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Cost Up, but Speed Down

dougjbarnes1
Grafter
Posts: 78
Thanks: 4
Registered: ‎19-10-2016

Cost Up, but Speed Down

I have a Fibre to Cabinet connection and previously have had ~32M down, ~9M up,

Over the last few days found the system seems sluggish so started doing some tests using the BT Wholesale test site

Seems that my download speed is down by about 30%. Have done a HubOne reboot, this hasn't made any improvements.

all tests from static PC, using a cable connection back to the router, link speed is ~800M from PC to Router to NAS so it's not internal

Results are as follows

Summary of Performance Test (from Excel Sheet)
Timestamp Ping Download Upload          Tap1
Wednesday 1 March 2023 | 14:18:54 20 Ms 21.93 Mbps 7.74 Mbps
Wednesday 1 March 2023 | 15:13:42 12 Ms 22.15 Mbps 7.74 Mbps  23.07 Mbps 10 Mbps
Thursday 2 March 2023 | 17:57:40 26 Ms 21.76 Mbps 7.58 Mbps  23.07 Mbps 10 Mbps
Friday 3 March 2023 | 8:6:0 23 Ms 21.89 Mbps 7.73 Mbps 24.17 Mbps 10 Mbps
Saturday 4 March 2023 | 16:6:24 14 Ms 23.09 Mbps 7.79 Mbps 24.17 Mbps 10 Mbps
Monday 6 March 2023 | 19:8:47 28 Ms 23.05 Mbps 7.72 Mbps  24.17 Mbps 10 Mbps

I notice that the line speed after TAP1 testing is ~23M, back in January it was ~34M so it's down by 30%

CAn anyone comment or open up speed again at your end

25 REPLIES 25
jab1
Legend
Posts: 17,307
Thanks: 5,583
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Registered: ‎24-02-2012

Re: Cost Up, but Speed Down

 

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.

John
csmith94
Plusnet Help Team
Plusnet Help Team
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Registered: ‎01-12-2020

Re: Cost Up, but Speed Down

Hi @dougjbarnes1 

 

I'm sorry to hear you're getting lower than expected speeds, I've looked at your line and there isn't a fault showing on there but I can see that it isn't syncing above 24Mbps. 

 

Can you disconnect all devices that are not broadband and run another speed test via a wired connection please?

 Curtis Smith
 Plusnet Help Team
dougjbarnes1
Grafter
Posts: 78
Thanks: 4
Registered: ‎19-10-2016

Re: Cost Up, but Speed Down

2 runs last night, nothing connected apart from main PC via ethernet cable and relay Wifi unit also via ethernet

Tuesday 7 March 2023 | 17:2:59 18 Ms 23.05 Mbps 7.95 Mbps 24.17 Mbps 10 Mbps

Tuesday 7 March 2023 | 22:13:6 22 Ms 23.12 Mbps 8.01 Mbps 24.17 Mbps 10 Mbps

I would point out that until recently we have been getting 31-33Mbps download, since the last time we reported speed issues a good year ago.

It all seems to have started since Openreach were down our road installing what looks like full fibre provision so are we being throttled to encourage us to move up?

We've recently recommended Plusnet to a couple of facebook users telling them we were getting 32M, but with current performance I wouldn't recommend you

jab1
Legend
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Re: Cost Up, but Speed Down

@dougjbarnes1 Which router  are you using, please?

John
dougjbarnes1
Grafter
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Registered: ‎19-10-2016

Re: Cost Up, but Speed Down

Using Plusnet HubOne as supplied by you

jab1
Legend
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Re: Cost Up, but Speed Down

I am not Plusnet staff. OK, can you post a picture of (1) your Hubs Help Desk page (obscuring the username0 and (2) the WAN tab from your Error log, please?

John
dougjbarnes1
Grafter
Posts: 78
Thanks: 4
Registered: ‎19-10-2016

Re: Cost Up, but Speed Down


Information for Helpdesk agents
When contacting the Plusnet Broadband helpdesk, the agent might ask you for details about your Plusnet Hub. This page contains all of the information they are likely to request.

1. Product name: Plusnet Hub
2. Serial number: +081441+NQ70802124
3. Firmware version: Software version 4.7.5.1.83.8.289.1.3 Last updated 29/11/21
4. Board version: Plusnet Hub One
5. DSL uptime: 1 days, 06:26:08
6. Data rate: 8561 / 24968
7. Maximum data rate: 8561 / 46554
8. Noise margin: 6.1 / 15.0
9. Line attenuation: 30.3 / 22.0
10. Signal attenuation: 29.5 / 20.9
11. Data sent/received: 5.4 GB / 85.9 GB
12. Broadband username: **********@plusdsl.net
13. 2.4 GHz Wireless network/SSID: **********
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: *********
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: a4:08:f5:ad:fd:0a
23. Modulation: G.993.2 Annex B
24. Software variant: AA
25. Boot loader: 1.0.0

Event Log

Event Log

This page summarises all the recent events that have been recorded on your Plusnet Hub.
You can filter the events to show items related to a specific category.
click to change category dropdown
 

Recorded events

Time and date Message
03:59:17, 07 Mar. (1675625.400000) WAN operating mode is VDSL
03:59:17, 07 Mar. (1675625.400000) Last WAN operating mode was VDSL
03:59:16, 07 Mar. (1675624.110000) PPP IPCP Receive Configuration ACK
03:59:16, 07 Mar. (1675624.110000) PPP IPCP Send Configuration Request
03:59:16, 07 Mar. (1675624.100000) PPP IPCP Receive Configuration NAK
03:59:16, 07 Mar. (1675624.100000) PPP IPCP Send Configuration ACK
03:59:16, 07 Mar. (1675624.090000) PPP IPCP Receive Configuration Request
03:59:16, 07 Mar. (1675624.090000) PPP IPCP Send Configuration Request
03:59:15, 07 Mar. (1675622.960000) PPPoE is up -​ Down Rate=24968Kbps, Up Rate=8561Kbps; SNR Margin Down=15.1dB, Up=6.1dB
03:59:15, 07 Mar. (1675622.950000) CHAP authentication successful
03:59:15, 07 Mar. (1675622.910000) CHAP Receive Challenge
03:59:15, 07 Mar. (1675622.910000) Starting CHAP authentication with peer
03:59:15, 07 Mar. (1675622.910000) PPP LCP Receive Configuration ACK
03:59:15, 07 Mar. (1675622.900000) PPP LCP Send Configuration Request
03:59:15, 07 Mar. (1675622.900000) PPP LCP Receive Configuration Reject
03:59:15, 07 Mar. (1675622.900000) PPP LCP Send Configuration ACK
03:59:15, 07 Mar. (1675622.890000) PPP LCP Receive Configuration Request
03:59:15, 07 Mar. (1675622.890000) PPP LCP Send Configuration Request
03:58:25, 07 Mar. (1675573.190000) PTM over DSL is up
03:57:51, 07 Mar. (1675538.830000) PTM over DSL is down after 5717 minutes uptime
03:57:51, 07 Mar. (1675538.820000) PPPoE is down after 5717 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
03:57:48, 07 Mar. (1675535.740000) PPP LCP Send Termination Request [User request]
04:40:36, 03 Mar. (1332513.070000) WAN operating mode is VDSL
04:40:36, 03 Mar. (1332513.060000) Last WAN operating mode was VDSL
04:40:35, 03 Mar. (1332511.810000) PPP IPCP Receive Configuration ACK
04:40:35, 03 Mar. (1332511.810000) PPP IPCP Send Configuration Request
04:40:35, 03 Mar. (1332511.800000) PPP IPCP Receive Configuration NAK
04:40:35, 03 Mar. (1332511.800000) PPP IPCP Send Configuration ACK
04:40:35, 03 Mar. (1332511.800000) PPP IPCP Receive Configuration Request
04:40:35, 03 Mar. (1332511.790000) PPP IPCP Send Configuration Request
04:40:34, 03 Mar. (1332510.710000) PPPoE is up -​ Down Rate=24968Kbps, Up Rate=8315Kbps; SNR Margin Down=15.4dB, Up=6.1dB
04:40:34, 03 Mar. (1332510.690000) CHAP authentication successful
04:40:33, 03 Mar. (1332510.640000) CHAP Receive Challenge
04:40:33, 03 Mar. (1332510.640000) Starting CHAP authentication with peer
04:40:33, 03 Mar. (1332510.630000) PPP LCP Receive Configuration ACK
04:40:33, 03 Mar. (1332510.630000) PPP LCP Send Configuration Request
04:40:33, 03 Mar. (1332510.630000) PPP LCP Receive Configuration Reject
04:40:33, 03 Mar. (1332510.630000) PPP LCP Send Configuration ACK
04:40:33, 03 Mar. (1332510.620000) PPP LCP Receive Configuration Request
04:40:33, 03 Mar. (1332510.620000) PPP LCP Send Configuration Request
04:39:44, 03 Mar. (1332460.700000) PTM over DSL is up
04:39:10, 03 Mar. (1332427.030000) PTM over DSL is down after 8694 minutes uptime
04:39:10, 03 Mar. (1332427.030000) PPPoE is down after 8693 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
04:39:07, 03 Mar. (1332423.980000) PPP LCP Send Termination Request [User request]
03:45:11, 25 Feb. (810801.180000) WAN operating mode is VDSL
03:45:11, 25 Feb. (810801.170000) Last WAN operating mode was VDSL
03:45:10, 25 Feb. (810799.920000) PPP IPCP Receive Configuration ACK
03:45:09, 25 Feb. (810799.920000) PPP IPCP Send Configuration Request
03:45:09, 25 Feb. (810799.910000) PPP IPCP Receive Configuration NAK
03:45:09, 25 Feb. (810799.910000) PPP IPCP Send Configuration ACK
03:45:09, 25 Feb. (810799.900000) PPP IPCP Receive Configuration Request
03:45:09, 25 Feb. (810799.900000) PPP IPCP Send Configuration Request
03:45:08, 25 Feb. (810798.820000) PPPoE is up -​ Down Rate=23830Kbps, Up Rate=8273Kbps; SNR Margin Down=15.5dB, Up=6.2dB
03:45:08, 25 Feb. (810798.810000) CHAP authentication successful
03:45:08, 25 Feb. (810798.750000) CHAP Receive Challenge
03:45:08, 25 Feb. (810798.750000) Starting CHAP authentication with peer
03:45:08, 25 Feb. (810798.740000) PPP LCP Receive Configuration ACK
03:45:08, 25 Feb. (810798.740000) PPP LCP Send Configuration Request
03:45:08, 25 Feb. (810798.730000) PPP LCP Receive Configuration Reject
03:45:08, 25 Feb. (810798.730000) PPP LCP Send Configuration ACK
03:45:08, 25 Feb. (810798.730000) PPP LCP Receive Configuration Request
03:45:08, 25 Feb. (810798.730000) PPP LCP Send Configuration Request
03:44:19, 25 Feb. (810749.100000) PTM over DSL is up
03:43:45, 25 Feb. (810715.000000) PTM over DSL is down after 10727 minutes uptime
03:43:45, 25 Feb. (810714.990000) PPPoE is down after 10726 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
03:43:42, 25 Feb. (810711.930000) PPP LCP Send Termination Request [User request]
16:57:00, 17 Feb. (167126.370000) WAN operating mode is VDSL
16:57:00, 17 Feb. (167126.370000) Last WAN operating mode was VDSL
16:56:58, 17 Feb. (167124.770000) PPP IPCP Receive Configuration ACK
16:56:58, 17 Feb. (167124.760000) PPP IPCP Send Configuration Request
16:56:58, 17 Feb. (167124.750000) PPP IPCP Receive Configuration NAK
16:56:58, 17 Feb. (167124.750000) PPP IPCP Send Configuration ACK
16:56:58, 17 Feb. (167124.750000) PPP IPCP Receive Configuration Request
16:56:58, 17 Feb. (167124.740000) PPP IPCP Send Configuration Request
16:56:57, 17 Feb. (167123.330000) PPPoE is up -​ Down Rate=23830Kbps, Up Rate=8356Kbps; SNR Margin Down=15.2dB, Up=6.1dB
16:56:57, 17 Feb. (167123.310000) CHAP authentication successful
16:56:57, 17 Feb. (167123.260000) CHAP Receive Challenge
16:56:57, 17 Feb. (167123.260000) Starting CHAP authentication with peer
16:56:57, 17 Feb. (167123.260000) PPP LCP Receive Configuration ACK
16:56:57, 17 Feb. (167123.260000) PPP LCP Send Configuration Request
16:56:57, 17 Feb. (167123.250000) PPP LCP Receive Configuration Reject
16:56:57, 17 Feb. (167123.250000) PPP LCP Send Configuration ACK
16:56:57, 17 Feb. (167123.250000) PPP LCP Receive Configuration Request
16:56:57, 17 Feb. (167123.250000) PPP LCP Send Configuration Request
16:56:07, 17 Feb. (167073.090000) PTM over DSL is up
16:55:31, 17 Feb. (167037.670000) PTM over DSL is down after 2147 minutes uptime
16:55:31, 17 Feb. (167037.670000) PPPoE is down after 2146 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
16:55:28, 17 Feb. (167034.660000) PPP LCP Send Termination Request [User request]
05:09:08, 16 Feb. (38258.120000) WAN operating mode is VDSL
05:09:08, 16 Feb. (38258.120000) Last WAN operating mode was VDSL
05:09:07, 16 Feb. (38256.970000) PPP IPCP Receive Configuration ACK
05:09:07, 16 Feb. (38256.970000) PPP IPCP Send Configuration Request
05:09:07, 16 Feb. (38256.960000) PPP IPCP Receive Configuration NAK
05:09:07, 16 Feb. (38256.950000) PPP IPCP Send Configuration ACK
05:09:07, 16 Feb. (38256.950000) PPP IPCP Receive Configuration Request
05:09:07, 16 Feb. (38256.950000) PPP IPCP Send Configuration Request
05:09:06, 16 Feb. (38255.960000) PPPoE is up -​ Down Rate=23830Kbps, Up Rate=8288Kbps; SNR Margin Down=15.4dB, Up=6.2dB
05:09:06, 16 Feb. (38255.950000) CHAP authentication successful
05:09:06, 16 Feb. (38255.920000) CHAP Receive Challenge
05:09:06, 16 Feb. (38255.920000) Starting CHAP authentication with peer

 

jab1
Legend
Posts: 17,307
Thanks: 5,583
Fixes: 259
Registered: ‎24-02-2012

Re: Cost Up, but Speed Down

@dougjbarnes1 Report a broadband fault. Despite @csmith94 's post, there is something not right with your connection.

John
dougjbarnes1
Grafter
Posts: 78
Thanks: 4
Registered: ‎19-10-2016

Re: Cost Up, but Speed Down

I already have, they're looking at it

jab1
Legend
Posts: 17,307
Thanks: 5,583
Fixes: 259
Registered: ‎24-02-2012

Re: Cost Up, but Speed Down

Fair enough, but if they say there is no issue, let us know.

John
Dan_the_Van
Aspiring Hero
Posts: 2,695
Thanks: 1,271
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Registered: ‎25-06-2007

Re: Cost Up, but Speed Down

@jab1 

What should be noted is: - DSL down

16th Feb 05:09

17Th Feb 16:55

from 25th Feb all the failures are around 03:45 in the morning with the latest being 04:40

Something else could be going on?

Dan

jab1
Legend
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Registered: ‎24-02-2012

Re: Cost Up, but Speed Down

@Dan_the_Van Now you mention it, very possibly. I'll have another think when I get back - just going out for a while now.

John
jab1
Legend
Posts: 17,307
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Registered: ‎24-02-2012

Re: Cost Up, but Speed Down

@Dan_the_Van Following on from your comment about the timing of the drops, I wonder if the very high D/S SNR figure in the reconnection messages is pointing somewhere?

John
Dan_the_Van
Aspiring Hero
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Registered: ‎25-06-2007

Re: Cost Up, but Speed Down

@jab1 I would check for overnight maintenance for those days with the early morning drops.

6. Data rate: 8561 / 24968
7. Maximum data rate: 8561 / 46554
8. Noise margin: 6.1 / 15.0
9. Line attenuation: 30.3 / 22.0
10. Signal attenuation: 29.5 / 20.9

The down data rate and maximum data rate values are wide apart which is not really expected and a high snr.

Maybe @csmith94 can do some further checks