topic Re: Slow speeds and drop out in Full Fibre

Slow speeds and drop out

dartilov — Mon, 06 Sep 2021 14:30:29 GMT

I like many have been experiencing much slower speeds than usual, expected and paying for of late. Initially, I raised a ticket due to a "battery" fault on the line that got sorted out earlier this month.

Having seen the comments of a number of people on this, I carried out some checking and analysis and got the following results.

I have a new TPlink Archer A7 router and completed the tests on ethernet.

Re: Slow speeds and drop out

dartilov — Mon, 06 Sep 2021 14:35:50 GMT

Exchange Info here

Re: Slow speeds and drop out

LaurenB — Mon, 06 Sep 2021 17:39:08 GMT

Hiya @dartilov, thanks for getting in touch. I am really sorry to hear you have noticed a decrease in your speeds.

I have tested your line today and this hasn't highlighted any fault; we're seeing a sync speed of 73.3mb. With that being said, we are seeing a few drops in your connection over the last few days.

If not already done so, I would advise to have a run through our troubleshooting here: https://www.plus.net/help/broadband/connection-troubleshooting/ and log a fault here: https://faults.plus.net should the issue persist.

Re: Slow speeds and drop out

dartilov — Tue, 07 Sep 2021 18:38:13 GMT

Good evening

I carried out a test directly into the master socket this evening and the results/performance is attached.

Initially on this and Ookla test the performance gets to the high 50's or low 60's then drops to 30 - 40 mbps and this is backed up by the attached.

Kind regards

Andy

Re: Slow speeds and drop out

TheMightyAJ — Wed, 08 Sep 2021 10:47:59 GMT

I'm sorry to hear that you're experiencing these issues @dartilov. Did you have the chance to carry out any troubleshooting steps before running these tests last night?

Re: Slow speeds and drop out

dartilov — Wed, 08 Sep 2021 17:22:23 GMT

Yes, I did.

Disconnected everything snd then only had the router connected and the pc via ethernet to carry out a speed test.

Kind regards

Andy

Re: Slow speeds and drop out

TheMightyAJ — Thu, 09 Sep 2021 12:52:18 GMT

Thanks for getting back in touch. I've raised a support ticket on your account regarding this, which can be accessed here. Please let us know once you've had the chance to read and respond to the ticket and we'll pick this back up for review as soon as possible.

Re: Slow speeds and drop out

dartilov — Wed, 27 Oct 2021 21:05:36 GMT

Good evening

My speeds seemed to sort itself out but I am experiencing a real issue now with video conferencing and packet loss is causing any connection to freeze be it in zoom, teams, whats app or mesenger chat conferencing.

I have sort out help from the community but no joy.

I am using a TP Link Archer A7 Version 5.0 Dual Banf=d Router connected to a ECI BT Open Reach Modem. I don't have a PlusNet Router to try this but perhaps this could be a solution to the issue.

Would it be possible to be sent one?

Re: Slow speeds and drop out

adam945 — Thu, 28 Oct 2021 07:39:16 GMT

Good morning @dartilov

Thanks a lot for reaching out, while I'm glad to see that your speeds have now improved, I'm sorry to hear that you're having packet loss issues. As I'm sure you can understand, it's quite often pretty difficult to establish exactly where the packet loss is happening, and our network is not always the source of this particular issue.

Nonetheless, a change in your router is a good place to start, so I've just ordered a new Plusnet Hub One to be sent out to you, which should arrive in 3-5 working days. On this occasion, all associated fees have been waived.

Re: Slow speeds and drop out

dartilov — Sun, 31 Oct 2021 11:30:11 GMT

Good morning

The Hub One is now up and running but the same issue persists with freezing of any video conferencing on all platforms.

It has to be an issue with the connection to the property from the cabinet via the pole that is causing the very high packet loss.

Can this be looked at again at the earliest possible opportunity?

Kind regards

Andy Heron

Re: Slow speeds and drop out

Gandalf — Sun, 31 Oct 2021 14:39:47 GMT

Hi Andy,

I'm really sorry to see you're still having issues with your throughput and getting packet loss.

I'd like to arrange a broadband engineer from Openreach with you to investigate further.

Could you reply to the ticket I've re-opened on your account Here or the text we've sent with when you'd be free for a visit?

If you can post back once you've responded, I'll make sure we book the engineer as soon as we can.

Re: Slow speeds and drop out

dartilov — Sun, 31 Oct 2021 16:26:01 GMT

Have responded back to the text, thanks.

Re: Slow speeds and drop out

Gandalf — Sun, 31 Oct 2021 18:59:57 GMT

Thanks Andy.

I've booked your engineer appointment and updated the ticket as well as text you with the appointment details.

We'll follow things up with you as soon as we can after the visit but feel free to let us know how it goes.

Re: Slow speeds and drop out

dartilov — Tue, 02 Nov 2021 20:35:49 GMT

Good evening

I can confirm that the BT engineer attended site today and carried out a thourough internal test of the system and carried some repairs and retested to a satisfactory conclusion.

However, despite all this happening the freezing of video conferencing sites such as Zoom, Teams, What's App and Facebook Messenger are sadly still in existence.

The engineer did not that the actual line from the closest telegraph pole does not directly connect to our property but first goes to next door before making a short length to our property, The reason given was that the 2 closest poles seem to still be in excess of 68 metres from the house and therefore a shorter run to to next door was the solution and then on to us. I also asked him that if nothing was found it the property to to be at fault (and he confirmed it wasn''t), could it be this line that could be impacting on our issue? He said this could be a possibility but would need a seperate engineer to check as this was an external issue rather than internal.

I am saddened that my issue persists despite eveything seeming working fine but, with my wife currently doing an online Masters degree and also embarking on delivering online courses to fee paying students and me starting an online post graduate course soon it is essential that we have a reliable service that we can be confident in.

I do hope that this can be sorted quickly and we can once again, enjoy the full service, that we are paying for.

Kind regards

Andy Heron

Re: Slow speeds and drop out

Gandalf — Fri, 05 Nov 2021 11:13:48 GMT

Hi Andy, thanks for getting back to us.

To follow on from the private message you've sent, I'm sorry to see you're still experiencing problems. I thought I'd post back as it'll allow other people from the community to chip in with advice if they're able to help you.

With your laptop plugged straight into the router using an ethernet cable, were you having issues video calling on Zoom and WhatsApp or have you just tried that over WiFi?

Also if you go to your router's settings at 192.1.68.1.254 could you tell us what firmware version your router's running on?

Re: Slow speeds and drop out

dartilov — Fri, 05 Nov 2021 17:39:31 GMT

I have tried it both wireless and wired and no difference with the quality. The software is as follows:

Re: Slow speeds and drop out

adam945 — Sat, 06 Nov 2021 15:31:10 GMT

Thanks a lot for getting back to us @dartilov

Thanks also for letting us know which firmware your router is running at the moment. It's outdated, so I've popped your details over to our products team will be pushing a firmware update through within the next 5 working days or so.

Tests on the line have not picked up any issues whatsoever, and the engineer notes from the previous appear to show a normal working line. The thing about video conferencing apps, is the over-utilisation of your upload speed, which has a knock on effect on your download speed. If you're using a camera, are you able to lower the video quality slightly?

Also, I'd like to see what speeds your router is receiving from the network, as my tests are showing a download sync speed of 77Mbps. Please follow the instructions below, and send me a photo, covering up all personal information.

1. Ensure your device is connected to the router via WIFI or Ethernet, open up a web browser and type 192.168.1.254 into the URL field.

2. You should now be on your Plusnet Hub One Manager. Select Troubleshooting, then on the sub-menu, select HelpDesk. You'll then be asked to enter the admin password, which can be found on the router itself.

3. Scroll down until you find data rate, send across the values you see if you can.

KBD

GEA Test Detail
Circuit ID	NA	Service ID


Test Outcome	Pass
Test Outcome Code	GTC_FTTC_SERVICE_0000
Description	GEA service test completed and no fault found .
Main Fault Location	OK
Sync Status	In Sync
Downstream Speed	77.1 Mbps
Upstream Speed	20.0 Mbps
Appointment Required	N
Fault Report Advised	N
NTE Power Status	PowerOn
Voice Line Test Result	Pass
Radio Frequency Ingress	Not Detected
Repetitive Electrical Impulse Noise	Not Detected
Cross Talk	Not Detected
Estimated Line Length In Metres	372.5
Upstream Rate Assessment	Very Good
Downstream Rate Assessment	Very Good
Interference Pattern	Not Detected
Service Impact	No Impact Observed
Home Wiring Problem	Not Detected
Downstream Policing Discard Rate	0.0
Customer Traffic Level	Upstream and Downstream traffic detected
Technology	VDSL
DP Type	External
Profile Name	0.128M-80M Downstream, Error Protection Off - 0.128M-20M Upstream, Error Protection Off
Time Stamp	2021-11-02T23:15:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	77.1 Mbps	77.3 Mbps	77.3 Mbps
Up Stream Line Rate	20.0 Mbps	20.0 Mbps	20.0 Mbps
Up Time	774.0 Sec	900.0 Sec	899.6 Sec
Retrains	0.0	1.0	0.0

Radius

Re: Slow speeds and drop out

dartilov — Sat, 06 Nov 2021 16:02:00 GMT

Re: Slow speeds and drop out

LaurenB — Mon, 08 Nov 2021 09:34:50 GMT

Hiya @dartilov, thanks for getting back to us. I'm sorry for the continued issues with your service and for the delay in getting back to us.

Everything is looking all good and testing today again shows no issues. Hopefully once the firmware update is pushed through this could help with any wireless problems but given that you are having issues with your wired connection, it does sound like there is something somewhere.

We can certainly look to send a further engineer and I have updated the open ticket here: https://www.plus.net/wizard/?p=view_question&id=217798090. If you add a reply, let us know and we can pick that up for you.