topic Re: Speeds lower than normal for several weeks in Full Fibre

Speeds lower than normal for several weeks

spinvector — Thu, 25 Nov 2021 10:49:28 GMT

I normally get consistent download speeds of around 40Mbps but for the past few weeks it's been hitting a limit of about 30Mbps. My connection seems stable (up time 43 days - which might have been the point at which this started?) and router is synced at 39.95Mbps. I've eliminated possibility of wifi problems by comparing with direct ethernet connection. My router is connected directly to master socket via a Mk 3 faceplate. I thought it might have been an IP profile issue, but BT Wholesale test reports IP profile is 38.67Mbps.

I'd be grateful for some help with this.

I attach the BT Wholesale report and broadband availability checker.

Re: Speeds lower than normal for several weeks

Baldrick1 — Thu, 25 Nov 2021 10:56:08 GMT

@spinvector Welcome to the forum.

Assuming tht you are using a Plusnet hub try a factory reset by pushing a paperclip or similar in to the reset hole. Keep the switch closed for about 30 seconds then leave it to reset and reconnect.

Re: Speeds lower than normal for several weeks

jab1 — Thu, 25 Nov 2021 11:01:11 GMT

@spinvector Silly question, but are you on Fibre or Fibre Extra - the Performance Tester suggest 40/10, the BTW report suggests 80/20?

Re: Speeds lower than normal for several weeks

spinvector — Thu, 25 Nov 2021 11:05:12 GMT

Just Fibre I think. Should be 40/10.

Re: Speeds lower than normal for several weeks

jab1 — Thu, 25 Nov 2021 11:07:47 GMT

OK - just that your Wholesale screenshot says you had a much higher speed at their last check - obviously not reliable.

Re: Speeds lower than normal for several weeks

spinvector — Thu, 25 Nov 2021 11:26:01 GMT

I reset my router via the pinhole but now it's even worse.... speedtest now reporting 23.88Mbps. (I also restored my router's config from backup, which caused a second reconnect that could have upset the DLM?).

Re: Speeds lower than normal for several weeks

jab1 — Thu, 25 Nov 2021 12:24:25 GMT

Can you post your Hubs Help desk page, obscuring personal details?

Re: Speeds lower than normal for several weeks

spinvector — Thu, 25 Nov 2021 12:39:12 GMT

Attached.

Re: Speeds lower than normal for several weeks

jab1 — Thu, 25 Nov 2021 12:52:19 GMT

Thanks for that - nothing really out of the ordinary showing there - apart fro the D/S SNR which looks a bit high, but that could be because of your low attenuation and closeness to the cab.

Meant to ask at the same time - could you post the WAN log from the Event log tab - if I can't see anything there, I'm afraid you you will need Plusnet Help Team intervention.

Re: Speeds lower than normal for several weeks

Baldrick1 — Thu, 25 Nov 2021 13:01:40 GMT

@spinvector wrote:

I reset my router via the pinhole but now it's even worse.... speedtest now reporting 23.88Mbps. (I also restored my router's config from backup, which caused a second reconnect that could have upset the DLM?).

No, Your hub is in sync at your maximum 40/10 contract speed limit. The only proviso to that is if you are on a fixed IP address and Plusnet have got their cap wrongly set. This is not applicable to the default dynamic IP settings.

I agree with @jab1 . Report a fault at https://faults.plus.net.

Re: Speeds lower than normal for several weeks

spinvector — Thu, 25 Nov 2021 13:14:50 GMT

@jab1 : thanks, event log attached.

@Baldrick1 : Thanks, I am actually on a static IP address.

Re: Speeds lower than normal for several weeks

jab1 — Thu, 25 Nov 2021 13:21:05 GMT

@spinvector Unless @Baldrick1 wants to prove me wrong 😉, you have at least two resyncs on there, but no indication of the connection falling over - strange.🤔

Re: Speeds lower than normal for several weeks

spinvector — Thu, 25 Nov 2021 13:24:35 GMT

@jab1 : I think the resyncs were just today's tinkering - router reset followed by restoring the backup file. Before that I had a 39 day uptime.

Re: Speeds lower than normal for several weeks

jab1 — Thu, 25 Nov 2021 13:29:38 GMT

OK, just that I would have expected the log to report a connection failure if it did a full re-authentication.

Re: Speeds lower than normal for several weeks

Baldrick1 — Thu, 25 Nov 2021 14:00:18 GMT

@jab1

I think that they are only CHAP authentications.

@spinvector

Hopefully a Plusnet staffer will come along and check out that this is not being caused by settings in the Plusnet Static IP servers. Many of the CSA's don't understand that these can cap your download speed if the settings go wonky.

Re: Speeds lower than normal for several weeks

jab1 — Thu, 25 Nov 2021 14:04:17 GMT

@Baldrick1 OK - I admit to not always understanding those log reports, even after all this time.

Re: Speeds lower than normal for several weeks

TheMightyAJ — Thu, 25 Nov 2021 19:38:00 GMT

Hi @spinvector,

I'm sorry to see that the speed has dropped off a bit recently. I've had a look over the account this evening and whilst line tests aren't showing any underlying faults on the line, I have made a slight adjustment to the profile on your account, which may have been causing the issue. If you reboot your router in about an hours time, we should see if this change has made any difference to your speeds. Please let us know if the speeds improve at all and we'll pick this back up for review tomorrow

Re: Speeds lower than normal for several weeks

spinvector — Thu, 25 Nov 2021 22:55:03 GMT

Hi @TheMightyAJ , thanks for that. I've rebooted the router and I'm now seeing around 33 Mbps on the speedtest via ethernet, which is slightly better than I was getting at the top of this thread, but not as close to 40 as I used to get. I'm wondering if it had anything to do with the recent firmware update.

Re: Speeds lower than normal for several weeks

Gandalf — Fri, 26 Nov 2021 14:21:56 GMT

Thanks for getting back to us @spinvector

I'm sorry to see your speeds are lower than where they used to be. I've tested your line today and the tests are showing your router's getting the full 40mbps download and 10mbps upload with the profile our side at the highest of 37mbps.

Looks like you've always had a static IP so I don't think the problem's due to the profile we hold on your account, plus the IP profile of the line will be about that, as that usually sits a few megabit below the sync speed.

When you ran the speed test, was that with your computer plugged straight into your router with no powerline adapters or switches in place? Also were all other devices switched off and nothing else open on your computer?

Re: Speeds lower than normal for several weeks

spinvector — Sun, 28 Nov 2021 11:52:29 GMT

Hi @Gandalf - sorry for the delay getting back to you. Yes, I tested with the computer plugged directly into the router (which connects to the master socket via a mk3 faceplate). I repeated the test making sure all other devices were off or in airplane mode on a freshly booted linux box with no other applications running and the best I get is 34.2Mbps (and pretty much the same via wifi), which I guess is OK.

In fact I just tried an actual file download and got a reported 4.2 MBps (as opposed to the <3MBps I had for the past few weeks), which is what I'm used to seeing, so I think things are now back to normal. Thanks for your help, and also to @jab1 , @Baldrick1 , @TheMightyAJ