Internet speed around 1/4 of usual

[#1]

For the past couple of days, my download speed has been around 1/4th of what it usually is, following the advice from another thread I checked the 'Downstream sync speed' on the status page of the router hub, and I can confirm that these numbers are also lower than the speed I should be getting. 

[#2]

@domfr202 A little more information would help other Community members help you. Welcome to the forums, BTW.

For Community members to be able to help, information from these two sites, as screenshots, posted as pictures within the topic, not as attachments:-

BT Broadband(obscuring your phone number) and BTW Performance Tester - Over a wired (Ethernet) connection if at all possible, please report the 'ADDITIONAL DIAGNOSTICS', and sight of the broadband connection status from your Hub (with the 'Username' obscured) would be a good starting point.

For the Hub One -

Navigate from the Home Screen to Troubleshooting > Helpdesk

For the Hub Two -

Navigate from the Home Screen to Advanced Settings > Technical Log > Information

It may also be a good idea to report the results of a Quiet Line Test - dial 17070 option 2 from a (preferably corded) phone. After the confirmation of your phone number, there should be total silence apart from the regular 'Quiet Line Test' announcement. Any other noise - report a PHONE fault first.

If you can provide this detail, we may have a starting point. Any questions, feel free to ask.

[#3]

Product name,Plusnet Hub Two
Serial number,+108417+2147008164
Firmware version,v0.06.00.12134-PN (Tue Dec 14 10:24:54 2021)
Board version,R01
GUI version,1.6 19_10_2021
DSL uptime,0 days 1 Hours 7 Mins 26 Secs
Data rate,7.8 Mbps / 19.3 Mbps
Maximum Data rate,10.2 Mbps / 21.7 Mbps
Noise margin,8.9/6.4
Line attenuation,39.3/36.7
Signal attenuation,37.3/34.0
VLAN id,101
Upstream error control,Off
Downstream error control,Off
Data sent / received,80.5 MB Uploaded / 978.9 MB Downloaded
2.4 GHz wireless network name,PLUSNET-QKC2XJ
2.4 GHz wireless channel,Smart (Channel11)
5 GHz wireless network name,PLUSNET-QKC2XJ
5 GHz wireless channel,Smart (Channel36)
Wireless Security,WPA2 (Recommanded)
Wireless mode,Mode 1
Firewall,On
MAC address,C0:D7:AA:3A:0B:D0
Software variant,-
Boot loader, 0.1.7-PN (Thu Nov 30 09:45:22 2017)

https://imgur.com/a/QgQbVRC

[#4]

@domfr202 Thanks for that data - I assume you are on the 80/20 (Fibre Extra) package? From what I can see, I strongly suspect there is a big problem somewhere in the BT/OR network causing you to lose the DSL connection. Did you check the phone line for noise, as that can also cause a similar occurrence?

[#5]

Yeah, I'm on the Fibre extra package. I can't check the phone line for noise as we don't have a landline.

[#6]

You mean you don't have a phone - rather unfortunate, as a cheap corded handset is an essential tool for fault finding on ADSL/FTTC connection.

No major problem, but it would have helped. However, in light of what information we have, I suggest you report a broadband issue via: https://www.plus.net/help/report-a-problem/broadband/ .

Please let us know the result - which you should get sometime tomorrow morning.