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Fibre 20mbps drop, now ping up to 40 from 20...help

Philmo999
Grafter
Posts: 27
Registered: 10-02-2013

Fibre 20mbps drop, now ping up to 40 from 20...help

I have an ongoing issue where my connection speed went down from 50mbps to 29. An engineer changed my modem, and the speed got back to normal. That same night it went back to 29 (and is still there). Tonight my ping has gone from around 20 to 41, which is a pain as i do a lot of online gaming. Although i hope PN will sort this, I could do with some further feedback. I have done the BT Wholsale speed test also - which yesterday said my expected top speed had gone down from 51 to 31mbps. Any help much appreciated. I am in the southwest, BS20 postcode.
43 REPLIES
Community Veteran
Posts: 19,101
Thanks: 443
Fixes: 21
Registered: 31-08-2007

Re: Fibre 20mbps drop, now ping up to 40 from 20...help

It sounds like your connection is dropping possibly due to a line fault. If you copy and paste the results form the full BT Diagnostic Speedtest it will shown your Downstream and Upstream profiles which are directly related to your sync speeds.
Can you hear any audible noise on the line when using the phone or had any problems with incoming or outgoing calls?
Plusnet Help Team
Plusnet Help Team
Posts: 13,479
Thanks: 246
Fixes: 68
Registered: 27-04-2007

Re: Fibre 20mbps drop, now ping up to 40 from 20...help

@Philmo999.
I can see that your connection has been unstable recently but has been back up constantly for the last 2 days. Raising a fault would be advisable if this starts to affect you again though:
http://faults.plus.net
Adam
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Philmo999
Grafter
Posts: 27
Registered: 10-02-2013

Re: Fibre 20mbps drop, now ping up to 40 from 20...help

Quote from: Anotherone
It sounds like your connection is dropping possibly due to a line fault. If you copy and paste the results form the full BT Diagnostic Speedtest it will shown your Downstream and Upstream profiles which are directly related to your sync speeds.
Can you hear any audible noise on the line when using the phone or had any problems with incoming or outgoing calls?

Thanks for taking the time to reply - I will post this report tonight. The phone lines seems ok, but will check again later. Do you mean the report via http://speedtest.btwholesale.com/ ?.
Philmo999
Grafter
Posts: 27
Registered: 10-02-2013

Re: Fibre 20mbps drop, now ping up to 40 from 20...help

Quote from: _Adam_Walker_
@Philmo999.
I can see that your connection has been unstable recently but has been back up constantly for the last 2 days. Raising a fault would be advisable if this starts to affect you again though:
http://faults.plus.net
Adam

I have sent a reply to your offices with a view to an engineer coming out for the 2nd time. Just seems strange that changing the modem put it right for a few hours, then back to normal.
Community Veteran
Posts: 19,101
Thanks: 443
Fixes: 21
Registered: 31-08-2007

Re: Fibre 20mbps drop, now ping up to 40 from 20...help

Hi,
yes - http://speedtest.btwholesale.com/ ; (you can ignore the red preamble apart form making sure nothing else/no programs are using your internet connection). After the initial results, click on the Further Diagnostics at the bottom of the page.
Philmo999
Grafter
Posts: 27
Registered: 10-02-2013

Re: Fibre 20mbps drop, now ping up to 40 from 20...help

Here is my Performance info.
In the last 3 days the Max achievable has gone down from 51 to 31.36 (after engineer came and changed modem) - seems too much of a coincedence to me. Just tested with speedtest.net and Ping was back to 23, on this test it was 41. It used to be below 21. Anyone ?
adie:quote
Community Veteran
Posts: 19,101
Thanks: 443
Fixes: 21
Registered: 31-08-2007

Re: Fibre 20mbps drop, now ping up to 40 from 20...help

I guess, as you haven't mentioned it, you haven't heard audible noise on the line which might indicate a faulty line. Do you know what tests Plusnet have carried out?
Does the connection now appear to be still stable at the current speed? What was the estimated speed you were given?
It might be an idea to ask Plusnet to post a Connection Chart on the thread here to see if you've had any further drops in connection.
Philmo999
Grafter
Posts: 27
Registered: 10-02-2013

Re: Fibre 20mbps drop, now ping up to 40 from 20...help

Since my last post, I spoke to Plus Net - and for some reason the reason for my reduction in potential maximum is they capped it temporallyHuh. No idea why, they have increased this cap to 78 - and now am getting 41mbps - not far short of constant 49 I was getting. Ping seems to of settled down to nearer 20 to 24. Very odd.

Plus net posting a Connection Chart will help (please).
Closer to original speed now....Thanks
adie:quote
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: 13-07-2012

Re: Fibre 20mbps drop, now ping up to 40 from 20...help

A graph of your connection:
<img src="http://ccgi.psmith12.plus.com/visradius/generated/image13606592302777.png"/>
It certainly seems to be stable at the minute, our faults team will be in-touch today.
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: 13-07-2012

Re: Fibre 20mbps drop, now ping up to 40 from 20...help

We've got engineer appointments available from tomorrow afternoon, which will be the best day for you?
Philmo999
Grafter
Posts: 27
Registered: 10-02-2013

Re: Fibre 20mbps drop, now ping up to 40 from 20...help

Quote from: chrispurvey
We've got engineer appointments available from tomorrow afternoon, which will be the best day for you?

Sorry for my delay in reply, I have got a message to confirm a call tomorrow (Wednesday) afternoon from 1:00 - which is fine.
As per last time can you please try to have the engineer call me 20 mins before he arrives on the mobile number provided.
I will do a further BtWholesale test tonight.
Thanks
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: 13-07-2012

Re: Fibre 20mbps drop, now ping up to 40 from 20...help

We've put that on the engineer notes, I'd advise be there if you can, but they should at least call when they get there if not before.
Philmo999
Grafter
Posts: 27
Registered: 10-02-2013

Re: Fibre 20mbps drop, now ping up to 40 from 20...help

Engineer turned up today, suggest he found a fault locally - out side house with wiring up telegraph pole needing upgrading.
I understand he has just returned with a hoist to change the necessary wiring / junction box- so fingers crossed.
Philmo999
Grafter
Posts: 27
Registered: 10-02-2013

Re: Fibre 20mbps drop, now ping up to 40 from 20...help

So after the engineer finished - he tested 47mbps at the modem with his test equiptment (I used to get 49 so that would of been ok). I while he was here still only got 29 on Lan connection - so BT man suggested likely that issue is internal between modem to router or to PC (surely cannot be PC as signal issues on all devices).
That was at 5:30.
At 8:30 guess what, struggled to get 1mbps !, spoke to PN - and will try to have someone look at in the morning. I was suggested would it hurt if turned off the modem & router, this did get some speed back.
It is now varyiong between 9 and 35. Better than 1, but clearly something is not right. Ping is consistently 45 or above, used to be mid 20's.
Could it be the router (Technicolour one).
Or should I allow a time for it to settle down ?.
Tempted to say leave it alone now, but feel as I had months of 49 lan connection - should get back there.
Will see how things are in the morning.