topic Re: Profile Check Please in Full Fibre

Profile Check Please

kdcooke — Tue, 08 Feb 2022 22:18:44 GMT

Good evening, I was hoping someone could please check my profile, please? I'm on the fibre extra package and my speed tests always seem to sit in the 40/10 region. It has come to renewal time and I was looking about for deals and even testing details of neighbours, and I think I should be maybe getting better speeds. I changed from 40/10 to 80/20 about 2 yrs ago and never noted any great change in speed. Been with PlusNet for 3 yrs on this line now - always been great and plan to stay that way - just a bit more speed is always handy. Many thanks

Re: Profile Check Please

Baldrick1 — Wed, 09 Feb 2022 09:52:16 GMT

@kdcooke Welcome to the forum.

The very first thing to do is get an estimate of your line’s capability by putting your phone number in here https://www.broadbandchecker.btwholesale.com/#/ADSL

If you need help interpreting the results then post a copy here after obscuring your phone number.

Re: Profile Check Please

kdcooke — Wed, 09 Feb 2022 10:40:52 GMT

Thank you, please see the results attached (hopefully!) Based on those VSDL estimates I should be expecting better...maybe?

Re: Profile Check Please

Baldrick1 — Wed, 09 Feb 2022 11:29:41 GMT

@kdcooke

Do you by any chance have a fixed IP address? If so Plusnet have the capability to set a profile on the line that can get overlooked.

Your line is synching at lower than the expected minimum so raise a fault at https://faults.plus.net.

Re: Profile Check Please

kdcooke — Wed, 09 Feb 2022 11:33:08 GMT

Many thanks for the reply. No fixed IP address. I will follow the link to raise a fault.

Many thanks,

Re: Profile Check Please

Gandalf — Wed, 09 Feb 2022 11:59:56 GMT

Cheers for getting in touch @kdcooke and welcome to our Community Forums.

I'm really sorry to see you're having speed issues. I can confirm you're on 80/20 and we've tested your line and can't find any issues, but I can see your speeds are definitely below where we'd expect.

If you haven't already, could you try plugging your router into the test socket explained Here found behind the faceplate of the master telephone socket, making sure there's no extension cabling between your router and the socket?

If your speed doesn't increase to within the estimated speed range, I'd like to arrange an Openreach engineer appointment with you to investigate further, so could you reply to the ticket I've logged onto the fault you've raised Here with when you'll be available for a visit?

Let us know how it goes, and post back once you've responded, and I'll ensure we book the engineer as soon as we can.

Re: Profile Check Please

kdcooke — Wed, 09 Feb 2022 12:25:23 GMT

Thanks again - I have a dual face plate setup and completely forgot it would have its own test socket behind - apologies! I managed to dig out a filter and after re-testing, things have improved slightly. Im now getting about 45 down and 13 up. With time, potentially, could that improve - allow the line to retrain its self?

Many thanks for all the help

Re: Profile Check Please

Gandalf — Wed, 09 Feb 2022 15:04:24 GMT

Thanks for getting back to me @kdcooke

No problem, potentially but it may be better to arrange an engineer as your sync speed's still below the estimates.

Re: Profile Check Please

kdcooke — Wed, 09 Feb 2022 15:13:06 GMT

Cool, thank you - Fault ticket updated with details.

Many thanks,

Kevin

Re: Profile Check Please

Gandalf — Wed, 09 Feb 2022 15:27:36 GMT

Awesome. No problem Kevin, I can't book the engineer at the moment as our suppliers are carrying out some further diagnostics, but I'll keep an eye on this for you and I'll arrange the visit when I can.

Cheers

Re: Profile Check Please

Gandalf — Wed, 09 Feb 2022 16:30:11 GMT

Hi Kevin,

I've booked the engineer visit and updated the ticket 221836307 with the appointment details.

Let me know how it goes.

Re: Profile Check Please

kdcooke — Wed, 09 Feb 2022 22:16:09 GMT

Thank you very much for booking the engineer in. I will let you know the outcome. Cheers, Kevin

Re: Profile Check Please

Gandalf — Thu, 10 Feb 2022 10:06:07 GMT

Sounds like a plan!

Cheers

Re: Profile Check Please

kdcooke — Fri, 11 Feb 2022 10:10:26 GMT

Good morning. Opernreach engineer has been and gone. He said that the line was testing well beyond the socket and I should be expecting speeds in the region of 50+ from what he could see. He replaced the socket with an updated dual faceplate. Speeds have improved slightly - so now im getting in the region of 44 to 46 down with no real change with the up speeds.

One speed test did show a speed of 55 down + at one point to my surprise, but sadly not seen that speed again yet.

Not sure if the line needs a chance to re-train itself or DLM needs a reset - but things a slightly better than before.

Re: Profile Check Please

Gandalf — Fri, 11 Feb 2022 14:29:36 GMT

Hi Kevin, cheers for the update.

I'm glad to see your speed's increased after the engineer's replaced your master socket though still nowhere near where I'd expect. I've tested your line & the tests aren't showing your speed to be artificially restricted, so I can't request it's reset.

I suspect we'll need to arrange another engineer to investigate further, so I've booked it in for next week and updated the appointment details on the ticket 221836307 but I can always cancel the visit if things improve by itself.

Re: Profile Check Please

kdcooke — Sat, 12 Feb 2022 21:34:38 GMT

Thank you. I'm not sure what else an engineer can do to be honest. I will let you know on the appointment ASAP.

Just to confirm and to help me understand - on the BTW speedtest additional diags does it shows my upload IP profile as 20mbps which makes sense being on a 80/20 service, however my download profile states: 'IP Profile for your line is 44.79 Mbps'. Should the profile be 80mbps? That would make more sense to me. Picture below. Also, I have attached my router stats - in case anything looks interesting.

Using a TP link at the moment - same results with the PlusNet Hub

Re: Profile Check Please

Gandalf — Sat, 12 Feb 2022 21:40:39 GMT

Thanks for getting back to me Kevin,

There could be an issue on the line outside or at the cabinet (the green box) that may be stopping your router from receiving a higher speed.

No problem, the download IP profile should be between 90 to 96% of the sync speed, so it looks correct.

Let me know if you’ve got any further queries.

Re: Profile Check Please

kdcooke — Wed, 16 Feb 2022 11:26:12 GMT

Good morning, the second engineer has been and gone this morning and no real change in terms of speed. A different engineer attended this time and I was told a similar story in terms of the line is good, testing well, no resistance, etc. I did point out what the line is estimated to achieve in terms of speed, but he said its the best my line could obtain. He also confirmed that i'm about 400 to 450m from the cab, again that suggests to me I should be getting better speeds.

Not sure there is much worth in continuing with the fault, as much as it would be lovely to obtain better speeds that I probably should get based on my distance from the cabinet, its stable and it works. I was getting about 47/48 down before today's visit, that's gone back a little bit to 43/44 - hopefully, that will pick back up soon. Upload load remains consistent at 13/14.

1. Product name:	Plusnet Hub
2. Serial number:	+081441+NQ83623388
3. Firmware version:	Software version 4.7.5.1.83.8.263 Last updated 13/03/19
4. Board version:	Plusnet Hub One
5. DSL uptime:	0 days, 00:21:20
6. Data rate:	15702 / 46891
7. Maximum data rate:	15785 / 54372
8. Noise margin:	6.1 / 6.1
9. Line attenuation:	18.7 / 16.8
10. Signal attenuation:	18.6 / 16.8

Re: Profile Check Please

Gandalf — Wed, 16 Feb 2022 15:54:48 GMT

Hi Kevin, cheers for the update.

I'm sorry to see the engineer wasn't able to improve your speeds and they've even dropped a little. I agree with you, in that it'd be great to get better speeds, but based on the engineering investigation and if the speeds you're currently getting don't stop you doing from what you want to do on the internet, it may be best to leave things here.

Personally, on my broadband at home I get around 45mbps which is ~10mbps below my estimated speed range too, and I find that it works well with 4-5 people in the house, so I haven't thought about raising it.

Let me know if you do have further issues or there's anything else you'd need help with and I'll be happy to help.