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Fibre speeds lower than expected

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laurencemarr
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Posts: 6
Thanks: 1
Registered: ‎02-08-2018

Fibre speeds lower than expected

Hi,

 

I signed up with Plusnet at the end of June, and eventually got connected at the start of July, however I don't seem to be able get a sync speed above 65mbps.

Looking at my line stats, the difference between the max attainable rate (77469) and sync rate (64863) seems quite high, so i'm starting to wonder if the line is capped or something? maybe DLM? The cabinet is pretty close to the house too, so i'd expect something in the higher 70s.

I've tried connecting the router directly to the Master socket but it still syncs at 64/65mbps so it's definitely not my modem lead etc.

I tried running a BT Wholesale performance test but everytime I do it (on different days & browsers) I get 'The Performance Tester is currently unable to run a speed test for your broadband connection. Please try again shortly, however if this problem persists, raise the issue with your service provider.'

 

Can someone check my line and see why i'm unable to get a higher sync speed.

screenshot of my specs attached.

 

cheers,

Laurence

10 REPLIES
laurencemarr
Hooked
Posts: 6
Thanks: 1
Registered: ‎02-08-2018

Re: Fibre speeds lower than expected

Plusnet Help Team
Plusnet Help Team
Posts: 9,251
Thanks: 2,933
Fixes: 464
Registered: ‎21-04-2017

Re: Fibre speeds lower than expected

Hi Laurence.

I've had a look into this for you and from what I can see, whilst you have an active connection your order is actually still open on our suppliers systems. Ideally this should've been checked before your ticket was closed. Sad

This means that we can't run a test or raise a fault on your fibre service and also likely explains why you're unable to complete a performance test.

I've got in touch with BT now and I've been advised that the order should complete within 24 hours.

I've raised a ticket on your account to my teams workflow to follow up afterwards.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
laurencemarr
Hooked
Posts: 6
Thanks: 1
Registered: ‎02-08-2018

Re: Fibre speeds lower than expected

thanks Anoush!

 

I received a reply from one of your colleagues, but I'm a bit uncertain whether or not to go ahead with the engineer visit based on this line:

If the engineer finds the problem is with your internal wiring, your equipment, the condition of your property or the Openreach network has been damaged within the boundary of your property by things like building or garden works or if no fault is found, you will receive a charge of £65 to cover the cost of the engineer.

Can you run a GEA test to tell me what the expected speeds should be from my line?

I don't want to have to pay £65 if the engineer finds no fault and the speeds are as much as I can get!

thanks,

Laurence 

Plusnet Help Team
Plusnet Help Team
Posts: 9,251
Thanks: 2,933
Fixes: 464
Registered: ‎21-04-2017

Re: Fibre speeds lower than expected

No problems Laurence. As we can see your speeds are below where they should be it'd be unlikely we'd charge you if there was no fault found. We'd just send out another engineer to investigate further if things remained the same.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
laurencemarr
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Posts: 6
Thanks: 1
Registered: ‎02-08-2018

Re: Fibre speeds lower than expected

thanks again, do you have the results from a GEA test?

Plusnet Help Team
Plusnet Help Team
Posts: 9,251
Thanks: 2,933
Fixes: 464
Registered: ‎21-04-2017

Re: Fibre speeds lower than expected

Yeah sure, here you go:

 

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 65.1 Mbps
Upstream Speed 20.0 Mbps
Appointment Required N
Fault Target Fix Time  
Fault Report Advised N
Estimated Line Length In Metres 205.3
Upstream Rate Assessment Very Good
Downstream Rate Assessment Low
Interference Pattern Not Detected
Service Impact No Impact Observed
Home Wiring Problem Not Detected
Downstream Policing Discard Rate 0.0
Customer Traffic Level Upstream and Downstream Traffic Detected
Technology VDSL
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
Profile Name 0.128M-80M Downstream, Interleaving Low - 0.128M-20M Upstream, Error Protection Off
Time Stamp 2018-07-24T15:30:00
Parameters MIN MAX AVG
Down Stream Line Rate 64.6 Mbps 65.0 Mbps 64.9 Mbps
Up Stream Line Rate 19.9 Mbps 19.9 Mbps 19.9 Mbps
Up Time 633.0 Sec 900.0 Sec 899.6 Sec
Retrains 0.0 2.0 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 2018-08-03T13:45:07Z 2018-08-03T14:00:07Z
Ingress Code Violation 1 0
Egress Code Violation 0 0
Errored Seconds 0 0
Severely Errored Seconds 0 0
Unavailable Seconds 0 0
If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
laurencemarr
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Posts: 6
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Registered: ‎02-08-2018

Re: Fibre speeds lower than expected

Thanks again for all your help, thankfully & amazingly the sync speed jumped to 75750 overnight!

Not sure what changed as my setup hasn't, but I'm not complaining! Smiley

Cheers,
Laurence
Plusnet Help Team
Plusnet Help Team
Posts: 9,251
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Fixes: 464
Registered: ‎21-04-2017

Re: Fibre speeds lower than expected

Fix

Glad to hear this Laurence! It may have been due to DLM which looks like it didn't intervene until after your order completed. 

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
laurencemarr
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Posts: 6
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Registered: ‎02-08-2018

Re: Fibre speeds lower than expected

it's actually gone higher again today Grin

syncing at 79023! I think that's my lot lol

Plusnet Help Team
Plusnet Help Team
Posts: 9,251
Thanks: 2,933
Fixes: 464
Registered: ‎21-04-2017

Re: Fibre speeds lower than expected

Onwards and upwards!

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