Fibre - speed decrease

[#1]

Hi,

Over the past few months the speed of our line has fallen from around 40-50mbs to 29mbs. Please can someone check this out for me?

Apologies for using the forum, I was going to use Online Chat but it was down...

Thanks 🙂

[#2]

Hi @kissinuk,

I'm sorry that your speed has dropped and that online chat wasn't available when you tried to contact us.

I've tested your line and the test shows that your line is currently syncing at 33.5mbps, which is below the estimates of 41.1 - 58.2mbps. However, the test hasn't picked up the cause of this problem from here:

GEA Test Detail
Circuit ID	NA	Service ID	BBEUXXXXXXXX

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	33.5 Mbps
Upstream Speed	12.5 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	711.6
Upstream Rate Assessment	Good
Downstream Rate Assessment	Low
Interference Pattern	Regular Interference Observed Daily
Service Impact	No Impact Observed
Interference Duration Longest Occurrence	;00:00to23:45
Interference Location	Customer Premise
Interference Observed In Days	14
Home Wiring Problem	Not Detected
Downstream Policing Discard Rate	0.0
Customer Traffic Level	Upstream and Downstream Traffic Detected
Technology	VDSL
Current 15Min Bin Retrains	0
Last 15Min Bin Retrains	0
DP Type	External
Profile Name	0.128M-35M Downstream, Retransmission High - 0.128M-15M Upstream, Error Protection Off
Time Stamp	2019-10-10T15:45:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	34.9 Mbps	34.9 Mbps	34.9 Mbps
Up Stream Line Rate	11.2 Mbps	12.4 Mbps	11.7 Mbps
Up Time	474.0 Sec	900.0 Sec	899.5 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	2019-10-23T14:22:59Z	2019-10-23T14:37:59Z
Ingress Code Violation	0	0
Egress Code Violation	0	0
Errored Seconds	0	0
Severely Errored Seconds	0	0
Unavailable Seconds	0	0

We'll need to do some troubleshooting to try and narrow down the cause of the fault. I'd recommend starting with basic checks here. If these checks don't resolve the problem, the next step would be to connect your router directly to the test socket, which is under the faceplate of your master socket and seeing if the connection stabilises. This rules out internal wiring, face plates and extension sockets as being the cause. Please see the following guide for instructions on how to connect to the test socket.

[#3]

@EmilyD  I would suggest that an obvious problem is that the line has been banded at 35Mbps, just look at the profile name....0.128M-35M downstream. Time to request a DLM reset.😁

[#4]

Thanks both. Just to confirm that my router is already plugged directly into the master socket.

[#5]

@kissinuk, as @RealAleMadrid has suggested this line is banded. You're actually on an older package but this package comes as standard with the 80/20 profile so it looks quite stuck low down. In reality your line can't handle the full 80Mbps looking at estimate but you should be getting more than you are.

I've sent it off to be added to our daily reset list, once sent it takes about 24-48 hours to take full effect. 

[#6]

That's great, thanks Joe.

[#7]

@kissinuk,

Unfortunately BTW have rejected our trial reset request because the router sync is not higher than the banding amount, so I'm afraid we have no option but to go down a fault route. I've already raise a fault (as required to even request a trial reset) but we'll need to book an 'appointed visit', can you update this ticket with availability (Mon-Fri in an AM (8am-1pm) or PM (1pm-6pm) slot and we'll get this arranged.

 Not going to lie the engineer will attend and will unlikely actually be able to resolve anything on site but will just test the actual banding from the socket and push a reset through. 

[#8]

BTW are wrong, the downstream speed is incorrectly  reported when retransmission high is active. Look at downstream line rate 34.9Mbps - the line is definitely banded, tell BT to sort it with a DLM reset, an engineer visit is a complete waste of time.☹️

[#9]

Hi @kissinuk I'm re-submitting the request for a remote DLM reset and I'd allow 48 to 72 hours for this to go through. If your speeds don't change by Wednesday we may need to arrange that engineer to investigate further.

Feel free to let us know over here how it goes.

[#10]

One of many posts that seems to echo my experience, 38 Mbps (occasionally up to 40) drops one day to 25 Mbps, although the timescale is different the decrease on a FTTC connection is about the same.

In my case everything locally checked and checked again, then acknowledged that there was a line fault but when that was fixed and the theoretical speeds were displayed the actual speed in numerous tests was exactly the same. 

It would be interesting to see how this call progressed, but it appears no response from Plusnet here to get a ticket booked or for you to make any checks.  If no one responds here you options seem to be Chat if you can get it to work or a call and wait a few minutes. 

[#11]

Hi @Gandalf unfortunately a BTW speedtest is showing exactly the same results, can you confirm that the reset was done?

Thanks,

Paul.

[#12]

Hello @kissinuk,

The reset has been done and you are showing as syncing above your estimates.

From this point as the issue is still present at your side we will need to arrange an engineer. Please can you update the fault ticket with your availability and get back to us here so we can get this picked up. 

[#13]

Hi Sam,
After a reboot of the modern & router we're now at about 40mbs which is much better. However, I was phoned by someone from PN earlier and they said my product is limited to 40mbs, it never used to be as we used to get closer to 50mbs. Any ideas why this changed?

I've updated the ticket.

Thanks

Paul

[#14]

Hi @kissinuk,

I'm glad to hear that your speed has improved following the reboot. Please let us know if this drops again.

I'm sorry that you were told that your product is limited to 40mbps. This appears to be a case of advisor error as your account shows you as being on "Unlimited Fibre" which is normally limited to a maximum of 40mbps but you're actually on an older version of this product which is limited to a maximum of 80mbps, depending on the capabilities of the line. The estimated speed for your line is 41.1 - 58.2mbps. Please let us know if your sync speed drops below this range again.