All my neighbours are offered faster internet packages

[#1]

I live in a small block of flats. My flat # is in the 20s, on the first floor.

I've had slow internet from Plusnet for a few years now, but accepted it because no other provider was offering anything faster. My package has an "18 - 29Mb estimated download speed" and a "15.8Mb minimum guaranteed speed", and sure enough, we usually get around 17 - 18 Mb downloads.

For the first time, I tried adding my neighbours' addresses in to see what they are offered (flats I share a wall with on either side, or are directly below me). Without exception, they are offered double the download speeds I am offered, including more than double the minimum guaranteed speed i.e. 36.4Mb.

While I suppose it's possible the routing of the copper wires to my flat goes much farther, that doesn't really make sense given our layout. Could this be (and I'm maybe not using the correct terminology here) they are all pair-bonded at the cabinet/exchange and I am not?

What could I do next, do you think? I'd like to have as much info to hand as possible before I chase this up with Plusnet further.

[#2]

Openreach have FTTC speed brackets 38/52/76 Mbps.

"Up to" about these speed steps can be given when there is no current information available about how the line actually performs.

Up to is the critical phrase.

[#3]

@Spangles What does https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome say for your address - a screenshot, hiding your address, attached to a post, would help us to offer advice.

Which router are you using?

[#4]

Top is my address, bottom is my neighbour's (we share a wall)

[#5]

Thanks - I'll need to get those shots released, so will be back as soon as possible.

[#6]

If there is significant evidence to suggest a broadband line is not performing as "it should" the usual next step would be to post some line stats from the router.

No need to wait for those comparison images, you could do that now, it would almost certainly be instructive. (It's a text copy and paste)

[#7]

I'll need to get those shots released

There you go...

[#8]

@Spangles I agree with @HPsauce , your router stats would be extremely useful, please.

[#9]

Ah. Unfortunately I am travelling and won't be home for a week. I received a contract renewal email from Plusnet, which prompted me to look at this now. Will it be an issue to let this thread sit for a week until I get home?

Also, if I log into the router at home, what am I looking for regarding the stats?

[#10]

Not a problem, @Spangles , providing you are thinking of staying with PN.

Providing you are  using a PN router, we need to see either the 'Help Desk' page (Hub1) or Technical Log - Information page (Hub2). In both cases, obscure your username.

[#11]

That's great, thanks for all the info.

[#12]

As an example this is the Technical Log from my Hub 2, copied down to just before the username and omitting ID details.

Product code: Plusnet Hub Two

Serial number: DELETED

Firmware version:v0.10.00.04201-PN

Firmware updated Unknown

Board version:R01

GUI version:1.9 16_08_2022

DSL uptime:20 Days 4 Hrs 22 Mins

Data rate:12.702 Mbps / 67.866 Mbps

Maximum data rate:12.605 Mbps / 67.805 Mbps

Noise margin:5.4 / 2.9

Line attenuation:10.5 / 18.4

Signal attenuation:10.5 / 20.4

VLAN id:101

Upstream error control:Off

Downstream error control:Off

Data sent / received:10.8 GB Uploaded / 90.2 GB Downloaded

[#13]

Thanks for the help!

[#14]

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@HPsauce wrote:

If there is significant evidence to suggest a broadband line is not performing as "it should" the usual next step would be to post some line stats from the router

---

If a line does not perform as well as neighbours over a long term then the availability checker gets the slower figure registered anyway. I have had experience of this happening.because of a problem with extension wiring. After I installed a filtered faceplate and so isolated the extension, the SNR shot up. Over the next weeks the DLM did its thing and the speed increased. It took many months before the Availability database updated. 
The problem with reporting a fault at the moment will likely be: “the computer says you are achieving the MGALS so there’s nothing wrong”.

[#15]

Hello all! I am now home from my trip and can add the router info needed. Hope you can still help. Here is my technical log:

Product code: Plusnet Hub Two
Serial number: +108417+2147013692
Firmware version: v0.10.00.04201-PN
Firmware updated: 5-Jun-2023
Board version: R01
GUI version: 1.9 16_08_2022
DSL uptime: 29 Days 1 Hr 3 Mins
Data rate: 4.999 Mbps / 25.553 Mbps
Maximum data rate: 6.698 Mbps / 24.985 Mbps
Noise margin: 8.7 / 5.6
Line attenuation: 11.7 / 26.4
Signal attenuation: 11.7 / 29.6
VLAN id: 101
Upstream error control: Off
Downstream error control: Off
Data sent / received: 23.6 GB Uploaded / 231.8 GB Downloaded