DSL Broadband speeds limited to half, possible noise on line.

[#1]

Unfortunately no access to FTTP here.

The event log shows little more than "Error no carrier" and the usual traffic. I switched routers again because I got several chained disconnections, but it continued with the other router.

Will post some logs later I guess, but I still reckon the issue is at the cabinet.

[#2]

The link takes you to a page which directs you as follows …

Report your problem by text message

Our text service is available 24 hours every day.  

Text HELP for broadband or Text PHONE for home phone to 07800008121 (charges may apply at your standard rate)

• We’ll run tests on your connection to find out what’s going on
• If you need an engineer, we’ll text you in 15 mins to book a slot
• If no engineer’s needed, our UK based support team will call you within 30 mins to help sort the problem
• Call backs available Mon-Sun: 8am to 7.30pm

Did you do that?

[#3]

@Dan_the_Van 

Thanks for your time, it is not a lot of fun sifting through event logs but maybe you can spot something I don't see.

Not certain which information I should be hiding but redacted some things.

Attached event log csv and cut and pasted general info here:

Product name,Plusnet Hub Two
Serial number,+108417+2236000041
Firmware version,v0.10.00.04201-PN (Thu Apr 20 16:54:19 2023)
Board version,R01
GUI version,1.9 16_08_2022
DSL uptime,0 days 0 Hours 12 Mins 35 Secs
Data rate,2.0 Mbps / 32.4 Mbps
Maximum Data rate,4.6 Mbps / 78.6 Mbps
Noise margin,9.1/19.4
Line attenuation,7.8/16.3
Signal attenuation,9.2/13.9
VLAN id,101
Upstream error control,Off
Downstream error control,Off
Data sent / received,1.9 MB Uploaded / 53.3 MB Downloaded
Broadband username,redacted
2.4 GHz wireless network name,redacted
2.4 GHz wireless channel,Smart (Channel1)
5 GHz wireless network name,redacted
5 GHz wireless channel,Smart (Channel48)
Wireless Security,WPA2 (Recommanded)
Wireless mode,Mode 2
Firewall,On
MAC address,redacted
Software variant,-
Boot loader, 0.1.7-PN (Thu Nov 30 09:45:22 2017)

[#4]

@Townman 

Ah that, thanks for clarifying - no I don't want another engineer, I've had 2 who have said the connection is perfectly fine.

First one replaced the older socket and tested, and the second tested and said it was excellent, but that he'd take a look at the cabinet and that my internet would drop while he looked at it 100 metres away.

Ironically the internet didn't drop for 2 hours after he left, so I don't believe he bothered to look at cabinet.

Soon after, the problems continued as normal. Occasional bursts of chain disconnects, or an excessive (but almost manageable aside from speed drops) amount of individual ones throughout the day.

When I had similar problems years ago, the only thing the engineer did do was look at the cabinet and fixed it, he didn't even come into the property.

There is no point sending an engineer out to tell me the exact same thing again.

Both times I tried that, the Plusnet people told me there was "significant" resistance on the line, while the Openreach engineers said the line was perfect.

Like you say, it depends on the times there is resistance or not. Sometimes it's fine for an hour or two, sometimes much longer when I'm not using it. Can't have an engineer waiting around three hours for a bad patch.

I appreciate your replies. Apologies if I come off as rude.

[#5]

The connection is NOT fine as indicated by the router stats.  SNRM metrics are way higher than they should be, thereby crippling the line speed.  The higher than correct SNRM is usually a factor of a line fault, or certainly the presence of noise.

Just because an engineer did not find a fault does not mean there’s no fault to find.  An engineering visit will not be sanctioned unless line tests indicate the necessity for such.  Therefore there’s no merit in not running the tests … unless you are content to accept no improvement.

[#6]

@alexrpm 

Looking at the event log there are multiple DSL Link Down messages during the day, totalling 85 since the 9 June. Some could be down to Openreach work attempting to not fix your issue.

There must have been many WAN messages in the event log as the history only goes back to 09 June 2025.

 I would expect you'd notice the Hub's light flashing Orange. This really does need further investigation as it should not be like that. 

Data rate,2.0 Mbps / 32.4 Mbps
Maximum Data rate,4.6 Mbps / 78.6 Mbps
Noise margin,9.1/19.4
Line attenuation,7.8/16.3
Signal attenuation,9.2/13.9

The Maximum Data rate upload speed seems to be strangely low compared to the down, with the connection history being truncated there.

Are you aware of your Minimum Guaranteed Speed for your contract?

As @Townman stated "Just because an engineer did not find a fault does not mean there’s no fault to find.  An engineering visit will not be sanctioned unless line tests indicate the necessity for such"

What is in your favour is the connection is not stable proof provided by the event log

EDIT: I'm wondering if this a Unlimited Fibe contract 40/10 which might account for the higher SNRM and lower Data rate speed? 

[#7]

@Dan_the_Van 

If this were a 40/10 provision, given the SNRM headroom I’d expect the sync rate to max out at 40/10.

Also for a good while services have been provisioned on as fast as the line can go.

[#8]

@Dan_the_Van 

I didn't even know there was a guaranteed minimum speed or where to find it, but the email says:

"Minimum Guaranteed Speed: 70.3Mb.

Your Minimum Guaranteed Speed is an important number, find out more about what it means in our guide.

Here are some additional off-peak speed estimates for your line
Maximum download speed: 72Mb, Maximum upload speed: 17Mb, Minimum upload speed: 15Mb".

Package was called "Unlimited Fibre Extra". Pretty sure it was supposed to be faster than the one I was on previously because I need faster speed for the game streaming services I use. That was a waste of money then.

Lmao. Currently downgraded to 25mb..

I don't know anything except the connection keeps dropping and I have no idea why, and two engineers have no idea why. Who knows if it's even an issue Plusnet is responsible for.. house wiring gone funny, apps on my phone doing weird things or copper wiring damaged somewhere. I've tried different power sockets, different routers (not often), factory resets, different dsl cables (twisted pair, shielded).

I didn't have serious issues until they installed a new fire alarm in the apartment building, but I have no idea where that cabling is because it's not in my apartment or the attic crawls space of it which is sectioned off.

Could be a coincidence. I had similar issues a year or so prior but I didn't want an engineer around so I just waited for it to fix itself and it did.

[#9]

Have you raised a fault report?

[#10]

Now reduced to 20mbs.

Yes, twice in the last couple of months and they didn't fix it.

Having to book an engineer slot and cost me the use of my day off waiting for these people when they're telling me the thing is "fine" or "fixed", or even phoning before showing up to tell me "you don't need me do you? you had an engineer last week".

I need my days off. Can't keep booking days off to be told the same thing. Too much stress, too much of a waste of time. People on reddit talking about 5 engineer visits with no resolution before giving up.

If they had any intention of fixing it, they'd actually look at the cabinet like they said they would AND CLEARLY DIDN'T.

What they are doing is throttling users to rip them off and ease connection speeds for everyone else because they don't want to upgrade their infrastructure and most people don't use the bandwidth, like I do for high volume game streaming.

Plusnet are con merchants selling me a higher priced internet speed and only delivering on it until I actually use it.

[#11]

@alexrpm 

This is really poor, if you haven't already I would raise a complaint.

See https://www.plus.net/help/legal/complaints-code-of-practice/ 

[#12]

Hey @alexrpm 👋

I am sorry to see that this fault is still ongoing. I attempted to call you but was unable to reach you. I reviewed the latest engineer report from 20/05/2025 and am confused as to why they did not identify the fault. After rerunning line tests, I have confirmed that a fault is still affecting your line, and it requires an engineer visit.
 

Please reply with a suitable date and time for a call, or you can contact our Technical team at 0330 1239 123.

Upon reviewing the speed history, I can see a gradual decline in speeds. Starting around June 15th (from a 30-day history), the average speed was approximately 44 Mbps, which was not ideal, but things have worsened since then. Currently, the average speed is about 20 Mbps. Additionally, the margins on the line indicate that it has been banded due to this fault ongoing fault.