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Fibre extra under minimum guaranteed speed

louie_the_cat
Dabbler
Posts: 11
Registered: ‎07-03-2019

Fibre extra under minimum guaranteed speed

hello, we are on the fibre extra package with a minimum guaranteed speed of 47mbps and currently get more like 30-35mbps. a weekend or two ago we did have a few days where it was close to 60mbps but for some reason it halved overnight despite no obvious drops or anything to lower the profile.

 

could the line be reset to see if that helps please?

8 REPLIES 8
jab1
Legend
Posts: 17,719
Thanks: 5,758
Fixes: 265
Registered: ‎24-02-2012

Re: Fibre extra under minimum guaranteed speed

@louie_the_cat If there are underlying issues, a line reset will not help. Posting the results of BT Broadband (obscuring your phone number), the 'Advanced Diagnostics' from here: BTW Performance Tester , and your Hubs 'Help Desk' page (obscuring personal details) would be a little more useful.

John
louie_the_cat
Dabbler
Posts: 11
Registered: ‎07-03-2019

Re: Fibre extra under minimum guaranteed speed

I have got some screenshots, we do not use the PlusNet hub router as we have a Tp-Link Archer vr600

 

speed test.pngdsl checker.png

thanks,

jab1
Legend
Posts: 17,719
Thanks: 5,758
Fixes: 265
Registered: ‎24-02-2012

Re: Fibre extra under minimum guaranteed speed

@louie_the_cat Thanks for that information. Assuming the tests were run over an ethernet connection, there is obviously something amiss here. It is unfortunate that (a) the advanced diagnostics didn't run, but they quite often fail for some unknown reason, and (b) that you don't use a PN Hub. I have no experience of the vr600, but assume it has a page/window that gives data which shows (as a minimum) the connection speed, SNR values and DSL uptime?

The BT Broadband result (2nd picture)  is not really helpful either, as it is a fortnight out of date - not your fault. Would it be possible to try re-running both those BT tests again tomorrow to see if they run properly/give more up-to-date data?

John
Mustrum
Community Veteran
Posts: 3,610
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Registered: ‎13-08-2015

Re: Fibre extra under minimum guaranteed speed

The DSL checker does show a Bridge Tap which suggests a problem with your wiring or close to the house.

 

How is your phone line - quiet when you dial 17070 option 2?

jab1
Legend
Posts: 17,719
Thanks: 5,758
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Registered: ‎24-02-2012

Re: Fibre extra under minimum guaranteed speed

@Mustrum Missed the Bridge Tap - my bad. Thought of the phone test later, but got side-tracked before I could add it as a suggestion.

John
adam945
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 2,319
Fixes: 113
Registered: ‎01-12-2020

Re: Fibre extra under minimum guaranteed speed

Hello @louie_the_cat

Thanks a lot for getting in touch and I'm really sorry to hear that you're having issues with your connection speed. I'll pop my GEA test results below, they show that the line is in fact syncing above the speeds we told you to expect on your contract. Download speeds are coming in at 64.9Mbps, while we advised you to expect between 44Mbps - 50Mbps. 

You'll see that the line is banded at 67Mbps, though it's still well above the expected speeds on your line, so I wouldn't request a DLM reset in this instance.

Have you made any changes to the internal set up at all? My tests aren't showing a Bridge Tap. Smiley 

I've a hunch that your issues may be caused by the wireless connection within the property, can you confirm whether the test shown above is over a wired or wireless connection? If it's wired, would you be able to somehow log into your TP Link router and find the data rate for me? If you were using the Hub One I'd have been able to provide steps to access it, not sure with third party routers though. Smiley 

KBD
GEA Test Detail
Circuit ID NA Service ID  
 
 
Test Outcome Pass
Test Outcome Code GTC_FTTC_SERVICE_0000
Description GEA service test completed and no fault found .
Main Fault Location OK
Sync Status In Sync
Downstream Speed 64.9 Mbps
Upstream Speed 17.0 Mbps
Appointment Required N
Fault Report Advised N
NTE Power Status PowerOn
Voice Line Test Result Pass
Radio Frequency Ingress Not Detected
Repetitive Electrical Impulse Noise Not Detected
Cross Talk Not Detected
Estimated Line Length In Metres 413.1
Upstream Rate Assessment Low
Downstream Rate Assessment Reasonable
Interference Pattern Regular Interference Observed Daily
Service Impact No Impact Observed
Interference Duration Longest Occurrence ;00:00to23:45
Interference Location Customer Premise
Interference Observed In Days 14
Home Wiring Problem Not Detected
Downstream Policing Discard Rate 0.0
Customer Traffic Level Upstream and Downstream traffic detected
Technology VDSL
DP Type External
Profile Name 0.128M-67M Downstream, Interleaving Low - 0.128M-17M Upstream, Error Protection Off
Time Stamp 2022-07-12T13:00:00
Parameters MIN MAX AVG
Down Stream Line Rate 64.8 Mbps 64.8 Mbps 64.8 Mbps
Up Stream Line Rate 16.9 Mbps 16.9 Mbps 16.9 Mbps
Up Time 900.0 Sec 900.0 Sec 900.0 Sec
Retrains 0.0 0.0 0.0
 Adam
 Plusnet Help Team - Leeds
pjmarsh
Superuser
Superuser
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Registered: ‎06-04-2007

Re: Fibre extra under minimum guaranteed speed

@adam945, the timestamp on that GEA Test is from nearly 2 weeks ago.  Could that be why it is showing a faster sync and no  bridge tap?

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.

adam945
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 2,319
Fixes: 113
Registered: ‎01-12-2020

Re: Fibre extra under minimum guaranteed speed

I think that's an error on BT Wholesale's side to be honest, KBD tests are done in real time, I'll pop our RRT below as well which is always a day behind, looks to match the data shown on my GEA test. Smiley 

Good spot though Smiley 

 

Capture.PNG

 Adam
 Plusnet Help Team - Leeds