Fibre Broadband at 2Mps download speed
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Fibre Broadband at 2Mps download speed
18-12-2020 2:26 PM
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Hi. For the last two weeks I have noticed a major slowdown of broadband speed. I haven't reported it sooner as I hoped it would be fixed. I have run speed tests daily and 2Mps is the best I can achieve! Upload speed is about 8Mps. Both much slower than I am paying for and have been promised! I have tried to call you numerous times but there is no answer despite lengthy periods on hold! Please help.
Re: Fibre Broadband at 2Mps download speed
18-12-2020 3:09 PM - edited 18-12-2020 3:12 PM
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Hi @Rich_1981
There are some self help step you can take to help narrow down the cause of the slow down.
1) What are the routers Modem statistics?
Line rate, noise margin, etc
If you are using a Plusnet Hub one router, the stats can be found at: http://192.168.1.254, then click troubleshooting and then help desk.
Please post them here.
2) What are the estimate speeds that the Openreach line to your house can provide?
Please use: https://www.broadbandchecker.btwholesale.com/#/ADSL
and post the result after removing your phone number.
Regards
Richard
Re: Fibre Broadband at 2Mps download speed
18-12-2020 3:48 PM
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Hi Richard,
Thank you for your reply.
Data rate 9995/39993
Maximum data rate: 14189/46493
Noise Margin - 9.3/7.8
Line attenuation - 26.3-22.9
Signal attenuation - 26.0/22.9
Let me know if you need anything further.
Regrettably the BT availability checker does not work. With phone number it says "There is no data available for this number". If I put my address in it says "the service is unavailable". Not sure why but I should stress I do have an internet connection, so the phone line works, it's just very slow.
Thank you and best wishes
Richard
Re: Fibre Broadband at 2Mps download speed
18-12-2020 3:57 PM
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BT line checker stats now attached.
Re: Fibre Broadband at 2Mps download speed
18-12-2020 4:08 PM
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Hi @Rich_1981
Your line speed is 39993 Mbps down and 9995Mbps up which is about as good as it gets for a 40/10 service.
What is the current line speed reported at -> https://www.plus.net/member-centre/broadband
Are you testing the download speeds on a device connected by WiFi?
If so could you please test the download speed on a PC connected by an Ethernet cable to the router?
Regards
Richard
Re: Fibre Broadband at 2Mps download speed
18-12-2020 4:16 PM
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From the BT checker I see the Observed speeds were 45 Mbps down and 13Mbps up on the 21/10/2020.
So I assume you are on the Plusnet Fibre extra package?
If so you line speeds are low compared to the BT estimates but nowhere near 2Mbps.
If you have a BT master socket with a removable faceplate:
http://www.hmmm.ip3.co.uk/bt-master-socket-nte5.shtml
It would be worth, at least as temporary measure, plugging the router into the Test socket behind the faceplate and then recheck the modem statistics.
Regards
Richard
Re: Fibre Broadband at 2Mps download speed
18-12-2020 4:20 PM
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The question has to be is this a line slow down or a wireless problem?
Are you testing using an computer connected diresctly to your hub with an Ethernet cable? If you do this it will highlight where to start looking for your fault.
Moderator and Customer
If this helped - select the Thumb
If it fixed it, help others - select 'This Fixed My Problem'
Re: Fibre Broadband at 2Mps download speed
18-12-2020 4:31 PM - edited 18-12-2020 4:36 PM
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From the BT checker I see the Observed speeds were 45 Mbps down and 13Mbps up on the 21/10/2020.
So I assume you are on the Plusnet Fibre extra package?
@RichardB I dont think so. I've had the Max observed speeds on my line shown as 60 down and 14 up when I've never been on a Fibre extra connection. It's confused me for a while as to how you can get >40Mb reported on a 40/10 profile.
I think I've finally sussed what it's trying to say on the BT checker, it's not the 'Maximum Observed Speed, it's the Observed Maximum speed !! That is, its the reported Max Data Rate figures i.e what the line would be capable of at the time with a 6db target margin if it wasnt limited by profile. Those figures tend to corelate with that reported by @Rich_1981 s router and mine.
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
Re: Fibre Broadband at 2Mps download speed
18-12-2020 4:36 PM
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Thanks both for your replies.
My computer is in a different room to the router. I have my Smart TV connected via the ethernet cable as I obviously use it to stream videos etc. The speed reported via the browser on there is:
Latency 149ms
Download speed 1.7 mbps
Upload speed 8.3 Mbps
I do not have a removable faceplate on the master socket.
The reported current line speed on the Pnet link is 38.4 Mbps!
Even a 480p Youtube video buffers currently. Not ideal.
It has only been the last couple of weeks that I have noticed a problem. Until then it has been running fine.
Thanks and best wishes
Richard
Re: Fibre Broadband at 2Mps download speed
18-12-2020 4:37 PM
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I should add I am on the 'Unlimited Fibre' package.
Re: Fibre Broadband at 2Mps download speed
18-12-2020 4:56 PM
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I know it is a pain but it would help if the PC could be connected by Ethernet to the router for a speedtest.
Maybe via a long Ethernet cable?
Could you please check the current line speed reported at -> https://www.plus.net/member-centre/broadband
Re: Fibre Broadband at 2Mps download speed
18-12-2020 5:05 PM
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Yes, I certainly wouldnt be trusting a speed test from a Smart TV browser.
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
Re: Fibre Broadband at 2Mps download speed
18-12-2020 8:25 PM
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Tested with Ethernet cable plugged in it says:
Ping 382
Download 0 Mbps!
Upload 5.66 Mbps
Using bing wifi speed test it says:
Ping 1
Download 905.24 Kbps
Upload 228.79 Kbps
I have managed to open dialogue with Plusnet so hopefully now they will resolve. I appreciate your help thus far.
Best wishes
Richard
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