topic Re: Connection speed dramatically dropped in Full Fibre

Connection speed dramatically dropped

louisykc — Mon, 13 Dec 2021 15:41:20 GMT

Hi Admins et al

The router is rebooting on average everyday from last Saturday (11/12) and I've gone from a downstream of 65 to 8.7mbps download speed, 15 to 0.3mbps upload speed - which I believe is much below the handback threshold for the line.

Would it be possible for someone to look into this? Reboots happen when you least need them and the download speed is to the point of painful. I think the problem is due to the cable outside.

Many thanks in advance!

Louis

Re: Connection speed dramatically dropped

jab1 — Mon, 13 Dec 2021 16:36:25 GMT

Welcome to the forums, @louisykc Certainly sounds like you have an issue. Any chance you could post the Help Desk tab from your Hub, although it may only tell us what we already know? I know you have posted the Ookla speed test, but could you also post the 'Advanced Diagnostics from BTW Performance Tester , as that is the official speed-tester?

Re: Connection speed dramatically dropped

Mav — Mon, 13 Dec 2021 16:44:10 GMT

Moderator's note(s):

Thread moved from ADSL Broadband to Fibre Broadband.

Re: Connection speed dramatically dropped

louisykc — Mon, 13 Dec 2021 18:03:50 GMT

Now use official speed-tester, thanks.

Re: Connection speed dramatically dropped

jab1 — Mon, 13 Dec 2021 18:08:25 GMT

Thanks, @louisykc - but could you do the same again, but report the 'Additional Diagnostics', please?

Re: Connection speed dramatically dropped

louisykc — Mon, 13 Dec 2021 18:19:20 GMT

Thanks

Re: Connection speed dramatically dropped

jab1 — Mon, 13 Dec 2021 18:23:27 GMT

You have just posted exactly the same message and data on the wrong board. Please run the BTW speed test again, but click the 'Additional Diagnostics' button on that screen, and report that - on this topic.

Re: Connection speed dramatically dropped

louisykc — Mon, 13 Dec 2021 19:22:28 GMT

I test again and report, thanks

Re: Connection speed dramatically dropped

jab1 — Mon, 13 Dec 2021 19:29:06 GMT

Cheers Louis.

That report makes very grim reading - I suspect you have a major problem which will need Plusnet Help Team intervention, but just to confirm, can I ask you for one last screenshot - of your Hub Help Desk page. The picture below should help you find it, but an questions, come back and ask.

Re: Connection speed dramatically dropped

louisykc — Mon, 13 Dec 2021 23:27:46 GMT

Hub Help Desk screenshot

Re: Connection speed dramatically dropped

jab1 — Tue, 14 Dec 2021 07:33:18 GMT

No, no,no, @louisykc - that picture I posted was to help you find your Help Desk, which should give us some detail. You need to log into your Hub and navigate to your Help Desk.

Re: Connection speed dramatically dropped

Gandalf — Tue, 14 Dec 2021 09:39:57 GMT

Thanks for your post @louisykc and welcome to our Community Forums.

I'm sorry to see you're having speed issues. I've tested your line today and the tests are showing a high resistance fault which is likely causing this, so we'd need to arrange an Openreach engineer visit to investigate further.

Could you reply to the ticket I've logged on your account Here with when you'll be available for a visit?

If you can post back once you've responded, I'll make sure we book the engineer as soon as we can.