Is there a minimum upload guarantee?

[#1]

hi,

I think I have a failing line for VDSL. It had originally been syncing at nearly full speeds and my initial email stated the following

Download: 56 - 72Mb 
Upload: 15 - 18Mb 
Minimum Guaranteed Speed: 50.2Mb 

Initially, back in 2022, I was comfortably achieving these speeds.

I'm now generally skating just above the minimum download speed, but my upload speeds are around 4 megabits per second The modem is syncing at just over 3DB SNR in both directions. This was not the case originally, and I can see that the overhead line is rubbing across a neighbour's roof, which presumably is causing it to become damaged.

It is also becoming quite unstable with multiple resyncs and very high pings in use - see recent Thinkbroadband plots below from last week. Is this enough to raise a ticket?

 9 Dec10 Dec

[#2]

@albany I don't believe the upload has ever had a minimum guarantee. 

What router are you using? 

[#3]

I'm using the Plusnet supplied router. Hub 2 I believe. Not with it right now so can't log in to check.

[#4]

I was just looking back at my post when the line went live in Oct 22 when I said :-
Attainable speeds, (it's still training), are 23Mbps upstream and 72.5Mbps downstream. So a huge improvement on my old ADSL... I feel like I've finally entered the 21st century😁

The line is now very much worse.

[#5]

OK. As you have confirmed it is a Hub2, can you please attach the Technical log (information) page and the exported csv event log.

[#6]

@albany 

Do you have a phone line (or even a just a phone)?

I wonder if the phone line has become noisy.

If you have a noisy phone line (and it's an active line) you could fault that.

My VDSL line got progressively worse over the years probably decreasing from around 70 Mb/s to 50 Mb/s over the years.

Full fibre would sort things but I guess it's not available to you yet.

[#7]

Hi Thanks,
No phone or extension wiring. And no full fibre availability. Nothing changed inside the house, and modem plugged directly into a filter faceplate.
I'm pretty certain the line is failing. I'll do the official speed test and raise a fault when I'm back home.
As I have no voice line, I can't raise a fault on that, although I imagine it would be crackling wildly.

[#8]

@albany 

Not sure a speedtest would be relevant  , you could raise the fault now here https://www.plus.net/help/report-a-problem/ 

[#9]

Thanks.  I've just done that.  I hadn't realised it had now become as simple as sending a text.

I've dug out the technical logs from when the line was first set up - one in Dec 22 and another in Feb 23. I'd forgotten just how good it wasDecember 22Feb 23.  I can't run a current one at the moment, but it is very significantly worse when I looked a few days ago.

[#10]

Fault detected by Openreach.  Don't know what the nature is. But it is confirmed as external.  Appointment being booked.

Plusnet Agent was fab!