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Download Speed Issues

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FrustratedUser
Grafter
Posts: 39
Thanks: 3
Registered: ‎11-05-2018

Re: Download Speed Issues

@adamwalker

 

Thanks. I will check router stats etc tomorrow and let you know the results.

FrustratedUser
Grafter
Posts: 39
Thanks: 3
Registered: ‎11-05-2018

Re: Download Speed Issues

@adamwalker 

Today's results:

. 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, 06:56:18

6. Data rate:

1003 / 12204

7. Maximum data rate:

996 / 11628

8. Noise margin:

6.3 / 2.1

9. Line attenuation:

21.7 / 41.4

10. Signal attenuation:

21.4 / 39.7

11. Data sent/received:

33.1 MB / 1.7 GB

 

Download Speed (Mbps): 9.04
Upload Speed (Mbps) : 0
Ping Latency (ms): 387

 

Download Speed (Mbps): 9.12
Upload Speed (Mbps) : 0
Ping Latency (ms): 279

 

Download Speed (Mbps): 9.04
Upload Speed (Mbps) : 0
Ping Latency (ms): 313

Upload Speed and ping latency don't look good! I take it Noise Margin is not what it was reset to?

Plusnet Help Team
Plusnet Help Team
Posts: 14,324
Thanks: 4,468
Fixes: 730
Registered: ‎21-04-2017

Re: Download Speed Issues

Thanks for getting back to us @FrustratedUser 

Your download speeds seem fine, but your upload speed definitely isn't good. 

High latency is generally just a side effect, so I wouldn't worry about that for now.

Firstly I've adjusted the download speed profile on your account to reflect your sync rate of 12mbps, if you can do a single disconnect/reconnect in your router settings, you should pick up a slightly higher download speed.

The noise margin(SNR) looks to be sticking at 3dB the downstream and while we can try and force this to 6dB, it shouldn't affect the upstream side of things as that's already showing as 6dB.

What do your speeds look like on a different speedtester like http://www.thinkbroadband.com/speedtest? Just that we're aware that the BT speedtester can be a bit intermittent on unreliable results upon occasion.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
FrustratedUser
Grafter
Posts: 39
Thanks: 3
Registered: ‎11-05-2018

Re: Download Speed Issues

@Gandalf 

I have done the single disconnect as requested. Here are the router stats and speed tests after the disconnect:

2/8 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, 02:18:43

6. Data rate:

1006 / 12328

7. Maximum data rate:

1044 / 12212

8. Noise margin:

6.5 / 2.3

9. Line attenuation:

21.7 / 41.4

10. Signal attenuation:

21.5 / 39.7

11. Data sent/received:

10.5 MB / 86.0 MB

 

BT Wholesale

Download Speed (Mbps): 6.88 Upload Speed (Mbps) : 0 Ping Latency (ms): 276

 

Download Speed (Mbps): 9.52 Upload Speed (Mbps) : 0.34 Ping Latency (ms): 1782

 

Download Speed (Mbps): 9.36 Upload Speed (Mbps) : 0 Ping Latency (ms): 381

 

Ookla

Ping               40ms   35ms   36ms

Download      8.36    8.03    9.91

Upload           0.78    0.83    0.78

Plusnet Help Team
Plusnet Help Team
Posts: 1,470
Thanks: 284
Fixes: 84
Registered: ‎26-03-2018

Re: Download Speed Issues

Hi @FrustratedUser,

 

Thank you for sending those stats over. I'm sorry to see that you're still experiencing problems with your connection, particularly on the upload side of things.


Testing your line still isn't picking up the cause of this issue from here, so we'll need to do some troubleshooting to try and narrow down the cause. I'd recommend starting with basic checks here: http://goo.gl/p2tpvL If these checks don't resolve the problem, the next step would be to connect your router directly to the test socket, which is under the faceplate of your master socket and seeing if the connection stabilises. This rules out internal wiring, face plates and extension sockets as being the cause. Please see the following guide for instructions on how to connect to the test socket. https://community.plus.net/t5/Library/Testing-From-The-Master-Socket/ba-p/1322242

 

Please let us know if the troubleshooting checks don't resolve the problem.

If this post resolved your issue please click the 'This fixed my problem' button
 Emily D
 Plusnet Help Team