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Internet speed drops recently

Xm
Hooked
Posts: 8
Registered: ‎24-09-2022

Internet speed drops recently

Noticed internet speed drops recently. Plusnet promises the following: 

Estimated peak time speeds:
Download: 64 - 72Mb
Upload: 16 - 18Mb
These are the speeds your line is capable of at peak times.
Current line speed: 76.6Mb
This is a measure of the actual line speed you are now receiving based on the product you have taken.
Minimum Guaranteed Speed: 57.9Mb

 

However, in recent weeks the tested speed by those websites recommended by Plusnet ranges from 32Mb to 55Mb download only, but upload speed is fine. I have used the texts to ask for help. But it does not improve after refreshing the line. Any ideas please?

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jab1
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Posts: 16,634
Thanks: 5,236
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Registered: ‎24-02-2012

Re: Internet speed drops recently

@Xm Welcome to the forum. If you have used the bots to request help, have you received a response?

John
Xm
Hooked
Posts: 8
Registered: ‎24-09-2022

Re: Internet speed drops recently

Thanks jab1. Yes I used the bot service through texts. They reported that they checked the line to be working well, and refreshed the line. But the speed does not improve at all. Not sure if it is BT who owns the line and has problems in the region.

jab1
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Thanks: 5,236
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Registered: ‎24-02-2012

Re: Internet speed drops recently

OK, @Xm . Are your tests run over a wired or Wi-Fi connection - only ethernet connected ones will give a true picture?

If you would like a second opinion, or further help, can you please follow the below guide?

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 phone test is OK then take the front off your telephone master socket, you may need to remove two screws. In behind you will find the test socket. Plug a filter in here and connect that to your hub. If it’s still performing badly, report a fault at https://faults.plus.net.

John
Xm
Hooked
Posts: 8
Registered: ‎24-09-2022

Re: Internet speed drops recently

Thanks jab1. The slow-down only occurs recently without anything was touched. The wifi speed was >70Mb, but now only 30-50Mb. Frustrated. 

Xm
Hooked
Posts: 8
Registered: ‎24-09-2022

Re: Internet speed drops recently

Hub 2 info:

This is a list of your Plusnet Hub settings and current statistics.

Product code:Plusnet Hub Two
Serial number:XXXXXXXXXXXXXXXXXXXXX
Firmware version:v0.06.00.12134-PN
Firmware updated:16-May-2022
Board version:R01
GUI version:1.6 19_10_2021
DSL uptime:0 Days 13 Hrs 8 Mins
Data rate:19 Mbps / 54.567 Mbps
Maximum data rate:21.333 Mbps / 95.367 Mbps
Noise margin:6.3 / 11.1
Line attenuation:4.4 / 10.0
Signal attenuation:4.4 / 11.2
VLAN id:101
Upstream error control:Off
Downstream error control:Off
Data sent / received:780.1 MB Uploaded / 13.6 GB Downloaded
Broadband username:
2.4 GHz wireless network name:
2.4 GHz wireless channel:Smart (Channel 1)
5 GHz wireless network name:
5 GHz wireless channel:Smart (Channel 36)
Wireless security:WPA2
Wireless mode:Mode 1
Firewall:On
MAC address:C0:D7:AA:81:CC:58
Software variant:-
Boot loader:0.1.7-PN (Thu Nov 30 09:45:22 2017)
jab1
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Posts: 16,634
Thanks: 5,236
Fixes: 246
Registered: ‎24-02-2012

Re: Internet speed drops recently

@Xm Thanks for that. The figures presented there suggest to me there is a problem, most likely somewhere in the BT/OR network, as it is reporting a very low DSL uptime - unless you turn the router off overnight, which I doubt.

The rest of the information requested would be useful to form a full picture.

John
Xm
Hooked
Posts: 8
Registered: ‎24-09-2022

Re: Internet speed drops recently

@jab1  Hi John. I noticed you mentioned "turn the router off overnight", and realise that what I did... Perhaps this might be the cause due to the BT line management? Can keeping it on all day long turn things around? Many thanks.

LaurenB
Plusnet Help Team
Plusnet Help Team
Posts: 2,577
Thanks: 508
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Registered: ‎07-12-2017

Re: Internet speed drops recently

Hiya @Xm, thanks for getting in touch on our forums! I'm sorry that you've seen a drop in speed, I can see this our side too. 

 

I've ran a test and whilst no faults are being detected, a 'bridge tap' is being picked up somewhere (and looks like this has been picked up since the speed dropped around the 21st). 

 

Has anything changed on your side at all since then? Are you in your master socket currently?

If this post resolved your issue please click the 'This fixed my problem' button
 Lauren Barry
 Plusnet Help Team
jab1
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Thanks: 5,236
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Registered: ‎24-02-2012

Re: Internet speed drops recently


@Xm wrote:

@jab1  Hi John. I noticed you mentioned "turn the router off overnight", and realise that what I did... Perhaps this might be the cause due to the BT line management? Can keeping it on all day long turn things around? Many thanks.


If you habitually turn the Hub off overnight, eventually the DLM will pick it up as a 'fault' and try to rectify it - the Hub is intended to stay on 24/7/365.

 

EDIT - you need to get the 'bridge tap' on @LaurenB 's post sorted as well.

John
Xm
Hooked
Posts: 8
Registered: ‎24-09-2022

Re: Internet speed drops recently

@LaurenB Hello Lauren. Thanks for contacting me. I have changed nothing... except for turning the router off overnight. Do you think this might be the cause due to the BT line management? Can keeping it on all day long turn things around? Many thanks.