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Fibre sudden drop

Jhs123
Newbie
Posts: 2
Registered: a month ago

Fibre sudden drop

Hello,

Fibre extra - 54mbps speeds since signing up to my contract.

Suddenly dropped to 38mbps.

No change on my end. All tested via ethernet / test port. 38mbps max.

Upload is fine.

I can see a closed automated ticket regarding bandwidth settings which seems to correspond roughly when I noticed the drop in speed.

I can't log a fault using your troubleshooter as it keeps asking for day time phone number but there is no field to input this information!

Hoping for help here please.
3 REPLIES 3
adam945
Plusnet Help Team
Plusnet Help Team
Posts: 331
Thanks: 79
Fixes: 17
Registered: ‎01-12-2020

Re: Fibre sudden drop

Hi @Jhs123 

 

Thank you for reaching out on our community forum.

 

Thank you for getting in touch on our Community forum regarding your broadband speed. Please accept our apologies for any inconvenience caused by this. Our tests have in fact shown an issue on the line, whereby the download sync speed is not reaching that of the speed profile.

Your broadband sync speed is currently in and around 38.2 Mbps, whereas the speed profile allows speeds of up to 44Mbps - also far lower than what it needs to be. This strongly indicates that there may be a physical fault on the line which needs to be investigated.

 

I've sent you on email which contains a few links / videos to tests that need to be carried out on your end before we can raise this with our suppliers Please let us know how you get on once the tests are complete, and we'll be more than happy to follow up. If you're interested, I've also popped our test results onto this post.

 

KBD
GEA Test Detail
Circuit ID NA Service ID  
 
 
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 38.2 Mbps
Upstream Speed 19.5 Mbps
Appointment Required N
Fault Report Advised N
NTE Power Status PowerOn
Voice Line Test Result Pass
Radio Frequency Ingress Not Detected
Repetitive Electrical Impulse Noise Not Detected
Cross Talk Not Detected
Estimated Line Length In Metres 606.5
Upstream Rate Assessment Very Good
Downstream Rate Assessment Low
Interference Pattern Regular Interference Observed Daily
Service Impact Retrains Observed
Interference Duration Longest Occurrence From11:15to11:30
Interference Location Unknown
Interference Observed In Days 0
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-55M Downstream 6dB, Retransmission High - 0.128M-20M Upstream, Error Protection Off
Time Stamp 2021-05-14T10:45:00
Parameters MIN MAX AVG
Down Stream Line Rate 39.9 Mbps 54.9 Mbps 47.6 Mbps
Up Stream Line Rate 19.2 Mbps 19.5 Mbps 19.3 Mbps
Up Time 801.0 Sec 900.0 Sec 899.6 Sec
Retrains 0.0 1.0 0.0
 Adam
 Plusnet Help Team - Leeds
Jhs123
Newbie
Posts: 2
Registered: a month ago

Re: Fibre sudden drop

Thanks Adam, your test results line up with what I am experiencing.

The strange thing is I've had really good speeds for a few weeks (since the contract started) 50mbps+

But obviously now something has changed and reduced my speeds to the 38mbps.- (35mbps on BTwholesale) 


I've completed the trouble-shooter and submitted the ticket.

Thank you 

adam945
Plusnet Help Team
Plusnet Help Team
Posts: 331
Thanks: 79
Fixes: 17
Registered: ‎01-12-2020

Re: Fibre sudden drop

Thanks for your time on the phone today.

 

I've sent you an email and text summarising our call for your reference. We'll review this again in the next few days and will follow up accordingly.

 

 Adam
 Plusnet Help Team - Leeds