cancel
Showing results for 
Search instead for 
Did you mean: 

Broadband Speed: Getting there, but not quite...

FIXED
Highlighted
Dabbler
Posts: 17
Thanks: 3
Fixes: 1
Registered: ‎07-11-2018

Broadband Speed: Getting there, but not quite...

 

Good mornig team,

 

My broadband speed isn't what it was when I first signed up.  I was getting 15 - 25MB/s download then, but now I'm lucky to get 9MB/s.  I appreciate that there have been administrative issues that have had me taken off FTTC and put back again, but has something else changed?  According to the BTW speed check, further tests may be required and I'm to 'contact my ISP provider' (image attached).

Would you investigate, please?

--

 

Kind Regds,

R.

6 REPLIES 6
Highlighted
Community Veteran
Posts: 2,100
Thanks: 452
Fixes: 48
Registered: ‎13-08-2015

Re: Broadband Speed: Getting there, but not quite...

I would be more inclined to investigate your end first.

The BTW test does not work well with some browsers, in your case you are getting 13Mbps upload even though your max should be 10Mbps.

Highlighted
Plusnet Help Team
Plusnet Help Team
Posts: 1,848
Thanks: 322
Fixes: 105
Registered: ‎26-03-2018

Re: Broadband Speed: Getting there, but not quite...

Hi @Russell_w_b,

 

I'm sorry to see that you're experiencing poor speeds. I've tested your line but the test hasn't picked up the cause of this problem and indicates that your line is currently syncing at 38.2mbps.

 

GEA Test Detail
Circuit ID NA Service ID BBEUXXXXXXXX
 
 
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 38.2 Mbps
Upstream Speed 7.9 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 998.1
Upstream Rate Assessment Very Good
Downstream Rate Assessment Very Good
Interference Pattern Not Detected
Service Impact No Impact Observed
Home Wiring Problem Not Detected
Technology VDSL
Current 15Min Bin Retrains 0
Last 15Min Bin Retrains 0
DP Type External
Current and Last 15 Minute Bin Performance
Parameters Last Traffic Count(Upto 15 mins) Current Traffic Count(Upto 15 mins)
Start Time Stamp 2019-09-30T09:15:51Z 2019-09-30T09:30:51Z
Ingress Code Violation 1 1
Egress Code Violation 0 0
Errored Seconds 0 2
Severely Errored Seconds 0 2
Unavailable Seconds 0 0

 

So that we can determine the best next steps towards a resolution, please can you confirm whether this issue is solely affecting wireless connections or if wired connections are affected too?

 

 

If this post resolved your issue please click the 'This fixed my problem' button
 Emily D
 Plusnet Help Team
Highlighted
Dabbler
Posts: 17
Thanks: 3
Fixes: 1
Registered: ‎07-11-2018

Re: Broadband Speed: Getting there, but not quite...

Hi Emily, and thanks for your reply.

 

I can confirm that with a direct Ethernet connection to the router I am seeing a download speed of 8.42MB/s (BTW) and 9.16MB/s (Ookla).  Same as on a wireless connection.

--

 

Kind Regds,

 

R

Highlighted
Dabbler
Posts: 17
Thanks: 3
Fixes: 1
Registered: ‎07-11-2018

Re: Broadband Speed: Getting there, but not quite...

Hello again,

I can also confirm that rebooting the router made no difference to speeds.  Just in case that was your next suggestion!

--

 

Kind Regds,

 

R

Highlighted
Dabbler
Posts: 17
Thanks: 3
Fixes: 1
Registered: ‎07-11-2018

Re: Broadband Speed: Getting there, but not quite...

Fix

I've just checked my upstairs Win 7 laptop on Ethernet and I'm getting a whopping 30Mb/s download, as I am wirelessly on my android mobile (Ookla both tests).

My main laptop, and the one I conducted tests on earlier, is a Dell Inspiron 15 5000 series running Win 10 (latest version) but I did check there were no updates happening prior to testing.  So going on two out of three devices, I concur that the current speed issue I'm writing about may be due to the laptop and not the connection.

But thanks for listening and advising anyway! Smiley Case closed for now.

--

 

Kind Regds,

 

R.

 

Highlighted
Plusnet Help Team
Plusnet Help Team
Posts: 663
Thanks: 75
Fixes: 26
Registered: ‎06-08-2018

Re: Broadband Speed: Getting there, but not quite...

That's great to hear, @ Russell_w_b, and thanks for getting back to us.

 

Let us know if you need any further assistance.

 

Thanks - LF

If this post resolved your issue please click the 'This fixed my problem' button
  Tahir M
 Plusnet Help Team