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Slow Broadband

Geomac
Grafter
Posts: 30
Thanks: 2
Registered: ‎05-02-2018

Re: Slow Broadband

Hi Gandalf

 

Speed now back up to where it used to be - and laptop performing a lot better.

 

George

Geomac
Grafter
Posts: 30
Thanks: 2
Registered: ‎05-02-2018

Re: Slow Broadband

I spoke too soon - BT Wholesale test - on cable as well as WiFi down to 2Mbps

Plusnet Help Team
Plusnet Help Team
Posts: 892
Thanks: 188
Fixes: 59
Registered: ‎26-03-2018

Re: Slow Broadband

Hi @Geomac,

 

I'm sorry to hear that your speed has dropped again. Thank you for confirming that this issue is affecting both wired and wireless connections.

 

I've tested your line and the test indicates that your line is currently syncing at around 24mbps:

 

xDSL Status Check
Circuit ID: CBUKXXXXXXXXX Service ID: BBEUXXXXXXXXX
Telephone NO.: NA Test Executed On: 09-02-2019 16:11:14
xDSL Status Test Summary
Sync Status: Circuit In Sync
General Information
NTE Status:   NTE Power Status: PowerOn Bypass Status:  
 
  Upstream DSL Link Information Downstream DSL Link Information
Loop Loss: 6.3 12.0
SNR Margin: 9.5 3.3
Errored Seconds: 0 1
HEC Errors: 0  
Cell Count: 167003 113791
Speed: 1071 24382
 
Maximum Stable Rate (KBPS): 22688 Fault Threshold Rate (KBPS): 18150
Mean Time Between Retrains (Seconds): 86400 Mean Time Between Errors Upstream (Seconds): 7855
Indicative Line Quality: G Mean Time Between Errors Downstream (Seconds): 584
Custom Thresholds
MTBR_RED: MTBE_RED:
MTBR_GREEN: MTBE_GREEN:

 

However, the test has picked up underlying performance errors which are likely to be affecting the throughput and performance on your side. It appears that this is due to a setting being incorrect.

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 stabilise and for the information to be received without interference.

 

Please keep an eye on your connection over the next 72 hours and let us know whether you continue to experience any problems.
 

If this post resolved your issue please click the 'This fixed my problem' button
 Emily D
 Plusnet Help Team
Geomac
Grafter
Posts: 30
Thanks: 2
Registered: ‎05-02-2018

Re: Slow Broadband

Many thanks EmilyD - I'm sure that something is/was wrong - I'll keep a watch on the situation and will keep you informed.

 

Regards

George

Geomac
Grafter
Posts: 30
Thanks: 2
Registered: ‎05-02-2018

Re: Slow Broadband

Getting even worse BT Wholesale gave 0.88 and 1.6 Mbps. Speedtest.net around 1.0 Mbps

 

Plusnet Help Team
Plusnet Help Team
Posts: 4,787
Thanks: 1,110
Fixes: 221
Registered: ‎25-03-2015

Re: Slow Broadband

Hi @Geomac, I understand you've advised a few times the speeds seem to be intermittently dropping low on wireless tests, but please could you confirm if you experience these same problems on a wired (Ethernet) connection to try and rule out the problems being specific to your wireless connection as opposed to the actual broadband connection we're providing.

As it currently stands, testing suggests that the connection is in sync at roughly 21Mbps, which is above the 6.5-14Mbps estimates for your line.

 

If you only experience these problems on a wireless, but it's fine on a wired connection, this could point to wireless interference or similar.

Could you try changing the wireless channel you're connecting on to see if this gives you a more consistent wireless connection.

More information on changing wireless settings can be found here: https://www.plus.net/help/broadband/router-user-guides/

 

If you experience the same problems on a wired connection, we would need to proceed with the advice on the fault report ticket here: https://www.plus.net/wizard/?p=view_question&id=187306505

If this post resolved your issue please click the 'This fixed my problem' button
 Harry Beesley
 Plusnet Help Team
Geomac
Grafter
Posts: 30
Thanks: 2
Registered: ‎05-02-2018

Re: Slow Broadband

I tried both wired and WiFi when speeds were low - 1-2 Mbps and there was little if any difference.

That said, I have managed speeds (BT test) of up to 12Mbps this morning (WiFi) - whatever is going on is a mystery

 

In days gone by I used to get speeds in the high teens 17-19 Mbps but no more

Geomac
Grafter
Posts: 30
Thanks: 2
Registered: ‎05-02-2018

Re: Slow Broadband

I have just checked my speed and both BT and Speedtest.net showed download at over 14Mbps - this could be the consequence of Plusnet increasing the SNR margin for download from 3.3 to 6.3 - see Emily comment above?

 

Plusnet Help Team
Plusnet Help Team
Posts: 892
Thanks: 188
Fixes: 59
Registered: ‎26-03-2018

Re: Slow Broadband

Hi @Geomac,

 

Thank you for confirming that this issue is affecting both wired and wireless connections.

 

I can see that you've replied to the ticket that @HarryB has linked and have advised that your speeds now look to have improved. Due to the number of connection issues that you've experienced recently, I'd recommend that we still go ahead with the booked engineer visit.

If this post resolved your issue please click the 'This fixed my problem' button
 Emily D
 Plusnet Help Team
Geomac
Grafter
Posts: 30
Thanks: 2
Registered: ‎05-02-2018

Re: Slow Broadband

I think you may well be right re engineer - just did another BT test where download now 8.3 and upload 0.52 Mbps - first time the upload has been below 0.9.

Plusnet Help Team
Plusnet Help Team
Posts: 6,405
Thanks: 627
Fixes: 243
Registered: ‎01-01-2012

Re: Slow Broadband

Thanks for getting back to us.

If you do choose to raise a fault let us know once you've done so and we'll get that picked up for you

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
Geomac
Grafter
Posts: 30
Thanks: 2
Registered: ‎05-02-2018

Re: Slow Broadband

Download speed way down to 5.02 Mbps this morning - I assume that an engineer will be attending this morning - a la my response above to Emily?

Regards

George

Geomac
Grafter
Posts: 30
Thanks: 2
Registered: ‎05-02-2018

Re: Slow Broadband

Engineer called this morning and made a few tweaks (don't ask!) and from latest speed tests I am now back to the high teens for download speed - latest test showed 17 Mbps. Phew!

Plusnet Help Team
Plusnet Help Team
Posts: 14,004
Thanks: 285
Fixes: 84
Registered: ‎27-04-2007

Re: Slow Broadband

That's really good to see Geomac, thanks very much for letting us know. - Adam 

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