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Hi, my broadband speed went from 4-5M to 1-1.5M about two weeks ago.

andyram
Newbie
Posts: 9
Registered: 31-07-2017

Hi, my broadband speed went from 4-5M to 1-1.5M about two weeks ago.

Hi

Nothing has changed my end but it is unusable now. can you help?

 

thanks

 

Andrew

29 REPLIES
Rossco72
Dabbler
Posts: 18
Registered: 30-06-2017

Re: Hi, my broadband speed went from 4-5M to 1-1.5M about two weeks ago.

A number of us in the same boat Andy. Sorry to hear you are yet another sufferer.

Plusnet Help Team
Plusnet Help Team
Posts: 17,636
Thanks: 619
Fixes: 159
Registered: 05-04-2007

Re: Hi, my broadband speed went from 4-5M to 1-1.5M about two weeks ago.

@andyram

Your line has been very stable:

 

 The errors on the line and the line stats look good, with the exception of the sync speed which is lower than I'd expect.

 

First step I'd suggest is a single disconnect and reconnect of the router to see if that kicks the sync speed back.

 

@Rossco72

I understand your speeds have dropped, however the reasons for this may be completely different to the other threads you've posted on and unfortunately doing so may simply muddy the waters with looking in to the issue. We'll continue responding to your issues on your own thread.

If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Help Team
andyram
Newbie
Posts: 9
Registered: 31-07-2017

Re: Hi, my broadband speed went from 4-5M to 1-1.5M about two weeks ago.

Chris,

Thanks I did restart it but Ill try again tonight

 

Andrew

 

Plusnet Help Team
Plusnet Help Team
Posts: 4,071
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Registered: 21-04-2017

Re: Hi, my broadband speed went from 4-5M to 1-1.5M about two weeks ago.

No problems Andrew, let us know how it goes.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
notmyname
Grafter
Posts: 48
Thanks: 14
Registered: 20-03-2016

Re: Hi, my broadband speed went from 4-5M to 1-1.5M about two weeks ago.

Out of interest, you said you restarted the router. What time/day did you do so?
andyram
Newbie
Posts: 9
Registered: 31-07-2017

Re: Hi, my broadband speed went from 4-5M to 1-1.5M about two weeks ago.

Hi,

 

I restarted the router this morning (I even took the line out for a bit) at around 5:30, still no change, if anything it went down to nearer 1M from speedtest.

The router (2704N) device info page says:

Upstream Kpps: 1060

Downstream Kpps: 1749

 

Also has:

Software version: 7.275.2_F2704N_Plusnet

Hardware version: F@ST2704N V1.0

 

Any other ideas

 

thanks

Andrew

Andrew

Superuser
Superuser
Posts: 9,975
Thanks: 1,510
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Registered: 22-08-2007

Re: Hi, my broadband speed went from 4-5M to 1-1.5M about two weeks ago.

Hi Andrew,

First a warm welcome to the forums.  I think it would be useful to take this back to basics.  There is a lot which you can do to help yourself - especially to avoid the cost of a BTOR engineer visit ... who finds a fault with your equipment or wiring.

Broadband is not going to work well if the "phone" line is not working properly.

 

Please perform a quiet line test - dial 17070 select option 2 using a corded phone plugged into the test socket behind the face plate of the master socket. It should be silent. A noisy phone line (or no dial tone) will have a marked adverse impact on the performance of broadband.

If the line is noisy or there is no dial tone, then a PHONE LINE fault needs to be raised with your phone provider. If this is PlusNet, you can report a fault on line using the button below.


 

What are the expectations for your line?

 

Please use the following links to check the services available 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.


 

How is your line performing?

 

Please post your router stats; for PN TG582n and 2704n routers use the buttons below, for other routers look at the Kitz link.

Also run a BT Wholesale speed test (ideally using an Ethernet wired PC with the WiFi turned off) then run the further diagnostics and post the results here. DO NOT REBOOT the router!

Also find your CURRENT SPEED (PlusNet line profile) from the PlusNet user portal - you will need to log in.


 

 

andyram
Newbie
Posts: 9
Registered: 31-07-2017

Re: Hi, my broadband speed went from 4-5M to 1-1.5M about two weeks ago.

Hi, many thanks. My expectations are to get the 4-5M I was getting. I will check the phone line as you asked, but here are my router stats from after the restart this morning.

Superuser
Superuser
Posts: 9,975
Thanks: 1,510
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Registered: 22-08-2007

Re: Hi, my broadband speed went from 4-5M to 1-1.5M about two weeks ago.

Hi Andrew,

That's not the information I'm looking for - its the DSL stats which tell all.  The link I provided should get you to the page containing the right information.

Plusnet Help Team
Plusnet Help Team
Posts: 4,071
Thanks: 852
Fixes: 208
Registered: 21-04-2017

Re: Hi, my broadband speed went from 4-5M to 1-1.5M about two weeks ago.

Here are the test results for this circuit.

 
  Upstream DSL Link Information Downstream DSL Link Information
Loop Loss: 24.8 53.5
SNR Margin: 5.5 2.6
Errored Seconds: 5 0
HEC Errors: 20  
Cell Count: 329607 2153443
Speed: 1060 1749
If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
andyram
Newbie
Posts: 9
Registered: 31-07-2017

Re: Hi, my broadband speed went from 4-5M to 1-1.5M about two weeks ago.

andyram
Newbie
Posts: 9
Registered: 31-07-2017

Re: Hi, my broadband speed went from 4-5M to 1-1.5M about two weeks ago.

I ran the BER test as it was there, here are the results

Many thanks
Andrew
Superuser
Superuser
Posts: 9,975
Thanks: 1,510
Fixes: 19
Registered: 22-08-2007

Re: Hi, my broadband speed went from 4-5M to 1-1.5M about two weeks ago.

@andyram,

Can you please complete the requests in post #8.

When I asked about expectations for your line - I did not mean yours, but rather the predictions published on the sites I provided links to.  There is no point you having expectations outside of what BT say your line is physically capable of doing.  I'm guessing that you are fairly rural on a long line. and an exchange which BT Wholesale has failed to invest in (still the rather old 20CN - not ADSL2 capable - equipment).

Edit: I should have checked the modulation code standard. Embarrassed

Have you followed the speed issues trouble shooting guide?  See the link below.  IS the router connected at the master socket?

 

@Chris@Gandalf

So the synch speed is below expectations ... where from here?  Raise a formal fault report? (Andrew see the other link below).

RealAleMadrid
Pro
Posts: 506
Thanks: 173
Fixes: 7
Registered: 07-07-2009

Re: Hi, my broadband speed went from 4-5M to 1-1.5M about two weeks ago.

The OP's modem is using G.DMT.bis  which I believe is ADSL2, this would explain the upload speed of 1060Kbps, the download speed is rather poor but I doubt if it will get up to 4 or 5 Meg that the OP is expecting with the attenuation at 53.5. It could be a line fault of course.