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Fibre for sometime now but not getting the expected speeds

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Plusnet Help Team
Plusnet Help Team
Posts: 797
Thanks: 136
Fixes: 39
Registered: ‎24-04-2017

Re: Fibre for sometime now but not getting the expected speeds

Hi @cpjcutts, thank you for getting back to us and thank you for thoroughly checking over your internal set-up to rule out your side as behind the throughput issue. Upon checking into your connection today I have spotted something which would cause the throughput issue you've been seeing on our side. I've made a change to your account which may have corrected the throughput issue you're seeing and if you could turn the router off and back on and re-test I hoping this allows your devices to reach the 55Mbps or so mark your router is managing to sync at. Please let us know how it goes as if this doesn;t help then we'd be happy to progress this further.

 Ben Devine
 Plusnet Help Team
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Dabbler
Posts: 18
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Registered: ‎20-02-2019

Re: Fibre for sometime now but not getting the expected speeds

Thank you for that update. So I restarted everything last night and pleased to say we now have a really good improvement.

Modem is syncing at 56mb download and 15mb up
Speedtest is showing a ping of 8ms, download speed is 52.61mb and upload speed is 14.89

Much more in line with what I expected the line to deliver. My only issue is that this problem has been going on since I have had Fibre with Plusnet and these questions have been raised many times. 

The only difference this time is that I looked online to try and work out the issues and upgraded equipment to try and eliminate everything from my side. Only to then find that is seems that the banding was wrong and the line needed resetting via Plusnet

So its disappointing to be paying for something for so long and not getting what was promised.

Is it possible to provide a new GEA report now on this line please. I will monitor it and see how we go for future.

---------------------- ATU-R Info (hw: annex A, f/w: annex A/B/C) -----------
   Running Mode            :      17A       State                : SHOWTIME
   DS Actual Rate          : 56084000 bps   US Actual Rate       : 15833000 bps
   DS Attainable Rate      : 57554280 bps   US Attainable Rate   : 16013956 bps
   DS Path Mode            :        Fast    US Path Mode         :        Fast 
   DS Interleave Depth     :        1       US Interleave Depth  :        1 
   NE Current Attenuation  :       20 dB    Cur SNR Margin       :        3  dB
   DS actual PSD           :     6. 7 dB    US actual PSD        :     6. 9  dB
   NE CRC Count            :     1518       FE CRC Count         :      784
   NE ES Count             :      490       FE  ES Count         :      637
   Xdsl Reset Times        :        0       Xdsl Link  Times     :        2
   ITU Version[0]          : fe004452       ITU Version[1]       : 41590000
   VDSL Firmware Version   : 05-07-09-0F-01-07   [with Vectoring support] 
   Power Management Mode   : DSL_G997_PMS_L0 
   Test Mode               : DISABLE 
  -------------------------------- ATU-C Info ---------------------------------
   Far Current Attenuation :       25 dB    Far SNR Margin       :        6  dB
   CO ITU Version[0]       : b5004946       CO ITU Version[1]    : 544eb206
   DSLAM CHIPSET VENDOR    : < IFTN >

 

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Dabbler
Posts: 18
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Registered: ‎20-02-2019

Re: Fibre for sometime now but not getting the expected speeds

I forgot to ask, what was the change made please?
It would be good to make a note in case this happens again. regards Paul

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Dabbler
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Registered: ‎16-06-2016

Re: Fibre for sometime now but not getting the expected speeds

Hi cpjcutts

I am in a similar issue, had fibre for quite a long time but never achieved a fast line,it was really slow at times

checked my speed via a cable to router, & was well below at 17-19.Mbps

upgraded to fibre extra with hardly any improvement, so raised a ticket, & the speed increased, to 27.6Mbps but still below guaranteed minimum.

However after PlusNet testing BT are coming today.

so your post has been an interest to me.

 

all the best with your speed, and I do agree about speed issues,

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Plusnet Help Team
Plusnet Help Team
Posts: 15,137
Thanks: 440
Fixes: 124
Registered: ‎27-04-2007

Re: Fibre for sometime now but not getting the expected speeds

Hi all, @cpjcutts I can see that Ben updated the speed profile on our systems manually just to get it inline with the throughput speed. 

 

@Sparkrace22 I hope the engineer is able to help today, please keep us posted. 

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
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Dabbler
Posts: 18
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Registered: ‎20-02-2019

Re: Fibre for sometime now but not getting the expected speeds

Would it be possible to get an updated GEA report at all please?

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Dabbler
Posts: 18
Thanks: 2
Registered: ‎20-02-2019

Re: Fibre for sometime now but not getting the expected speeds

I hope you have had success today. I can certainly feel your pain.
just frustrating that it has been so long before a reseable fix has come in to place. 

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Plusnet Help Team
Plusnet Help Team
Posts: 15,137
Thanks: 440
Fixes: 124
Registered: ‎27-04-2007

Re: Fibre for sometime now but not getting the expected speeds

Of course: 

 

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
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Dabbler
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Registered: ‎20-02-2019

Re: Fibre for sometime now but not getting the expected speeds

Today I have noticed a patchy service again. So checked the stats and notice that the line has changed to interleave and dropped my actual speed down. That is despite it running perfectly before. Is there any reason for this?

My actual now has more than doubled my ping times to 15ms 46mb down and 14 up

 

---------------------- ATU-R Info (hw: annex A, f/w: annex A/B/C) -----------
   Running Mode            :      17A       State                : SHOWTIME
   DS Actual Rate          : 49562000 bps   US Actual Rate       : 16031000 bps
   DS Attainable Rate      : 57645160 bps   US Attainable Rate   : 16168972 bps
   DS Path Mode            :  Interleave    US Path Mode         :        Fast 
   DS Interleave Depth     :      722       US Interleave Depth  :        1 
   NE Current Attenuation  :       20 dB    Cur SNR Margin       :        4  dB
   DS actual PSD           :     6. 7 dB    US actual PSD        :     6. 9  dB
   NE CRC Count            :        0       FE CRC Count         :      800
   NE ES Count             :        0       FE  ES Count         :      653
   Xdsl Reset Times        :        0       Xdsl Link  Times     :        1
   ITU Version[0]          : fe004452       ITU Version[1]       : 41590000
   VDSL Firmware Version   : 05-07-09-0F-01-07   [with Vectoring support] 
   Power Management Mode   : DSL_G997_PMS_L0 
   Test Mode               : DISABLE 
  -------------------------------- ATU-C Info ---------------------------------
   Far Current Attenuation :       25 dB    Far SNR Margin       :        6  dB
   CO ITU Version[0]       : b5004946       CO ITU Version[1]    : 544eb206
   DSLAM CHIPSET VENDOR    : < IFTN >
vdsl status more

  ---------------------- ATU-R Info (hw: annex A, f/w: annex A/B/C) -----------
                  Near End        Far End    Note
 Trellis      :      1               1
 Bitswap      :      0               1
 ReTxEnable   :      0               0
 VirtualNoise :      0               0
 20BitSupport :      0               0
 LatencyPath  :      0               0
 LOS          :      0               0
 LOF          :      0               0
 LPR          :      0               0
 LOM          :      0               0
 SosSuccess   :      0               0
 NCD          :      0               0
 LCD          :      0               0
 FECS         :   4103            20087 (seconds)
 ES           :      0             653 (seconds)
 SES          :      0               0 (seconds)
 LOSS         :      0             736 (seconds)
 UAS          :     35            17130 (seconds)
 HECError     :      0               0
 CRC          :      0             800
 RsCorrection :      0               0
 INP          :      0              15 (symbols)
 InterleaveDelay :      0             800 (1/100 ms)
 NFEC         :    255              85
 RFEC         :     16              16
 LSYMB        :   4299            15337
 INTLVBLOCK   :    255              85
 AELEM        :      0            ----
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Plusnet Help Team
Plusnet Help Team
Posts: 626
Thanks: 115
Fixes: 31
Registered: ‎06-08-2018

Re: Fibre for sometime now but not getting the expected speeds

Hi @cpjcutts,

Please accept my apologies for the ongoing issue with your broadband speed / connection.

After retesting the line, the line tests are showing frequent errors and drops. This is likely the reason you are not able to obtain a higher throughput than 39Mbps. No banding appears to be in place and no external fault has been detected therefore, a further visit is required.

I have raised an escalation to our suppliers for repeated visits with no resolution and will move the ticket to a priority team so we can provide more frequent updates.

Once you have replied to the ticket, please reply on here so we can pick it up as soon as possible.

Thank you.

If this post resolved your issue please click the 'This fixed my problem' button
 Lewis G
 Infrastructure Operations Professional
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Dabbler
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Registered: ‎20-02-2019

Re: Fibre for sometime now but not getting the expected speeds

Thank you for the reply, it is strange as after the reset and the banding was taken off it was finally working perfect.
Fast speeds, low pings.

I could watch IPTV without any interruption. As soon as Interleave kicked back in it all goes wrong again.
Seems to be holding well with the sync at 49mb

 

I have replied to the ticket now so hopefully we can get something actioned

Regards
Paul

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Plusnet Help Team
Plusnet Help Team
Posts: 626
Thanks: 115
Fixes: 31
Registered: ‎06-08-2018

Re: Fibre for sometime now but not getting the expected speeds

Hi @cpjcutts,

There appears to be an underlying fault causing these changes in the performance of your line and DLM to change settings erratically.

Your appointment for an engineer has been booked for 01/03/2019 between 8am-1pm due to low speed and intermittent connectivity. The escalation handler has also been notified that the appointment is booked and has sent notes to the engineer with regards to the actions we expect them to complete.

Let us know how the visit goes.

Thanks again.

If this post resolved your issue please click the 'This fixed my problem' button
 Lewis G
 Infrastructure Operations Professional
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Dabbler
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Registered: ‎20-02-2019

Re: Fibre for sometime now but not getting the expected speeds

Sorry, I dont know why this posted again