topic Re: Not Getting Minimum Guaranteed Speed in Broadband

Not Getting Minimum Guaranteed Speed

danlally17 — Thu, 23 Jan 2025 23:14:09 GMT

Hi there

I just joined Plusnet about a month ago. All is going well but I noticed my speeds are always below the minimum guaranteed speed I was given.

The welcome email says:
'At peak times, we estimate that you'll get the following speeds on your line:
Download: 72Mb
Upload: 17 - 18Mb
Minimum Guaranteed Speed: 62.4Mb'

Upload speed is good but download is down a bit. Was hoping the speeds would sort themselves out after a month but no change.

Re: Not Getting Minimum Guaranteed Speed

Townman — Fri, 24 Jan 2025 00:12:42 GMT

Guaranteed speeds are line sync speeds not data transfer speeds.

The only bits the ISP has some degree of influence over is the link speed. End to end speed is predicated on your device, your internal network and the performance of the target test service.

What line speed is reported by the router?

Was the speed test dove using WiFi or an Ethernet cable connected into the router with wifi switched off?

Can you be certain that no other device was using the internet during the test?

Re: Not Getting Minimum Guaranteed Speed

MisterW — Fri, 24 Jan 2025 08:02:37 GMT

@Townman with those estimates , particularly the 72Mb download, I suspect @danlally17 might be on an FTTP 80/20 connection ?

Re: Not Getting Minimum Guaranteed Speed

danlally17 — Fri, 24 Jan 2025 08:14:57 GMT

The router is saying the following:

Downstream sync speed:

57.55 Mbps

Upstream sync speed:

18.999 Mbps

I only have a desktop PC plugged into the router via ethernet cable and my phone on wifi (5ghz). I turned off the wifi, did another test, and got similar results. As mentioned I've been with Plusnet for a month and it's pretty much around the same results when doing weekly tests.

Re: Not Getting Minimum Guaranteed Speed

jab1 — Fri, 24 Jan 2025 08:19:29 GMT

@danlally17 - you have posted in the 'Broadband' - FTTC - board, are you on FTTC or Full Fibre?

Re: Not Getting Minimum Guaranteed Speed

danlally17 — Fri, 24 Jan 2025 08:29:29 GMT

FTTC

Re: Not Getting Minimum Guaranteed Speed

jab1 — Fri, 24 Jan 2025 08:32:50 GMT

In that case, can you post the result from your Technical Log - Information tab, obscuring your username, please?

Navigate from the Home Screen to Advanced Settings > Technical Log > Information

Re: Not Getting Minimum Guaranteed Speed

danlally17 — Fri, 24 Jan 2025 08:37:06 GMT

Attached

Re: Not Getting Minimum Guaranteed Speed

jab1 — Fri, 24 Jan 2025 08:40:33 GMT

Thanks for that. I notice your uptime is very short - have you intentionally rebooted/reset your Hub recently?

Re: Not Getting Minimum Guaranteed Speed

danlally17 — Fri, 24 Jan 2025 08:44:09 GMT

Yes, yesterday, speeds were very slow for an hour or so. So did a reboot, and it seemed to sort itself out after that.

Re: Not Getting Minimum Guaranteed Speed

MisterW — Fri, 24 Jan 2025 08:44:18 GMT

Seems I was wrong about the FTTP possibility...

Re: Not Getting Minimum Guaranteed Speed

jab1 — Fri, 24 Jan 2025 08:50:18 GMT

@danlally17 In that case, given the other data shown in that screenshot, I am wondering if there is a fault on the Openreach circuit somewhere - you are obviously very close to the cab, and should be getting close to the suggested connection speeds.

Re: Not Getting Minimum Guaranteed Speed

outcast — Fri, 24 Jan 2025 09:26:30 GMT

@jab1 wrote:

... I am wondering if there is a fault on the Openreach circuit somewhere

It would be worth eliminating the possibility of an internal issue, such as phone extension wiring, phone handset causing interference, DSL filter playing up, etc, before getting Openreach involved.

@danlally17 can you post your router's technical log again, but with the router plugged in to the BT "TEST" socket ?

Re: Not Getting Minimum Guaranteed Speed

jab1 — Fri, 24 Jan 2025 09:30:36 GMT

Good point, @outcast . However, if the OP has recently moved to PN, he won't have a PSTN phone service, and we are not aware of which master socket he has.

Re: Not Getting Minimum Guaranteed Speed

Townman — Fri, 24 Jan 2025 09:49:50 GMT

@jab1

It is the presence of extension wires which gives rise to issues, not an active PSTN capability. We do not know what was (is) there prior to the change in ISP. There's good reason to suspect that the router is not plugged into the master socket ... of whatever flavour.

We've both been dragged down rabbit holes ignoring the potential impact of internal wiring.

Re: Not Getting Minimum Guaranteed Speed

jab1 — Fri, 24 Jan 2025 09:52:33 GMT

Couldn't agree more, @Townman , but as we don't know the OPs internal setup, maybe we are presuming too much?

Re: Not Getting Minimum Guaranteed Speed

danlally17 — Mon, 27 Jan 2025 18:40:40 GMT

Attached are the results of plugging the router into the test socket.

Re: Not Getting Minimum Guaranteed Speed

Townman — Mon, 27 Jan 2025 18:49:55 GMT

No discernible difference. You are below the MGS - raise a fault report. Use the link below.

Re: Not Getting Minimum Guaranteed Speed

LexLex2020 — Tue, 28 Jan 2025 13:30:45 GMT

Hi @danlally17,

Just tried to give you a bell but couldn't get through to you.

Was hoping to look over the setup with you and look at the next steps.

After testing the line all looks alright, can't see any faults or issues that would be causing the slow sync speeds. Feel free to send a message through or just reply with a good time for me to call you and we can take a look further.

I am in until 6:30pm today and I'm in from 8am - 6:30pm tomorrow.

Thanks, Lex

Re: Not Getting Minimum Guaranteed Speed

danlally17 — Wed, 29 Jan 2025 06:52:10 GMT

Hi Lex

6pm today would be ideal, thank you.