Speed reduction since moving from FTTC (with Phone) to SOGEA

[#1]

---

@jab1 wrote:

From the screenshot posted in reply to @Townman , you have had a DSL drop a couple of days ago. Did you notice it, and are you aware of any others?

---

@jab1 

Have reported line faults in the past, due to noise on voice calls (think the last issue I had was prior to 2020). Has been ok since then.

Probably get disconnects every week or 2, I'm not normally aware of them. It's only when I log into the hub that I see them. Also, being in a rural setting, the mains power can go off frequently, with the Hub 1 I could only see there had been a disconnect, but couldn't see if it was the result of a power cut. To be honest, It's never caused me any issue.

Wasn't aware of the disconnect you mentioned, until I took the screenshot from the router.

Thanks

[#2]

OK, @Schiehallion , but this could be part of the explanation. I won't see it until tomorrow now - bed is calling - but could you expost your full error log and attach it to a post, please?

[#3]

---

@jab1 wrote:

OK, @Schiehallion , but this could be part of the explanation. I won't see it until tomorrow now - bed is calling - but could you expost your full error log and attach it to a post, please?

---

@jab1 

Thanks for all your help here. Error log attached.

[#4]

Thanks for the technical log page. It tells us a great deal.

You are indeed provisioned on 40/10 rather than the suggested previous 80/20 product. As things stand you might get just 10% more if on the faster product. As @MisterW advised, that might be deemed to close to making the fast product not worth the cost (to the business).

What I find odd though is your DS line attention (20dB) is the same as mine … but I see 72mbps at the same 4.4dB SNRM. The VDSL estimate is not vastly higher than the suggested maximum which seems to suggest that you have an impacted line.

I would recommend calling support - ask why you were re-provisioned on 40/10 at renewal rather than the previous 80/20. Also request a line test and ask why the speed is so slow on a 20dB line … on which others see much faster speeds.

The answer to the latter could be that your line experiences a lot of cross talk … which is a question you should raise … and ask what can be done to reduce it?

[#5]

@Schiehallion Thanks for the Error log - it is a bit 'short' to give any real value, but based on @MisterW  and @Townman 's comments, it wouldn't be of much use anyway.

@Townman I agree with your comments above. I don't recall my line attenuation when I was on FTTC, but I do know the estimated (and fairly accurate, from measuring it physically) was ~400m, and the estimated speed Zen quoted me of 65/70Mb/s aligns with information I picked up elsewhere.

[#6]

@Townman @jab1 

I spoke with Plusnet support tonight.

Spoke with someone who was very pleasant. He advised that as my original product was "fibre" rather than "fibre extra", I should have been on a 40/10 product previously and not an 80/20. So the change in profile is correcting the previous mistake.

He did a line test, which tested OK.

Regarding the disconnects. He reckoned it was only an issue if it was disconnecting 2 or 3 times a day. Also said the line may need to stabilise after the profile change.

I think at the moment, I'll just need to leave things as they are.

Thanks for your help.

[#7]

That explanation is fine in part - however if you have re-contracted on a CURRENT product then it should be as fast as your line can support. FTTC no longer has the cited differentiation. Personally I would go back and argue that the fast as the line can support measure is not being delivered.

[#8]

Hi,

I took a screenshot of the renewal offer from Plusnet, before signing up. It quoted a download speed of 37Mb to 40Mb (I'm now getting 37Mb download speed). I had wrongly assumed my speed would actually stay the same, as that before renewal, as I thought I was getting the same product (just without the phone).

I've not had any disconnects for 5 days now. As everything seems to be working OK now, I'll leave things as they are.

Thanks to all the respondents for your help.