topic Re: Broadband speed drop in Full Fibre

Broadband speed drop

mickatmian — Sat, 11 Dec 2021 10:59:58 GMT

Hi,

3 months ago my broadband speed was 28mbps it has been steady at around 20+mbps for approximately the last 2 months, since accepting a new contract a few days ago it has dropped below 18mbps. I have reset the router, powered off for a few minutes no change. Can you have a look please?.

Mick

Re: Broadband speed drop

dvorak — Sat, 11 Dec 2021 11:21:53 GMT

Moderators Note

This topic has been moved from ADSL Broadband to Fibre

Re: Broadband speed drop

jab1 — Sat, 11 Dec 2021 11:34:11 GMT

@mickatmian Welcome to the forums. Hopefully one of the Help Team will pick this up at some point, but:

For Community members to be able to help, information from these two sites:-

BT Broadband(obscuring your phone number) and BTW Performance Tester - Over a wired (ethernet) connection please report the 'Additional Diagnostics', and sight of the Help Desk tab would be a start.

It may also be a good idea to report the results of a Quiet Line Test - dial 17070 option 2 from a (preferably corded) phone. After the confirmation of you phone number, there should be total silence apart from the regular 'Quiet Line Test' announcement. Any other noise - report a PHONE fault first.

Re: Broadband speed drop

mickatmian — Sat, 11 Dec 2021 12:04:14 GMT

Thanks jab 1

BTW Performance tester 17.57mbps download 6.16 upload no faults showing today but was showing faults a couple of days ago.

Quite line ok.

Line tester?

Telephone 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)	34.7	22.4	7.1	5	20	Available	Available	--
VDSL Range B (Impacted)	34	20	7	4.7	16.5	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 2.5	--	1 to 4	Available	--
WBC ADSL2+ Annex M	Up to 2.5	Up to 0.5	1 to 4	Available	--
ADSL Max	Up to 2	--	1 to 3.5	Available	--
WBC Fixed Rate	1	--	--	Available	--
Fixed Rate	1	--	--	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 2.5	--	1 to 4	--	--
SOADSL Max	Up to 2	--	1 to 4	--	--
SOADSL Fixed Rate	Up to 1	--	1 to 3.5	--	--

Observed Speeds	VDSL
Max Observed Downstream Speed	19.99
Max Observed Upstream Speed	6.33
Observed Date	2021-12-10

Other Offerings	Availability Date
VDSL Multicast	Available
ADSL Multicast	Available

Premise Environment	Status
Bridge Tap	N
VRI	N
NTE FacePlate	N
Last Test Date	01-12-2021

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

The exchange is not in a current fibre priority programme

Thanks for looking

Mick

Re: Broadband speed drop

mickatmian — Sat, 11 Dec 2021 17:08:43 GMT

Not sure what happened but I posted the requested information around 4hrs ago, but it's not showing.

Can someone look please?

Mick

Re: Broadband speed drop

jab1 — Sat, 11 Dec 2021 17:22:12 GMT

@mickatmian Wonder if it's been caught by the 'spam filter' - it happens sometimes, maybe @Strat or @dvorak can check?

Re: Broadband speed drop

Strat — Sat, 11 Dec 2021 17:37:25 GMT

Moderator's note by Dick (Strat): Message 4 above released from Auto Spam Filter.

Re: Broadband speed drop

jab1 — Sat, 11 Dec 2021 17:45:59 GMT

@mickatmian Thanks for those details, although a screenshot of the BTW Performance Tester is a little more informative than just posting the figures you have - there is detail there which can be useful.

Don't understand your Line tester? query, and you have missed the Hub Help Desk page which is also very useful.

You are obviously a long way from the VDSL box, as you were from the exchange. Are you very rural?

Re: Broadband speed drop

mickatmian — Sun, 12 Dec 2021 10:46:48 GMT

@JAB 1

I am approximately 1k from the VDSL box (fibre box?) and 4k from the exchange so yes very rural. For information my neighbour 80 M further from the box almost never has a problem and constant speed around 24mbps he is with BT not that it should make a difference.

For information.

I have been with Plusnet for a number of years during which time I have had an untold number of Openreach engineers visit the last of which (3months ago) said a section of the copper line had been replaced, the line in was clear and around 31mbps, He also checked my house wiring, box etc no faults, but suspected the router was faulty. Plusnet insisted it was not faulty and reset it from their end which gave me a speed of 28+mbps so I guess the Plusnet engineer was correct. when the router speed dropped to 20ish mbps I contacted Plusnet and was told the line speed was showing 31mbps but as I was still getting more than my 15mbps guaranteed speed they would not do anything! Pathetic really.

I have reset the Hub 1 router etc. before posting. Not sure if it needs a firmware/software update.

I mistakenly? thought the test you asked for was a line test sorry.

Thanks for your help

Mick

As requested

Re: Broadband speed drop

jab1 — Sun, 12 Dec 2021 11:08:34 GMT

Mick, looking at that BTW report above, you should really be getting around the 30Mb/s mark. Distance from the exchange is irrelevant, but over half a mile from the cab will reduce your speeds. Can't remember the distance/speed reduction correlation off the top unfortunately.

The final piece of the jigsaw - for non-PN people to help - is your Hubs Help Desk page - the picture below should help you find it.

Re: Broadband speed drop

mickatmian — Sun, 12 Dec 2021 12:22:02 GMT

Thanks John.

Will try your suggestion later as F1 has just started.

Mick

Re: Broadband speed drop

Gandalf — Mon, 13 Dec 2021 13:53:55 GMT

Thanks for your post @mickatmian

I'm sorry to see you're having speed issues. I've tested your line today and the tests aren't showing definitive causes for this but I can see your speed is artificially restricted to 20mbps by automated software at the cabinet (the green box in the road) so I've arranged for your line to be reset.

This should go through within 3 working days and you should see an improvement afterwards.

Re: Broadband speed drop

mickatmian — Mon, 13 Dec 2021 14:07:35 GMT

Thanks Gandalf

For information the last Openreach engineer said the line was showing clear and removed the cap (around 3 months ago) which gave me a speed around 29mbps so not sure how the cap is back to 20mbps.

Will see what happens.

Mick

Re: Broadband speed drop

adam945 — Mon, 13 Dec 2021 17:02:39 GMT

Hello @mickatmian

DLM is automatic, it's software which will cap the line if it finds that it's unstable. This will explain why the cap was lifted, but has been put back on. If DLM detects quite a few drops on the line, it'll slow it down to preserve stability.

Re: Broadband speed drop

mickatmian — Mon, 13 Dec 2021 17:53:17 GMT

Hi Adam,

Yes I am aware of that, but a drop from 29mbps to 17mbps is unacceptable. Neither does it explain why my neighbour (80M) further from the cabinet has a constant speed around 24mbps.

Mick

Re: Broadband speed drop

Gandalf — Tue, 14 Dec 2021 09:55:16 GMT

Hi Mick,

There would be a wide range of factors to consider between your line and your neighbour's line.

For example, the port you're both on won't be the same, the route the line takes may be different along with the 'pair' quality.

If your speed doesn't improve after the reset or if it drops again then we should arrange an engineer to investigate further.

Re: Broadband speed drop

mickatmian — Wed, 15 Dec 2021 11:04:46 GMT

Hi Gandalf,

Speed has improved to 22.63mbps so I guess the reset has happened, but still slow for the line speed of 30+mbps.

A while ago a Plusnet engineer took me through a router software/firmware upgrade and the speed jumped to the high 20's.

Can that be tried again? or does it indicate a faulty router?

Thanks

Mick

Re: Broadband speed drop

Gandalf — Wed, 15 Dec 2021 13:50:38 GMT

Hi Mick,

I'm sorry to see your speed hasn't improved much.

I'm afraid there's nothing we can do with the router to change the speed it's sync'ing at. We may have helped you alter WiFi settings to try to help your 'throughput' but that wouldn't help here.

Where are you seeing a line speed of 30mbps? Testing your line's showing it's at 24.4mbps.

Unfortunately I don't think there's much more we can do, because the tests aren't showing any issues and you're within the estimated speed range of your line of between 22.4mbps to 34.7mbps shown Here so it's unlikely our suppliers or an Openreach engineer will investigate further. There's also nothing to suggest the router itself is causing this.

It may be worth filling out the fibre availability enquiry form on Openreach's site here https://www.openreach.com/forms/fibre-broadband-availability---customer-form to see if they have any plans with providing you with full fibre (FTTP)

Re: Broadband speed drop

mickatmian — Thu, 16 Dec 2021 09:33:24 GMT

@Gandalf

@Gandalf wrote:

Where are you seeing a line speed of 30mbps?

This from post 9:

__________________________________________________________________________

At least with the current speed (24.42mbps) I can watch Netflix in 4k without dropouts so reasonably satisfied.

Thanks for your help.

Mick

Re: Broadband speed drop

Gandalf — Thu, 16 Dec 2021 09:55:05 GMT

Thanks for getting back to me Mick,

If the engineer was getting 31mbps then this would likely be at the cabinet, so your router would get a lower speed.

While I appreciate the frustration, as your speed is within our suppliers expectations for your line, there really isn't much more we can do as it's likely a further engineer visit will say the same thing or similar.