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Fibre Speed dropping again and Router has reset 3 days running

wakeman
Aspiring Pro
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Registered: ‎20-04-2020

Fibre Speed dropping again and Router has reset 3 days running

Over the past three days the Hub One has reset each night and my fibre speed has physically dropped again.

I am getting barely 20.5 Mbps physical download, its dropped 1.5 Mbps  over the past three days. Still way below what I used to get of just over 27 Mbps a few months ago (which had been stable at that for months.

I have also noticed that the ping rate on speed tests has got bad up from  about 17 to 32 of late.

Note router is connected to Master socket.

Can this please be sorted again.

12 REPLIES 12
wakeman
Aspiring Pro
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Registered: ‎20-04-2020

Re: Fibre Speed dropping again and Router has reset 3 days running

The router reset again last night, that 4 nights running. Please fix your systems.

Plus PN staff pick up these posts

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wakeman
Aspiring Pro
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Re: Fibre Speed dropping again and Router has reset 3 days running

Wakey, Wakey PlusNet, how about answering customers!

If no answer soon then complaint going to CEO.

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bobpullen
Community Gaffer
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Re: Fibre Speed dropping again and Router has reset 3 days running

What makes you think the hub has 'reset'. What does the event log tell you when the service drops? This sounds like it could well be Openreach's line management systems making adjustments in response to some issue with the underlying service itself.
Have you reported a fault? - http://faults.plus.net

Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵

wakeman
Aspiring Pro
Posts: 258
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Registered: ‎20-04-2020

Re: Fibre Speed dropping again and Router has reset 3 days running

@bobpullen 

For three nights in a row at around 1 am the connection is dropped by the router and then reconnected - also as a result download speeds have dropped again. Latacy has also got a lot worse up from about 17 to 32

I had a similar problem about 2 months ago - there was a line fault you eventually established.

Annotation 2020-08-07 183933.jpg

My download speed has been getting worse for sometime.  

bobpullen
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Re: Fibre Speed dropping again and Router has reset 3 days running

Definitely strikes me as a line management thing but I'm not in a position to check at the moment. I don't suppose you know if you're connected to a Huawei or an ECI FTTC cabinet do you?

Bob Pullen
Plusnet Product Team
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wakeman
Aspiring Pro
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Registered: ‎20-04-2020

Re: Fibre Speed dropping again and Router has reset 3 days running

@bobpullen 

Thanks for your quick reply appreciated.

I think it might be an ECI one, its Cabinet 41 according the ADSL checker.

But I know we have another cabinet 81 closer (at end of the road leading on to our estate) but some neighbour think it belongs to another exchange?

I used to have a steady physical download speed of 27.6 for well over a year, now it struggles at 21 with the wind behind it.

bobpullen
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Re: Fibre Speed dropping again and Router has reset 3 days running

Hmm, there's been some activity involving ECI cabs recently that I think might be playing a part. I won't know for sure though until I'm able to check your line profile for the last few weeks.

Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵

wakeman
Aspiring Pro
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Re: Fibre Speed dropping again and Router has reset 3 days running

There has not been a reset for 5 days now. But stats here are poor.

Annotation 2020-08-11 132725.jpg

tinytaco
Plusnet Alumni (retired)
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Re: Fibre Speed dropping again and Router has reset 3 days running

Together with our network partners at Openreach we will try to provide you with the best speeds possible. If you feel this is not the case, please raise your speed fault online at faults.plus.net

 Noor
 Plusnet Help Team
wakeman
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Re: Fibre Speed dropping again and Router has reset 3 days running

@tinytaco  This seems to be your standard response to everyone, and not  exactly helpful. If you had bothered to read the thread, you will see your colleague @bobpullen  was going to get some line stats for the past few weeks to see what was going on and what work had been being done on ECI cabinets, that might have caused issues. I did PM your colleague but up to this point not had a response.  I have confirmed it is an ECI cabinet.

As a long standing customer, I do think we should get a better level of customer services, then your throwaway post which comes across as we don't actually care about you are customers paying your wages

Shep41
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Re: Fibre Speed dropping again and Router has reset 3 days running

That's just a copy and paste answer. I've seen the same reply on various threads.
wakeman
Aspiring Pro
Posts: 258
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Registered: ‎20-04-2020

Re: Fibre Speed dropping again and Router has reset 3 days running

@bobpullen  @tinytaco 

I have logged a fault call 

#204915652