Fibre Extra Getting Slower

[#1]

I've upgraded to fibre extra about a month ago and nearly every week the speed would drop. I had 65Mbps it then dropped to 58Mbps and now on 52Mbps. The upload speed remained at 18Mbps. I've rebooted the Plusnet Hub One a few times but made no difference.

Is this suppose to happen?

[#2]

Don't reboot the Hub. DLM might have kicked in thinking you have a line problem e.g. too many errors. Left alone it might go back up. No time scale as to how soon. Report a fault if you go below your minimum speed though.

[#3]

Hi @ty1 

Sorry to hear this. 

I've ran a GEA test on your line - here are the results; 

Test OutcomePass

Test Outcome CodeGTC_FTTC_SERVICE_0000

DescriptionGEA service test completed and no fault found .

Main Fault LocationOK

Sync StatusIn Sync

Downstream Speed57.4 Mbps

Upstream Speed20.0 Mbps

Appointment RequiredN

Fault Report AdvisedN

NTE Power StatusPowerOn

Voice Line Test ResultPass

Bridge TapNot Detected

Repetitive Electrical Impulse NoiseNot Detected

Estimated Line Length In Metres425.0

Upstream Rate AssessmentVery Good

Downstream Rate AssessmentReasonable

Interference PatternNot Detected

Service ImpactNo Impact Observed

Home Wiring ProblemNot Detected

Downstream Policing Discard Rate0.0

Customer Traffic LevelUpstream and Downstream Traffic Detected

TechnologyVDSL

Profile Name0.128M-80M Downstream, Retransmission Low - 0.128M-20M Upstream, Error Protection Off

Your Minimum Guaranteed Speed is 57Mbps -  the service is currently just over this mark. Your speed may vary and there are a number of things that may affect your broadband speed such as the distance you are from the exchange, phone wiring to and in your home, how busy the Internet and our network are and if you're using multiple devices at the same time. Having said all this, it soudl not drop below this mark. 

If it does sync at a lower speed, then the advice @idonno gave about rasing a fault would be correct - you can do this here. The advice about DLM is also spot on - thanks for that! 

Let us know if you do raise a fault and we can pick this up.

Thanks,

MoR

[#4]

My broadband speed is getting worst. It went down to 40 Mbps and in the last week or so it is at 20 Mbps. I have never seen it go up in speed only down.I am paying for the extra fibre package and I'm not getting the speed. Not happy. Any ideas? Plusnet can you please check my line again?

[#5]

Sorry to hear your speeds are poor.

We've tested your line and we can't see any cause for this as shown below

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	59.9 Mbps
Upstream Speed	20.0 Mbps
Appointment Required	N
Fault Target Fix Time
Fault Report Advised	N
Estimated Line Length In Metres	396.4
Upstream Rate Assessment	Very Good
Downstream Rate Assessment	Reasonable
Interference Pattern	Not Detected
Service Impact	No Impact Observed
Home Wiring Problem	Not Detected
Downstream Policing Discard Rate	0.0
Customer Traffic Level	Upstream and Downstream Traffic Detected
Technology	VDSL
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
Profile Name	0.128M-60M Downstream, Retransmission High - 0.128M-20M Upstream, Error Protection Off
Time Stamp	2018-12-15T10:00:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	59.9 Mbps	59.9 Mbps	59.9 Mbps
Up Stream Line Rate	19.9 Mbps	19.9 Mbps	19.9 Mbps
Up Time	590.0 Sec	900.0 Sec	899.3 Sec
Retrains	0.0	3.0	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	2018-12-28T09:33:48Z	2018-12-28T09:48:48Z
Ingress Code Violation	0	1
Egress Code Violation	0	0
Errored Seconds	0	0
Severely Errored Seconds	0	0
Unavailable Seconds	0	0

Can you confirm if you've tested the line over a wired or wireless connection?

[#6]

@MatthewWheeler the line is banded - 0.128M-60M Downstream, Retransmission High - 0.128M-20M Upstream, Error Protection Off

[#7]

My speed tests were performed over a wired connection.

[#8]

@Mustrum thanks for your reply.

@MatthewWheeler does Mustrum's reply mean there is something wrong with my line? I've switched over to another Hub One router and the speed is still poor.

[#9]

@Mustrum Whilst there is banding in place that shouldn't affect any throughput speed only the sync speed.

@ty1 Upon further investigation I've found a incorrect setting on our side that I forgot to check yesterday. I've now corrected this and manually dropped your connection which should have resolved this. Can you retest the speed?

[#10]

Thanks Matthew. I'm getting 53 Mbps now. Do you know if I'm likely to get over 60 Mbps again which I saw in the first month I've switched to fibre extra?

[#11]

@ty1

I think you should. After what Matt did has alleviated some of the problem we'll now send it off to get that profile banding removed to see if we can get it pushed up further for you. That's an automated process but it takes 24-48 working hours for that to complete.