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Getting <3Mbps during peak hours. Connected at 19Mb/s

metamongoose
Newbie
Posts: 3
Registered: ‎09-05-2014

Getting <3Mbps during peak hours. Connected at 19Mb/s

Hi everyone,
I've got a continuing and annoying problem with my internet speeds. Specifically, my browsing speeds. Web browsing (and speedtests) slow right down to sub 3 meg during peak hours. It speeds up again gradually after around midnight. At the moment I can get 7Mb/s. In the mornings it speeds right up again to close to my sync speed, which is 19Mb/s.
Here is the stats page from my router:
Mode: ADSL_2plus
Traffic Type: ATM
Status: Up
Link Power State: L0

Downstream Upstream
Line Coding(Trellis): On On
SNR Margin (0.1 dB): 60 133
Attenuation (0.1 dB): 115 56
Output Power (0.1 dBm): 0 124
Attainable Rate (Kbps): 21544 888

Path 0 Path 1
Downstream Upstream Downstream Upstream
Rate (Kbps): 19404 888 0 0

MSGc (# of bytes in overhead channel message): 45 10 0 0
B (# of bytes in Mux Data Frame): 154 13 0 0
M (# of Mux Data Frames in FEC Data Frame): 1 8 0 0
T (Mux Data Frames over sync bytes): 5 9 0 0
R (# of check bytes in FEC Data Frame): 14 16 0 0
S (ratio of FEC over PMD Data Frame length): 0.2552 4.0 0.0 0.0
L (# of bits in PMD Data Frame): 5296 256 0 0
D (interleaver depth): 96 8 0 0
Delay (msec): 6.12 8.0 0.0 0.0
INP (DMT symbol): 1.1 2.0 0.0 0.0

Super Frames: 10796095 9739088 0 0
Super Frame Errors: 49 0 0 0
RS Words: 19499571 1244422 0 0
RS Correctable Errors: 2507 0 0 0
RS Uncorrectable Errors: 0 0 0 0

HEC Errors: 881 0 0 0
OCD Errors: 0 0 0 0
LCD Errors: 0 0 0 0
Total Cells: 56954941 2583750 0 0
Data Cells: 698147 174314 0 0
Bit Errors: 0 0 0 0

Total ES: 21 0    
Total SES: 1 0    
Total UAS: 193 193  
I've raised this issue with tech support a number of times. Every time their response has been to raise the SNR target, which has had zero effect. I have a utility which allows me to change the SNR target myself, and even when raised to 12db, with a subsequent sync speed drop to around 12Mb/s, I still get only 2-3Mb/s during peak times. This points to it being some other problem other than a noise issue.
I'm quite frustrated with it now, as the responses from the tech support team has ignored most of my questions. I don't want to spend an hour on the phone waiting to get through to someone who will run through all the steps. Maybe someone here can shed light on the situation.
I'm on the Tulse Hill exchange, which is a couple of hundred metres away. Perhaps it's a contention issue? I know the ISP can do little about this, but it would be a step forward for this to be admitted, if it is indeed the case. I don't know.
6 REPLIES
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: ‎26-11-2011

Re: Getting <3Mbps during peak hours. Connected at 19Mb/s

Hi metamongoose,
I'm sorry to hear that you've gone around in circles with this issue :/
I'll take a look at your exchange data tomorrow and see if I can shed any light on this for you. In the meantime, do you have a Think Broadband Quality Monitor? If not, would you be happy to set one up? Further details can be found on this here: http://community.plus.net/forum/index.php/topic,106312.0.html
Chris Pettitt
Cloud Environments Engineer
metamongoose
Newbie
Posts: 3
Registered: ‎09-05-2014

Re: Getting <3Mbps during peak hours. Connected at 19Mb/s

My Broadband Ping
I set one up but I don't have a fixed IP so I don't know how long it'll last, especially with continued testing on my line!
Thanks in advance for looking into it for me. Now I really should go to bed!
Community Veteran
Posts: 26,720
Thanks: 934
Fixes: 10
Registered: ‎10-04-2007

Re: Getting <3Mbps during peak hours. Connected at 19Mb/s

Looks like your router is set to not respond to pings.
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
owenojo
Newbie
Posts: 8
Registered: ‎05-11-2013

Re: Getting <3Mbps during peak hours. Connected at 19Mb/s

Hi, Tulse Hill is even listed on http://community.plus.net/exchange-information/ so looks like a congestion issue with BT!
Hope that helps!
Highlighted
metamongoose
Newbie
Posts: 3
Registered: ‎09-05-2014

Re: Getting <3Mbps during peak hours. Connected at 19Mb/s

I've set my router to allow pings Smiley
owenojo, that's precisely the information I've been looking for. In my many attempts to get to the bottom of this, the page you just linked never came up. I must have overlooked it.
I've submitted two support tickets since that congestion was reported according to the table. I wish the plusnet engineers who looked into it had responded to my request for confirmation that there's congestion, rather than just futilely resetting my SNR target.
I guess I just keep checking back on that site to check the progress on BT's investigations. I'm happy enough to do this, much better than thinking there's something I can do about it, or something I've missed.
Thanks guys.
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: ‎26-11-2011

Re: Getting <3Mbps during peak hours. Connected at 19Mb/s

Yep - there is an issue at your exchange, I'm just grabbing an update on this.
Edit: Right, we're awaiting an update from the Capacity Management Team, as soon as I get it, I'll let you know.
Chris Pettitt
Cloud Environments Engineer