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Fibre Broadband speed getting progressively worse!

ChrisGn
Dabbler
Posts: 24
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Registered: ‎09-04-2014

Fibre Broadband speed getting progressively worse!

I seem to be having a problem with my 55/10 fibre broadband service.

 

For about the last 7 months I have seen a drop in download speed. Initially the drop in speed was slight, however the last few months have seen a dramatic drop in speed.

I have included a screenshot of download speed reported by a Samknows Whitebox. (It should be noted that testing the download speed using Ookla has always given similar results).

Samknows Download 2018-06-26_120900.png 

As you will see my download speed in Nov 2017 was about 51 Mbps. This was the typical speed ever since transferring to 55/10 from 40/20 in August 2016.  You will also see that my current speed is at the minimum or less than the expected speed of my line.

 

Estimated Line Speed 2018-06-26.png

From the end of November 2017 my download speed dropped for some reason, but never recovered back to the 51 Mbps. Previously, any drops in speed have always recovered.

 

On 26 April I had a mains failure and for some reason the BT Modem decided to limit downloads to 9.29 Mbps (This has happened before). Re-powering the BT modem and speeds were almost recovered, then on 8 May, Kelly Communications (Contractor to BT Openreach) decided to either power down or reset the local cabinet whereupon I lost both broadband and Voice for about 45 seconds, again my speeds dropped and never recovered after this.

 

On 9 June the download speed dropped again to ~40 Mbps (yet the IP profile didn’t change). On 15 June I re-powered everything to see if that would help. It didn’t, in fact it made things worse as my IP profile was dropped to 41.04 Mbps.

 

I have found results from BTWholesale tests that I have done:

 

Date                            IP Profile Down/Up (Mbps)        Speed Down/Up (Mbps)

07/06/17 23:41           52.14/10.00                               50.62/8.64

01/07/17 14:28           51.27/10.00                               07.51/8.06    min 27.50 Mbps

01/07/17 16:02           51.72/10.00                               50.00/8.61

27/02/18 00:09           50.99/10.00                               43.19/8.70

15/04/18 21:42           51.04/10.00                               44.82/4.79

29/04/18 15:21           49.20/10.00                               05.78/7.83    min 27.50 Mbps

29/04/18 23:23           49.62/10.00                               47.90/8.89

08/05/18 14:45           47.18/10.00                               41.83/8.20

10/05/18 13:52           47.18/10.00                               34.37/7.45

17/05/18 21:41           47.18/10.00                               43.68/8.83

15/06/18 23:00           47.18/10.00                               33.34/8.22

15/06/18 23:12           41.11/10.00                               29.49/8.23

15/06/18 23:29           41.04/10.00                               27.46/7.50    min 27.50 Mbps

16/06/18 11:10           41.04/10.00                               31.56/3.94

22/06/18 22:39           41.04/10.00                               34.05/8.53

24/06/18 17:01           41.04/10.00                               33.48/5.80

26/06/18 12:05           41.33/10.00                               29.85/5.80

 

Notes:

I do occasionally suffer from line noise. This tends to be in the winter in freezing conditions, however the fault is cleared after an incoming call.

There was a lot of recent BT Openreach activity both at the cabinet and DP feeding my premises late April to mid May.

 

Equipment:

BT Openreach Modem.

TP-Link Archer C9 Router.

SamKnows WhiteBox V8.

 

I look forward to comments on this problem.

 

 

 

27 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 276
Thanks: 50
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Registered: ‎26-03-2018

Re: Fibre Broadband speed getting progressively worse!

Hi @ChrisGn,

I'm sorry to see that you've been experiencing these issues. I've taken a look into your account today and upon testing your line I've discovered that there is a phone fault present which is likely the cause of the issues that you're experiencing.

I've raised this to our suppliers for further investigation now and sent you a ticket on your account with further information regarding this issue, which can be viewed here.

If this post resolved your issue please click the 'This fixed my problem' button
 Alex H
 Plusnet Help Team
ChrisGn
Dabbler
Posts: 24
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Registered: ‎09-04-2014

Re: Fibre Broadband speed getting progressively worse!

Apparently the fault has been fixed now, however the IP profile is still 41.87 Mbps.

2018-06-30_093910.png

Has somebody forgot to do something, or will the IP profile eventually recover by itself?

 

I have replied to the ticket by the way.

Plusnet Help Team
Plusnet Help Team
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Registered: ‎26-03-2018

Re: Fibre Broadband speed getting progressively worse!

Thanks for bringing this to our attention @ChrisGn. After reviewing your fault today and testing the line I have discovered there is a potential Line Card Fault within the exchange which needs to be investigated relating to this issue. I have sent an update via the open fault ticket on your account, which can be viewed here, with further information.

If this post resolved your issue please click the 'This fixed my problem' button
 Alex H
 Plusnet Help Team
ChrisGn
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Posts: 24
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Registered: ‎09-04-2014

Re: Fibre Broadband speed getting progressively worse!

I'm  assuming that the Line Card Fault that you reported on Sunday was repaired on Monday as the continuous ringing that I was later getting on Sunday, finally stopped Monday afternoon.  (NOTE:  I am only assuming as there has been no reply to my ticket!).

I have been doing daily BTW performance tests (Edge Browser) since the 29 July (i.e. through and after known faults).  The Download IP profile has been 41.87Mbps on all tests with the Download Speed varying between 40.59Mbps and 40.61Mbps.  I would have expected some changes in IP profile.

It should be noted, that since my download speed dropped to about 40Mbps, there has been an increase in latency.

Assuming that my line is now free from known faults, then what next to solve the problem?

 

Plusnet Help Team
Plusnet Help Team
Posts: 276
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Registered: ‎26-03-2018

Re: Fibre Broadband speed getting progressively worse!

Hi @ChrisGn,

I've reviewed the fault on your account today and I have updated the open ticket on your account with further information regarding this, which can be viewed here.

If this post resolved your issue please click the 'This fixed my problem' button
 Alex H
 Plusnet Help Team
ChrisGn
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Posts: 24
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Registered: ‎09-04-2014

Re: Fibre Broadband speed getting progressively worse!

I immediately followed the instructions in my ticket, that you updated yesterday, to connect the my BT modem directly to the test connector on the Master Socket.

How long is it likely to be before the line is re-tested, as I'm obviously without phone services until it's done?

Plusnet Help Team
Plusnet Help Team
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Registered: ‎23-11-2017

Re: Fibre Broadband speed getting progressively worse!

Hi there.

 

I have ran a quick check on your line and it is showing 46Mpb/s. I would recommend keeping it in the test socket for at least 48 hours to see if you have any further issues. You should be fine to plug in an alternate micro filter and keep your phone connected at the same time.


 Dean R
 Plusnet Staff
ChrisGn
Dabbler
Posts: 24
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Registered: ‎09-04-2014

Re: Fibre Broadband speed getting progressively worse!

Well, I’m now in a position where I don’t know what to do. After 3 line/equipment faults and various waiting for things to happen speed wise, I responded to my open ticket to report that my speed had improved, but was not back to the speeds I had prior to the problem. I received a phone call from someone non-technical in support (Mon 30 July) to tell me that I can have an engineer visit to check for broadband faults. I asked if I would be charged if no fault was found, the answer was probably yes. It was concluded that I monitor my speeds.

 

What I have found over several weeks, is that my IP profile doesn’t seem to change dynamically. The only time it does change is if I either disconnect/reconnect the line or re-power the BT Modem. If I do this for example 3 times with a 1/2 hour in between then the 1st reconnect may give me a slightly reduced IP profile, the next may give me a slightly higher IP profile, and the next may be even slightly higher. If I leave the line alone for several days, then the IP profile doesn’t change.

 

The reduced speed fault to 40Mbps on 09 June, which is what first prompted me to report the fault, also showed an increase in latency. Even though my speeds are higher since the final Earth fault was cured, the increase in latency hasn’t changed. It should be noted that after the Earth fault was cured on 11 July, my IP profile increased to 47.37Mbps, this stayed constant until a nearby thunderstorm on 14 July caused a line loss (seen in my router logs). My IP profile reduced back to 43.66Mbps.

 

Questions:

As my original fault was reported as a broadband speed fault, then shouldn’t the BT Openreach engineer who cured the Earth fault have also tested my broadband on the premises for correct speeds/operation?

As work had been done on my line, then should there have been a DLM reset done?

Could the problem be with the BT Modem?

 

 SamKnows-20180803.pngCurrent SamKnows Graphs. The Daily Latency graph highlights the latency change.

ChrisGn
Dabbler
Posts: 24
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Registered: ‎09-04-2014

Re: Fibre Broadband speed getting progressively worse!

Whoops, forgot to add the Graphs as a downloadable file.

Plusnet Help Team
Plusnet Help Team
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Registered: ‎22-01-2018

Re: Fibre Broadband speed getting progressively worse!

Hello @ChrisGn,

 

Thanks for getting in touch and we are sorry to hear you are still experiencing an issue with your speed. We have run a test on the line and have not found any external fault, you can also see from the GEA test below that the speed is showing with in your estimates advised here at our sides.

 

Can you advise what speed you are seeing on a wired speed test at your side? and if you are still using our Hub One?. 

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 46.8 Mbps
Upstream Speed 10.0 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 678.1
Upstream Rate Assessment Very Good
Downstream Rate Assessment Reasonable
Interference Pattern Regular Interference Observed Daily
Service Impact No Impact Observed
Interference Duration Longest Occurrence From 18:15 to 21:00
Interference Location Customer Premise
Home Wiring Problem Not Detected
Downstream Policing Discard Rate 0.0
Customer Traffic Level Upstream and Downstream Traffic Detected
Technology VDSL
Profile Name 0.128M-55M Downstream 6dB, Interleaving Low - 0.128M-10M Upstream, Error Protection Off
Time Stamp 2018-07-22T12:00:00
Parameters MIN MAX AVG
Down Stream Line Rate 45.5 Mbps 47.6 Mbps 46.3 Mbps
Up Stream Line Rate 9.9 Mbps 9.9 Mbps 9.9 Mbps
Up Time 405.0 Sec 900.0 Sec 898.0 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 2018-08-04T11:30:37.991+01:00 2018-08-04T11:45:37.991+01:00
Ingress Code Violation 0 0
Egress Code Violation 0 1
Errored Seconds 0 0
Severely Errored Seconds 0 0
Unavailable Seconds 0 0
If this post resolved your issue please click the 'This fixed my problem' button
 SammyM
 Plusnet Help Team
ChrisGn
Dabbler
Posts: 24
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Registered: ‎09-04-2014

Re: Fibre Broadband speed getting progressively worse!

I've just got some speed test results:

From:

SamKnows, 04/08/18 - 11:00, 43.4Mbps Down, 9.27Mbps Up.

OOKLA, 04/08/18 - 13:58, 44.54Mbps Down, 7.45Mbps Up.

BT Wholesale 04/08/18 - 13:54, 43.86Mbps Down, 8.12Mbps Up, IP Profile 45.33/10 (Using IE).

 

My download speeds used to be about 51 Mbps with OOKLA.

 

I am not using your Hub One router, I am using the BT Openreach Modem that BT provided when Fibre was installed along with a TP-Link Archer C9 Router.  (Your supplied Technicolor TG582n router was rubbish).

 

I do appreciate that the current speed that I am obtaining is within the expected speeds of 59.5Mbps and 40Mbps. However you must appreciate that after faults have been found and cured, that my attainable speeds are still less that what they were before the faults.

If I knew why there had been a depreciation in speed, I would be happy, i.e. more crosstalk due to more users, or the Earth fault cured by swapping pairs etc.

Plusnet Help Team
Plusnet Help Team
Posts: 13,536
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Registered: ‎27-04-2007

Re: Fibre Broadband speed getting progressively worse!

Hi there, are those speeds over WiFi or a direct ethernet connection? 

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
ChrisGn
Dabbler
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Registered: ‎09-04-2014

Re: Fibre Broadband speed getting progressively worse!

Everything is Direct Connect.

Plusnet Help Team
Plusnet Help Team
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Registered: ‎24-07-2014

Re: Fibre Broadband speed getting progressively worse!

Your line appear to have above 50Mbit sync on rare occasions. I don't see any particular reason for the drops in speed, and would suggest that maybe only an engineer could answer this with any amount of accuracy. That said, as you're within the estimates, they may not be able to do much for you.

If this post resolved your issue please click the 'This fixed my problem' button
 Tony T
 Plusnet Help Team