cancel
Showing results for 
Search instead for 
Did you mean: 

Getting half speed and sync dropping

somebloke
Grafter
Posts: 26
Registered: 23-08-2014

Getting half speed and sync dropping

I've had a wonderful service for almost 2 years, sync'd at 77/20Mbps and unfortunately  things are going down hill recently
* Last few weeks I've been getting <40Mbps consistently all day,not just at peaks (jumped to different gateways with same results)
* Sync speed has dropped from 77Mbps to 66.8Mbps
* Hardware, router, PC all the same
* 9 Days after raising a ticket, support is unable to see anything wrong.
I done several speed tests so support can rule out my usage as the cause of my slowness, reply pending.
To me it clearly looks like I'm being capped at 40.  Otherwise for what reason would I get <40Mbps everyday, all times of the day, even at 2am?
I know things could be a lot worse, but im paying for 80 not 40.
24 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 5,435
Thanks: 504
Fixes: 188
Registered: 01-01-2012

Re: Getting half speed and sync dropping

Sorry to hear your seeing slow speeds.
We can't see any issues from our end here as our faults team have advised you.
Both our profile and the BT profile are matching at 68.8 Mbpps so there aren't any caps applied to your line.
There isn't any exchange issues from what I can see either.
As the first BT Speedtest failed can you try running the TAP3 test?
The instructions are shown after the first test fails.
If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
somebloke
Grafter
Posts: 26
Registered: 23-08-2014

Re: Getting half speed and sync dropping

Quote from: Matthew

As the first BT Speedtest failed can you try running the TAP3 test?
The instructions are shown after the first test fails.

The BT speedtest never failed, it gave me results, attached.
I will give the Tap 3 test a go, but looks like I need to change the router DSL username and pass.  Can you send me the DSL password for my account so I can revert it after the test?
Plusnet Help Team
Plusnet Help Team
Posts: 5,435
Thanks: 504
Fixes: 188
Registered: 01-01-2012

Re: Getting half speed and sync dropping

Apologies by the speedtest failing I meant that it gives you a result like that below.
I can't message you your DSL password but it is the same as your account password.
If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
somebloke
Grafter
Posts: 26
Registered: 23-08-2014

Re: Getting half speed and sync dropping

Ok, Tap3 test complete, screenshot attached.
Quote
38.8Mbps of 66.8Mbps Max Achievable Speed
3.3Mbps of 20Mbps Max Achievable Speed
Your service was found to be performing poorly.
Please raise a fault with your service provider, stating that the BT Performance Tester tool indicates poor service throughput performance after the third test.

What will next steps be then?  I've updated the ticket with this.
Community Veteran
Posts: 6,824
Thanks: 1
Registered: 27-10-2012

Re: Getting half speed and sync dropping

Plusnet have to raise/escalate it with their suppliers, BT Wholesale.
The TAP3 test is designed to show whether it's an ISP problem or a problem with the network before the ISP. As your low speeds are still present in the TAP3 test, then it shows there's an issue somewhere in the BT Wholesale network.
This is assuming there is no issue with your network or hardware.
Plusnet Help Team
Plusnet Help Team
Posts: 1,897
Thanks: 12
Fixes: 2
Registered: 24-07-2014

Re: Getting half speed and sync dropping

Currently it's waiting for checks to be made with BTw - basically, we raise it to them, and they either find a resolve a fault, or send an engineer to find a fault.
If this post resolved your issue please click the 'This fixed my problem' button
 Tony T
 Plusnet Help Team
Plusnet Help Team
Plusnet Help Team
Posts: 1,897
Thanks: 12
Fixes: 2
Registered: 24-07-2014

Re: Getting half speed and sync dropping

Just to add, I've checked for congestion at your exchange and it all looks good...unfortunately. We'll go back to the original plan and have this passed through to BT for you.
If this post resolved your issue please click the 'This fixed my problem' button
 Tony T
 Plusnet Help Team
Community Veteran
Posts: 3,380
Thanks: 4
Registered: 18-01-2013

Re: Getting half speed and sync dropping

Not seen it mentioned here but presumably you're connecting via a wired connection ?
Do you have access to another PC or Laptop you can test via a wired connection to completely rule out your hardware ?
Also any noise on a quiet line test (17070) ?
somebloke
Grafter
Posts: 26
Registered: 23-08-2014

Re: Getting half speed and sync dropping

Quote from: DomS
Not seen it mentioned here but presumably you're connecting via a wired connection ?
Do you have access to another PC or Laptop you can test via a wired connection to completely rule out your hardware ?

I'm connected wired, but just used my laptop directly connected to plusnet router (wifi disabled).  Still <40Mbps (BTW test, TBB test)
Quote
Also any noise on a quiet line test (17070) ?

Just tried this, all clear.
The speeds seem to be very erratic, with the BTW speedtest reporting sometimes as low as 0.1Mbps then 38Mbps immediately after if repeated, maybe plusnet router is dying?
I'm guessing the spare TG582 I have from O2 days can't be used to test this.
Community Veteran
Posts: 3,380
Thanks: 4
Registered: 18-01-2013

Re: Getting half speed and sync dropping

I don't think the old O2 / BE routers can be used for FTTC - I could be wrong though.
If you're anywhere near the NN8 postcode I have a spare router you could borrow.
somebloke
Grafter
Posts: 26
Registered: 23-08-2014

Re: Getting half speed and sync dropping

Thanks for the offer, but I'm miles away in W3.
My bandwidth monitor (attached) shows the burst/spikes are always in line with my original max speed, but quickly come down and hover at <40Mbps
Plusnet Help Team
Plusnet Help Team
Posts: 5,435
Thanks: 504
Fixes: 188
Registered: 01-01-2012

Re: Getting half speed and sync dropping

Instead of trying a different router it may be worth making a direct connection to the Openreach modem too.
http://community.plus.net/library/broadband/fibre-help-how-to-set-up-a-pppoe-dialler-in-vistawindows...
If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
somebloke
Grafter
Posts: 26
Registered: 23-08-2014

Re: Getting half speed and sync dropping

Thanks - I shall try that when I get home.
Plusnet Help Team
Plusnet Help Team
Posts: 5,435
Thanks: 504
Fixes: 188
Registered: 01-01-2012

Re: Getting half speed and sync dropping

Let us know you get on.
If the issues persist we can pass the information onto our suppliers.
If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team