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Fibre Broadband at 2Mps download speed

Hooked
Posts: 6
Registered: ‎18-12-2020

Fibre Broadband at 2Mps download speed

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.  

12 REPLIES 12
All Star
Posts: 733
Thanks: 226
Fixes: 24
Registered: ‎19-11-2008

Re: Fibre Broadband at 2Mps download speed

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

Hooked
Posts: 6
Registered: ‎18-12-2020

Re: Fibre Broadband at 2Mps download speed

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

 

Hooked
Posts: 6
Registered: ‎18-12-2020

Re: Fibre Broadband at 2Mps download speed

BT line checker stats now attached. 

All Star
Posts: 733
Thanks: 226
Fixes: 24
Registered: ‎19-11-2008

Re: Fibre Broadband at 2Mps download speed

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

 

All Star
Posts: 733
Thanks: 226
Fixes: 24
Registered: ‎19-11-2008

Re: Fibre Broadband at 2Mps download speed

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

 

 

Seasoned Hero
Posts: 5,796
Thanks: 2,560
Fixes: 169
Registered: ‎30-06-2016

Re: Fibre Broadband at 2Mps download speed

@Rich_1981 

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.

Superuser
Superuser
Posts: 9,174
Thanks: 2,246
Fixes: 163
Registered: ‎30-07-2007

Re: Fibre Broadband at 2Mps download speed

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.

Hooked
Posts: 6
Registered: ‎18-12-2020

Re: Fibre Broadband at 2Mps download speed

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

 

Hooked
Posts: 6
Registered: ‎18-12-2020

Re: Fibre Broadband at 2Mps download speed

I should add I am on the 'Unlimited Fibre' package. 

All Star
Posts: 733
Thanks: 226
Fixes: 24
Registered: ‎19-11-2008

Re: Fibre Broadband at 2Mps download speed

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

Superuser
Superuser
Posts: 9,174
Thanks: 2,246
Fixes: 163
Registered: ‎30-07-2007

Re: Fibre Broadband at 2Mps download speed

Yes, I certainly wouldnt be trusting a speed test from a Smart TV browser.

 

Hooked
Posts: 6
Registered: ‎18-12-2020

Re: Fibre Broadband at 2Mps download speed

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