topic Re: Speed decrease after signing for a new contract in Full Fibre

Speed decrease after signing for a new contract

kwikfix — Tue, 16 Nov 2021 18:23:44 GMT

So after being out of contract for many years but staying with Plusnet I decided to take up a new 18 month contract.

The idea was to decrease my cost yet increase performance as I opted for the faster super fibre option.

Imagine my dismay after 24hrs to find my speed lowered by at least 10 mbps.

So not only did I not get the lower price offered to "new customers" I get my speed slashed.

Not impressed as a long serving customer, hearing friends brag about the super fast speeds they get yet mine is now slower & tied to a contract.

Yes I have done all the tests.

Yes I have waited weeks for it to settle in.

Re: Speed decrease after signing for a new contract

jab1 — Tue, 16 Nov 2021 18:30:27 GMT

@kwikfix If you post screenshot results of BT Broadband - obscuring your phone number, BTW Performance Tester - the 'Advanced Diagnostics' report, and your Hubs Help Desk - obscuring personal details, Community members may be able to advise.

Re: Speed decrease after signing for a new contract

kwikfix — Tue, 16 Nov 2021 18:36:13 GMT

Attached report

Re: Speed decrease after signing for a new contract

jab1 — Tue, 16 Nov 2021 18:38:53 GMT

Thanks - and the other two? - they are needed to build the full picture.

Re: Speed decrease after signing for a new contract

kwikfix — Tue, 16 Nov 2021 18:39:53 GMT

Re: Speed decrease after signing for a new contract

kwikfix — Tue, 16 Nov 2021 18:47:45 GMT

Re: Speed decrease after signing for a new contract

kwikfix — Tue, 16 Nov 2021 18:50:34 GMT

Sorry I didnt understand what the "Hubs Help Desk" is?

Cabinet 25 Winsford Cheshire area if that is any use?

Re: Speed decrease after signing for a new contract

kwikfix — Tue, 16 Nov 2021 18:52:44 GMT

Your broadband service

Product: Unlimited Fibre Extra
Estimated Download Range: 31 - 46Mbps
Estimated Upload Range: 6 - 9Mbps
Minimum Guaranteed Speed: 29.4Mbps
Current Line Speed (Download): 21Mbps

Re: Speed decrease after signing for a new contract

jab1 — Tue, 16 Nov 2021 18:55:22 GMT

@kwikfix A picture paints a thousand words. 😉

Also, was the speed test done over wireless or ethernet, and have you done a Quiet Line Test - dial 17070, option 2 - after your number has been confirmed there should be no noise on the line other than the regular 'Quiet Line Test' announcement.

Re: Speed decrease after signing for a new contract

kwikfix — Tue, 16 Nov 2021 19:03:14 GMT

Ahhhh thank you here you go.

Test was done over ethernet. I was getting 29mbps right before I swapped to faster package yet I received slower performance.

Re: Speed decrease after signing for a new contract

jab1 — Tue, 16 Nov 2021 19:11:35 GMT

Thanks for that - it does appear there is something not quite right. Your D/S noise margin is higher than I would have expected, your uptime is very low - you don't turn the Hub off, do you?, and one vital line is missing - what 'User name' is showing on that page?

Re: Speed decrease after signing for a new contract

kwikfix — Tue, 16 Nov 2021 19:27:11 GMT

I only turn the hub off when experiencing even slower speeds or issues on my network.

My quiet line test was fine btw.

Re: Speed decrease after signing for a new contract

kwikfix — Tue, 16 Nov 2021 19:31:36 GMT

My username shows on the main home page of the hub, doesn't show on that helpdesk page.

Re: Speed decrease after signing for a new contract

jab1 — Tue, 16 Nov 2021 19:36:38 GMT

OK. Do not turn the hub off though, you could eventually persuade the Dynamic Line Management in the cab to think you have a bigger problem than you do, and it may aggressively raise the SNR and reduce your speed, which I kind of suspect it has already started doing, looking at that data.

Good that the phone test is clear, and you have the correct user name in the hub - I was wondering if it hadn't completed setup correctly.

I can only really now suggest you wait for one of the Help Team to pick this up and run some slightly more advanced tests - sorry.

Re: Speed decrease after signing for a new contract

kwikfix — Tue, 16 Nov 2021 19:42:16 GMT

Thanks John. Yep something is certainly not right. I wasn't hoping for miracle jumps in speed maybe the possibility of over 40mbps but certainly not a drop from my consistent 29mbps for years to 19mbps overnight from the switch.

I don't reboot the router on a regular basis as a rule, I did do it tonight after sending you those pics but that was the first time in weeks.

Re: Speed decrease after signing for a new contract

Mustrum — Tue, 16 Nov 2021 19:43:20 GMT

One thing you could do is to locate the test socket, remove the two screws on the Master Socket, plug the router in and repost the help desk tab.

As you have only just upgraded it may be that you do not have a filtered master socket and your speeds could be limited by any extension wiring you have.

If you scroll down on your Help Desk tab you should see your username and other info.

Re: Speed decrease after signing for a new contract

kwikfix — Tue, 16 Nov 2021 19:47:03 GMT

Out of interest what should be expected in regards to "D/S noise margin"?

Re: Speed decrease after signing for a new contract

jab1 — Tue, 16 Nov 2021 19:46:33 GMT

OK, I only queried the Hub situation as it was showing a very short uptime, but you comment rules that out as a factor.

Re: Speed decrease after signing for a new contract

kwikfix — Tue, 16 Nov 2021 19:48:42 GMT

I only have one master socket, my router goes in direct with no extensions & I have no phones plugged in so no filter.

Re: Speed decrease after signing for a new contract

jab1 — Tue, 16 Nov 2021 19:49:15 GMT

I would have expected it to be lower, maybe 6 - 8, but the increased level could be something to do with whatever is happening.

I would give @Mustrum 's suggestion a go too.