topic Re: Getting average 68 Mbps before renewal in Full Fibre

Getting average 68 Mbps before renewal

mexicano — Fri, 03 Dec 2021 09:16:39 GMT

Hi,

I had a 2 year FTTC contract in which I got, on average, 68 Mbps speed, but a few days after I renewed my contract in October I am now getting between 45 and 53 Mbps.

I know that it's still a good speed but can someone please check my line and see if something has gone wrong that I have been reduced from 68 Mbps?

Thank you

Re: Getting average 68 Mbps before renewal

LaurenB — Fri, 03 Dec 2021 13:05:02 GMT

Hiya @mexicano, thanks for getting in touch. I am sorry to hear that you have experienced a drop in the speeds you're seeing.

I have tested the line and this is showing that you have a current sync speed of 57.4mb though the tests haven't highlighted anything that may have caused the drop.

If not already, I would recommend to get connected to the test socket for the time being and monitored for a couple of days, to see if that makes any improvement. You can find help on connecting to the test socket here: https://community.plus.net/t5/Library/Testing-From-The-Master-Socket/ba-p/1322242

Let us know how you get on!

Re: Getting average 68 Mbps before renewal

mexicano — Fri, 03 Dec 2021 13:24:10 GMT

Hi @LaurenB

I've been connected to the test socket for several weeks and my desktop pc has always been connected via cable, that's the reason why I'm now questioning the drop in speed.

I know that I'm within the "achievable" speed but I just wanted to know if it might have been set by PN as I was already getting about 68 before renewing my contract on October.

I don't understand how it dropped JUST a few days after agreeing to renew!?

Re: Getting average 68 Mbps before renewal

djcjuk — Fri, 03 Dec 2021 13:39:47 GMT

I had a similar problem yesterday (2nd Dec) I normally get over 70 Mbps but yesterday it dropped to 50 to 48 Mbps. It has recovered today and now back to normal. I hope your drop is a temporary like mine!

Re: Getting average 68 Mbps before renewal

mexicano — Fri, 03 Dec 2021 13:42:51 GMT

@djcjuk Glad to hear that yours went back up the next day but mine's been down since October.

Re: Getting average 68 Mbps before renewal

LaurenB — Fri, 03 Dec 2021 17:05:05 GMT

Hiya @mexicano, thanks for getting back to me and confirming you are in the test socket.

I have just rested your line and this now shows a sync speed of 60mb. As the current profile is also set at 60mb this now suggests your line is banded.

I have sent off a request to have the line unbanded for you, though please note this can take up to 72 working hours to be complete.

Let us know how things are after then!

Re: Getting average 68 Mbps before renewal

mexicano — Sun, 05 Dec 2021 09:52:52 GMT

@LaurenB I got a call from PN yesterday telling me that "Fault ID: 606363 updated
- Engineer visit was updated and set to Yes"

So now an engineer in coming on Monday between 1pm and 6pm.

Your unbanding request seems to have been overridden?

Re: Getting average 68 Mbps before renewal

TheMightyAJ — Mon, 06 Dec 2021 12:00:40 GMT

Thanks for getting back to us @mexicano. An engineer visit won't override the DLM reset request, in fact in may even result in it being carried out by the engineer whilst they're on their visit. Please let us know how things go today and we'll be happy to pick this back up for review with you

Re: Getting average 68 Mbps before renewal

mexicano — Mon, 06 Dec 2021 16:56:25 GMT

The openreach engineer has just left and he did all the tests and couldn't find anything wrong. I'm still getting 48-50 Mbps instead of the 68-72 before I renewed my contract

Maybe the unbanding will kick it up as @LaurenB and you @TheMightyAJ mentioned?

I'll give it a few more days and cross my fingers.

Re: Getting average 68 Mbps before renewal

LaurenB — Tue, 07 Dec 2021 09:00:56 GMT

Thanks for getting back to us, I'm sorry the engineer wasn't able to locate the cause of the drop for you. As the request to unband was sent off Friday Evening, this should have hopefully complete by the end of tomorrow. If things are still the same by Thursday, get back to us so we can take another look for you.

Re: Getting average 68 Mbps before renewal

mexicano — Tue, 07 Dec 2021 09:07:34 GMT

Hi @LaurenB I spoke to the engineer last night and he did suggest that I should get myself a new router. I know that's probably a long shot but I did see that PN are now sending out Hub Two to new customers, should I invest in one of those too?

Maybe I can persuade PN to send me one to replace the one that I have now?

Re: Getting average 68 Mbps before renewal

LaurenB — Tue, 07 Dec 2021 12:11:53 GMT

Thanks for getting back to me. At the moment, the Hub Two is only available for new customers or customers that are re-contracting so our team wouldn't be able to order one to replace your Hub One at the moment. It doesn't look like your router is that old so wouldn't have thought that would be causing drop in speed.

We will see how things go once the banding has been lifted

Re: Getting average 68 Mbps before renewal

mexicano — Fri, 10 Dec 2021 19:03:14 GMT

Hi @LaurenB Just to update you I don't know if the unbanding did anything but my upload is now 56 Mbps, so that is a bit faster? 🤔

Shame but I guess I will have to live with it.

Re: Getting average 68 Mbps before renewal

LaurenB — Mon, 13 Dec 2021 10:12:02 GMT

Good Morning @mexicano, I'm really sorry for the delay in getting back to you.

It looks like the sync speed increased over the weekend and it's now at 70.4mb, how do things seem your side?

Re: Getting average 68 Mbps before renewal

mexicano — Mon, 13 Dec 2021 10:45:18 GMT

Hi @LaurenB I just did a test and I get 61 Mbps. At least it's over the 60 mark and better than the 50 I was getting before.

Maybe it will improve even more over time?

Will starting the router help?

Thanks Lauren

Re: Getting average 68 Mbps before renewal

LaurenB — Mon, 13 Dec 2021 13:56:35 GMT

Thanks for getting back to me, just to check when you ran the test, nothing else was using the WiFi and nothing downloading/ updating in the background?

You could certainly try a reboot and see if you get closer to the 71mb we are seeing (I'd expect you to be able to see approx about 67/68mb your side based on this sync.

Let us know how this goes.

Re: Getting average 68 Mbps before renewal

mexicano — Mon, 13 Dec 2021 14:16:57 GMT

Thanks @LaurenB I disconnected the in house display for the smartmeters and rebooted the router and got 66 Mbps.

I'm more than happy with help that you guys have given me.

Hopefully it will stay up here or maybe even better later on.

Thanks again

Re: Getting average 68 Mbps before renewal

LaurenB — Mon, 13 Dec 2021 16:57:44 GMT

Thanks for the update! Pleased to hear of the increase!

If you do have any further queries at all, please do just get back to us and hope you have a good evening

Re: Getting average 68 Mbps before renewal

mexicano — Wed, 02 Feb 2022 08:53:02 GMT

Hi @LaurenB

I'm back

My speed has dropped again to 51-54 Mbps! Can you please check to see if my line has been "banded" again?

This is getting to be quite annoying. I had great speed of 69 Mbps after you and @TheMightyAJ intervened last month and now it's dropped back down to 54.

Thanks for any help

Re: Getting average 68 Mbps before renewal

adam945 — Wed, 02 Feb 2022 11:44:04 GMT

Thanks a lot for getting in touch again @mexican and I'm sorry to hear that you're still having issues with your line speed. I've just checked the line, both on a GEA test and on the RRT, and can confirm that it's not been banded by Openreach.

Saying that, you're on an L2TP profile, which means your connection speed is also influenced by our internal profile, which was pretty low, in and around 53Mbps. I've just reset this so please run another speed test (wired preferably) and let us know how you get on.

To be honest, and in my opinion anyway, checking out the data rate on your Plusnet hub Manager is the best way to see what speed the line is syncing at.