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Failing to achieve Minimum Guaranteed Speed (Ticket Ref: 193024240)

MJN
Aspiring Pro
Posts: 1,151
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Fixes: 3
Registered: ‎26-08-2010

Re: Failing to achieve Minimum Guaranteed Speed (Ticket Ref: 193024240)

Hi Anoush,

The Hub One arrived today - thank you!

It's been in for a couple of hours now and is working well but appears to have synced at the same rate as my existing modem:

1. Product name:	Plusnet Hub
2. Serial number:	+081441+NQ92039343
3. Firmware version:	Software version 4.7.5.1.83.8.263 Last updated Unknown
4. Board version:	Plusnet Hub One
5. DSL uptime:	0 days, 02:31:35
6. Data rate:	20000 / 66645
7. Maximum data rate:	22608 / 66733
8. Noise margin:	6.4 / 6.0
9. Line attenuation:	11.4 / 11.4
10. Signal attenuation:	11.3 / 11.4
11. Data sent/received:	466.4 MB / 3.3 GB

Is there anything I should do (leave it a while?) or that you can do (give something a kick?!) that might give it an opportunity to sync higher, or is this suggesting a potential line issue?

 

Plusnet Help Team
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Registered: ‎21-04-2017

Re: Failing to achieve Minimum Guaranteed Speed (Ticket Ref: 193024240)

Hi @MJN What a speedy delivery, the postie has done well. It looks like your sync speed has increased again but marginally by 0.5mbps bringing it to 66.6mbps which is still below where we'd expect your line speed to be of around 70.1mbps.

Is there anything I should do (leave it a while?) or that you can do (give something a kick?!) that might give it an opportunity to sync higher, or is this suggesting a potential line issue?

I could give a lot of things a kick (Cheesy) but it likely wouldn't help as there's nothing we can do to influence fibre sync speed apart from request a DLM reset if the sync speed is restricted by a banding/profile which it isn't.

I've updated your fault ticket with the fresh set of test results and with the next step which is to arrange an engineer visit to investigate further. Could you add a reply to the ticket with your availability for an appointment? Feel free to nudge us here once you've responded and we'll be happy to pick it up on the back of the reply to this thread.

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 Anoush Mortazavi
 Plusnet Help Team
MJN
Aspiring Pro
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Registered: ‎26-08-2010

Re: Failing to achieve Minimum Guaranteed Speed (Ticket Ref: 193024240)

Thanks Anoush. I've updated the ticket with some suggested dates. Thumbs Up

Plusnet Help Team
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Re: Failing to achieve Minimum Guaranteed Speed (Ticket Ref: 193024240)

Thanks for getting back to us @MJN.

I'll get this picked up for you now and I'll get the ticket updated shortly

Let us know how you get on after the visit

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 Matthew Wheeler
 Plusnet Help Team
MJN
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Re: Failing to achieve Minimum Guaranteed Speed (Ticket Ref: 193024240)

As an interim update, a friend popped round today with a spare Home Hub 6 as he knew as I was having issues and didn't know you'd sent me out a Hub One. Anyway, as he'd brought it round I thought it might be worth plugging in just to see if there was any difference - and there was but not in the way I'd hoped! I seem to have synced at 61.30Mbps down and 423kbps up(!):

 

 

Product name:
BT Hub 6A

Serial number:
+084316+NQ85126140

Firmware version:
SG4B1000B540

Firmware updated:
07-Sep-2019

Board version:
1.0

Gui version:
1.64.0

DSL uptime:
0 Days, 0 Hours 33 Minutes 41 Seconds

Data rate:
423 Kbps / 61.30 Mbps

Maximum data rate:
498 / 63268

Noise margin:
10.3 dB / 6.4 dB

Line attenuation:
11.9 dB

Signal attenuation:
VPI / VCI:
0/38

Modulation:
G_993_2_ANNEX_B

Latency type:
Fast Path

I wondered if this might be because I swapped the routers over quite quickly (might've looked like a dodgy connection?) or if it had something to do with the Home Hub 6 downloading a new firmware update as soon as it connected and perhaps had to disconnect/reconnect as a result?

I've kept the Home Hub 6 connected for the time being even though the connection is poor (it seems the extremely low upstream is limiting my effective download speeds) just in case me swapping things back straight away makes matters even worse!

Any thoughts?

 

Plusnet Help Team
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Re: Failing to achieve Minimum Guaranteed Speed (Ticket Ref: 193024240)

@MJN  Hey. Sorry for the delayed reply and to see that your speeds have dropped drastically especially on the upstream. I wouldn't have thought that you'd upset the DLM software with a single or two drops, it's generally if there are regular or repeated disconnections. It's also possible that there's a loose connection somewhere when you moved things about.

If you've not tried already, what do your sync speeds look like with your Hub One back in? 

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 Anoush Mortazavi
 Plusnet Help Team
MJN
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Re: Failing to achieve Minimum Guaranteed Speed (Ticket Ref: 193024240)

No need to apologise - you've been more than helpful throughout this thread and I don't expect you to be on by beck and call! :-)

The Hub One is back in and we're back to good again (albeit just shy of what we might be expecting but that's one for the engineer on Friday):

1. Product name:	Plusnet Hub
2. Serial number:	+081441+NQ92039343
3. Firmware version:	Software version 4.7.5.1.83.8.263 Last updated Unknown
4. Board version:	Plusnet Hub One
5. DSL uptime:	0 days, 00:03:46
6. Data rate:	20000 / 66392
7. Maximum data rate:	22186 / 66535
8. Noise margin:	6.3 / 6.0
9. Line attenuation:	11.5 / 11.4
10. Signal attenuation:	11.3 / 11.4

I am curious as to why the Home Hub 6 had such a poor upload sync - how could it have been *so* low? My friend said I could keep it but whilst I've heard they are good I'm not so sure! I'll certainly leave it out of the equation for the time being and stick with the Hub One as the supported product; it's not going to help anyone if I keep moving the goalposts.

 

Edited to add: There was one other change when I swapped the router - the Home Hub 6 was using the RJ11 cable that came with it so that could be an issue, but then why was the downstream sync still so high if it was a dodgy cable?

Plusnet Help Team
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Re: Failing to achieve Minimum Guaranteed Speed (Ticket Ref: 193024240)

Haha no problem, cheers for the kind words.

It's good to see your speeds back up with your Hub One in. I'd personally put it down as a mystery that the Home Hub yielded such a low upload speed, although it could have developed a fault or there may have been a loose connection. Or the cable as you've suggested.

Let us know how the engineer visit goes, hopefully they'll be able to find something wrong they can fix.

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 Anoush Mortazavi
 Plusnet Help Team
MJN
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Re: Failing to achieve Minimum Guaranteed Speed (Ticket Ref: 193024240)

Hi Anoush,

 

I was surprised, not to mention a little disappointed, to have just received an email saying:

 

During the investigation of your reported fault we asked you to complete some steps to help us diagnose the problem. You have reported that you are unable to do so.

As such, we're unable to continue the investigation so have had to close the query.

This also means you will not have the right to leave your contract without paying any cancellation fees at the end of the 30 day period from the date you raised the fault, or the date we have set out in previous emails.

 

I thought I'd done everything I could to assist the investigation, and indeed I've taken Friday off for an engineer appointment - is this still going ahead?

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Plusnet Help Team
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Registered: ‎21-04-2017

Re: Failing to achieve Minimum Guaranteed Speed (Ticket Ref: 193024240)

Hi @MJN Sorry to see the email you've received. Sounds like the speed fault marker has been set as resolved for some reason, is the ticket still showing as open when you go Here? If it's closed that'd likely explain the email. Happy to take a look into this when I'm in the office tomorrow (Unless one of my colleagues picks this up sooner tomorrow morning)

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 Anoush Mortazavi
 Plusnet Help Team
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Re: Failing to achieve Minimum Guaranteed Speed (Ticket Ref: 193024240)

Hi @MJN Sorry for the very delayed follow up, we’ve checked this and it’s good news though that the engineer is still booked in for tomorrow. 

We’ve also checked the ticket and that’s still open/on hold. Unsure at this stage why the speed fault investigation has seemingly closed.

Will ensure I dig into this further tomorrow but for now everything looks on track with regards to the engineer which I think is the most important bit.

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 Anoush Mortazavi
 Plusnet Help Team
MJN
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Re: Failing to achieve Minimum Guaranteed Speed (Ticket Ref: 193024240)

That's great - thanks for confirming. Will let you know how it goes tomorrow!
Plusnet Help Team
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Re: Failing to achieve Minimum Guaranteed Speed (Ticket Ref: 193024240)

Sounds good!
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 Anoush Mortazavi
 Plusnet Help Team
Plusnet Help Team
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Re: Failing to achieve Minimum Guaranteed Speed (Ticket Ref: 193024240)

@MJN I've found out the reason for that email being sent. Unfortunately the adviser (They'll go nameless...) who booked the engineer didn't resume the clock on the speed fault investigation so that closed automatically. I've just passed a bit of feedback on to them as a heads up.

I've logged the speed fault again which has given a brand new right to leave end date, if it comes to that (Which I'm sure/hope it won't) I'd be happy to look at this on a case by case basis.

While I'm here I've also double checked your engineer appointment and it's still in hand with Openreach.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
MJN
Aspiring Pro
Posts: 1,151
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Registered: ‎26-08-2010

Re: Failing to achieve Minimum Guaranteed Speed (Ticket Ref: 193024240)

Thanks Anoush. Don't worry about the right-to-leave aspect - it's the discovery and resolution of any fault which is my only real concern. Others reading this might be quite perplexed at me being worried about a 60Mbps download rate as even with a 70-80Mbps estimate I know it compares very well to what many others get. I think my main concern though is that if there is an issue - which there surely is if the estimates (and MGS) aren't being reached - then I'd rather get it resolved now whilst I still have a well-working connection (it's certainly very stable) than leave it until things get worse.

I got a text earlier from Openreach confirming the appointment and whilst one of their vans swung into our road not so long ago it swung back out again so a false alarm (I think!).