topic Re: Broadband speeds in Full Fibre

Broadband speeds

digg3r — Fri, 04 Feb 2022 09:49:59 GMT

Good morning. I am and have been for a good while, an unlimited fibre extra customer. We used to get the full 66mbps connection. I have recently noticed that although still on the same package we only receive 57 to 59 mbps with an average of 53mbps and guaranteed minimum of 47.8 mbps. quite a drop from the previous 66 mbps we were getting. Is there a reason for this?

Re: Broadband speeds

LaurenB — Fri, 04 Feb 2022 16:10:39 GMT

Hi there @digg3r, I am sorry for the delay in picking up your post and for the issues you have experienced with your speed. I'm sorry for the inconvenience the drop has caused.

It looks like you have since been in touch with our team and a fault detected in the network with an engineer booked in.

Let us know how this goes and please just get back to me if you have any further queries in the meantime.

Re: Broadband speeds

digg3r — Sat, 05 Feb 2022 09:37:01 GMT

Hi, The engineer has been this morning and discovered a damaged cable at the outside connection. He has repaired the damage and the connection is now stable. I have noticed that the ping has increased from 15ms before issue, 25ms with issue to 30ms+ after repair which is strange and not great as I compete in esports and ping plays a huge role in gaming stability. Is there a way in which this could be lowered? My home network is set up correctly with port forwarding and priorities set accordingly. This seems more an isp issue.

Re: Broadband speeds

digg3r — Sat, 05 Feb 2022 09:56:18 GMT

C:\WINDOWS\system32>tracert www.bbc.co.uk

Tracing route to uk.www.bbc.co.uk.pri.bbc.co.uk [212.58.233.254]
over a maximum of 30 hops:

1 1 ms 1 ms <1 ms 192.168.0.1
2 41 ms 22 ms 22 ms 172.16.16.233
3 * 28 ms 28 ms 129.hiper04.sheff.dial.plus.net.uk [195.166.143.129]
4 29 ms 28 ms 28 ms 128.hiper04.sheff.dial.plus.net.uk [195.166.143.128]
5 28 ms 28 ms 28 ms peer2-et3-1-1.slough.ukcore.bt.net [194.72.16.204]
6 30 ms 29 ms 38 ms 195.99.126.225
7 30 ms 30 ms 31 ms ae3.cr02.thdow.bbc.co.uk [132.185.249.12]
8 * * * Request timed out.
9 49 ms 30 ms 31 ms ae2.er01.lbh.bbc.co.uk [132.185.249.7]
10 502 ms 320 ms 361 ms 132.185.252.126
11 30 ms 29 ms 29 ms 212.58.234.3
12 30 ms 30 ms 30 ms 212.58.233.254

Trace complete.

Re: Broadband speeds

digg3r — Sat, 05 Feb 2022 10:13:20 GMT

Another trace, more stable but still twice the ping i used to have

Tracing route to uk.www.bbc.co.uk.pri.bbc.co.uk [212.58.237.254]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.0.1
2 41 ms 22 ms 27 ms 172.16.16.233
3 * * * Request timed out.
4 28 ms 28 ms 28 ms 128.hiper04.sheff.dial.plus.net.uk [195.166.143.128]
5 28 ms 28 ms 27 ms peer2-et-0-1-1.slough.ukcore.bt.net [109.159.252.116]
6 29 ms 28 ms 29 ms 195.99.126.225
7 30 ms 30 ms 30 ms ae3.cr02.thdow.bbc.co.uk [132.185.249.12]
8 30 ms 30 ms 30 ms ae1.cr02.rbsov.bbc.co.uk [132.185.254.13]
9 30 ms 29 ms 29 ms ae0.er02.telhc.bbc.co.uk [132.185.254.105]
10 31 ms 31 ms 31 ms 132.185.255.148
11 49 ms 30 ms 30 ms 212.58.238.4
12 29 ms 28 ms 29 ms 212.58.237.254

Trace complete.

Re: Broadband speeds

adam945 — Sat, 05 Feb 2022 17:37:12 GMT

Hello @digg3r

Thanks a lot for providing us with the information above. For some strange reason, a GEA test doesn't show that the line is banded at 55Mbps, whereas an RRT - which is more accurate, especially with FTTC connections does. The banding is a symptom of a few drops that can be seen over the last few days.

Going forward, I'm going to raise a DLM reset request, which will likely be picked up on Monday, and will be actioned within the next 72 hours.

It's worth noting that interleaving is currently turned on, which is also a likely cause of higher ping times.

Let's see how we get on once the line is reset, and let us know if you have any further issues.

Re: Broadband speeds

digg3r — Sat, 05 Feb 2022 17:45:13 GMT

Thankyou. Both things seem a straight forward fix. Hopefully the line reset will do the trick. Thankyou for your help its appreciated

Re: Broadband speeds

digg3r — Mon, 07 Feb 2022 10:54:08 GMT

(Going forward, I'm going to raise a DLM reset request, which will likely be picked up on Monday, and will be actioned within the next 72 hours.)

Can i ask is that 72hrs from monday or from receiving this message?and will interleaving be turned off for better ping? @LaurenB @adam945 @Gandalf

Re: Broadband speeds

Gandalf — Mon, 07 Feb 2022 10:57:13 GMT

It'll be from today. I added Adam's request for the line reset last night to the tracker we use to collate these requests in bulk. It should be passed across to suppliers at the close of play today and actioned within 72 hours.

Regarding interleaving, this isn't something we can turn off nor can we request to be I'm afraid.

Let us know how it goes.

Re: Broadband speeds

digg3r — Mon, 07 Feb 2022 11:05:26 GMT

OK thankyou, I was under the impression there was a fast path option available to customers if requested. Is this no longer the case?

Re: Broadband speeds

LaurenB — Mon, 07 Feb 2022 14:29:27 GMT

Hiya @digg3r this is not something we're able to do for an FTTC line. I'm sorry for the inconvenience caused.

Re: Broadband speeds

digg3r — Tue, 08 Feb 2022 14:17:44 GMT

Good afternoon, Im assuming the restart has been done as my ping and speed has stabilised. But... We pay for fibre extra @66mbps but still only receiving 55mbps at max. But average 48mbps. We were getting full speed before the contract ended and now we pay more out of contract but seem to have been capped at a lower speed. Can you tell me why we are not receiving the full speed but being charged £43.40 out of contract. that is £15.51 increase for slower connection.

Re: Broadband speeds

adam945 — Tue, 08 Feb 2022 19:50:31 GMT

Hello @digg3r

Thanks a lot for getting back to us. I've just run a test on your line and sync speeds now appear to be back where they were, coming in at around 65.32 Mbps (RRT - always a day behind). I'm keen to see the data rate on your router. If you're using our Hub, can you please log into the Hub Manager and upload a photo of your helpdesk page, making sure that you cover the account username?

Re: Broadband speeds

digg3r — Tue, 08 Feb 2022 19:52:04 GMT

im using my own modem router

Re: Broadband speeds

digg3r — Wed, 09 Feb 2022 08:13:36 GMT

@adam945 @Gandalf Please see attached speed test for this AM. Latency is still higher than before and speeds lower than they were prior to end of contract. There has been "nothing" changed with regards to settings on my router. the only thing that has changed is the price of the service.

VDSL Link	Downstream	Upstream
Connection Speed	58030 kbps	20000 kbps
Line Attenuation	14.1 db	14.0 db
Noise Margin	6.0 db	6.5 db

Re: Broadband speeds

LaurenB — Wed, 09 Feb 2022 09:50:21 GMT

Thanks for getting back to us. I have tested your line today and this does show that the sync speed is at 58mb today. Looking over the account and the testing I'm not seeing anything that has caused this drop.

Going forward, I think we might need to look at sending a further engineer for you to look at this. I have updated your ticket here: https://www.plus.net/wizard/?p=view_question&id=221719235

To rule out the router, have you tried connecting up our router to see if the results are similar?

Re: Broadband speeds

digg3r — Thu, 10 Feb 2022 09:15:23 GMT

I have replied to the ticket.

I no longer have the Plusnet router as it was never reliable.

I can confirm that it is not the router at fault as I have tested using a second router with identical results.

I have also tested the master socket 5c filter plate by purchasing a new filter and trying that with again the same results.

As previously said this reduction in speed seems only to have occurred when we came out of contract. Almost as though we have been capped or throttled for non renewal yet charged extra for the unreliable connection.

In 10 years we have never had an issue with plusnet but I cannot help but feel that if I were to sign back into a contract then the speed and stability we are used to would miraculously reappear.

Following the repair the Openreach engineer said he had tested the line and it was fine and there was no reason for it not to receive the speeds we are paying for and it showed that capability at the property, he also told me isp can and do throttle connections yet in my very first call to PN the customer service member advised me that openreach control the speeds not PN. If i were to sign back into a contract would this "issue" be resolved?

Re: Broadband speeds

adam945 — Thu, 10 Feb 2022 12:11:11 GMT

Thanks a lot for getting back to us @digg3r and I'm sorry to hear that you're still having issues with your connection. Saying that, I can 100% assure you that your service is not determined by the contractual situation on the account. A lot of people do seem to think that for some reason, but it's not true.

Anyway, looking at the broadband profile, it's current showing as 0.128M-80M Downstream, Interleaving Low - 0.128M-20M Upstream, Interleaving On, which suggests that DLM has had to make some adjustments to the line due to the drops that you've been having lately. The slower speeds are a symptom of an underlying issue, which is causing the line to drop quite frequently.

The only way to resolve this is to have an Openreach engineer take another look, please respond to the open ticket on the account with your availability, and we'll get it re-raised.

Re: Broadband speeds

Townman — Fri, 18 Feb 2022 13:43:31 GMT

@adam945 wrote:

... which suggests that DLM has had to make some adjustments to the line due to the drops that you've been having lately. The slower speeds are a symptom of an underlying issue, which is causing the line to drop quite frequently.

Hi Adam,

Given the apparently "good" profile for this line, can you advise if the DLM discern the difference between a line drop caused by an underlaying fault and a line drop caused by a user repeatedly bouncing the link / changing routers in an attempt to get the "right" speed? Is there any discernment here, or is a line drop (for whatever reason) just a line drop?

From the graph you've kindly shared, it is noteworthy that on the two days after requesting the DLM reset, whilst waiting for it to go through there were ZERO resyncs. Also there are no resyncs in the two weeks before the 31st Jan. It would be reasonable to expect the DLM to improve performance after a good many days without a line drop being detected, but also to firmly manage the line for stability if it sees what it might reasonably believe to be numerous fault events.