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Slow broadband speeds again

FIXED
Bren88
Dabbler
Posts: 14
Thanks: 6
Registered: ‎10-08-2020

Slow broadband speeds again

Hello,

My broadband speed has recently dropped to 22Mbps.

A similar thing happened this time last year and Openreach came out and were able to get it back up to 34Mbps.

Throughout the year though the speed had dropped again to 28 then 25 and now 22.

A few weeks ago the guaranteed speed was 28Mbps but that is now showing as only 22Mbps.

In the past I was able to get 40+.

Can anything be done to get my speeds back up to at least 30+?

Thanks.

 

This is a screenshot of the BT broadband checker... 

bt_checker.jpg

 

...and the speed test result with the router connected to the test socket of the master socket.The download report button wasn't working for me. 

bt_speedtest2.jpg

 

 

15 REPLIES 15
jab1
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Registered: ‎24-02-2012

Re: Slow broadband speeds again

@Bren88 Which Hub are you using?

The

sight of the broadband connection status from your Hub (with the 'Username' obscured) would help here.

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

John
Mustrum
Community Veteran
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Re: Slow broadband speeds again

@Bren88   have you considered switching to FTTP (Full Fibre)?

 

You should be able to get better speeds than you are at the moment via your phone line, but perhaps for not much longer. In the mean time, is your line quiet - dial 17070 option 2?

Baldrick1
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Re: Slow broadband speeds again


Moderators Note


This topic has been moved from Full Fibre to Broadband

Moderator and Customer
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If it fixed it,  help others - select 'This Fixed My Problem'

Bren88
Dabbler
Posts: 14
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Registered: ‎10-08-2020

Re: Slow broadband speeds again

@jab1  The router is a Hub One.

.

plusnet_router.jpg

 

jab1
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Re: Slow broadband speeds again

@Bren88 Thanks for that info.I suspect a BT/OR network issue, or possibly a phone fault - your DSL uptime is extremely low, and the D/S SNR higher than it should be. The WAN tab of your Hubs Event log would confirm my suspicions, but don't worry about it.

It sounds very much like you have a problem - most likely not in your home/office environment, but more likely in the BT/OR network.

First thing to check: Is your phoneline clear? Dial 17070 (preferably from a corded phone), select option 2. Once your phone number is confirmed, there should be silence on the line except for the regular 'Quiet Line Test' message - any other noise, report a PHONE problem via: https://www.plus.net/help/report-a-problem/phone/

If the phone test passes, report a broadband problem via: https://www.plus.net/help/report-a-problem/broadband/

Let us know the result - if the tests come back as clear but you still have a problem, we need to investigate further.

John
Bren88
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Registered: ‎10-08-2020

Re: Slow broadband speeds again

@jab1 Thanks for the reply.

 

Could the low DSL uptime be due to me disconnecting the router earlier today to test it at the master socket?

 

Doing the line test there is a very feint hum (I wonder if that could actually be the phone itself though. It is corded) and an occasional click that I can hardly hear roughly every 5 or 6 seconds.

 

 

 

jab1
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Re: Slow broadband speeds again

@Bren88 That would account for the short uptime, but as I said, there is a BT/OR network problem - use the 'broadband' link I provided above - it may be a phone fault, but I doubt it from your description, and in any case if an engineer is required, they should check your phone connection anyway.

John
willcutforth
Plusnet Help Team
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Re: Slow broadband speeds again

Hey there @Bren88 I hope you are ok.

 

Sorry about the delay in getting back to you. We've been super busy at the moment.

 

As @jab1 it looks to be a OR network issue but they need us to book an engineer. When would you be free for one? They do slots between 8am-1pm and 1pm-6pm.

 

Let me know.

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 Will Cutforth
 Plusnet Help Team
Bren88
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Re: Slow broadband speeds again


Hey @willcutforth thanks for the reply


The 1pm to 6pm slot would be ok for me from tomorrow.

 

willcutforth
Plusnet Help Team
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Re: Slow broadband speeds again

Fix

All booked in for you now @Bren88 I will keep an eye on this and get back to you tomorrow evening to make sure all is sorted Smiley Do you need anything else at the moment?

If this post resolved your issue please click the 'This fixed my problem' button
 Will Cutforth
 Plusnet Help Team
Bren88
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Re: Slow broadband speeds again

@willcutforth That's great. Thanks.

willcutforth
Plusnet Help Team
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Re: Slow broadband speeds again

Just checking in @Bren88 everything all sorted now?

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 Will Cutforth
 Plusnet Help Team
Bren88
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Registered: ‎10-08-2020

Re: Slow broadband speeds again

@willcutforth Yeah, all good. Speeds are now in the low 30's again.

 

Thanks for your help.

Brendan.

jab1
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Re: Slow broadband speeds again

Glad to hear that - can I cross this off my 'watch list' now? 😀

John