Fibre Broadband Speed

[#1]

OK

Two engineers came today.

One reported a fault on my line but there were no spare.

A second came on the same day and added a spare line.

Phone now works.

The Internet via wired connection holds a speed of 40 MBps

The second engineer confirmed speed will go up and down over the next few hours as the line "learns" but I can say the problem is solved! Question #177192084 updated!

Let me know what you suggest as refund for the downtime considering the issue was raised 3 weeks ago.

Thank you all

[#2 · Accepted solution]

Hi there.

I have raised a ticket on your account regarding the refund. You can view this at https://www.plus.net/wizard/?p=view_question&id=177192084

[#3]

Oh dear. I do hope this is not a sign of things to come. So I've been back with Plusnet for 2 weeks and overnight last night, my internet speed has inexplicably dropped by 5mbps and there has obviously been 'downtime' on my router because the BT HH6 is showing this to be the case. I fear someone, somewhere at the exchange end has been mucking about with my fibre. As it is, I'm still not convinced that I'm getting anywhere near the speed I should be getting. I wouldn't mind, but everything has been pretty much ok for the last couple of weeks and now the reduction in speed. Plusnet, please tell me what is going on? Oh, and I don't want to read any excuses about the fact that I'm getting above the minimum guaranteed speed, thank you.

[#4]

Hi @Kimberlin,

I'm sorry to hear that your speed has dropped over night. I've tested your line however it's not picking up the cause of this.

GEA Test Detail
Circuit ID	NA	Service ID	BBEU29546217

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	49.2 Mbps
Upstream Speed	14.2 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	573.1
Upstream Rate Assessment	Reasonable
Downstream Rate Assessment	Reasonable
Interference Pattern	Not Detected
Service Impact	No Impact Observed
Home Wiring Problem	Not Detected
Technology	VDSL
Profile Name	0.128M-80M Downstream, Interleaving Low - 0.128M-20M Upstream, Error Protection Off
Time Stamp	2018-06-17T17:45:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	47.8 Mbps	53.7 Mbps	52.9 Mbps
Up Stream Line Rate	14.1 Mbps	17.3 Mbps	16.8 Mbps
Up Time	802.0 Sec	900.0 Sec	899.8 Sec
Retrains	0.0	1.0	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	2018-06-30T17:05:00.155+01:00	2018-06-30T17:20:00.155+01:00
Ingress Code Violation	0	4
Egress Code Violation	0	0
Errored Seconds	7	4
Severely Errored Seconds	0	0
Unavailable Seconds	0	0

Whilst I appreciate what you're saying regarding the drop in speed and the fact that it is towards the bottom end of the line's estimates, it's above the minimum guaranteed speed and that means that we are very limited in terms of what we can do with this for you as our suppliers would not investigate this as a fault. Please keep an eye on your connection over the next few weeks and let us know if your speed drops below the minimum guaranteed speed of 42.2mbps on a wired connection as we would then be able to investigate this as a fault.