topic Re: Slow than expected Line Speed. in Full Fibre

Slow than expected Line Speed.

Butternut — Thu, 03 Feb 2022 13:21:21 GMT

Hi

I joined from Sky on the 24th January, I was previously getting 54/18 speeds for a very long time. My Plusnet speeds are 49/17. On speaking to customer services on the 24th I mentioned to them that I'd of course let the DLM do it's magic over the next 10 days, I was then told this don't happen any more, I thought that was a bit strange as I had read it on these very forums.

Anyway I noticed via my Hub Two panel that my speed wasn't going up or being adjusted in anyway, so I contacted Plusnet last week to query this. I was told that strangely my line was blocked at 48mb, the person said he would manually unblock the line, indeed in my online panel on the Plusnet site, my connection speed changed to 78mb from 48mb, so was told to reboot the router etc with them on the phone, alas this made no difference at all to my actual connection rate, it was exactly the same. I was then told that maybe it was best to let the DLM finish it's 10 days before trying again.

The 10 days are up and my line hasn't moved or even tried to move. I'm not sure what's going now, I'm not after miracles, but was expecting more, I know my line etc was okay, because I had BT spend 4 hours with me changing the internal wiring, changing sockets and testing the line all the way back to the cabinet.

I was hoping someone could please look into this for me, I'll add stats below, if you need anything else, please let me know.

Kind Regards

Re: Slow than expected Line Speed.

Baldrick1 — Thu, 03 Feb 2022 13:34:37 GMT

@Butternut

Have you tried a factory reset of your hub by pushing a paperclip or similar in the reset hole, keeping the switch closed for about 30 seconds?

Have you paid for a fixed IP address?

Re: Slow than expected Line Speed.

Butternut — Thu, 03 Feb 2022 13:52:17 GMT

Hi Baldrick, No to either of the things you mentioned mate.

Re: Slow than expected Line Speed.

Butternut — Thu, 03 Feb 2022 14:05:30 GMT

Hi, I've just done a factory reset on the router as you mentioned, made no difference, here are the router stats:

Re: Slow than expected Line Speed.

Butternut — Thu, 03 Feb 2022 17:35:32 GMT

@Baldrick1 or Plusnet staff got any ideas?

Re: Slow than expected Line Speed.

adam945 — Thu, 03 Feb 2022 17:52:47 GMT

Thanks a lot for getting in touch @Butternut and I'm sorry to hear that you're having issues with your connection speed. I've just had a look through the account and it looks like this matter has been raised with our Technical Support Team, and an engineer visit has been arranged.

Let us know how things go and if you have any further issues at all.

Re: Slow than expected Line Speed.

Butternut — Fri, 04 Feb 2022 16:07:49 GMT

Openreach have been today, after a multitude of tests at the exchange/cabinet and at home, it turns out I'll have to sit on my speed being at the bare minium of the quote, even though the line is superb and can take a lot more, engineer said the Plusnet gear at the exchange is obviously worse then Sky's and is unable to "push" as hard as Sky's, hence why my connection is worse. Not happy. ☹️

Re: Slow than expected Line Speed.

jab1 — Fri, 04 Feb 2022 16:16:59 GMT

@Butternut FYI - 'Plusnet' do not have any gear anywhere - it is all BT's (that engineers employers).

Re: Slow than expected Line Speed.

RealAleMadrid — Fri, 04 Feb 2022 16:40:10 GMT

@Butternut The Openreach engineer has told you a load of rubbish, neither Plusnet or Sky have their own equipment in the exchange on FTTC services it is all Openreach equipment mostly in the street cabinets. I would get back on to Plusnet and ask for an engineer who has some clue about how it all works. The one you had sounds hopeless.

Re: Slow than expected Line Speed.

Butternut — Fri, 04 Feb 2022 16:43:50 GMT

Thanks guys, will do. 👍

Re: Slow than expected Line Speed.

Butternut — Fri, 04 Feb 2022 16:52:39 GMT

I would also like to mention, when he tried to activate the DLM it wouldn't let him, just like Plusnet tried to do from their end, nothing happened. So I'm back to square one, frustrated really as Plusnet and Openreach say my line can handle more, also 2 weeks ago on Sky it was rock solid and higher. 🤔

Re: Slow than expected Line Speed.

adam945 — Sat, 05 Feb 2022 08:20:49 GMT

Thanks a lot for keeping us up to date here @Butternut and I'm sorry to hear that your speeds have not improved following the issues on your line. The previous posts are correct, in that Plusnet don't actually own any of the equipment at the exchange. We are able to influence the connection with equipment there on older accounts, and those with a static IP (L2TP), though your connection is via PTA so this is irrelevant here.

Sky, and some other providers such as TalkTalk are what we call MPF (metallic path facility) providers, so they do in fact use different equipment at the exchange.

Anyway, I've popped your account into my personal workflow and would like to arrange another visit, please respond to the open ticket with your availability, and I'll get it raised.

Give me a nudge on this thread once you have.

Re: Slow than expected Line Speed.

Butternut — Thu, 10 Feb 2022 13:26:15 GMT

Hi Guys
Another little twist in this saga, after a Openreach visit last week, them being very happy with my line and saying I should be syncing faster, along with Plusnet who basically said the same. Seemingly a last resort move was for my "profile" to be changed on Tuesday. Since then, nothing has changed apart from on the Plusnet website, it is now saying that my minimum speed is 36.2 from 43.4! I'm trying to be positive but of course this looks like to me the "goal posts" have been changed, doing me no favours at all, something I'm obviously not happy with.

This today's figures, I'm still actually connected at 49mb and have been since I have asked to reboot the router, in fact the same speed since the day I joined Plusnet (24th Jan) I don't think DLM has ever been active.

Last Week:

Of course by the looks of these adjust figures, I'm doing very well being connected at 49mb, bit of a insult really.

This is my latest check (Today).

Latest Router stats:

I'm just hoping all of this can be sorted at some point.

Re: Slow than expected Line Speed.

adam945 — Thu, 10 Feb 2022 18:34:36 GMT

Pleasure talking to you on the phone today @Butternut

As discussed in our earlier conversation, please disregard the speed estimates on your Member Centre for now, since we changed the way in which speeds are calculated back in November last year, we've found that both estimates and minimum guaranteed speeds are changing on our customer's side, depending on how the line is performing at that given moment. As discussed, we'll always use the initial estimates you were provided with, along with the initial MGS, when investigating faults on the line, which can sometimes lead to a conversation being had about the contract.

In terms of your connection speeds, we did estimate your speeds to be between 48 - 66Mbps, and the line is currently syncing at 49.7 Mbps. I'll attach a graph to this post which also shows that the sync speed has remained constant throughout your time with ourselves.

We've discussed the customer service errors which have taken place on the account, and are now waiting for further engineer notes to be provided tomorrow.

KBD

GEA Test Detail
Circuit ID:

N/A

Service ID:

Test Outcome	Pass
Test Outcome Code	GTC_FTTC_SERVICE_0000
Description	GEA service test completed and no fault found .
Main Fault Location	OK
Sync Status	In Sync
Downstream Speed	49.7 Mbps
Upstream Speed	16.9 Mbps
Appointment Required	N
Fault Target Fix Time
Fault Report Advised	N
Estimated Line Length In Metres	568.3
Upstream Rate Assessment	Reasonable
Downstream Rate Assessment	Low
Interference Pattern	Not Detected
Service Impact	No Impact Observed
Home Wiring Problem	Not Detected
Downstream Policing Discard Rate	0.0
Customer Traffic Level	Upstream and Downstream traffic detected
Technology	VDSL
DP Type	External
NTE Power Status	PowerOn
Voice Line Test Result	Pass
Bridge Tap
Radio Frequency Ingress	Not Detected
Repetitive Electrical Impulse Noise	Not Detected
Cross Talk	Not Detected
Profile Name	0.128M-80M Downstream, Interleaving Low - 0.128M-20M Upstream, Error Protection Off
Time Stamp	2022-02-05T04:15:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	49.6 Mbps	49.7 Mbps	49.6 Mbps
Up Stream Line Rate	16.9 Mbps	16.9 Mbps	16.9 Mbps
Up Time	821.0 Sec	900.0 Sec	899.8 Sec
Retrains	0.0	1.0	0.0

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