missplaced there @Townman , its reporting 993.2 (VDSL) but to be fair, the upstream does look mighty wrong!

Re: IP Profile speed drop

caldwellmark83 — Mon, 11 Nov 2024 18:34:20 GMT

Getting worse, just carried out another test. Is there any way to escalate on here as seems easier to diagnose and solve with screenshots etc than over the phone?

Re: IP Profile speed drop

jab1 — Mon, 11 Nov 2024 18:41:05 GMT

Have you called them as suggested earlier? You have a problem, and PN have tools at their disposal to investigate and hopefully find a resolution. We on here do not have them, but we can see when there is an issue, and give appropriate advice - which we have tried to do.

Re: IP Profile speed drop

caldwellmark83 — Mon, 11 Nov 2024 18:44:42 GMT

Ahh okay, thank you. I'll give them a call, just been snowed under with work so just seeing if I could try and resolve it through this.

Thank you both for the support

Re: IP Profile speed drop

caldwellmark83 — Tue, 12 Nov 2024 08:53:32 GMT

Engineer due out tomorrow so fingers crossed