topic Re: Speed Reduction since renewing contract. in Full Fibre

Speed Reduction since renewing contract.

dougjbarnes1 — Tue, 16 Nov 2021 21:34:05 GMT

Before my previous contract was up for renewal, I ran a series of speed checks and was getting about 31 M download speeds

Since renewing my contract I find that the speed has dropped to about 28MB, i.e a 12% decrease.

Can anyone make any suggestions why, I've tested both via WiFi and via a direct wired ethernet cable, getting the more or less the same results regardless of connection.

Re: Speed Reduction since renewing contract.

jab1 — Wed, 17 Nov 2021 08:09:54 GMT

@dougjbarnes1 I can see your speed does appear to have reduced, but I would not say it is necessarily due to your contract renewal that has caused it, in fact, I would say it is more of a coincidence.

To examine the situation further, could you post (1) the result of BT Broadband , ensuring your phone number is not showing on the screenshot. (2) the result of the 'Advanced Diagnostics' from BTW Performance Tester , and (3) the 'Help Desk' tab from your Hub, redacting any personal information.

I don't think this will show a problem, but suggest you also do a Quiet Line Test -17070, option 2. After your number is confirmed, all you should hear is the regular 'Quiet Line Test' announcement.

Re: Speed Reduction since renewing contract.

adam945 — Wed, 17 Nov 2021 10:08:58 GMT

Good morning @dougjbarnes1

Thanks a lot for reaching out. Where are you finding your speed test information? If you're getting it from your online Member Centre, you'll find that these value have decreased recently, as we've changed the way in which expected and minimum speeds are calculated. I've just run a broadband test though and can see that the line is syncing at 31.0 Mbps.

As per @jab1 's post, a screenshot of your helpdesk page on your Plusnet Hub One would go a long way here, in my opinion its the way that customers can check out their sync speed.

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	31.0 Mbps
Upstream Speed	8.5 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	821.4
Upstream Rate Assessment	Good
Downstream Rate Assessment	Reasonable
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
Current 15Min Bin Retrains	0
Last 15Min Bin Retrains	0
DP Type	External
Profile Name	0.128M-32.4M Downstream, Retransmission High - 0.128M-10M Upstream, Error Protection Off
Time Stamp	2021-11-04T10:15:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	32.3 Mbps	32.3 Mbps	32.3 Mbps
Up Stream Line Rate	8.2 Mbps	8.4 Mbps	8.4 Mbps
Up Time	862.0 Sec	900.0 Sec	899.9 Sec
Retrains	0.0	1.0	0.0

Re: Speed Reduction since renewing contract.

Mustrum — Wed, 17 Nov 2021 10:24:54 GMT

@adam945 perhaps you missed this bit:

0.128M-32.4M Downstream, Retransmission High

Re: Speed Reduction since renewing contract.

RealAleMadrid — Wed, 17 Nov 2021 10:56:23 GMT

@adam945 As @Mustrum has spotted the line is on a banded profile, confirmed by the Downstream line rates in the GEA test.

Because the line is on retransmission high the Downstream speed of 31Mbs shown near the top of the test is not the true modem sync speed but reduced to about 95% and incorrect.

Re: Speed Reduction since renewing contract.

adam945 — Wed, 17 Nov 2021 18:21:50 GMT

Argh, shoot, thanks a lot for spotting that. Apologies!

I've now raised a DLM reset, so hopefully this should be sorted within the next three working days.