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Drop is speed test results

herojan
Grafter
Posts: 72
Thanks: 6
Registered: ‎15-08-2014

Drop is speed test results

Since yesterday my download speed test results have been around 14M, when they are usually around 34M. I've tried re-connections and testing using different devices but it makes no difference. My upload results remain unchanged at around 10M

 

The connection to the cabinet is rock solid:

 

 Product name: Plusnet Hub
   
3. Firmware version: Software version 4.7.5.1.83.8.263 Last updated 28/01/19
4. Board version: Plusnet Hub One
5. DSL uptime: 0 days, 00:23:16
6. Data rate: 9999 / 39950
7. Maximum data rate: 16389 / 65429
8. Noise margin: 11.2 / 13.7
9. Line attenuation: 23.4 / 17.6
10. Signal attenuation: 23.1 / 17.6

 

Before I rebooted the router today to see if it made any difference (it didn't) it had been connected for 39 days.

Is anyone else having similar issues?

11 REPLIES 11
Plusnet Help Team
Plusnet Help Team
Posts: 1,047
Thanks: 179
Fixes: 35
Registered: ‎07-12-2017

Re: Drop is speed test results

Hi @herojan, I'm sorry that you're having issues with the speed.

 

I've tested your line which shows you are in sync at 40mb.

 

Are you seeing these speeds over both wired and wireless connections? If so, I'd advise going through our troubleshooting here.

 

Let us know you get on.

If this post resolved your issue please click the 'This fixed my problem' button
 Lauren Barry
 Plusnet Help Team
herojan
Grafter
Posts: 72
Thanks: 6
Registered: ‎15-08-2014

Re: Drop is speed test results

I'll check a wired connection when I get a chance and post back.

As for those troubleshooting options, I don't see how they will make any difference if the sync speed is 40mb, as any wiring issues would be indicated by a drop in sync speed or line attenuation, neither of which have happened.
herojan
Grafter
Posts: 72
Thanks: 6
Registered: ‎15-08-2014

Re: Drop is speed test results

Hi

 

I've just done a wired speed test with the same result, around 14mb.

 

The router is connected directly into the faceplate of a btopenreach mk3 master socket.

 

PS: thanks for your assistance

 

Plusnet Help Team
Plusnet Help Team
Posts: 1,585
Thanks: 301
Fixes: 58
Registered: ‎11-01-2018

Re: Drop is speed test results

 

Hi @herojan

 

If your speeds are still quite low on a wired connection, the last thing I would suggest is trying the test socket (rather than the faceplate) as detailed here. If that doesn't improve things, I'd consider raising a fault here so that we can ask our suppliers to investigate this further for you. Given the sync speed that we're seeing from the exchange, it's likely an engineer would be required.

 

Please let us know if you raise a fault.

 

Best wishes

 

Dave

If this post resolved your issue please click the 'This fixed my problem' button
 Dave G
 Plusnet Help Team
herojan
Grafter
Posts: 72
Thanks: 6
Registered: ‎15-08-2014

Re: Drop is speed test results

thanks, I'll try and find some time today to do a test with the test socket and let you know the result.
Plusnet Help Team
Plusnet Help Team
Posts: 1,581
Thanks: 262
Fixes: 55
Registered: ‎26-03-2018

Re: Drop is speed test results

Ok @herojan - let us know and we can progress forward accordingly. 

 

Kind Regards, 

MoR

If this post resolved your issue please click the 'This fixed my problem' button
 MoR
 Plusnet Help Team
herojan
Grafter
Posts: 72
Thanks: 6
Registered: ‎15-08-2014

Re: Drop is speed test results

I don't think I get a chance to do this today, I will really try tomorrow.

 

At least I have a connection, that seems stable, just slow, so it's not an immediate issue.

Plusnet Help Team
Plusnet Help Team
Posts: 1,459
Thanks: 283
Fixes: 83
Registered: ‎26-03-2018

Re: Drop is speed test results

Hi @herojan,

 

That's no problem at all, please do these checks in your own time and report the fault if your speed does not improve when connected to the test socket. Please get back in touch on here once you've done this so that we can ensure this is picked back up.

If this post resolved your issue please click the 'This fixed my problem' button
 Emily D
 Plusnet Help Team
herojan
Grafter
Posts: 72
Thanks: 6
Registered: ‎15-08-2014

Re: Drop is speed test results

Apologies for the delay.

 

I did a test today with the test socket and I still get 14MB download speed.

 

I used the link you gave above to raise a fault. The BT speed checker gave exactly the same results as I've been seeing my end.

 

Plusnet Help Team
Plusnet Help Team
Posts: 7,188
Thanks: 745
Fixes: 283
Registered: ‎01-01-2012

Re: Drop is speed test results

Thanks for reporting the fault.

We'll get that picked up for you shortly

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
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herojan
Grafter
Posts: 72
Thanks: 6
Registered: ‎15-08-2014

Re: Drop is speed test results

Had a message from the faults team, looks like it was a stuck profile. It's been reset and speed tests are now showing 37-38MB/s

 

Thanks for your assistance.