My speed has been capped, need help.
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- Re: My speed has been capped, need help.
21-12-2016 11:32 PM
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So as of today I have noticed a slower speed sticking at around 15mbps. I thought it was another temporary thing so I left it a while. Still the same. Then I did a BT line check and it came up with the attached result.
it is saying 13.15 mbps is the most possible. Please could someone look into this as we pay for a 32-42mbps so this isn't right.
Fixed! Go to the fix.
Re: My speed has been capped, need help.
21-12-2016 11:34 PM - edited 21-12-2016 11:45 PM
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I also used the plusnet current line speed checker and it is showing 13.1 as well.
edit: The package we are on is called unlimited fiber but it is still coming into the house via adsl.
Also just in case this is the info on my helpdesk tab:
1. Product name: | Plusnet Hub |
2. Serial number: | +081441+NQ62113525 |
3. Firmware version: | Software version 4.7.5.1.83.8.226 Last updated 18/09/16 |
4. Board version: | Plusnet Hub One |
5. DSL uptime: | 1 days, 15:38:41 |
6. Data rate: | 1887 / 13587 |
7. Maximum data rate: | 40415 / 14877 |
8. Noise margin: | 31.0 / 5.2 |
9. Line attenuation: | 17.4 / 15.3 |
10. Signal attenuation: | 17.8 / 15.3 |
11. Data sent/received: | 19.7 GB / 242.2 GB |
12. Broadband username: | ?@plusdsl.net |
13. 2.4 GHz Wireless network/SSID: | PLUSNET-???? |
14. 2.4 GHz Wireless connections: | Enabled (802.11 b/g/n (up to 144 Mb/s)) |
15. 2.4 GHz Wireless security: | WPA2 |
16. 2.4 GHz Wireless channel: | Automatic (Smart Wireless) |
17. 5 GHz Wireless network/SSID: | PLUSNET-QC7T |
18. 5 GHz Wireless connections: | Enabled (802.11 a/n/ac (up to 1300 Mb/s)) |
19. 5 GHz Wireless security: | WPA2 |
20. 5 GHz Wireless channel: | Automatic (Smart Wireless) |
21. Firewall: | Default |
22. MAC Address: | 90:4d:4a:1b:58:c8 |
23. Modulation: | G.993.2 Annex B |
24. Software variant: | AA |
25. Boot loader: | 1.0.0 |
Note: any use of '?' is to hide information and is not on the actual helpdesk tab.
Re: My speed has been capped, need help.
22-12-2016 11:30 AM
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The package we are on is called unlimited fiber but it is still coming into the house via adsl.
You are on Fibre, this is fibre to the cabinet and will come over the copper line from the local cabinet.
6. Data rate: | 1887 / 13587 |
The upload being that high shows this isn't an ADSL circuit.
There were a lot of disconnections happening on your line which is going to have caused the issues:
Test Outcome | Pass | ||||
Test Outcome Code | GTC_FTTC_SERVICE_0001 | ||||
Description | GEA service test completed and no fault found but unable to check for customer equipment connected to modem. | ||||
Main Fault Location | OK | ||||
Sync Status | In Sync | ||||
Downstream Speed | 13.6 Mbps | ||||
Upstream Speed | 1.9 Mbps | ||||
Appointment Required | N | ||||
Fault Report Advised | N | ||||
NTE Power Status | PowerOn | ||||
Voice Line Test Result | Pass | ||||
Bridge Tap | Not Detected | ||||
Radio Frequency Ingress | Not Detected | ||||
Repetitive Electrical Impulse Noise | Not Detected | ||||
Cross Talk | Not Detected | ||||
Estimated Line Length In Metres | 465.6 | ||||
Upstream Rate Assessment | Very Good | ||||
Downstream Rate Assessment | Low | ||||
Interference Pattern | Regular Interference Observed Daily | ||||
Service Impact | Retrains Observed | ||||
Interference Duration Longest Occurrence | From 19:15 to 19:30 | ||||
Interference Location | Unknown | ||||
Home Wiring Problem | Not Detected | ||||
Downstream Policing Discard Rate | 0.0 | ||||
Customer Traffic Level | Upstream and Downstream Traffic Detected | ||||
Profile Name | 0.128M-40M Downstream, Retransmission Low - 0.128M-2M Upstream, Error Protection Off |
So there's something causing your line to disconnect quite often and this in turn has caused the speed to drop to try and help the stability.
Can you report this through at https://faults.plus.net and let us know when you've done.
Re: My speed has been capped, need help.
22-12-2016 12:14 PM
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I have reported a fault through the plusnet website as requested.
Re: My speed has been capped, need help.
22-12-2016 12:20 PM
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That's great, thanks. At the moment it's going through some automated testing so we'll check the results of that shortly.
Re: My speed has been capped, need help.
22-12-2016 12:33 PM
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Thanks a lot Chris.
I know you guys get a lot of aggro but I do appreciate any help, really.
You guys do a good job even if some people don't think so.
Re: My speed has been capped, need help.
23-12-2016 12:08 PM
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As of yesterday I recieved this message with regards to a fault on the line which the automatic tests picked up:
The Question 140548273 has been released from hold and sent back to BOT - FTTC Logged Faults - Interm
Your fault Ticket has now been taken off hold.
This has now been forwarded to the relevant support team. We will carry on investigating your problem and your open fault will be updated as soon as more information is available.
[INTERNAL]
Ticket now off hold. Please action.
My question is how long could this take? Im not expecting anything on xmas ofc but the issue is a little fustrating
23-12-2016 12:14 PM
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I'm looking at this now, can you try a single powercycle of the router so it resyncs please.
Re: My speed has been capped, need help.
23-12-2016 1:44 PM
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for sure, gimmie 2 seconds
Re: My speed has been capped, need help.
23-12-2016 1:48 PM
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Sorry for responding so late, I have just done a power cycle and it has re-connected.
Re: My speed has been capped, need help.
23-12-2016 1:54 PM - edited 23-12-2016 1:55 PM
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Ok Chris,
Not sure if it was you or whatever but everything is working as it should now, so this will be marked as fixed. Thank you so much for your patience and help!
edit: and have a Merry Christmas!
Re: My speed has been capped, need help.
23-12-2016 1:58 PM
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Excellent!
I had a feeling it would but I sent the next step on the ticket too just in case.
Re: My speed has been capped, need help.
23-12-2016 2:02 PM
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Brilliant,
Thanks again Chris, ill cancel the ticket on the faults page as well!
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