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Fibre broadband speed very slow!

chloeohare98
Hooked
Posts: 5
Registered: 22-08-2017

Fibre broadband speed very slow!

I switched over from Sky to Plusnet as I did a speed test on uSwitch and it said that the fastest broadband in my area would be Plusnet. I switched over at the start of June. Beforehand on just normal broadband with Sky my download speeds were at about 3.5 mb/s. Now with Plusnet's supposed fibre broadband my download speeds are only at 5 mb/s. Far from what was advertised and really disappointing. How do I go about getting this resolved? 

 

 

11 REPLIES
bmc
Pro
Posts: 774
Thanks: 143
Fixes: 6
Registered: 28-02-2017

Re: Fibre broadband speed very slow!

What does the DSL checker say for your line.

http://www.dslchecker.bt.com/adsl/adslchecker.welcome

 

Brian

 

chloeohare98
Hooked
Posts: 5
Registered: 22-08-2017

Re: Fibre broadband speed very slow!

Screen Shot 2017-08-22 at 11.54.42.png

 

This is what it says, to be honest I don't really understand it.

bmc
Pro
Posts: 774
Thanks: 143
Fixes: 6
Registered: 28-02-2017

Re: Fibre broadband speed very slow!

It shows the various OpenReach products available for your line.

 

In relation to your query about download speed look at the Downstream Line Rate.

If your phone line is in good condition you should receive a download speed of between 20 & 30

If there's anything impacting the line then your speed is between 10 & 22.5

 

So, if you're on a Fibre product you should be getting a faster speed.

 

Brian

bill888
Seasoned Pro
Posts: 867
Thanks: 124
Fixes: 24
Registered: 18-10-2008

Re: Fibre broadband speed very slow!

Log into the Hub One by pointing a web browser to 192.168.1.254

 

Go to Troubleshooting -> Help Desk.

What is reported for:

6. Data Rate

8. Noise Margin

9. LIne attenuation

Note the page may show your plusnet username, so you may wish to edit it out, if you choose to upload an image here.

chloeohare98
Hooked
Posts: 5
Registered: 22-08-2017

Re: Fibre broadband speed very slow!

Screen Shot 2017-08-22 at 12.30.35.png

 

This is what it says for those when I log into that.

bill888
Seasoned Pro
Posts: 867
Thanks: 124
Fixes: 24
Registered: 18-10-2008

Re: Fibre broadband speed very slow!

There is some sort of fault on your line.

The very high 13.9 dB noise margin is causing the downstream speed to drop from 10mb to 5.3mb.  There seems to be excessive noise on the line.

However, even 10mb is unacceptably low if the 'estimated' VDSL Range A (Clean) which quotes 20 to 30 mbps is correct.

 

Are there any unusual noises in the background (hissing, crackling) when you use the telephone?

 

You will also need to rule out any internal wiring to extension sockets or other phone devices causing the problem.

Is the Hub One plugged into the BT master socket, or into a an extension socket in another room ?

 

What type of master socket do you have?  

https://www.youtube.com/watch?v=UMP0BOwSHKI

 

Would it be an old NTE5 ?

 

 

 

chloeohare98
Hooked
Posts: 5
Registered: 22-08-2017

Re: Fibre broadband speed very slow!

21081536_1574300725934613_774072078_o.jpg

 

I just took a picture of it (excuse the dirt and dust it's just been sitting in the corner haha) I think judging by the video I have a standard NTE5 master socket.

 

We very rarely use the house phone, but I did just check it and there's a very slight crackling sound on it.

bill888
Seasoned Pro
Posts: 867
Thanks: 124
Fixes: 24
Registered: 18-10-2008

Re: Fibre broadband speed very slow!

Yes, that photo is of an NTE5 master phone socket.

 

I do not see any microfilter inserted. Where is the Hub One ?

 

There should be no crackling noises on the phone line.

https://www.youtube.com/watch?v=7gofRBmT4PU

If you can definitely hear noises on the line (and phone handset is not faulty), you will need to contact Plusnet to report the suspected phone line fault.  Fixing a noisy telephone line should hopefully improve the broadband speed too.

 

Additional videos explaining how to use the hidden engineer's test socket.

https://www.youtube.com/watch?v=br8Q3S-fOl4

https://www.youtube.com/watch?v=9VQNJGhUNHM&t=3s

Perhaps see if broadband speed shows any improvement if you plug Hub One into the test socket?

 

chloeohare98
Hooked
Posts: 5
Registered: 22-08-2017

Re: Fibre broadband speed very slow!

Microfilter is connected over the other side of the room, and that's where the router is too. 

 

I'm going to try and raise a ticket with Plusnet to see if this can be resolved because there's no point having fibre broadband when it's barely the speed of normal broadband.

bmc
Pro
Posts: 774
Thanks: 143
Fixes: 6
Registered: 28-02-2017

Re: Fibre broadband speed very slow!

If you have a noisy line then that points strongly to a fault. You should read (and follow) PlusNet support pages on Faults prior to submitting a Fault report - that tends to be the first thing they ask.

 

For example you need to try the Master socket without the extension plugged in just in case the problem lies with your internal cabling.

 

Brian

Browni
Aspiring Hero
Posts: 2,180
Thanks: 748
Fixes: 45
Registered: 02-03-2016

Re: Fibre broadband speed very slow!

Isn't that an NTE5C?
I must have been really bad in a previous life as this was my 3rd ISP in a row that used lithium.
Now you're stuck with me because my new ISP doesn't run a forum Cheesy