topic Re: Speed dropped significantly since October in Broadband

Speed dropped significantly since October

Norbert — Wed, 18 Dec 2024 10:31:07 GMT

Hi,

I’ve been with Plusnet on Unlimited Fibre Broadband since November 2021 and had been getting consistent speeds of around 38 Mbit/s d/l.

Plusnet cut me off in error in early October and reinstated, after much faffing, about a fortnight later.

Since then, my speeds have been much lower, around the 30 Mbit/s d/l mark and I’ve had a couple of disconnections lasting at least 12 hours.

This week my speed’s been down as low as 24 Mbit/s d/l and is currently sitting at 27.4 Mbit/s, both of which are below my guaranteed minimum speed.

Nothing has changed with regards to equipment or settings on my end. Router is a Fritzbox 7530 (no change in firmware either).

I’d be very grateful if someone from the Plusnet Help Team could look into this for me.

Thanks very much.

Re: Speed dropped significantly since October

jab1 — Wed, 18 Dec 2024 10:35:43 GMT

@Norbert PN staff support on here is a bit patchy - but

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: Speed dropped significantly since October

Norbert — Wed, 18 Dec 2024 10:48:44 GMT

Thanks John.

All info posted below, as advised. 👍

Re: Speed dropped significantly since October

jab1 — Wed, 18 Dec 2024 10:50:54 GMT

Cheers @Norbert - I have to go out for half an hour or so now, but will have a look at your data later - OK?

Re: Speed dropped significantly since October

Anonymous — Wed, 18 Dec 2024 11:45:52 GMT

@Norbert

"Router is a Fritzbox 7530 (no change in firmware either)."

Are you absolutely certain that your router has not had a firmware upgrade in the past few months? What version firmware do you currently have?

That router is the one that used to be supplied by Zen Internet to their customers, (they now supply the 7530AX that I have).

On another forum site, there is a very long thread about issues people have been having with a firmware upgrade, (to v8.00) to that router, which only seems to affect xDSL connections, (not FTTP), nor the 7530AX either:

https://forums.thinkbroadband.com/zen/f/4765100-fritzos-800.html?view=collapsed&vc=1

Re: Speed dropped significantly since October

Norbert — Wed, 18 Dec 2024 11:52:46 GMT

Hi Mr_Paul,

I am absolutely sure (see pic below). I have disabled auto updates for firmware and always check various forums before considering any update and noted the same comments that you refer to. As far as firmware goes, I'm in the "if it ain't broke, don't fix it" camp.

Re: Speed dropped significantly since October

Norbert — Wed, 18 Dec 2024 12:04:56 GMT

Apologies. Forgot to post the results of the Quiet Line Test. I don’t have a corded phone but dialled 17070, then option 2.

I heard nothing at all other than the 'Quiet Line Test' announcement.

Re: Speed dropped significantly since October

jab1 — Wed, 18 Dec 2024 12:10:02 GMT

@Norbert Thanks for your posted info. Your phone test is good news - at least that side of your line is OK.

However, your DSL uptime is a little disconcerting at only 7 hours - I am assuming you don't intentionally turn it off?

Re: Speed dropped significantly since October

Norbert — Wed, 18 Dec 2024 12:18:30 GMT

@jab1

No, there is a daily auto disconnect 'feature' built into the FRITZ!Box (see pic) that means it disconnects once a day briefly "to prevent the internet service provider from disconnecting you in the immediate future." and although the "Delay disconnection..." check box suggests that this can be turned off, I have confirmed with FRITZ!Box tech support that it actually can not.

It's always been like this though so, in that respect, it's not changed since I was actually having decent speeds.

Re: Speed dropped significantly since October

jab1 — Wed, 18 Dec 2024 12:32:25 GMT

OK - my Fritz!box - on a Zen connection - doesn't have that feature, but to be honest, i don't see why that 'delay disconnection' box cannot be unticked, just leaving you with 'Maintain permanently' filled in. AFAIK, Plusnet don't intentionally disconnect you, and I can only assume that is something possibly unique to their primary market - Germany and possibly other EU members.

In any case, that does not explain why you have only been up for such a short time - your connection should hold for very much longer, unless there is an underlying issue.

Re: Speed dropped significantly since October

Norbert — Wed, 18 Dec 2024 12:39:06 GMT

You'd think so, wouldn't you, but here's the reply I got from AVM tech support.

Re: Speed dropped significantly since October

jab1 — Wed, 18 Dec 2024 12:46:31 GMT

I can't argue with that, although I don't see the logic.

However, I was on FTTC with Zen for 30 months, and my connection stayed up for weeks/months, only losing DSL when they pushed through Fritz!box updates, or there were issues on the BT/OR network.

Re: Speed dropped significantly since October

Dan_the_Van — Wed, 18 Dec 2024 13:00:54 GMT

@Norbert

I would suggest looking at the event log to see if there are any disconnects outside of the configured ones.

Probably found under the System of the GUI

Search for DSL or maybe PPP as there maybe many entries in the log

Re: Speed dropped significantly since October

jab1 — Wed, 18 Dec 2024 13:13:33 GMT

Yep - that is here you find the event log - and it only clears, on my Zen-managed machine when the OS is changed, or if the machine is reset.

Re: Speed dropped significantly since October

Norbert — Wed, 18 Dec 2024 13:38:12 GMT

Thanks. Event Log since 14th December copied below:

18.12.24 13:05:37 Login of user admin to the FRITZ!Box user interface from the IP address 192.168.178.21. [5 messages since 18.12.24 10:22:29]

18.12.24 09:29:16 Alternative DNSv4 server configured. Preferred DNSv4 server: 9.9.9.9, alternative DNSv4 server: 149.112.112.112. This change was made by user "..." on your home network device ... (IP address 192.168.178.21).

18.12.24 09:28:57 The FRITZ!Box settings were changed in the user interface.

18.12.24 09:23:43 Login of user admin to the FRITZ!Box user interface from the IP address 192.168.178.21.

18.12.24 03:13:48 Internet connection established successfully. IP address: 87.114.4.100, DNS server: 212.159.6.9 and 212.159.13.49, gateway: 172.16.16.78, broadband PoP: acc-aln2.llo

18.12.24 03:13:48 Internet connection cleared.

18.12.24 03:13:48 Clearing internet connection briefly to prevent the internet service provider from disconnecting you in the immediate future.

18.12.24 02:27:44 Internet connection established successfully. IP address: 87.114.4.100, DNS server: 212.159.6.9 and 212.159.13.49, gateway: 172.16.16.78, broadband PoP: acc-aln2.llo

18.12.24 02:27:34 PPPoE error: Timeout. [2 messages since 18.12.24 02:27:20]

18.12.24 02:27:13 DSL is available (DSL synchronized with 27387/5946 kbit/s).

18.12.24 02:26:50 DSL synchronization starting (training).

18.12.24 02:26:45 Timeout during PPP negotiation.

18.12.24 02:26:44 Internet connection cleared.

18.12.24 02:26:40 DSL not responding (no DSL synchronization).

17.12.24 20:29:12 Login of user admin to the FRITZ!Box user interface from the IP address 192.168.178.21.

17.12.24 03:58:26 Internet connection established successfully. IP address: 87.114.4.100, DNS server: 212.159.6.9 and 212.159.13.49, gateway: 172.16.16.78, broadband PoP: acc-aln2.llo

17.12.24 03:58:26 Internet connection cleared.

17.12.24 03:58:26 Clearing internet connection briefly to prevent the internet service provider from disconnecting you in the immediate future.

16.12.24 14:12:29 Login of user admin to the FRITZ!Box user interface from the IP address 192.168.178.21. [2 messages since 16.12.24 13:31:27]

16.12.24 03:59:26 Internet connection established successfully. IP address: 87.114.4.100, DNS server: 212.159.6.9 and 212.159.13.49, gateway: 172.16.16.78, broadband PoP: acc-aln2.llo

16.12.24 03:59:25 Internet connection cleared.

16.12.24 03:59:25 Clearing internet connection briefly to prevent the internet service provider from disconnecting you in the immediate future.

16.12.24 03:01:51 Internet connection established successfully. IP address: 87.114.4.100, DNS server: 212.159.13.49 and 212.159.6.9, gateway: 172.16.16.78, broadband PoP: acc-aln2.llo

16.12.24 03:01:50 Internet connection cleared.

16.12.24 03:01:50 Clearing internet connection briefly to prevent the internet service provider from disconnecting you in the immediate future.

16.12.24 01:15:46 Internet connection established successfully. IP address: 87.114.4.100, DNS server: 212.159.6.9 and 212.159.13.49, gateway: 172.16.16.78, broadband PoP: acc-aln2.llo

16.12.24 01:15:36 PPPoE error: Timeout. [2 messages since 16.12.24 01:15:22]

16.12.24 01:15:16 DSL is available (DSL synchronized with 24989/5996 kbit/s).

16.12.24 01:14:52 DSL synchronization starting (training).

16.12.24 01:14:46 Timeout during PPP negotiation.

16.12.24 01:14:46 Internet connection cleared.

16.12.24 01:14:41 DSL not responding (no DSL synchronization).

15.12.24 15:17:30 Login of user admin to the FRITZ!Box user interface from the IP address 192.168.178.21.

15.12.24 03:58:41 Internet connection established successfully. IP address: 87.114.4.100, DNS server: 212.159.13.49 and 212.159.6.9, gateway: 172.16.16.78, broadband PoP: acc-aln2.llo

15.12.24 03:58:40 Internet connection cleared.

15.12.24 03:58:40 Clearing internet connection briefly to prevent the internet service provider from disconnecting you in the immediate future.

15.12.24 03:00:06 Internet connection established successfully. IP address: 87.114.4.100, DNS server: 212.159.6.9 and 212.159.13.49, gateway: 172.16.16.78, broadband PoP: acc-aln2.llo

15.12.24 03:00:06 Internet connection cleared.

15.12.24 03:00:06 Clearing internet connection briefly to prevent the internet service provider from disconnecting you in the immediate future.

15.12.24 02:14:02 Internet connection established successfully. IP address: 87.114.4.100, DNS server: 212.159.6.9 and 212.159.13.49, gateway: 172.16.16.78, broadband PoP: acc-aln2.llo

15.12.24 02:13:52 PPPoE error: Timeout. [2 messages since 15.12.24 02:13:38]

15.12.24 02:13:32 DSL is available (DSL synchronized with 27387/6257 kbit/s).

15.12.24 02:13:06 DSL synchronization starting (training).

15.12.24 02:12:55 Timeout during PPP negotiation.

15.12.24 02:12:54 Internet connection cleared.

15.12.24 02:12:50 DSL not responding (no DSL synchronization).

15.12.24 02:09:10 Internet connection established successfully. IP address: 87.114.4.71, DNS server: 212.159.6.9 and 212.159.13.49, gateway: 172.16.16.78, broadband PoP: acc-aln2.llo

15.12.24 02:09:00 PPPoE error: Timeout. [2 messages since 15.12.24 02:08:47]

15.12.24 02:08:40 DSL is available (DSL synchronized with 27387/6144 kbit/s).

15.12.24 02:08:17 DSL synchronization starting (training).

15.12.24 02:08:12 Timeout during PPP negotiation.

15.12.24 02:08:11 Internet connection cleared.

15.12.24 02:08:07 DSL not responding (no DSL synchronization).

15.12.24 01:26:27 Internet connection established successfully. IP address: 146.90.250.205, DNS server: 212.159.13.49 and 212.159.6.9, gateway: 172.16.16.78, broadband PoP: acc-aln2.llo

15.12.24 01:26:17 PPPoE error: Timeout. [2 messages since 15.12.24 01:26:03]

15.12.24 01:25:57 DSL is available (DSL synchronized with 27387/5913 kbit/s).

15.12.24 01:25:31 DSL synchronization starting (training). [4 messages since 15.12.24 01:18:56]

15.12.24 01:18:51 Timeout during PPP negotiation.

15.12.24 01:18:50 Internet connection cleared.

15.12.24 01:18:46 DSL not responding (no DSL synchronization).

14.12.24 17:08:40 Internet connection established successfully. IP address: 146.90.250.205, DNS server: 212.159.6.9 and 212.159.13.49, gateway: 172.16.16.78, broadband PoP: acc-aln2.llo

14.12.24 17:08:30 PPPoE error: Timeout. [2 messages since 14.12.24 17:08:16]

14.12.24 17:08:10 DSL is available (DSL synchronized with 29873/6302 kbit/s).

14.12.24 17:07:47 DSL synchronization starting (training).

14.12.24 17:07:41 Timeout during PPP negotiation. 14.12.24 17:07:40 Internet connection cleared.

14.12.24 17:07:36 DSL not responding (no DSL synchronization).

14.12.24 14:59:52 Internet connection established successfully. IP address: 147.147.177.253, DNS server: 212.159.6.9 and 212.159.13.49, gateway: 172.16.16.78, broadband PoP: acc-aln2.llo

14.12.24 14:59:42 PPPoE error: Timeout. [2 messages since 14.12.24 14:59:29]

14.12.24 14:59:22 DSL is available (DSL synchronized with 29989/6461 kbit/s).

14.12.24 14:58:58 DSL synchronization starting (training).

14.12.24 14:58:54 Timeout during PPP negotiation.

14.12.24 14:58:53 Internet connection cleared.

14.12.24 14:58:49 DSL not responding (no DSL synchronization).

14.12.24 10:31:52 Login of user admin to the FRITZ!Box user interface from the IP address 192.168.178.21.

14.12.24 10:26:30 The system time was updated successfully by time server 62.113.114.46.

14.12.24 10:26:28 Internet connection established successfully. IP address: 147.147.177.230, DNS server: 212.159.13.49 and 212.159.6.9, gateway: 172.16.16.78, broadband PoP: acc-aln2.llo

14.12.24 10:26:18 PPPoE error: Timeout. [2 messages since 14.12.24 10:26:04]

14.12.24 10:25:57 DSL is available (DSL synchronized with 29989/6400 kbit/s).

14.12.24 10:25:33 DSL synchronization starting (training). [3 messages since 14.12.24 10:21:59]

14.12.24 10:18:56 Login of user admin to the FRITZ!Box user interface from the IP address 192.168.178.21. 14.12.24 10:18:45 DSL synchronization starting (training).

Re: Speed dropped significantly since October

Norbert — Wed, 18 Dec 2024 13:44:19 GMT

I have the Event Log but can't post it in text (it keep getting deleted) and the forum's file upload system won't allow me to add it to a post as a pdf.

Re: Speed dropped significantly since October

jab1 — Wed, 18 Dec 2024 13:48:37 GMT

Are there any repeated instances of PPP drops?

Re: Speed dropped significantly since October

Norbert — Wed, 18 Dec 2024 13:56:51 GMT

Yes. All instances of PPP messages since the 14th are below:

18.12.24 02:27:34 PPPoE error: Timeout. [2 messages since 18.12.24 02:27:20]

18.12.24 02:26:45 Timeout during PPP negotiation.

16.12.24 01:15:36 PPPoE error: Timeout. [2 messages since 16.12.24 01:15:22]

16.12.24 01:14:46 Timeout during PPP negotiation.

15.12.24 02:13:52 PPPoE error: Timeout. [2 messages since 15.12.24 02:13:38]

15.12.24 02:12:55 Timeout during PPP negotiation.

15.12.24 02:09:00 PPPoE error: Timeout. [2 messages since 15.12.24 02:08:47]

15.12.24 02:08:12 Timeout during PPP negotiation.

15.12.24 01:26:17 PPPoE error: Timeout. [2 messages since 15.12.24 01:26:03]

15.12.24 01:18:51 Timeout during PPP negotiation.

14.12.24 17:08:30 PPPoE error: Timeout. [2 messages since 14.12.24 17:08:16]

14.12.24 17:07:41 Timeout during PPP negotiation.

14.12.24 14:59:42 PPPoE error: Timeout. [2 messages since 14.12.24 14:59:29]

14.12.24 14:58:54 Timeout during PPP negotiation.

14.12.24 10:26:18 PPPoE error: Timeout. [2 messages since 14.12.24 10:26:04]

Re: Speed dropped significantly since October

jab1 — Wed, 18 Dec 2024 14:07:32 GMT

Unfortunately, Fritzbox logs are not the most user friendly, but looking at that list, although most of them are early morning, and could be related to that 'feature' - which I'm still not convinced about - the ones on the 14th suggest BT/OR network/infrastructure issues.

To start, try raising a Broadband Fault via: https://www.plus.net/help/report-a-problem/ and let us know the outcome.

Re: Speed dropped significantly since October

jab1 — Wed, 18 Dec 2024 15:16:00 GMT

Looking at that full log, you are definitely having BT/OR connection failures, @Norbert , although I suspect PN will say these are 'of no concern' - I don't agree, but unfortunately, now they are effectively BT in disguise, I doubt they will be very helpful.