About my broadband speed

[#1]

Hi,

I received this email today

”

When you signed up for Plusnet Broadband, we gave you an estimated line speed range. Now that your Unlimited Fibre Extra broadband has been up and running for 14 days, we wanted to let you know your line speed as it stands today, as a comparison.

Estimated peak time speeds: Download: 66 - 80Mb Upload: 19 - 20Mb These are the speeds your line is capable of at peak times. Current line speed: 56.8Mb This is a measure of the actual line speed you are now receiving based on the product you have taken. Minimum Guaranteed Speed: 60Mb This is the minimum speed you should expect to achieve on your line.

Line speed is dependent on:

• How near you live to the exchange   • The length and quality of the telephone line to your home (this can be affected by poor weather as well)

Other factors which can affect your speed:

• The time of day. In other words how busy our network and the Internet are (8-10pm being the busiest time, when speeds can reduce significantly)   • The length and quality of any phone wiring extensions in your home   • Whether you're sharing your connection with other people or devices in your home

Your current speed is lower than your Minimum Guaranteed Speed. We want you to get the best broadband speed you can, so take a look at our guide and follow the tips to help improve your speed. If that doesn't help, you can report a speed fault and we'll try to improve things for you - please see our faults checkerfor help with this.

Best wishes,” The strange thing is that my previous BT was syncing at nearly 70mb down but my Plusnet profile seems to be locked at max 60mb downstream. Data rate: 20.00 Mbps / 59.16 Mbps Maximum data rate: 22712 / 60652 My line has not gone through any retraining since switching from BT and I am using the same equipment in the same official BT filtered socket. Can something be done as suggested in the email from Plusnet? Regards, Brian

[#2]

Hi Brian,

I've tested this and you're right, the speed is lower than 60mb/s (only just from our side, but still lower).

Could you get your router into the test socket as shown here and if the speed is still lower than 60mb/s, raise a fault here so we can ask our suppliers to take a look at this for you?

Just let us know when you raise a fault.

Best wishes

Dave

[#3]

Hi Dave,

In master socket but no difference.

Tried to raise ticket using link you gave but getting this error (see attachment) after filling out details.

can you assist?

Brian

[#4]

Okay, I’ve now managed to raise the fault, under ticket 188129907

[#5]

Thanks for raising the fault Brian.

I've added a reply to the ticket https://www.plus.net/wizard/?p=view_question&id=188129907

Feel free to give us a nudge over here once you've updated it and we'll be happy to pick it up as soon as we can from over here.

[#6]

Nudge Nudge.... dates added to ticket 

[#7]

Latest Speedtest from BTWholesale

[#8]

Hi @brisycom

Thanks for coming back to us - I've updated your ticket with your appointment details here.

Let us know if there's anything else you need.

Best wishes

Dave

[#9]

Thank you support peeps 😁 just one more thing, can you let me know if interleaving is on? If it is can I have it turned off?

Cheers,

Brian

[#10]

Hi @brisycom,

I've checked and I can confirm that interleaving is currently turned off for your line. Please don't hesitate to get back in touch if there's anything else that you'd like to discuss prior to the engineer visit.

[#11]

Thanks Emily and the rest of support team. You’re all being very helpful and I really do appreciate it 😁😁

Brian

[#12]

Thank you Brian that's much appreciated!

[#13]

Openreach came out today, rechecked all the wireing in the BT socket and all checked out well but he was puzzled as even he admitted it was looking banded. So he said he would check the cabinet less than 300m away. He rang back shortly after to say that the fibre port I was on was a 70mb one hence the 60mb max connection. He said this wasn’t right and said he would get me changed to a faster one.

About 10 minutes later he calls back to say it was now all changed and the same issue seems to be affecting 50 other connections in the cabinet. BT have been instructed to change the whole card in the cabinet so quite a worth while visit that should also help other people to.

Anyhows i am now syncing at 76mb down and its rock solid.

The Openreach engineer was fantastic and a real credit to his team.

Support can I have a new GEA report for my line to see the shiny new stats please 😁

A Big thank you to everyone who has helped me sort this out. You peeps rock!

Brian

[#14 · Accepted solution]

Hi @brisycom, thanks for getting back to us.

Of course, please see below:

GEA Test Detail
Circuit ID	NA	Service ID	NA

Test Outcome	Pass
Test Outcome Code	GTC_FTTC_SERVICE_0000
Description	GEA service test completed and no fault found .
Main Fault Location	OK
Sync Status	In Sync
Downstream Speed	76.9 Mbps
Upstream Speed	20.0 Mbps
Appointment Required	N
Fault Report Advised	N
NTE Power Status	PowerOn
Voice Line Test Result	Pass
Bridge Tap	Not Detected
Radio Frequency Ingress	Not Detected
Repetitive Electrical Impulse Noise	Not Detected
Cross Talk	Not Detected
Estimated Line Length In Metres	305.6
Upstream Rate Assessment	Very Good
Downstream Rate Assessment	Very Good
Interference Pattern	Not Detected
Service Impact	No Impact Observed
Home Wiring Problem	Not Detected
Downstream Policing Discard Rate	0.0
Customer Traffic Level	Upstream and Downstream Traffic Detected
Technology	VDSL
Profile Name	0.128M-80M Downstream, Error Protection Off - 0.128M-20M Upstream, Error Protection Off
Time Stamp	2019-03-22T09:45:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	76.8 Mbps	76.8 Mbps	76.8 Mbps
Up Stream Line Rate	20.0 Mbps	20.0 Mbps	20.0 Mbps
Up Time	900.0 Sec	900.0 Sec	900.0 Sec
Retrains	0.0	0.0	0.0

Current and Last 15 Minute Bin Performance
Parameters	Last Traffic Count(Upto 15 mins)	Current Traffic Count(Upto 15 mins)
Start Time Stamp	2019-03-23T08:02:20.325+00:00	2019-03-23T08:17:20.325+00:00
Ingress Code Violation	0	0
Egress Code Violation	0	0
Errored Seconds	1	0
Severely Errored Seconds	0	0
Unavailable Seconds	0	0

Please let us know if you need any further assistance at all.

[#15]

Thanks Owen 

Brian