topic Re: New customer - low speeds in Full Fibre

New customer - low speeds

lewesian — Thu, 09 Dec 2021 10:24:55 GMT

Hi all,

Using My broadbandspeed and speedtest, my new connection is achieving 24~26Mbps down and 1.5-2.2Mbps up.

I was led to believe I'd be getting 60Mbps down and typically around 10Mbps up - this when the line was tested prior to sign-up.

I am connected by ethernet direct to the GigE connections at the back of the Hub One and connected directly to the master socket (with filter).

Phone line sounds very clean - no apparent disturbance.

I am reporting here prior to calling PlusNet customer service

Re: New customer - low speeds

Strat — Thu, 09 Dec 2021 10:55:20 GMT

Moderators Note
This topic has been moved from ADSL Broadband to Fibre Broadband.

Re: New customer - low speeds

lewesian — Thu, 09 Dec 2021 11:11:16 GMT

ADSL to the exchange?

Re: New customer - low speeds

jab1 — Thu, 09 Dec 2021 11:21:19 GMT

Fibre To The Cabinet.

Re: New customer - low speeds

lewesian — Thu, 09 Dec 2021 11:53:48 GMT

DSL from me.

Not sure if anyone has any useful suggestions

Re: New customer - low speeds

jab1 — Thu, 09 Dec 2021 11:57:26 GMT

@lewesian The only copper in the circuit is that between you and the cabinet (green box in the road) - the main trunking is all fibre. Don't quite understand your 'DSL from me' comment.

Re: New customer - low speeds

lewesian — Thu, 09 Dec 2021 12:08:03 GMT

The connection over the copper from the Hub One to the cabinet is ADSL.

Re: New customer - low speeds

lewesian — Thu, 09 Dec 2021 12:15:33 GMT

Hence why I mistakenly posted it in ADSL broadband.

I'd like to think that PlusNet have the light down the fibre to the cabinet sussed.

The ADSL hop is typically the more flakey part and where Telco's often throttle back.

I was hoping for some suggestions, but I'll just call them.

Thanks to all for comments and apologies for mis-posting

Re: New customer - low speeds

jab1 — Thu, 09 Dec 2021 12:21:26 GMT

I don't think you quite understand the technology, but I'll leave you to your beliefs.

Re: New customer - low speeds

lewesian — Thu, 09 Dec 2021 14:32:45 GMT

Why not explain what you think the link is to the cabinet over the copper to the cabinet?

Re: New customer - low speeds

jab1 — Thu, 09 Dec 2021 14:36:44 GMT

I don't quite understand the question you posted above, but can I make a suggestion which may help me help you? Can you post a screen-shot of BT Broadband (hiding/obscuring your phone number) and the 'Advanced Diagnostics from BTW Performance Tester

Re: New customer - low speeds

lewesian — Thu, 09 Dec 2021 15:04:42 GMT

Re: New customer - low speeds

jab1 — Thu, 09 Dec 2021 15:16:37 GMT

Thanks for those two reports. Despite the BTW speed test claiming to be unable to identify a problem, you do have one, in that your upload speed is woefully lacking, and the Availability Checker suggests that you should be getting closer to 40 download.

They look a little inconclusive to me, so, with apologies for asking for more data as I am unable to see what PN Support can, could you (if using the PN supplied Hub), post the Help Desk page from that, along with the WAN log from the Event Log?

Re: New customer - low speeds

lewesian — Thu, 09 Dec 2021 15:28:46 GMT

WAN Log:

16:43:08, 08 Dec.	( 99.170000) WAN operating mode is VDSL
16:43:08, 08 Dec.	( 99.170000) Last WAN operating mode was VDSL
16:43:07, 08 Dec.	( 97.760000) PPP IPCP Receive Configuration ACK
16:43:07, 08 Dec.	( 97.740000) PPP IPCP Send Configuration Request
16:43:07, 08 Dec.	( 97.730000) PPP IPCP Receive Configuration NAK
16:43:07, 08 Dec.	( 97.730000) PPP IPCP Send Configuration ACK
16:43:07, 08 Dec.	( 97.720000) PPP IPCP Receive Configuration Request
16:43:07, 08 Dec.	( 97.700000) PPP IPCP Send Configuration Request
16:43:05, 08 Dec.	( 96.420000) PPPoE is up - Down Rate=31309Kbps, Up Rate=2286Kbps; SNR Margin Down=6.3dB, Up=6.2dB
16:43:05, 08 Dec.	( 96.400000) CHAP authentication successful
16:43:05, 08 Dec.	( 96.340000) CHAP Receive Challenge
16:43:05, 08 Dec.	( 96.340000) Starting CHAP authentication with peer
16:43:05, 08 Dec.	( 96.340000) PPP LCP Receive Configuration ACK
16:43:05, 08 Dec.	( 96.330000) PPP LCP Send Configuration Request
16:43:05, 08 Dec.	( 96.320000) PPP LCP Receive Configuration Reject
16:43:05, 08 Dec.	( 96.320000) PPP LCP Send Configuration ACK
16:43:05, 08 Dec.	( 96.310000) PPP LCP Receive Configuration Request
16:43:05, 08 Dec.	( 96.310000) PPP LCP Send Configuration Request
16:42:53, 08 Dec.	( 83.890000) PTM over DSL is up
16:42:03, 08 Dec.	( 33.950000) WAN Auto-sensing running.
16:17:57, 08 Dec.	( 134.520000) WAN operating mode is VDSL
16:17:57, 08 Dec.	( 134.520000) Last WAN operating mode was VDSL
16:17:56, 08 Dec.	( 133.420000) PPP IPCP Receive Configuration ACK
16:17:56, 08 Dec.	( 133.410000) PPP IPCP Send Configuration Request
16:17:56, 08 Dec.	( 133.400000) PPP IPCP Receive Configuration NAK
16:17:56, 08 Dec.	( 133.390000) PPP IPCP Send Configuration ACK
16:17:56, 08 Dec.	( 133.390000) PPP IPCP Receive Configuration Request
16:17:56, 08 Dec.	( 133.390000) PPP IPCP Send Configuration Request
16:17:55, 08 Dec.	( 132.460000) PPPoE is up - Down Rate=29793Kbps, Up Rate=2324Kbps; SNR Margin Down=6.6dB, Up=6.2dB

Re: New customer - low speeds

lewesian — Thu, 09 Dec 2021 15:31:58 GMT

Re: New customer - low speeds

jab1 — Thu, 09 Dec 2021 15:47:39 GMT

Thanks for those two screen shots. for some reason you appear to be losing authorisation, but not connection to the network.

As a mere Community member, there is unfortunately little more I can suggest, but hopefully one of the Help Team will step in and perform some further checks.

I know they don't always read the full topic, but there is an obvious problem with the upload, and, to me at least, I would be expecting a download profile closer to 40Mb/s given your attenuation.

I am assuming the these tests are over wired (ethernet) connection?

Re: New customer - low speeds

lewesian — Thu, 09 Dec 2021 16:39:44 GMT

Yes, wired directly to one of the ports on the back of the Hub One.

Looking at those figures, I'm not sure how they contracted to provide a minimum of 59Mbps down - maybe they looked at the low figure for impacted VDSL of 67.2?

But I was most interested in the upload speed of ~10Mbps as Zoom calls etc get a bit ropey at lower rates (for the people at the other end).

My comment about throttling back was in respect of Sky - they sent me a new (ADSL) router at one point and my upload dropped from around a barely usable 900kbps to 300kps. After going blue in the face arguing the facts, they remotely turned the wick back up to restore the 900k. It was probably a ploy to sell me fibre.

I was very surprised with the upload rate of around 1.6Mbps with the new PlusNet hub which is not startlingly different to the Sky ADSL.

I called support this afternoon and after running some tests, they made an appointment for someone to come to investigate.

Thanks for your input - it's really helpful to share tools that aid understanding

Re: New customer - low speeds

jab1 — Thu, 09 Dec 2021 16:53:35 GMT

So, are you on an 80/20 product? - if so those figures are shocking, and something - maybe even at the Plusnet end, is horribly wrong.

Sorry, but my experiences of SKY - all family related - have persuaded me not to touch them with a long barge-pole, they are the most untrustworthy ISP I can think of - and there is plenty of competition.

The only way any ISP on the BT infrastructure can 'throttle' you is via the IP profile, although external factors can come into play and make it appear the ISP is at fault.

Not really surprised they have arranged a BT/OR visit, there is definitely something way out of sync. Keep us informed.

Re: New customer - low speeds

adam945 — Thu, 09 Dec 2021 19:38:54 GMT

Hey @lewesian

Thanks a lot for getting in touch and I'm sorry to hear that you're having problems with your connection. I've run some tests on the line this evening which is showing a loop fault inside the property, this is usually caused by a short circuit somewhere, perhaps somewhere in and around the master socket.

I can see that an engineer appointment has been arranged for Saturday, feel free to reach out if you continue to have any issues afterwards.

Re: New customer - low speeds

lewesian — Sat, 11 Dec 2021 13:23:47 GMT

Thanks, Adam
I unscrewed the master socket to access the test socket and remove the load of the house wiring and yes, I can get 50 down and 20 up, which is the ideal.
I’ve removed all phones and checked the phone distribution point (to the house RJ11 points) which looks ok, but with the extra impedance, the rates drop.
Of course, we should expect some load to the VDSL from wiring itself and REN of the phones.
Ideally the house wiring should be fed post-filter at the master socket or from the output of the DSL filter, which is not actually the case.
Let’s see what the engineer has to say, later. Hopefully it’s something obvious.