Why have PlusNet downgraded my service?

[#1]

Hi - sorry for the delay - these are the BT Results

Featured Products	Downstream Line Rate(Mbps)		Upstream Line Rate(Mbps)		Downstream Handback Threshold(Mbps)	WBC FTTC Availability Date	WBC SOGEA Availability Date	WBC FTTC 18x2 Provide Availability	WBC FTTC 18x2 Sim Availability	Left in Jumper
	High	Low	High	Low
VDSL Range A (Clean)	62.4	45.3	18.2	12.1	39.8	Available	--	--	Yes	--
VDSL Range B (Impacted)	48.5	27.4	15	7	22.4	Available	--	--	Yes	--
ADSL Products	Downstream Line Rate(Mbps)		Upstream Line Rate(Mbps)		Downstream Range(Mbps)	Availability Date				Left in Jumper
WBC ADSL 2+	Up to 7.5		--		6.5 to 8.5	Available	--	--	--	--
WBC ADSL 2+ Annex M	Up to 7.5		Up to 1		6.5 to 8.5	Available	--	--	--	--
ADSL Max	Up to 7.5		--		6.5 to 8	Available	--	--	--	--
Fixed Rate	2		--		--	Available	--	--	--	--
Other Offerings						Availability Date
VDSL Multicast	--		--		--	Available	--	--	--	--
ADSL Multicast	--		--		--	Available	--	--	--	--

[#2]

@JayG Yup - this is exactly my experience 11.5 - 12.00 dl with 1-1.2 up (or rather *was* my experience)

Results posted above

[#3]

@ejs Does this graph mean anything to you?

I have various logs Hlog etc if it helps

[#4]

It looks fairly ordinary, no dips indicating interference concentrated on any particular tones (besides Radio 4 LW and the pilot tone, which everyone has).

[#5]

Bitloading takes me pretty much outside my knowledge zone, but given that my connection is of similar attenuation to @bin's but is performing up to expectations (well beyond expectations as far as the BT estimates are concerned ) I have attached a current screenshot of my bitloading graph (from Routerstats.)

The difference between @bin's and my bit loading is immediately obvious, and presumably accounts for the difference in sync speed, although it will take someone with more knowledge of the subject to suggest what the actual cause could be.

[#6]

The horizontal axis is too short on both bitloading plots, ADSL2+ goes up to tone 512, although the missing part of each plot isn't going to show anything different.

[#7]

Ummmm . no, this is all you get.

 Thanks for the feedback.

[#8]

Um, MTU settings?  That was my issue with similar symptoms before FTTC

[#9]

MTU settings will have no effect whatsoever on the line rate achieved by the modem.

[#10]

You're absolutely right, I didn't read the post properly.  MTU wouldn't make a difference.  I'd try a second MODEM and compare readings first and eliminate a router issue.

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@ejs wrote:

MTU settings will have no effect whatsoever on the line rate achieved by the modem.

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[#11]

I have already tried 3 routers - no significant difference.

[#12]

The only other thing I can think of is your cabinet is multi feeder ( ours has 4) and you've been moved onto an aluminium one from copper to make wat for something / someone else.  Happened to me so I changed to FTTC.

[#13]

The cab was switched to FTTC about a year ago - may have been 18mnths. That was when we started to benefit from the 11-12 Mbps speed. Prior to that it was around 7 - 7.5. As far as I know there's never been any ally here.

I think you mean you switched to FTTH - which is fine if you can afford it.

12meg is perfectly ample but 5 is a bit of a pain at certain times. I'm fairly certain that Openreach have been fiddling around here somewhere. The problem is that for a 6meg line it is performing very well - no drop outs, constant speed, upload still at 1.2 ish. So, I have nothing to complain about. PN will not pursue this any further - effectively they have washed their hands of it in the last statement on their support ticket. 

I could try to insist that they deploy an engineer to go and sort out what they've done, but on what grounds - connection is perfect but not as good as it was - so no fault found then - that'll be £65 please. There are a load of new homes going in at the end of the road.  I wouldn't mind betting that the good connections are or will be sidelined for BT customers - so even if I can get it fixed I'm sure it will only be temporary as new customers always take priority.

[#14]

No, I did mean FTTC, I wouldn't need FTTP, nor would I want to pay for that 🤑.  When BT first changed our cabinet, I was on BT and my pathetic line speed of 4.8Mbps went down to 3.6Mbps.  I called BT (business at the time) and they ended up sending an engineer.  She did numerous test then went to the cabinet.  It transpired that A. N. Other BT engineer had moved me onto one of the aluminium feeders, off of the copper feeder I was originally on.  She put me back on copper and my speed went back up. 

[#15]

So, I dug around in my support tickets and found 2 line tests from PN Feb and Sept 2016 which prove that I was getting 12Mbps

What is curious is that the September test also mentions:-

WP Product: WBC MAX24 mb/s (ADSL2+ Annex A) 448kbit/s Upstream

However when I use the Kitz Broadband checker I get:-

Distance:-		Direct:		1.31 km
	(appx)*	By Road:		2.1 km
	Status
	ADSL enabled:			July 13, 2005
	DSL Max enabled:			March 31, 2006
	21CN WBC (ADSL2+)			Not available
	21CN due : (PSTN)			Info N/A
	FTTC			Some areas
	SDSL enabled :			Not Enabled
	Broadband Access†			Market 1
	BTw Pricing Band			Band E

 which seems to indicate no ADSL2+

I am very puzzled now.....