Declining broadband speeds
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- Re: Declining broadband speeds
Declining broadband speeds
06-07-2019 6:16 PM
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Over the last few weeks my broadband download speed has declined steadily by about 25% for reasons unknown.
I tried to raise a support ticket to query this, but I can no longer find the relevant part of the Plusnet website - where's it gone please?
I tried the Chat instead. It was like watching paint dry - after 15 mins the 'agent' had not even got into my account! In the end I had to go elsewhere, so I left a message asking for the answer to my query to be e-mailed to my address - nothing so far 😞
Perhaps someone somewhere from Customer Support can pick up on this for me please and respond? Thanks !
Re: Declining broadband speeds
07-07-2019 2:21 PM
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Hi @Nemo2000,
Sorry to hear about your speed issues. Unfortunately there's no easy way to raise a support ticket via the website any longer though this direct link does still currently exist. Once we raise one on your account you'll be able to access if via the member centre and respond as usual.
I'll provide some test results below for you, but it might be worth giving us some speed tests and indication of what your speed expectations are for the line, or what you've been able to achieve.
Line estimates:
Your exchange profiles:
Your line test:
The line looks to be performing fine and within limits, although the mean time between errors is low which could indicate a potential issue though we'd need all the standard internal checks completing before we took the matter any further.
Re: Declining broadband speeds
07-07-2019 4:16 PM
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How could MTBE values over 2000 possibly be deemed low? Even an MTBE of 200 would be absolutely fine!
Re: Declining broadband speeds
07-07-2019 4:37 PM
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@ejs,
The MTBE on a connection should always be as close to 86400 as possible. The more inconsistent and lower it is it is the more likely there's errors on the line that are happening intermittently and outside of the times that the tests are being run (which in this case shows errored seconds being 0). A MTBE of 200 would indicate every 200 seconds the line is erroring which would not be absolutely fine.
Re: Declining broadband speeds
07-07-2019 4:57 PM
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Thanks for the link - I've posted a question there.
I'm afraid all the stats mean nothing to me 🙂
Re: Declining broadband speeds
07-07-2019 6:15 PM
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@JOLO wrote:
The MTBE on a connection should always be as close to 86400 as possible. The more inconsistent and lower it is it is the more likely there's errors on the line that are happening intermittently and outside of the times that the tests are being run (which in this case shows errored seconds being 0). A MTBE of 200 would indicate every 200 seconds the line is erroring which would not be absolutely fine.
I'm sorry but this indicates that your understanding of errors on a DSL line is seriously flawed. ADSL is absolutely not aiming for there to be zero errors per day. A moderate amount of errors are completely normal and to be expected.
If what you said were the case, then you will be thinking that the MTBE on pretty much every ADSL line in the country is too low. And this is what seems to happen every time someone from Plusnet looks at an MTBE figure on these forums, so I'm beginning to suspect some training at Plusnet must be flawed.
OK so the retransmission on FTTC lines does tend to aim for substantially lower error rates, but this is ADSL.
Re: Declining broadband speeds
07-07-2019 7:43 PM - edited 07-07-2019 7:52 PM
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@Nemo2000, Thanks for creating that ticket. I notice you've noted your router is on an extension cable, would it be possible to remove this from the equation for testing purposes. Let me know when you've done this and I'll retest.
@ejs,
My understanding of errors on a line is indeed flawed but as it's not an exact science surely it's better to query those figures, or would you just prefer us to completely ignore their existence? Regardless of how poorly you think I've been trained having run and seen tens of thousands of ADSL line test over the past 12 years, in my opinion an MTBE of 2110 isn't ideal. In this case it's likely the extension cabling is causing a problem.
Re: Declining broadband speeds
07-07-2019 7:50 PM - edited 07-07-2019 7:52 PM
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I can remove the router from the line altogether, but that is all. If you want me to do that then let me know and I will disconnect it overnight - we're busy using it at the moment!
>>> In this case it's likely the extension cabling is causing a problem....
As my set-up has been like that since 'day 1', I'm not sure what might have happened to cause a problem after so long?
Re: Declining broadband speeds
08-07-2019 6:46 AM - edited 08-07-2019 6:49 AM
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Re: Declining broadband speeds
08-07-2019 10:42 AM
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Re: Declining broadband speeds
08-07-2019 11:05 AM
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The master socket is downstairs in the hall. The router is upstairs with all the PCs, printers etc. So the extension is needed to reach the master socket - if I remove it, the router loses its DSL.....
If I move the router to the hall there is no mains power there, so I will need to use an extension lead, but......I then can't connect the PC (upstairs) to the router, so I can't then communicate with the web. All I can do is to arrange, as I offered to do previously, is to move the router to the hall overnight - but I would need to know that PlusNet will be then checking it during that night please.
Re: Declining broadband speeds
08-07-2019 12:25 PM
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@Nemo2000 - we have people manning the forums until 10pm tonight, so if you give us a yell on here once you've set the router into the master socket we will be able to run a test and report back.
Thanks,
MoR
Re: Declining broadband speeds
08-07-2019 9:03 PM
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OK, router will be in master socket at 9:10pm 🙂
Re: Declining broadband speeds
09-07-2019 8:27 AM
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Well, I don't know what results you got from your test last night, but in the master socket the download speed is even worse now - only 2883.
It seems that every time I reboot or reconnect to the DSL the speed drops even more.....
Re: Declining broadband speeds
09-07-2019 9:50 AM
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Thanks for getting back to us.
Sorry to see your speeds have gone down further.
Unfortunately I don't think there's much more we can suggest as your speeds are within expectations for the quality and length of your line. We could try reporting a fault to our suppliers although it's likely an engineer may reject it.
Have you thought about upgrading to fibre? This would give you a considerable boost in speed.
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