Changed ADSL to FTCC and now getting less than a 1/3 of download speed.

[#1]

Hi,

As a John Lewis customer, I though the easiest option was just to continue with Plusnet as they've discontinued their offering.

Used to get near enough 10MBps with the ADSL (which was OK to use) - now getting 3MBps with the Fibre FTTC (which is not OK to use)

We didn't full fibre as wanted to keep telephone and didn't want a new line into the house at this time so when presented with the FTTC option for only an addition pound a month, went for it.

We're now told we can't switch back to ADSL.

Can anyone help with the stats to see why it's so slow? - the IP profile looks set to 3Mbps from a BT wholesale test - many thanks, Alec

============================

his is a list of your Plusnet Hub settings and current statistics.

Product code:Plusnet Hub Two

Serial number:+108417+2319008246

Firmware version:v0.10.00.04201-PN

Firmware updated:4-Sep-2023

Board version:R01

GUI version:1.9 16_08_2022

DSL uptime:0 Days 1 Hr 4 Mins

Data rate:800 Kbps / 3.096 Mbps

Maximum data rate:1.081 Mbps / 5.659 Mbps

Noise margin:11.9 / 12.8

Line attenuation:21.9 / 45.3

Signal attenuation:21.9 / 46.2

VLAN id:101

Upstream error control:Off

Downstream error control:Off

Data sent / received:9.4 MB Uploaded / 47.3 MB Downloaded

Broadband username:******@plusdsl.net

2.4 GHz wireless network name:PLUSNET-NHC92T

2.4 GHz wireless channel:Smart (Channel 11)

5 GHz wireless network name:PLUSNET-NHC92T

5 GHz wireless channel:Smart (Channel 40)

Wireless security:WPA2

Wireless mode:Mode 1

Firewall:On

MAC address:54:B7:BD:BA:BB:86

Software variant:-

Boot loader:0.1.7-PN (Thu Nov 30 09:45:22 2017)

[#2]

Moderator’s Note

This topic has been released from the automatic spam filter

[#3]

@AMB2023 Welcome to the forums. That information presents a horrible picture - something is seriously wrong.

I would first follow the below, although you are unlikely to get a response tonight:

First thing to check: Is your phoneline clear? Dial 17070 (preferably from a corded phone), select option 2. Once your phone number is confirmed, there should be silence on the line except for the regular 'Quiet Line Test' message - any other noise, report a PHONE problem via: https://www.plus.net/help/report-a-problem/phone/

If the phone test passes, report a broadband problem via: https://www.plus.net/help/report-a-problem/broadband/

Let us know the result - if the tests come back as clear but you still have a problem, we need to investigate further.

The above assumes you still have 'normal' landline connection - if you have a SOGEA (internet only) one, just use the second link to report a network issue.

[#4]

Thanks John,

I can do the phone test tomorrow - I've already spoken with plusnet support - one person said there's a problem and the second just quoted the min speed guarantee (which is 0.7Mbps - which I've always disputed) and there's nothing that can be done - fault test came back clear apparently

Many thanks

alec

[#5]

Alec - there is a definite error on your line, the Noise Margin figures alone prove that. If you get no satisfaction, come back and let us know - there is more than one way to skin this cat, and weekend support staff can be a little 'ineffective', to be polite.

[#6]

Appreciate your help (and at this time on a Sunday!) - I'll follow up here with any more info.

Cheers

Alec

[#7]

OK - I'll be around early tomorrow morning, but logging off now.

[#8]

Hi,

Quick update:

I bought a corded phone, connected to the test socket of the master socket and tried the 'quite line' test  - the result was not silence but a quiet white noise with a slight judder - not loud at all but also not silent.

Called plusnet this evening as the text method to test phone and/or broadband doesn't recognise my phone number.

Spoke to a more helpful guy - told him about the comment re: noise margin etc.

He tried to test the phone and it wouldn't work for him - he had to contact the provisioning team who said the circuit ID wasn't named correctly.

Anyway - both tests came back clear - and he hadn't heard of the 'quiet line' test.

He said the current line speed 'blew his mind' and wanted to get to the bottom of it.

He got me to factory reset the router and has (or has asked for) the DLM to be reset.  If that fails he'll try to ask his Team Leader to authorise an engineer visit.

Additional Brief History on this:

1. Plusnet ordered a new telephone number for us rather than using the existing one - we asked for the existing one to be used so was a delay while they sorted that out.

2. ADSL service stopped on Fri lunchtime, we plugged in the new router and didn't eventually get connected until the following Mon afternoon as they provisioned it incorrectly and couldn't fix it at the weekend

Cheers

Alec

[#9]

This is getting murky - there seems to be some confusion here - and I should have picked up on it sooner, sorry.

If your switch to FTTC was so recent, I can't see how you can have a phone service with it - BT have employed 'stop sell' on that  service from the beginning of last month.

Let us know what transpires, anyway.

[#10]

Hi - so the FTTC eventually went live on the 4th of Sept - I believe they switched the phone from John Lewis to Plusnet around 10-14 days before that (they'd said they couldn't order the broadband change until that phone change had been done) - and we continued to be serviced by the John Lewis adsl during that interim period.

thanks

Alec

[#11]

Ah - so this was just before the stop-sell - lucky you. It would still be interesting to know what the real foul-up with the phone circuit was, but it doesn't really matter - what does matter is resolving the FTTC side.

[#12]

Indeed - will update when I know anymore - cheers

[#13]

---

@AMB2023 wrote:

He got me to factory reset the router and has (or has asked for) the DLM to be reset.  If that fails he'll try to ask his Team Leader to authorise an engineer visit.

---

I don't think a DLM reset will help - that helps when the speed of the line has been reduced to make it more stable, but then there is a big difference between maximum possible speed and actual speed.  The figures from the router

Data rate:800 Kbps / 3.096 Mbps

Maximum data rate:1.081 Mbps / 5.659 Mbps

show the maximum as 5.6Mbps, which is very low - even if the actual rate improved to match the maximum it would still be too slow!

The upstream rate looks suspiciously like ADSL rather than FTTC.

Perhaps the BT Availability Checker results would show what FTTC speeds you should be getting.