Incredibly Slow Speed

[#1]

I shouldnt have to post here again but whatever.

Internet is running at 0.2mbps and has been for 5 days now, I've had a fault ticket open for that same amount of time but apart from the usual 'replace everything and run it through the Master Socket' message I've had no reply from Plusnet at all

BTWholesale test give me this

Summary of Performance Test

Timestamp

Thursday 20 May 2021 | 12:27:44

Ping

707 Ms

Download

0 Mbps

Upload

0 Mbps

Summary Advanced Test

The Performance Tester is currently unable to run a speed test for your broadband connection. Please try again shortly, however if this problem persists, raise the issue with your service provider.

and the Plusnet Router give me this

8. Noise margin:	10.9 / 29.3
9. Line attenuation:	19.6 / 38.9
10. Signal attenuation:	19.6 / 36.2

The last time this happened it turned out ot be that my line was banded and all Plusnet did was reset my line and removed the banding

Please just do ANYTHING Plusnet

I can guarantee that I'm still being charged for this week of dial up speed 'broadband'

[#2]

@Robert88 From those very abridged stats, you have a major problem. In order for other Community members to help, the full Help Desk information, with personal details redacted would be helpful. Also, have you checked your land line for noise?

[#3]

Land line is crystal clear

Here are some more details

4. Board version: Plusnet Hub One 5. DSL uptime: 0 days, 00:45:37 6. Data rate: 828 / 287 7. Maximum data rate: 21215 / 3028 8. Noise margin: 10.9 / 29.3 9. Line attenuation: 19.6 / 38.9 10. Signal attenuation: 19.6 / 36.2 11. Data sent/received: 2.8 MB / 19.7 MB 12. Broadband username: ---------@plusdsl.net 13. 2.4 GHz Wireless network/SSID: PLUSNET-TSFS 14. 2.4 GHz Wireless connections: Enabled (802.11 b/g/n (up to 144 Mb/s)) 15. 2.4 GHz Wireless security: WPA2 16. 2.4 GHz Wireless channel: Automatic (Smart Wireless) 17. 5 GHz Wireless network/SSID: PLUSNET-TSFS 18. 5 GHz Wireless connections: Enabled (802.11 a/n/ac (up to 1300 Mb/s)) 19. 5 GHz Wireless security: WPA2 20. 5 GHz Wireless channel: Automatic (Smart Wireless) 21. Firewall: Default 22. MAC Address: a8:9a:93:2c:ee:b4 23. VPI/VCI: 0 / 38 24. Modulation: G.992.5 Annex A 25. Latency type: Interleaved 26. Software variant: AA 27. Boot loader: 1.0.0
The recent bad weather did cause the router to reset a few times in fairly quick succession, which is what caused the line to be banded last time so there is that

[#4]

OK. Next question - have you moved from ADSL to FTTC recently, or were you always on it?

Those SNR figures, and data rates, look very strange/worrying.

[#5]

Nope absolutely nothing has changed with packages or anything like that, always been ADSL

Speed was averaging 6-7+mbps last week

Bad weather caused multiple resets

Speed is now 0,2mbps

This has all heppened before in almost exactly the same way, speed is good, multiple resets happen, speed becomes very poor until Plusnet resets the line

[#6]

I'm confused - your maximum upload data rate is impossible on ADSL and you are running a Hub1.

[#7]

The upload speed is never above 1mbps regardless of what it says anywhere

The Hub 1 was from Plusnet who years ago said that it would fix my slow speed (May have been the last time this happened?)

It didn't

[#8]

OK, understand the hub situation now. I'm afraid there is little I can really suggest at the moment, but there are Help Team  members around. Hopefully one of them will be kind enough to have a look, and (hint,hint) provide a Radius Log and GEA test report.

[#9]

Thanks for your post @Robert88 

I'm sorry to see you're experiencing speed issues. Our tests are showing your line's banded at a max of approx 0.2mbps but line tests aren't showing the cause for this. On the face of things I suspect it's due to the drops you've had as pictured below, but you reported the problem before those drops.

I've reset your line to remove the banding, but if you get further issues we may need to look at arranging an engineer visit to investigate further. Let us know how it goes over the next day or so. 

If you're interested I've attached a copy of our testing below (from before the reset)

xDSL Status Check
Circuit ID:	[redacted CBUK]	Service ID:	[redacted BBEU]
Telephone NO.:	NA	Test Executed On:	20-05-2021 15:29:28

xDSL Status Test Summary
Sync Status:		Circuit In Sync
General Information
NTE Status:		NTE Power Status:	Unknown	Bypass Status:

	Upstream DSL Link Information	Downstream DSL Link Information
Loop Loss:	19.6	38.9
SNR Margin:	10.8	28.7
Errored Seconds:	0	0
HEC Errors:	0
Cell Count:	43206	570058
Speed:	828	284

Maximum Stable Rate (KBPS):	10208	Fault Threshold Rate (KBPS):	8166
Mean Time Between Retrains (Seconds):	21510	Mean Time Between Errors Upstream (Seconds):	5377
Indicative Line Quality:	A	Mean Time Between Errors Downstream (Seconds):	86400
Custom Thresholds
MTBR_RED:	MTBE_RED:
MTBR_GREEN:	MTBE_GREEN:

And the diagnostics after the reset:

Upstream Link Info

Loop Loss	SNR Margin	Errored Seconds	Hec Errors	Cell Count	Speed

19.8

10.1

0

0

159737

828

Downstream Link Info

Loop Loss	SNR Margin	Errored Seconds	Hec Errors	Cell Count	Speed

39.3

6.2

1

N/A

3623011

10720

Downstream BIP Interface Data

Current Line Rate	Line Rate Change TimeStamp	Maximum Stable Rate Recalculated	Profile TimeStamp	Maximum Stable Rate	Fault Threshold Rate	Interleaving Flag

250

19/05/2021 03:16:08

N

10/05/2021 03:39:44

10208

8166

A

[#10]

@Robert88 Any chance of your Help Desk tab sometime mid-morning tomorrow?

[#11]

---

@Gandalf wrote:

I've reset your line to remove the banding, ...

And the diagnostics after the reset:

Upstream Link Info

Loop Loss	SNR Margin	Errored Seconds	Hec Errors	Cell Count	Speed

19.8

10.1

0

0

159737

828

Downstream Link Info

Loop Loss	SNR Margin	Errored Seconds	Hec Errors	Cell Count	Speed

39.3

6.2

1

N/A

3623011

10720

---

Is that US still banded / capped?

[#12]

@Townman The upload speed's not capped because if it were it'd be at around 0.4mbps. Interleaving is enabled on the line which would likely be the reason it's stuck at about 0.8mbps. I can remove interleaving but it may cause further issues if there's an underlying issue. Let's see what @Robert88 comes back with if they have any problems with their speed now.

[#13]

Almost forgot

Everything has been fine since the reset yesterday, no problems at all

4. Board version:	Plusnet Hub One
5. DSL uptime:	1 days, 04:22:43
6. Data rate:	828 / 10722
7. Maximum data rate:	21118 / 10692
8. Noise margin:	9.9 / 5.5
9. Line attenuation:	19.8 / 39.3
10. Signal attenuation:	19.8 / 37.7
11. Data sent/received:	3.2 GB / 87.9 GB
12. Broadband username:	--------@plusdsl.net
13. 2.4 GHz Wireless network/SSID:	PLUSNET-TSFS
14. 2.4 GHz Wireless connections:	Enabled (802.11 b/g/n (up to 144 Mb/s))
15. 2.4 GHz Wireless security:	WPA2
16. 2.4 GHz Wireless channel:	Automatic (Smart Wireless)
17. 5 GHz Wireless network/SSID:	PLUSNET-TSFS
18. 5 GHz Wireless connections:	Enabled (802.11 a/n/ac (up to 1300 Mb/s))
19. 5 GHz Wireless security:	WPA2
20. 5 GHz Wireless channel:	Automatic (Smart Wireless)
21. Firewall:	Default
22. MAC Address:	a8:9a:93:2c:ee:b4
23. VPI/VCI:	0 / 38
24. Modulation:	G.992.5 Annex A
25. Latency type:	Interleaved
26. Software variant:	AA
27. Boot loader:	1.0.0

[#14]

Looks much better - but I'm a little confused by the reported maximum upload rate - is there something suspicious there, @Gandalf ?

[#15]

@jab1  I wondered about that too, but it is the same in post 3. Might be a Hub1 running in an ADSL line peculiarity!