Download Speed Issues

[#1]

Over the last few weeks the download speed on my connection has been very erratic. It works for a few seconds and then stops downloading then starts again to the untrained eye.

These are the router stats from yesterday and today - are they as they should be for a 10Mbps service?

25/7

1. Product name:	Plusnet Hub
2. Serial number:	+081441+NQ74407010
3. Firmware version:	Software version 4.7.5.1.83.8.263 Last updated 26/03/19
4. Board version:	Plusnet Hub One
5. DSL uptime:	2 days, 09:23:07
6. Data rate:	1010 / 12370
7. Maximum data rate:	1003 / 11896
8. Noise margin:	6.3 / 2.2
9. Line attenuation:	21.7 / 41.4
10. Signal attenuation:	21.4 / 39.7

26/7

1. Product name:	Plusnet Hub
2. Serial number:	+081441+NQ74407010
3. Firmware version:	Software version 4.7.5.1.83.8.263 Last updated 26/03/19
4. Board version:	Plusnet Hub One
5. DSL uptime:	2 days, 23:32:09
6. Data rate:	1010 / 12370
7. Maximum data rate:	1003 / 12484
8. Noise margin:	6.4 / 3.2
9. Line attenuation:	21.7 / 41.4
10. Signal attenuation:	21.5 / 39.7

FrustratedUser

[#2]

Hi @FrustratedUser,

I'm sorry to hear that you've been experiencing intermittent connection problems.

The router stats look about right, but testing your line has picked up a potential issue. The signal to noise ratio (SNR) is too low for the length of your line. The SNR helps the line to remain stable and unaffected by noise or interference on the line. The higher the setting for SNR, the higher the level of noise can be tolerated.

The SNR for your line was set too low for the amount of interference we'd expect to see, so by increasing this we expect the connection to now stabilize and for the information to be received without interference.

Please monitor the connection over the next couple of days and let us know if this doesn't resolve the issue.

[#3]

Are you using wireless or an Ethernet cable. If wireless then this could be the cause. However your stats from the 25th show a download SNR of 2.2dB, which is low and could well be introducing faults. This seems to be back where it should be on the 26th so there could also be issues there. You need to address these one by one. If you are using wireless then start by separating the 2.4 and 5 GHz bands see https://community.plus.net/t5/My-Router/2-4ghz-and-or-5ghz-best-practice/m-p/1351966#M840. Try each band in turn. Let us know how you get on.

[#4]

EmilyD

Thank you will monitor line connection and report back.

Baldrick

Using ethernet cable.

FrustratedUser

[#5]

FAO Emily D

Appeared to be a change initially but now just the same as it was. Here are the stats from today

1. Product name:	Plusnet Hub
2. Serial number:	+081441+NQ74407010
3. Firmware version:	Software version 4.7.5.1.83.8.263 Last updated 26/03/19
4. Board version:	Plusnet Hub One
5. DSL uptime:	0 days, 13:23:28
6. Data rate:	1017 / 11308
7. Maximum data rate:	1013 / 12272
8. Noise margin:	6.6 / 2.6
9. Line attenuation:	21.5 / 41.3
10. Signal attenuation:	21.4 / 39.6
11. Data sent/received:	13.0 MB / 199.9 MB

The problem persists and gives the appearance of the connection stuttering (buffering?) when loading sites. Can't even stream YouTube videos or BBC videos without the dreaded buffering, when the connection speed approx. 9 -10 Mbps is more than adequate and was working fine until recently. My PC is way more than adequate to stream these sites without issue. Connection was dropped last night for no apparent reason - reset itself.

Did three BT Wholesale line speed tests one after the other:

Download Speed (Mbps): 8.96
Upload Speed (Mbps) : 0
Ping Latency (ms): 339

Download Speed (Mbps): 8.96
Upload Speed (Mbps) : 0.18
Ping Latency (ms): 3269

Download Speed (Mbps): 8.96
Upload Speed (Mbps) : 0.56
Ping Latency (ms): 94

Don't look right for a good connection!

How can I get this sorted?

[#6]

Hi @FrustratedUser 

Thanks for getting back to us. 

All those speed results above fall within the estimates our supplier has provided for your line. 

Your can view those yourself here

Kind Regards, 

MoR

[#7]

@EmilyD said that she had increased the SNR but it's still showing 2.6dB suggesting that this has not happened. The problem and sometimes over 3 seconds  ping could still because of this.

[#8]

@MasterOfReality / @EmilyD

Is what @Baldrick1 says true?

If my speed is acceptable why do I get buffering issues on a line purporting to give 8-10Mbps download?

[#9]

Sorry for my last garbled message. I suddenly needed to be elsewhere.

To expand on my last post, if the SNR is low you will get a faster sync speed. However there will be more errors resulting in the need to resend/correct packages. This will reduce the data rate. By increasing the SNR the sync speed will reduce but the error rate will reduce, potentially increasing the data throughput rate.

The occassional ping time of over 3 seconds is ridiculously long.

I would expect that if the SNR was changed that it would have been increased to near 6dB.

[#10]

@Baldrick1 

Appreciate the explanation - not up to speed on this aspect. From previous experiences with Plusnet this seems to be the norm answer a query which has not been asked and ignore the one asked - hence the username.

The reply by@MasterOfReality would appear to suggest that all is well with my connection re speed whe I am compalining about the quality of that connection.

[#11]

It's getting late now. I would expect a response tomorrow.

[#12]

@FrustratedUser 

One further thought, have you tried dropping the connection, leaving it a few minutes then reconnecting in case that is required to pick up a higher SNR?

Only try it once else it might be interpreted as another fault.

[#13]

Hi @FrustratedUser 

I've just tested the line and it's showing as out of synch at the moment and I'm seeing evidence of the connection dropping so for that reason I think looking into that as a fault will be best as further changes to SNR will likely be scuppered unless we get the underlying issue fixed. 

The best thing to do next would be to report a fault over at http://faults.plus.net

[#14]

@adamwalker 

Reason not synced - I had switched router off for a period to allow it to reset if hadn't previously done so.

Anyway results for router stats an BT wholesale speedtests are below.

31/7 after reset

1. Product name:	Plusnet Hub
2. Serial number:	+081441+NQ74407010
3. Firmware version:	Software version 4.7.5.1.83.8.263 Last updated 26/03/19
4. Board version:	Plusnet Hub One
5. DSL uptime:	0 days, 00:13:52
6. Data rate:	1006 / 12001
7. Maximum data rate:	1010 / 12280
8. Noise margin:	6.5 / 3.5
9. Line attenuation:	21.5 / 41.3
10. Signal attenuation:	21.5 / 39.7
11. Data sent/received:	15.6 MB / 167.6 MB

Surely the upload speed and ping latency are not within normal tolerances?

Download Speed (Mbps): 9.12
Upload Speed (Mbps) : 0
Ping Latency (ms): 214

Download Speed (Mbps): 9.20
Upload Speed (Mbps) : 0.10
Ping Latency (ms): 9159

Download Speed (Mbps): 9.20
Upload Speed (Mbps) : 0
Ping Latency (ms): 309

[#15]

OK, I'd leave it on to give DLM (automated line management) the best chance and it means we can run tests and monitor for disconnections. 

What I'd recommend at this stage is if I can check in with you tomorrow and review things based on how tests and the connection logs look then before we can make a more informed decision about the best steps to take next for you.