Download speed stuck at maximum of 2 Mb/s
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- Re: Download speed stuck at maximum of 2 Mb/s
01-07-2017 7:00 PM
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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
Fixed! Go to the fix.
Re: Download speed stuck at maximum of 2 Mb/s
02-07-2017 8:58 AM - edited 02-07-2017 9:55 AM
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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.
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.
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Download speed stuck at maximum of 2 Mb/s
02-07-2017 9:51 AM
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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 |
|
|
Let us know how you get on.
Re: Download speed stuck at maximum of 2 Mb/s
02-07-2017 10:56 AM
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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
Re: Download speed stuck at maximum of 2 Mb/s
02-07-2017 12:16 PM
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Can you please do another BT Speed test - further diagnostics - and report back the BT Profile figure.
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Download speed stuck at maximum of 2 Mb/s
02-07-2017 1:58 PM - edited 02-07-2017 2:00 PM
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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.
Re: Download speed stuck at maximum of 2 Mb/s
02-07-2017 2:11 PM
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@Gandalf - needs stronger magic please!
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
02-07-2017 6:18 PM
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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.
Re: Download speed stuck at maximum of 2 Mb/s
02-07-2017 9:22 PM - edited 02-07-2017 10:01 PM
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Many thanks, I did a speed test and received ~6.5 Mb/s, it seems to be on a newer profile now!
Re: Download speed stuck at maximum of 2 Mb/s
02-07-2017 10:07 PM
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