topic Re: Really slow connection last 2 days @ similar time of day in Full Fibre

Really slow connection last 2 days @ similar time of day

BikerPa — Sun, 16 Dec 2018 14:05:34 GMT

Long standing Fibre user here. Last 2 days during middle of the day speeds down to less than 2Mbps down (similar up) for no apparent reason, absolutely nothing changed here.

(Normal speeds are reliably 22Mbps Down 7Mbps up)

I tried Tweeting to Plusnethelp yesterday with no response.

Speed recovered in the evening sometime between 6-7pm yesterday.

Can someone look into this for me please (I've been on hold on the phone for 30mins+ & can't get through)

Sunday 16th 1pmSaturday 15th similar time

Re: Really slow connection last 2 days @ similar time of day

Baldrick1 — Sun, 16 Dec 2018 14:51:26 GMT

Are you testing over an Ethernet cable or a wireless link?

Re: Really slow connection last 2 days @ similar time of day

BikerPa — Sun, 16 Dec 2018 14:55:21 GMT

Ethernet direct to Draytek router.
Finally got through on phone to support.
Line checks done all fine (which I knew from my router logs & connection diagnostics anyway) already escalated case internally.

Re: Really slow connection last 2 days @ similar time of day

Davexxx — Sun, 16 Dec 2018 17:32:32 GMT

Same problem here late afternoon yesterday/today (East Midlands); unable to complete Plusnet Broadband Troubleshooter tests because none of the suggested speedtesters will load.

The 'Which?' speedtester works, though, with normal results (70 Mbs DL, 17 Mbs UL). E-mail seems fine, too

Intuitively it feels like local demand is overloading the fibre BB network.

Re: Really slow connection last 2 days @ similar time of day

Gandalf — Mon, 17 Dec 2018 10:18:56 GMT

Hi @BikerPa

I'm sorry that you're experiencing speed issues.

I believe I've picked up your DM from over Twitter not long ago.

Essentially following us reporting a fault through to our suppliers, the fault report went through automated diagnostics and came back advising that to progress the fault we'd need to arrange an engineer to visit you.

As per my response, when you get the chance could you try the steps here letting us know how you get on? We'll then progress the fault report on your account to get an engineer arranged to investigate this further.

@Davexxx, I've checked for you and there are no known capacity issues on the part of our suppliers network that your connection is routed through at the exchange. In addition, your line is testing at 79.6mbps with no issues detected.

The speeds you're getting of 70mbps look about right. By recommended speedtester if you mean the BTwholesale one I'm aware of an issue with that where it can give unreliable results.

If you get intermittent slow speeds via other speedtesters, could I ask if your devices connecting over WiFi or straight to the router using an ethernet cable?

If you're using WiFi, would you be able to try a wired connection? This will help narrow down where the problem lies. If your connection is OK that way, then it's likely the issue lies with the wireless signal and I'd recommend trying the steps here: https://community.plus.net/t5/Plusnet-Blogs/How-to-boost-your-wi-fi/ba-p/1450193

If you're still having problems using a wired connection, do you experience the same problem using multiple devices?

Thanks.

Re: Really slow connection last 2 days @ similar time of day

Davexxx — Mon, 17 Dec 2018 12:11:12 GMT

Many thanks - a ticket was submitted yesterday ca 5:15 pm, and is still pending ("The Question 185613357 has been released from hold and sent back to CSC - FTTC Faults - Speed").

a) The 'non-connecting' speedtesters yesterday late afternoon were all of those suggested by the PN Troubleshooter (but all connect 'instantaneously' this morning):

www.speedtest.btwholesale.com
http://www.mybroadbandspeed.co.uk
http://www.thinkbroadband.com/speedtest.html

By 'non-connecting', I mean waiting to connect but not succeeding within say a minute (nor seeming likely to).

b) The BBC web site was ditto, usually 'instantaneous'.

c) I'm using an Ethernet connection - but can't comment on other devices because they weren't in use at the time (2 laptops: inc. one via Netgear 1200PL: typically 50 Mbs DL & 17 Mbs UL)

Re: Really slow connection last 2 days @ similar time of day

BikerPa — Mon, 17 Dec 2018 12:41:01 GMT

Anoush,

Same time of day again (late morning to mid-late afternoon) & speed has dropped again as per my Twitter DM.

Cat5 direct to router on master socket with all internal extensions & other devices disconnected from it.

Was 22Mbps down earlier this AM.

Re: Really slow connection last 2 days @ similar time of day

Gandalf — Mon, 17 Dec 2018 15:07:41 GMT

Thanks for checking.

I think it may be worth booking that engineer to take a look at things. I've updated your fault ticket which you can view and reply to from here: https://www.plus.net/wizard/?p=view_question&id=185610674 with your availability for a visit.

If you drop us a reply here or via Twitter once you've replied we'll be happy to pick it up. -Anoush

Re: Really slow connection last 2 days @ similar time of day

Davexxx — Tue, 18 Dec 2018 16:29:09 GMT

The service seems back to normal now (fingers crossed) and the ticket investigation hasn't traced anything unusual - so it's been closed.

Re: Really slow connection last 2 days @ similar time of day

Jubby — Tue, 18 Dec 2018 16:40:51 GMT

Hi @Davexxx,

I'm glad to hear that the connection speed has returned to normal however, the question on your account will remain open for 14 days. If the issue reoccurs, reply to the ticket and on here so we can pick it up for you as soon as possible for you.

Thank you.

Re: Really slow connection last 2 days @ similar time of day

Davexxx — Thu, 20 Dec 2018 11:15:29 GMT

Can you please re-open Question #185613357, as the slow connection problem has returned. TIA

As before, currently none of the Plusnet-suggested speedtesters connect within a reasonable timescale:

www.speedtest.btwholesale.com
http://www.mybroadbandspeed.co.uk
http://www.thinkbroadband.com/speedtest.html

Although the Which? speedtester does, and reports normal DL/UL speeds (73/17 Mbs).

I've tried the Plusnet Troubleshooter, but it reports:

"Broadband Troubleshooter Unavailable
There is currently a fault open in our systems for your line. This may be as a result of an old fault, or a
system error.
A problem has been raised, and will be investigated by our developers."

Re: Really slow connection last 2 days @ similar time of day

JOLO — Thu, 20 Dec 2018 13:07:02 GMT

Hi @Davexxx,

As the question was closed from the website there's no way for us to reopen this. When it's been closed on the website it also hasn't updated the BT Wholesale fault reference which is why you're getting the troubleshooter error.

I've raised a new ticket and made reference to the previous fault. The testing is similar to the previous fault ticket in which there's nothing that looks to be the cause of the issue, all the profiles are set as they should, the next step on the fault (as long as you've done the standard internal checks) is to book a visit. Please update the new ticket with your availability and we'll get this arranged for you.

Re: Really slow connection last 2 days @ similar time of day

Davexxx — Thu, 20 Dec 2018 15:30:53 GMT

JOLO: "I've raised a new ticket and made reference to the previous fault ..." - many thanks, I've submitted further details.

Re: Really slow connection last 2 days @ similar time of day

JOLO — Thu, 20 Dec 2018 15:47:50 GMT

Thanks @Davexxx,

I've updated it again. You've noted this happens in the evening time, are there particular time spans (3pm-6pm etc,.) as speed drops in that manner could indicate possible REIN related problems (although automated testing wasn't able to detect any REIN).

Re: Really slow connection last 2 days @ similar time of day

Davexxx — Thu, 20 Dec 2018 16:29:55 GMT

JOLO: Thanks again, REIN comment noted.

Not aware of any variation of equipment usage of ours that might be at fault (no Xmas lights this year !)

FYI: Our property telephone wiring was comprehensively replaced by BT Openreach January 2012 (BT Infinity Option 2), due to an earthing problem possibly arising from weathered telephone cabling (installed ca 1982).

Re: Really slow connection last 2 days @ similar time of day

TheMightyAJ — Thu, 20 Dec 2018 16:59:59 GMT

Hi @Davexxx,

I've updated the ticket on your account again regarding this issue. Please let us know once you've been able to read and respond to the ticket so that we can progress the investigation of the fault further.

Re: Really slow connection last 2 days @ similar time of day

Davexxx — Thu, 20 Dec 2018 17:56:39 GMT

Many thanks - have responded with possible slots for an engineer's visit.

Re: Really slow connection last 2 days @ similar time of day

TheMightyAJ — Thu, 20 Dec 2018 18:56:22 GMT

Hi @Davexxx,

Thanks for getting back in touch. I've updated the ticket now.

Re: Really slow connection last 2 days @ similar time of day

Davexxx — Thu, 20 Dec 2018 21:34:32 GMT

Visit booked ... appreciable Internet disruption (slowness) this evening ca 8:00-9:15 pm.

Are there any further diagnostics checks that I can undertake before the engineer's visit, e.g., during problematic phases ? (disregarding the 'non-connecting speedtesters')

Re: Really slow connection last 2 days @ similar time of day

JOLO — Fri, 21 Dec 2018 10:08:13 GMT

@Davexxx,

It's all confirmed. I can't think of anything else you can check (that hasn't already been mentioned). You can always try the old FM/AM radio trick that's described on Kitz (it's a tad out of date; Maplin - okay. Also REIN can cause performance issues)

"~ Is there anything I can do to try track down & identify the source of REIN?

If you suspect there is something interfering with your broadband, get an AM/MW radio and tune it to 612KHz.

If you hold the radio next to an LCD screen for your PC as an example you would hear a distinct noise. This should fade away if you move the radio a quarter to half a meter away. Hold it by your modem/router and you'll hear the DSL signal.

If you get a distinct noise enveloping a larger area, then this may be picked up by your router causing an SNR problem (or even drop of sync). By using the radio you may be able to get an idea of where the noise is coming from. Switch the suspect appliance off & retest your DSL broadband connection. By distinct noise you're looking for a clear buzz, whistle, clicking etc. White noise or a general shhhhh noise is less likely to be the cause of the problem, same as any radio broadcast. (In the south of the UK you may hear a French radio station from around 612KHz.)

Be aware that any noise heard on the radio is not always affecting your DSL connection, and you may still have REIN issues in the area which will not be picked up @ 612Khz as REIN is often notoriously difficult to pin-point. This method can be a bit hazy so don’t rely on it completely by any means.

Xmas lights are a classic cause, as are noisy electrical appliance with a long length of wire which acts as an antennae. Sometimes you can cure it with a ferrite sleeve (that small cylindrical thing you normally see along your monitor cable which doesn't’ seem to do anything) which you can get from electrical suppliers such as Maplin."