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English please

FIXED
riky
Dabbler
Posts: 15
Thanks: 2
Registered: ‎21-10-2019

English please

Hi can anyone tell an oldy like myself what this means ???????????????

 

Connection online and stable
Sync speeds below estimates but above MGALS
No issue with profile
Will discuss as only option will be SFI if EU wants to improve

21 REPLIES 21
jab1
Hero
Posts: 3,321
Thanks: 1,072
Fixes: 20
Registered: ‎24-02-2012

Re: English please

Your connection is online and stable - self explanatory?

Your connection speed is below what the automated system thinks is achievable, but above the Minimum Guaranteed Access Line Speed

Your connection profile is correct

PN will discuss your options with you as it will be necessary to arrange a Specialist Fault Investigator (OpenReach) if you (the End User) wants to improve your connection.

HTH

John
198kHz
Hero
Posts: 3,824
Thanks: 726
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Registered: ‎30-07-2008

Re: English please

Fix

@riky wrote:

Connection online and stable
Sync speeds below estimates but above MGALS
No issue with profile
Will discuss as only option will be SFI if EU wants to improve


Sync speeds:  Speeds at which router connects with exchange

MGALS:  Minimum Guaranteed Access Line Speed

SFI:  Special Faults Investigation

EU:  End user ie you.

EDIT - @jab1  types faster!

To err is human, but to really foul things up requires an algorithm.
Baldrick1
Hero
Posts: 3,776
Thanks: 1,657
Fixes: 105
Registered: ‎30-06-2016

Re: English please

@riky 

My guess is that this is an internal Plusnet message recording testing done so far.

Your speed is below the estimated minimum but above the minimum guaranteed access speed. That's the speed below which you can leave without penalties.

The only thing that can be done is to sent out a BT special fault investigator if you want an improvement.

Hopefully a Plusnet staffer will pick this up for you. You will need to make sure that you do or have done internal checks before proceeding down that path to make sire that you don't get caught with a £65 charge.

Edit.

And both @198kHz  and @jab1  are faster than me!

riky
Dabbler
Posts: 15
Thanks: 2
Registered: ‎21-10-2019

Re: English please

Thanks to all for the answers
The first bit I did guess
It was the SFI and EU that had me stumped

The engineers have already been out 3 or 4 times and found no problems.

My guess is they just cant supply the speeds they promised 2 years ago.

 

Plusnet Help Team
Plusnet Help Team
Posts: 7,465
Thanks: 787
Fixes: 305
Registered: ‎01-01-2012

Re: English please

Thanks for your post @riky

I can see you've already been provided with explanations of the acronyms above.

With regards to your speed issues, it appears that your speeds may be currently restricted by DLM. I can see my colleague sent a request off for this to be removed and this can take 24 to 48 working hours to go through.

If you haven't seen an increase by Monday let us know

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
riky
Dabbler
Posts: 15
Thanks: 2
Registered: ‎21-10-2019

Re: English please

@MatthewWheeler 

Just checked from within the router admin this morning and I copied the speed below.


DSL Line Status
Connection Information
Line state:
Connected
Connection time: 0 days, 12:55:24
Downstream: 23.72 Mbps
Upstream: 5.778 Mbps

A vast improvement. 😁

Lets hope it stays there this time 😳

Riky

Plusnet Help Team
Plusnet Help Team
Posts: 556
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Registered: ‎25-02-2019

Re: English please

Let us know if anything changes @riky, Smiley

If this post resolved your issue please click the 'This fixed my problem' button
 Faris
 Plusnet Help Team
riky
Dabbler
Posts: 15
Thanks: 2
Registered: ‎21-10-2019

Re: English please

Update Christmas eve of all the times.

The line speed has dropped and I have copied and pasted the results from within the router admin below


DSL Line Status
Connection Information
Line state:Connected
Connection time:0 days, 00:15:49
Downstream:19.14 Mbps
Upstream:5.691 Mbps

This has dropped from over 23 Mbs

also the new router you supplied me with is not working properly.

the new router shows I am only getting a throughput speed of 9 Mbs

Borrowed my friends router and I am getting 17 Mbs throughput speed according to the OOkla speedtest.

Although the router admin still stays the same

Done the normal testing at my end.

What do you see at your end?

Plusnet Help Team
Plusnet Help Team
Posts: 14,779
Thanks: 390
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Registered: ‎27-04-2007

Re: English please

Hi there, 

 

Line tests show that the line is syncing at 19.9mbps which is in-line with your router stats more or less. 

 

Were the tests you ran over a wired or a wireless connection? If you haven't done so already please run a test over a wired connection to the router if that's possible just so we can see how the speeds compare to those achieved over WiFi. 


Adam 

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
riky
Dabbler
Posts: 15
Thanks: 2
Registered: ‎21-10-2019

Re: English please

Line tests show 19.9 but was showing 23.31

Run the tests again this time using bts speedtest.

Wired and wireless very little difference (both disgusting)

Upload not far of same as download 

Results below.

 

BT Wholesale Broadband Performance Test

Broadband Speed Test Results (Wired)

Download Speed (Mbps): 8.62

Upload Speed (Mbps) : 5.25

Ping Latency (ms): 13


BT Wholesale Broadband Performance Test (Wireless)

Broadband Speed Test Results

Download Speed (Mbps): 7.65

Upload Speed (Mbps) : 5.16

Ping Latency (ms): 13

Apart from the line speed drop. Im sure that it can only be the router.

Plusnet Help Team
Plusnet Help Team
Posts: 14,779
Thanks: 390
Fixes: 106
Registered: ‎27-04-2007

Re: English please

Thanks for giving that a try, I'd personally cast doubt on it being the router as we've replaced that recently. 

 

Given that the speeds over a wired connection are well below estimates it would be a good idea to report a new fault with us next: http://faults.plus.net

 

Please let us know when you have and I'll get that reported for you.

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
riky
Dabbler
Posts: 15
Thanks: 2
Registered: ‎21-10-2019

Re: English please

Hi Adamwalker

I borrowed the other router again yesterday and the results were as expected 19.14 line speed.16.90 Ookla speedtest.

So after searching through network connections and anything I could find I thought might remotely cause the problem and low and behold after plugging it back in it did an Ookla speedtest and got 16.67

Feeling chuffed that I might have sorted it even though I did not alter anything only to find this morning the router had the same line speed but the throughput speed had dropped back down to 9Mbs.

So still having the borrowed router I have put that back on, Reconnected my wireless items done a speedtest and it is showing 17 Mbs with Ookla only 15.90Mbs with the bt speedtest though.

So I will leave it connected to this router for a couple of days to see how it goes.

But if it stays at this it can only point to the new router going belly up on me.

By the way last time I had low speed it was because of line restrictions? DLM which once removed sorted the speed problem. 

 

 

Plusnet Help Team
Plusnet Help Team
Posts: 1,630
Thanks: 296
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Registered: ‎26-03-2018

Re: English please

Hi @riky,

 

Thank you for letting us know that your connection speed has improved now that you have connected a different router. It may well be the case that your Plusnet router is faulty and has caused the connection problems. Please let us know how your connection performs over the next few days - if the speed continues to stay good with the borrowed router, we can arrange to send you a replacement router from here.

 

I can confirm that DLM isn't restricting your line's speed in this case.

If this post resolved your issue please click the 'This fixed my problem' button
 Emily D
 Plusnet Help Team
riky
Dabbler
Posts: 15
Thanks: 2
Registered: ‎21-10-2019

Re: English please

Hi EmilyD

The speeds are still at 19.14 line speed and 17.00 Throughput speed this morning.

But if it is not the DML that is causing the slowdown (Post 7) showed 23.74 after it was removed last time then what do you suspect it may be.