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Fibre speed not as expected

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chrishamblin
Dabbler
Posts: 17
Thanks: 2
Registered: ‎11-07-2018

Fibre speed not as expected

HI. 

I've just moved to you from Sky, and was all excited about getting up to 78 Mb internet.

 

The thing is that the speed difference is as expected.

I see in my account I'm expected to get 78MB (Current line speed that is), but the router is only claiming to get 54Mbps down and 11Mbps up.

 

I've replaced the modem cable with the one from the new router box (the router supplied by yourselves), and I'm also using the new micro filter.

 

Any ideas?

 

Chris.

32 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 6,003
Thanks: 581
Fixes: 219
Registered: ‎01-01-2012

Re: Fibre speed not as expected

Sorry to hear your speeds are poorer than expected.

Our tests aren't showing any cause for this.

I'd recommend raising a fault here so we can investigate further

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
chrishamblin
Dabbler
Posts: 17
Thanks: 2
Registered: ‎11-07-2018

Re: Fibre speed not as expected

OK.  I'll run through that tonight when I get home.

 

Before hand, I'll give the router a full factory reset and disconnect all the ethernet cables and see if that helps.

 

I'll update with any results.

chrishamblin
Dabbler
Posts: 17
Thanks: 2
Registered: ‎11-07-2018

Re: Fibre speed not as expected

OK, so I ran through the tests and have reported a fault.

The BTW site gave me these results:

 Download speed achieved during the test was - 59.21 Mbps
 For your connection, the acceptable range of speeds is 40 Mbps-49.19 Mbps .
 Additional Information:
 IP Profile for your line is - 49.19 Mbps

 

 

Upload speed achieved during the test was - 8.52Mbps
 Additional Information:
 Upstream Rate IP profile on your line is - 20 Mbps

 

The router claims to be connected at:

Downstream: 50.81 Mbps
Upstream: 11.21 Mbps

 

fast.com comes back with speed of 47Mbps

Yet, the member center says:

 

Estimated line speed:78Mb (This may vary between 55Mb and 78Mb) - Checked on 2018-06-08 21:54:32
Current line speed:78 Mb

 

Before switching to PN from Sky, I was getting a rock solid 39.9999Mbps own and a 9.99999Mbps up.

 

If it comes out that there isn't a fault and this is the max speed I can expect, then I'll almost certainly be looking into downgrading as the small bit of extra speed isn't worth the extra money.

 

 

Browni
Aspiring Hero
Posts: 2,298
Thanks: 790
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Registered: ‎02-03-2016

Re: Fibre speed not as expected

Do the member centre estimates match what the BT DSLchecker website states?

Also,  can you try another browser for the speedtests? Chrome & Firefox are currently giving misleading results.

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
chrishamblin
Dabbler
Posts: 17
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Registered: ‎11-07-2018

Re: Fibre speed not as expected

 

Featured Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Handback Threshold(Mbps)

WBC FTTC Availability Date

WBC SOGEA Availability Date

Left in Jumper

  High Low High Low        
VDSL Range A (Clean) 80 64.1 20 19 55.8 Available -- --  
VDSL Range B (Impacted) 76.3 49.3 20 14.2 39.8 Available -- --  

Featured Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Range(Mbps)

WBC FTTP Availability Date

   
FTTP on Demand 330 30 -- Available -- --  

ADSL Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Range(Mbps)

Availability Date

 

Left in Jumper

WBC ADSL 2+ Up to 18.5 -- 13.5 to 21 Available -- --  
WBC ADSL 2+ Annex M Up to 18.5 Up to 1.5 13.5 to 21 Available -- --  
ADSL Max Up to 8 -- 7 to 8 Available -- --  
WBC Fixed Rate 2 -- -- Available -- --  
Fixed Rate 2 -- -- Available -- --

 

That's what I just got.

 

Fast.com in edge gives me 46Mbps

Browni
Aspiring Hero
Posts: 2,298
Thanks: 790
Fixes: 47
Registered: ‎02-03-2016

Re: Fibre speed not as expected

Thanks, interesting that those estimates are different from the member centre Huh.
Anyhow, your line is most certainly underperforming, hopefully that can get resolved with the fault you've raised.
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
Plusnet Help Team
Plusnet Help Team
Posts: 606
Thanks: 160
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Registered: ‎26-03-2018

Re: Fibre speed not as expected

Hi @chrishamblin,

 

Thank you for reporting the fault. I've retested your line and the download sync speed is currently at 63.9mbps, but there are a high number of performance errors. For reference, today's test result is as follows:

 

Circuit ID NA Service ID BBEUXXXXXXXXX
 
 
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 63.9 Mbps
Upstream Speed 11.0 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 611.3
Upstream Rate Assessment Reasonable
Downstream Rate Assessment Very Good
Interference Pattern Regular Interference Observed on Week Days
Service Impact No Impact Observed
Interference Duration Longest Occurrence From 00:00 to 04:30
Interference Location Customer Premise
Interference Observed In Days 2
Home Wiring Problem Not Detected
Downstream Policing Discard Rate 0.0
Customer Traffic Level Upstream and Downstream Traffic Detected
Technology VDSL
Profile Name 0.128M-40M Downstream, Retransmission Low - 0.128M-10M Upstream, Error Protection Off
Time Stamp 2018-06-30T12:45:00
Parameters MIN MAX AVG
Down Stream Line Rate 40.0 Mbps 63.5 Mbps 42.0 Mbps
Up Stream Line Rate 9.9 Mbps 12.5 Mbps 10.1 Mbps
Up Time 592.0 Sec 900.0 Sec 899.1 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 2018-07-13T11:04:17Z 2018-07-13T11:19:17Z
Ingress Code Violation 0 2
Egress Code Violation 330 236
Errored Seconds 236 173
Severely Errored Seconds 0 0
Unavailable Seconds 0 0

Is your router currently connected to the test socket behind the faceplate of your master socket? If not, please can you connect your router in this manner, wait 15 minutes and then drop us another message on here - we'll then be able to retest your line and determine whether or not the connection has improved.

If this post resolved your issue please click the 'This fixed my problem' button
 Emily D
 Plusnet Help Team
chrishamblin
Dabbler
Posts: 17
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Registered: ‎11-07-2018

Re: Fibre speed not as expected

Hi @EmilyD

I'll pull the sideboard out when I get home and see if I can connect it directly.

 

I'll let you know when this is done.  It will be this evening now though.

 

Oh, and did you forget to add something to your post?  There don't seem to be any test results.

 

Thanks.

Chris.

 

 

chrishamblin
Dabbler
Posts: 17
Thanks: 2
Registered: ‎11-07-2018

Re: Fibre speed not as expected

Oh, and would these performance issues you mention be caused by, or the cause of the router dropping connection?

 

Yesterday during the day it fell over and I had to re enter the connection password.  It did the same last night too, and it seems to have gone again now.

 

Earlier today I was able to remotely connect to a computer at my house, but when I initiated a speed test the connection fell over.  It seemed to come back a few times, but now it seems gone, so I expect to get home to an orange light on the router and a wife wondering why her emails aren't coming in.

 

Chris.

Plusnet Help Team
Plusnet Help Team
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Registered: ‎26-03-2018

Re: Fibre speed not as expected

Hi @chrishamblin,

 

I'm sorry that I forgot to add the test results to the post - I've added these on now.

 

It's likely that the performance errors that we're seeing on the line are linked to the dropping connection and the speed issues that you're experiencing. Please let us know how it's looking once you're connected to the test socket - if the connection is still poor we can investigate this further for you.

If this post resolved your issue please click the 'This fixed my problem' button
 Emily D
 Plusnet Help Team
chrishamblin
Dabbler
Posts: 17
Thanks: 2
Registered: ‎11-07-2018

Re: Fibre speed not as expected

Hi @EmilyD

The router is now plugged into the test socket.

Chris
Plusnet Help Team
Plusnet Help Team
Posts: 6,003
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Registered: ‎01-01-2012

Re: Fibre speed not as expected

Thanks.

We'll get this investigated and update your fault shortly.

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
chrishamblin
Dabbler
Posts: 17
Thanks: 2
Registered: ‎11-07-2018

Re: Fibre speed not as expected

Hi.

 

Any luck with the further tests?

 

Thanks.

 

Chris

Plusnet Help Team
Plusnet Help Team
Posts: 504
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Registered: ‎22-01-2018

Re: Fibre speed not as expected

Thanks for getting back to us @chrishamblin.

 

We are going to need to send an engineer to investigate the issue further. I have responded via your account here,

please let us know once you have updated it with your availability.

If this post resolved your issue please click the 'This fixed my problem' button
 SammyM
 Plusnet Help Team