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Line speed limited, upload line issue, passes line tests and home visit ok

RazorBlade6288
Newbie
Posts: 2
Registered: 4 weeks ago

Line speed limited, upload line issue, passes line tests and home visit ok

Ok, so this has been an issue for a while (maybe 2 months) and I’m not getting anywhere with Plusnet phone support ☹

FTTC broadband and landline phone package and been a customer for more years than I can remember.

Both my download and upload line connection speeds are limited and down from typical speeds. After a router reboot, router power down/disconnect, reconnection or connecting to the master socket both my download and upload line speed remains the exact same.

The line checks performed by Plusnet, show no issues. The current line speeds are above the minimum speed (which I keep getting advised about) so no real interest in fixing the actual issue.

I’ve even had a Plusnet outsource engineer visit my house and confirm there is no issue with my internet hardware.

I don’t use the Plusnet modem/router and use a reliable and solid DrayTek Vigor2762ac.

Before issues developed my download line speed was around 22-23Mbs and upload 5-6Mbs (which is the best I typically can get and have had for years).

From what I can see and suspect, there is a line issue on the upload tone of the line which is causing errors and has therefore limited my line and isn’t getting detected.

Any help or advice? Thanks!

Below the DSL Status displayed from my router.
intenet line status.jpg

3 REPLIES 3
James30
Plusnet Help Team
Plusnet Help Team
Posts: 442
Thanks: 149
Fixes: 28
Registered: ‎19-04-2023

Re: Line speed limited, upload line issue, passes line tests and home visit ok

Hiya, I'm sorry to hear things moving toward getting you better help. We no longer have access to the system we did to look into broadband stats in more detail like we did so if the connection is testing fine and the speeds are within estimate we don't really have a way forward to progress things differently. By all means, we can call you and go through everything thoroughly to see if we missed anything?

 

Daft question but have you checked if FTTP is at your place yet ? (You can check here @ Fibre broadband | Openreach to see if it's there yet ) 

If this post resolved your issue please click the 'This fixed my problem' button
James - Plusnet Sheffield
Plusnet Help Team
RealAleMadrid
Aspiring Hero
Posts: 2,762
Thanks: 1,433
Fixes: 59
Registered: ‎07-07-2009

Re: Line speed limited, upload line issue, passes line tests and home visit ok

@James30 Well one thing that you have missed is that the downstream speed seems to be banded at 20 Mbps, can you request a DLM reset to fix this?

@RazorBlade6288  The attenuation figures are pretty high, you must be fair distance from the FTTC cabinet. You will be lucky to get any more speed on the upload.

RazorBlade6288
Newbie
Posts: 2
Registered: 4 weeks ago

Re: Line speed limited, upload line issue, passes line tests and home visit ok

Hi @James30 ,

Thanks for the reply.

That's not ideal for customers if your access/systems reduces your ability to see and solve issues.

How can I get my line reset and/or Open Reach Engineer to check my line?  Thanks

Sadly FTTP is not available even through non Open Reach providers.

 

HI @RealAleMadrid , thanks for your reply too.  Yes, I am unfortunately some way from the exchange and towards the end of the line.  It's annoying when you know what is typical for your line and speeds for years and then you are told there is no issue, but your line is fixed and speed is lower and issues showing.