Reduced speed profile set for my account (again)?

[#1]

Hi,

Over the week or so I've noticed my down stream speed drop from just under 50Mbps to exactly 40MBps.  The fact it is exactly 40Mb makes me believe a lower speed profile has been applied to my account, and capping the full potential (I pay for the top fibre package)

This speed profile change has happened to my account before, and required a PM engineer to change it there end, so please can you do this again.  Here is the previous time it happened.

I did phone up and try to resolve over the phone, but they seemed to think it was a wireless issue.  I use my own non-Plusnet router since I joined PN, which has a speed checker built in, so can measure the connection speed at the router fairly accurately.

Can one of the Plusnet team check the speed profile on my account, and reset it to what it should be.

Thanks

[#2]

I'm paying for the Fibre Extra package which should be on speed profile 20/80, but it looks like I'm currently being capped on the lower 10/40 speed profile.

If this is the case, I might as well be paying less for the lower package, as that is what I'm effectively on.

I'm really disappointed that Plusnet are not interested in the quality of the service they provide, as they do not seem interested in even looking into the issue (which I have pretty much said what the issue probably is)

Time to change ISP I think.

[#3]

@OhWell It is taking forum STAFF an average two days to respond, so to help other Community members help you can you please supply the information requested below:

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.

[#4]

I'm using my own router as stated before, and have been doing so since I joined Plusnet. My hub 1 is in storage, and I'm not getting that out unfortunately.

The router I'm using has a reliable built in speed tester that tests at the router, not the client. This takes the wireless element out the equation (as I was trying to explain over the phone to PN)

I don't have a phone to connect to the line to test.

Below is a log of the recent speed tests that are sitting pretty much bang on 40Mb, which makes me believe I have had my speed profile changed again.

Can someone go in and check what my speed profile is set to, and re-sync if possible please. (As was done the previous time)

[#5]

OK - so does that modem/router have any useful statistical data? - and sight of the other information requested would help.

[#6]

The router has system logs on it, although no critical alerts just usual dns request etc.  The router is a tp-link one which has caused no issues previously. I would check with the hub one, but it is packed away and not easy to get to.

Also has a diagnostic check feature that says the line is ok.

I don't understand why the resistance to check the speed profile and re-sync, does it require a BT Openreach engineer or something?

[#7]

Point one - I am a Community member, not Plusnet staff, so ask for information which may help me (and others) help you.

Point two - why are you so reluctant to help us help you?

[#8]

@OhWell   on your TP Link if you go to the advanced section tap on the right-hand window then scroll down to the DSL status and post that, i.e. my example below.

The DSL checker link, and the advanced speed test @jab1  provided the links to will tell him the information about the profile you are so keen to get.

[#9]

Thanks, @Mustrum 👍

[#10]

Please see below

[#11]

@OhWell Thanks for that information., quite a lot more useful than speed test results. Unfortunately, the BT speed test you have posted is not the one I asked for - I asked for the 'Advanced Diagnostic' which gives  a little more useful data.Also, the first report advises that the speed to your test socket - the limit of Plusnets responsibility - is 43.98Mb/s, which is below the Handback threshold for a 'clean' line, but above that for an impacted one. Having said that, it is below the expected range.

If you could supply the 'Advanced' report, this will enable me (or others) to suggest the next step.

EDIT TO ADD: Also, your DSL uptime is only showing around two and a bit days - have you recently unplugged/switched off the router?

[#12]

Hi John,

Please see below.  I did reboot my router couple of days ago to see if that had any affect on the lower speed. However I usually leave it on all the time to avoid the line looking like there are faults and reducing the speed.

I will add that there have been works to the infrastructure in my local area, both new housing estate and City Fibre running through the same pipes as BT. I wonder if that has caused reduced performance?

[#13]

@OhWell Thanks for that, although thanks to the vagaries/deficiencies in that test, it isn't telling me what I really need to know, so I'll have to ask you to have a look on your account. Somewhere on there (and as I no longer have access to a full PN account, I can't tell you where), there should be a reference to your IP profile - any chance you could find it and report back - please?

From what I can see at the moment, from the data you have supplied, something is not right - you should certainly be getting greater speed than you are - but it is difficult to say what is causing you to be at the bottom of the range as shown in the BTW screen shot.

Did this drop coincide with the start of these works , or at some stage during them? - it could have had an effect, or it could just be coincidence, I honestly can't say.

[#14]

This was all I could find digging around my account.

I have been dropping slowly below 50Mb over her last couple of months I'd say, but it was around the 45Mb to 50Mb range which I just accepted as maybe temporary dip sue to lots of people online.

Only after the last week or so have I notice it drop to pretty much bang on 40Mb, which looked suspiciously like a speed limit being applied. Maybe that is just a coincidence though.

[#15]

Thanks. Looking at that, and comparing it with the BTW screenshot - I would say something is wrong, you should be getting better than that.

The Advanced Diagnostics should run properly - give it another try tomorrow.

In the meantime - @Mustrum , given what we now know, any comments?