topic Re: Download speed maxing out at 73Mbps in Full Fibre

Download speed maxing out at 73Mbps

pb52 — Sat, 10 Dec 2022 13:55:17 GMT

My upgrade to full fibre took place 2 days ago.

The upload speed immedaitely jumped to ~50Mbps. The download speed moved from 50Mbps to ~74, and there it has stayed

I have received the email saying the new service provision is complete but when I log in to my account there are messages everywehere sating that a service change is in progress.

I am not using the Plusnet router. I have an almost brand new Synology RT6600ax. No config changes were needed to connect to the full fibre intead of the FTTC. I have conducted speed tests using a number of providers and the results are the same. My PC has a gigabit NIC and is connected via CAT 6 and a switch but even if I direct connect it to the router, the speed does not change.

I realise the stability period is only 2 days old. Should I expect it to stay this low though? Could I not expect some improvement by now? And if the switch is complete, why does my account say it's still in progress.

I routinely download video files of 1 - 2 GB for editing, which I why I opted for full fibre

Re: Download speed maxing out at 73Mbps

bmc — Sat, 10 Dec 2022 15:16:32 GMT

@pb52

Sounds like the profile on your account hasn't been upgraded for some reason. You should be getting near your chosen speed.

Either phone PN support or wait for a staffer to pick up this thread.

Brian

Re: Download speed maxing out at 73Mbps

RealAleMadrid — Sat, 10 Dec 2022 15:27:41 GMT

@pb52 Has similarities to this thread .....

https://community.plus.net/t5/Full-Fibre/FTTC-to-FTTP-900-Still-on-FTTC-speeds/m-p/1900934#M19898

Although both the download and upload speeds were low in that case perhaps @bobpullen could have a look.

Re: Download speed maxing out at 73Mbps

bobpullen — Sat, 10 Dec 2022 16:20:03 GMT

@RealAleMadrid - I doubt it's the same cause as the increased upload speed is being realised here.

The product change has not completed at our side which may or may not have a bearing on things. I'd force the account change through but I'm not 100% on the correct way to do this and don't want to break anything. One of the Social Team or @Gandalf might be able to help.

I can see an engineer has been booked to attend next week. I could be wrong, but I'd be very surprised if the issue is something an engineer needs on-site access to fix.

Re: Download speed maxing out at 73Mbps

pb52 — Sat, 10 Dec 2022 16:38:43 GMT

Yeah, the engineer booking was the result of my calling Support. They tried to run tests but they wouldn't run. Hence engineer.

One thing I neglected to mention before, I have a static IP. That has carried over.

I've also bypassed the ONT to router Cat 5e cable with a Cat 6, in case it was that, but the speed test results were identical.

The actual download speed I'm seeing eqautes to the advertised speed for the old FTTC connection. I suspect there's an old cap still in place.

Re: Download speed maxing out at 73Mbps

bobpullen — Sat, 10 Dec 2022 16:40:53 GMT

@pb52 - I've dropped you a private message with something to try. Let me know how it goes.

Re: Download speed maxing out at 73Mbps

pb52 — Sat, 10 Dec 2022 16:43:08 GMT

If someone could force through the product change before Tuesday, then I could cancel the engineer visit.

Is that possible please? Pretty please? 🙏 No point having an engineer come here if there's no need

Re: Download speed maxing out at 73Mbps

Gandalf — Sat, 10 Dec 2022 17:53:36 GMT

I’ll take a look for you when I’m next in the office Monday morning, if no-one from social is able to pick this up beforehand (They’re pretty busy atm)

Re: Download speed maxing out at 73Mbps

pb52 — Sat, 10 Dec 2022 18:00:45 GMT

Thanks Gandalf

With @bobpullen's help we have got the download speed up to 129Mbps but that's only 43% of the contracted speed on a gigabit NIC PC connected direct to the router with Cat6. So, something's off

Re: Download speed maxing out at 73Mbps

bobpullen — Sat, 10 Dec 2022 18:06:53 GMT

@Gandalf thanks.

We've made some progress. Test PPP credentials connected at a higher speed and since reverting back to @pb52's normal login details, the same speed uplift has persisted.

Still about half of what we'd expect though.

Edit: posts crossed.

Re: Download speed maxing out at 73Mbps

Gandalf — Sat, 10 Dec 2022 18:20:11 GMT

@bobpullen cool. If you feel comfortable doing this and have the right permissions, assuming the broadband order is completed, try cancelling the scheduled product change and click through the instant product change tool instead. The correct discounts will then need to be manually applied through the ‘easy retentions tool’.

Re: Download speed maxing out at 73Mbps

pb52 — Sat, 10 Dec 2022 18:33:03 GMT

@Gandalf I don't think the order has been properly completed because my dashboard is liberally sprinkled with warnings that I can do <whatever> because an order is already in progress

Paul

Re: Download speed maxing out at 73Mbps

bobpullen — Sat, 10 Dec 2022 20:37:43 GMT

@pb52 - the broadband order itself is complete. I've checked the configuration of your service via our supplier systems to confirm as much. The only thing that isn't complete is the change to your billed account/service at our side. This is irrelevant as far as your speed issue is concerned though. The test account credentials I shared with you are not subject to the same discrepancy and you still have a problem when using those.

Re: Download speed maxing out at 73Mbps

pb52 — Sat, 10 Dec 2022 20:49:41 GMT

So it sounds as though I might need that engineer visit? Faulty ONT?

Re: Download speed maxing out at 73Mbps

bobpullen — Sun, 11 Dec 2022 10:30:17 GMT

Well, the engineer appointment is still booked in. If I'm being honest, I'm still not 100% convinced though. Would be a very peculiar way for an ONT to 'fail'.

I did PM a few other suggestions that you may or may not have yet tried.

Do you have a capable Wi-Fi 6 device, and if so, are the same speed issues evident when situated close to the router and connected over Wi-Fi 6?
Have you tried using both the GIgabit and Multigig WAN ports on the Synology router to connect to the ONT?
Have you ensured that all QoS settings are disabled on the Synology router?
Have you replaced/tried alternative ethenernet cables in all parts of the chain?
You can also try bypassing the router entirely by setting up a direct PPPoE connection on your laptop and plugging it directly into the ONT as per the instruction here (there may be a better guide but this is the first I came across after a quick Google search). You should also be able to confirm the ethernet rate between laptop and ONT in this configuration.

If none of that bears any fruit then I guess we'll have to see what the engineer finds. Personally I'd be asking them to prove full-speed connectivity via a router though if they say nothing is wrong.

Re: Download speed maxing out at 73Mbps

pb52 — Sun, 11 Dec 2022 11:03:32 GMT

@bobpullen said

Well, the engineer appointment is still booked in. If I'm being honest, I'm still not 100% convinced though. Would be a very peculiar way for an ONT to 'fail'.

See below - I think we can cancel the call

I did PM a few other suggestions that you may or may not have yet tried.

Do you have a capable Wi-Fi 6 device, and if so, are the same speed issues evident when situated close to the router and connected over Wi-Fi 6?
- I don't have a capable device
Have you tried using both the GIgabit and Multigig WAN ports on the Synology router to connect to the ONT?
- Yes - no difference
Have you ensured that all QoS settings are disabled on the Synology router?
- Ahah! I disabled Traffic Control (Synology speak for QoS) and the download speed immediately jumped to So that's more like it. Still a fair way off the contracted speed of 300Mbps - only 79% - so there may be othe things we need to do
Have you replaced/tried alternative ethenernet cables in all parts of the chain?
- Yes - done that - no difference
You can also try bypassing the router entirely by setting up a direct PPPoE connection on your laptop and plugging it directly into the ONT as per the instruction here (there may be a better guide but this is the first I came across after a quick Google search). You should also be able to confirm the ethernet rate between laptop and ONT in this configuration.
- That's a useful tip. I'll try that out to eliminate Synology Router issues. Then if the issues are down to Synology I think it would probably be best to talk to the Synology forums because someone will have been here already.
- If the speed doesn't improve when direct connected, I'll raise a fresh ticket with PN support

So I think we CAN cancel the engineers. A big thank you from me for your help with this Bob. I really appreciate it.

Because I have my own router, I declined the PN router. I suppose if I was to get one, I could try substituting it to see if it fixes the issue. If it does, I could always put the Synology router into bridge mode.

Re: Download speed maxing out at 73Mbps

bobpullen — Sun, 11 Dec 2022 11:49:16 GMT

@pb52 - great stuff!

I'll cancel the engineer appointment and should you want us to ship you a Plusnet hub then let me know and I'll arrange it.

Edit: try some other speedtest sites if you haven't already as well. The Wholesale site has a reputation for being a bit 'wonky' on occasion.

Re: Download speed maxing out at 73Mbps

pb52 — Sun, 11 Dec 2022 13:13:31 GMT

@bobpullen Indeed, I tried another speed tester and got:

That's right on the button, so I think we can definitely call this 'case closed'

Re: Download speed maxing out at 73Mbps

pb52 — Sun, 11 Dec 2022 13:15:05 GMT

I'll not ask you to send me a router. There's no point creating electronic waste. Any of the nodes in my mesh can act as router is necessary, so I don't need a backup

Re: Download speed maxing out at 73Mbps

pb52 — Sun, 11 Dec 2022 21:57:03 GMT

@bobpullen Holy Moses! I'm back to square one - download speed has plummeted

Maybe I WILL ask you to send me that router after all !!!!