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 · Accepted solution]

@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!

[#11]

Just to complete this thread: Openreach found a problem with the DSLAM and did a lift and shift.

The stats are now nearly as good as they were when the line was new, but as the overehead line rubs against a new extension over the road, I suspect it will fail eventually. Hopefully, FTTP will be in place before then. The village was listed in Oct 25 for FTTP build within 12 months.  But no firm date yet.