Download speed stuck at maximum of 2 Mb/s

[#1]

Evening all, I signed up to Plusnet at the start of the month, so far I haven't been able to surpass 2 Mb/s on download (often it is at 0.5 Mb/s or below).

From BT Wholesale:

Download speed achieved during the test was - 0.98 Mbps
 For your connection, the acceptable range of speeds is 0.4 Mbps-2 Mbps.
 Additional Information:
 Your DSL Connection Rate :8.13 Mbps(DOWN-STREAM), 0.45 Mbps(UP-STREAM)
 IP Profile for your line is - 2 Mbps

 From Plusnet:

Phone exchange:

DEDDINGTON

Estimated line speed:

7Mb (This may vary between 6.5Mb and 8Mb) - Checked on 2017-06-06 21:57:38

Current line speed:

7.15 Mb

From Router:

1 - Product name:	Plusnet Router
2 - Serial number:	N7170351B000393
3 - Firmware version:	7.275.6_F2704N_Plusnet
4 - Board version:	F@ST2704N
5 - Mode	ADSL
6 - Uptime:	0 days 00:14:59
7 - Data rate:	448/8128
8 - Maximum data rate:	1108/11608
9 - Noise margin:	24.0/17.9
10 - Line attenuation:	8.0/12.5
12 - Data sent/received:	8.2M/193.0M
20 - Broadband username:	----------@plusdsl.net
21 - Wi-Fi network/SSID:	-----
22 - Wi-Fi connections:	Enable(802.11 b/g/n(up to 144 Mb/s))20 MHz WPS enabled
23 - Wi-Fi security:	WPA2
24 - Wi-Fi channel:	Automatic (Smart Wireless)
25 - Firewall:	Off
26 - MAC Address:	f8:ab:05:87:e4:41
27 - Software variant	Version 1.0
28 - Boot loader:	7.275.6

A person for the help desk 'reset' my line earlier today saying that within 24hrs I should see an improvement in speed and that I would need to restart my router. I did see an immediate improvement to around 6Mb/s, but then it died to lieterally 0.1 Mb/s download speed for around 30 mins. I spoke to another adviser that said is could be a bad BRAS profile.

Any help would be greatly appreciated,

Thanks,

Hob

[#2]

Hi @hob,

A warm welcome to the forums.  Thank you for providing all of the right information for such a problem up front - it makes it so much easier to offer advice.  There is something very odd here about your line's configuration / operation and I suspect that something is stuck within BT Wholesale's systems.

Looking at the stats provided...

10 - Line attenuation:

8.0/12.5

This implies an expectation of a line speed circa 8Mbps on 20CN (ADSL) or 22Mbps on 21CN (ADSL2+).  It looks as though you are on ADSL(1) running at full speed with lots of spare SNRM.  If ADSL2 is available a re-grade will deliver a marked improvement.

Please use the following links to check the services available ADSL/2/2+ and their estimated speeds. From the first link, please record and report back the distance from the exchange. The second link advises of which fibre services (if any) are available on your line and their anticipated speed.

• Kitz line check
• Kitz BT checker

 For your connection, the acceptable range of speeds is 0.4 Mbps-2 Mbps.

 Additional Information:
 Your DSL Connection Rate :8.13 Mbps(DOWN-STREAM), 0.45 Mbps(UP-STREAM)
 IP Profile for your line is - 2 Mbps

It is quite evident that BT Wholesale information about your line is confused - it accurately reports the current synch speed but has got an entirely wrong BRAS profile for that synch speed.

Current line speed:7.15 Mb

PlusNet has got the correct profile for the synch speed - which could imply that PlusNet is not receiving profile update data or BTw's left and right hands are confused.  These sort of issues have been seen before on CN20 - I am surprised that the support agents you've encountered have not been able to fix this.  Sometimes it takes repeated attempts to fix these issues.

@Gandalf - can you assist please.

[#3]

Hi Hob,

Sorry to hear you're having speed issues.

Your router is in sync at a perfect speed for 20cn ADSL Max.

	Upstream DSL Link Information	Downstream DSL Link Information
Loop Loss:	7	12
SNR Margin:	23	18
Errored Seconds:	0	0
HEC Errors:	0	0
Cell Count:	545377982	1390149193
Speed:	448	8128

There's no IP/BRAS profile showing now, which indicates it may have been removed overnight? Can you try rebooting your router and retest your speed for me please?

Good news is that your exchange should be 21cn enabled shortly...

WBC

Product status: Planned Product RAG: Green Reason code: A - ADSL is already enabled on this line Ready date: 01-08-2017

Speed: 17000 Min: 10000 Max: 19500

Let us know how you get on.

[#4]

Thanks guys for the information,

I have rebooted but I am still at 2 Mb/s download, I am 538m from the exchange (direct) or 0.7km by road.

In terms of what's available, ADSL Max and fixed rate are the two choices with ADSL2+ being enabled in August.

Cheers,

Hob

[#5]

Can you please do another BT Speed test - further diagnostics - and report back the BT Profile figure.

[#6]

Sure:

Download speed achieved during the test was - 1.17 Mbps
 For your connection, the acceptable range of speeds  is 0.4 Mbps-2 Mbps.
 Additional Information:
 Your DSL Connection Rate :8.13 Mbps(DOWN-STREAM), 0.45 Mbps(UP-STREAM)
 IP Profile for your line is - 2 Mbps

Still on IP Profile of 2 Mbps by the looks of it.

[#7]

@Gandalf - needs stronger magic please!

[#8 · Accepted solution]

I've raised this with our suppliers and I suspect the profile should be updated in the next 4 hours or so.

We'll double check this tomorrow although hopefully you see the improvement before we do.

[#9]

Hi Matthew,

Many thanks, I did a speed test and received ~6.5 Mb/s, it seems to be on a newer profile now!

[#10]

Fantastic news keep an eye on it and let us know how it goes over the next couple of days.