topic Re: Speed dropped by 1/3rd for past week. in Full Fibre

Speed dropped by 1/3rd for past week.

TomB1066 — Tue, 23 Nov 2021 10:04:31 GMT

I have been a plusnet customer for 2 years now and have had no issues with speed or reliability until now. For the past week the speed at my router has dropped from a steady 64mbps to a consistent 39mbps. I do not use the plusnet hub, I use a netgear nighthawk (that isn't the problem!).

It seems my line has been capped down or a max speed test needs to be reinitiated on my line. I would like this fixed please.

Best.

Tom.

Re: Speed dropped by 1/3rd for past week.

jab1 — Tue, 23 Nov 2021 10:13:11 GMT

@TomB1066 What are the results of (1) BT Broadband and (2) BTW Performance Tester - the 'Advanced Diagnostics' page?

Might not help, but does the Nighthawk have a readable main page that gives an overview of network status?

Re: Speed dropped by 1/3rd for past week.

TomB1066 — Tue, 23 Nov 2021 10:17:35 GMT

Hi jab1,

Thanks for quick response. This is what I see for (1) which is consistent with the speed I have been getting for past 2 years given my relative proximity to the street cabinet.

Featured Products	Downstream Line Rate(Mbps)		Upstream Line Rate (Mbps)		Downstream Handback Threshold(Mbps)	WBC FTTC Availability Date	WBC SOGEA Availability Date
Featured Products	High	Low	High	Low
VDSL Range A (Clean)	80	79	20	19	78	Available	Available
VDSL Range B (Impacted)	80	79	20	19	77.5	Available	Available

Featured Products	Downstream Line Rate(Mbps)	Upstream Line Rate (Mbps)	Downstream Range (Mbps)	Availability Date	FTTP Install Process
FTTP on Demand	330	50	--	Available	--

ADSL Products	Downstream Line Rate (Mbps)	Upstream Line Rate (Mbps)	Downstream Range(Mbps)	Availability Date
WBC ADSL 2+	Up to 17	--	10 to 19.5	Available
WBC ADSL2+ Annex M	Up to 17	Up to 1.5	10 to 19.5	Available
ADSL Max	Up to 7.5	--	6.5 to 8	Available
WBC Fixed Rate	2	--	--	Available
Fixed Rate	2	--	--	Available

Other Offerings	Availability Date
VDSL Multicast	Available
ADSL Multicast	Available

Exchange Product Restrictions	Status
FTTP Priority Exchange	N
WLR Withdrawal	N
SOADSL Restriction	Y

Re: Speed dropped by 1/3rd for past week.

jab1 — Tue, 23 Nov 2021 10:21:07 GMT

@TomB1066 Thanks for that. You have not posted an actual screenshot - which is usually a little more helpful. Was there a 'max observed speed' notification on the actual page?

Re: Speed dropped by 1/3rd for past week.

TomB1066 — Tue, 23 Nov 2021 10:32:50 GMT

Apologies. I did it adding my address. Now using tel number.

Featured Products	Downstream Line Rate(Mbps)		Upstream Line Rate (Mbps)		Downstream Handback Threshold(Mbps)	WBC FTTC Availability Date	WBC SOGEA Availability Date	Left in Jumper
Featured Products	High	Low	High	Low
VDSL Range A (Clean)	80	79	20	19	78	Available	Available	--
VDSL Range B (Impacted)	80	79	20	19	77.5	Available	Available	--

Featured Products	Downstream Line Rate(Mbps)	Upstream Line Rate (Mbps)	Downstream Range (Mbps)	Availability Date	FTTP Install Process
FTTP on Demand	330	50	--	Available	--

ADSL Products	Downstream Line Rate (Mbps)	Upstream Line Rate (Mbps)	Downstream Range(Mbps)	ADSL Availability Date	Left in Jumper
WBC ADSL 2+	Up to 14.5	--	12.5 to 16	Available	Yes
WBC ADSL2+ Annex M	Up to 14.5	Up to 1.5	12.5 to 16	Available	Yes
ADSL Max	Up to 7.5	--	6.5 to 8	Available	--
WBC Fixed Rate	2	--	--	Available	Yes
Fixed Rate	2	--	--	Available	--

SOADSL Products	Downstream Line Rate (Mbps)	Upstream Line Rate (Mbps)	Downstream Range(Mbps)	WBC SOADSL Availability Date	Left in Jumper
WBC SOADSL 2+	Up to 14.5	--	12.5 to 16	--	Yes
SOADSL Max	Up to 7.5	--	12.5 to 16	--	--
SOADSL Fixed Rate	Up to 2	--	6.5 to 8	--	Yes

Observed Speeds	VDSL
Max Observed Downstream Speed	48.99
Max Observed Upstream Speed	17
Observed Date	2021-11-10

Other Offerings	Availability Date
VDSL Multicast	Available
ADSL Multicast	Available

Premise Environment	Status
Bridge Tap	U
VRI	N
NTE FacePlate	N
Last Test Date	08-11-2021

Exchange Product Restrictions	Status
FTTP Priority Exchange	N
WLR Withdrawal	N
SOADSL Restriction	Y

It does seem my max observed speed has dropped for some reason.

Re: Speed dropped by 1/3rd for past week.

jab1 — Tue, 23 Nov 2021 11:26:56 GMT

That speed seems a little low, for what appears to be a a close range from the VDSL cab. Can you perform the BTW Performance Tester. Might be an idea to check your voice line - dial 17070, option 2 from a preferably corded phone. After the confirmation of your phone number all you should hear is the regular 'Quiet Line Test' announcement - any other noise at all, report a phone fault first.

Re: Speed dropped by 1/3rd for past week.

TheMightyAJ — Tue, 23 Nov 2021 15:22:58 GMT

Hi @TomB1066,

I'm sorry to hear that you're experiencing issues with the speeds. I've had a look into your account today and whilst I haven't been able to locate any specific fault on the line, I can see that the speed profile is currently capped at around 49Mbps. I'm going to raise a request to lift the speed profile back to it's usual settings, though this may take a few days to complete. In the meantime, had you noticed any issues prior to the lower speeds or has this seemingly come out of nowhere on your end of things?

Re: Speed dropped by 1/3rd for past week.

jab1 — Tue, 23 Nov 2021 15:26:11 GMT

I was wondering about the cause of the drop as well @TheMightyAJ , but as the OP only provided one of the three pices of the jigsaw I asked, I was unable to assist further. Nothing showing on a Radius plot?

Re: Speed dropped by 1/3rd for past week.

TheMightyAJ — Tue, 23 Nov 2021 18:05:34 GMT

Potentially. There had been some drops over the last 30 days, though these seem to have stabilized more recently. Of course it's possible that this is the reason the line was banded, so it's something I'm going to keep an eye on once the change goes through. If the drops return then I think an engineer would be the next best course of action, but we'll see how things go for now and hope for the best

Re: Speed dropped by 1/3rd for past week.

TomB1066 — Wed, 24 Nov 2021 09:18:35 GMT

Dear jab1 and TheMightyAJ,

Thank you both very much for your prompt replies and help on this; I very much appreciate it. The line banding does make sense as I have had building work going on for a few months and that involved the power being off and on quite a bit over the past 6 weeks. From what I now understand from your posts that could have resulted in the false assumption that my line was unstable at the previous speeds of 65mbps and so it was restricted to 40mbps to achieve a stable connection?

To answer your question TheMightyAJ, the speed drop came out of nowhere. No complaints and rock solid for past 2 years until now.

If you could reset my speed to the original unbanded state that would be fantastic. I will keep you posted.

Best,

Tom.

Re: Speed dropped by 1/3rd for past week.

TheMightyAJ — Wed, 24 Nov 2021 12:26:20 GMT

No worries @TomB1066 and thanks for confirming that. I've already put through the request to change the banding on your line and that should complete by the end of the week, though I should state that there isn't any official timescale for this particular procedure, so it may take a little bit longer if more requests than usual have been raised this week. What I'll do is, I'll check back on the account from Monday the 29th of November and run some tests to see if the change has taken affect. I'll contact you via a support ticket to let you know my findings and we'll take whatever actions are necessary from there. If you have any queries or issues in the meantime, just leave a message on here and I'll pick this back up for review as soon as I can

Re: Speed dropped by 1/3rd for past week.

TomB1066 — Wed, 24 Nov 2021 12:36:02 GMT

Awesome! Can't say fairer than that! Great customer service; thank you

Re: Speed dropped by 1/3rd for past week.

TheMightyAJ — Wed, 24 Nov 2021 15:38:13 GMT

No worries at all

Re: Speed dropped by 1/3rd for past week.

TheMightyAJ — Mon, 29 Nov 2021 16:42:30 GMT

Hey @TomB1066,

Just an update on this one - I've run a line test this afternoon and I'm pleased to report that the banding has been removed, with a current downstream sync speed of 79.9Mbps having been recorded. Is this the case from your end of things, or is the speed still looking a bit slow?

Re: Speed dropped by 1/3rd for past week.

TomB1066 — Mon, 29 Nov 2021 22:55:53 GMT

Hi @TheMightyAJ,

Yep all good my end now. Thank you again for fixing this for me. Connection speed now best it has been and stable!

Best,

Tom.

Re: Speed dropped by 1/3rd for past week.

TheMightyAJ — Tue, 30 Nov 2021 08:09:26 GMT

I'm really glad to hear that's the case Tom! If it ever seems to dip down again then just give us a shout and we'll be more than happy to help out.