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Good sync speed, poor actual speed

FIXED
kw1
Newbie
Posts: 4
Registered: ‎14-05-2021

Good sync speed, poor actual speed

Since a tunderstorm on Tuesday I've been having issues - disconnected for an hour or so then back but very slow. Originally it was believed to a fault with the router so a new one was duly dispatched. 2 days later and new router is better, but not great - line speed and actual speed about 20 down / 6 up. (had a solid 40ish down and 10 up for months).

Openreach arrived this morning and replaced socket/faceplate / re-terminated line and his test shows the line speed of 59/12 - great! Check router and again it's showing as connected at about that, but running speed tests show that actually I'm getting 12-15 down and 6-7 up (this is with single device cabled to router and no wifi connections using the btwholsale tester).

My case has been passed to the broadband team, but I'm posting on here in case this is a wider problem? (I'm in the Birminghama area.)
Whilst on the call I could hear several other calls in the background being handled in the same way which is what makes me suspicious...

 

7 REPLIES 7
spiceagent11
Newbie
Posts: 1
Thanks: 1
Registered: ‎14-05-2021

Re: Good sync speed, poor actual speed

 Check router and again it's showing as connected at about that, but running speed tests show that actually I'm getting 12-15 down and 6-7 up

kw1
Newbie
Posts: 4
Registered: ‎14-05-2021

Re: Good sync speed, poor actual speed

So this slow speed is a wider problem?

Until the storm I've had a solid 40 down / 10 up no problems, then this week it's all gone wrong.

Router showing: 

6. Data rate: 11626 / 58492
7. Maximum data rate: 11790 / 57823
8. Noise margin: 6.2 / 5.9
9. Line attenuation: 25.9 / 19.1
10. Signal attenuation: 25.7 / 18.3

 

But speed test is still 15/8 ...

 

Mustrum
Community Veteran
Posts: 2,514
Thanks: 573
Fixes: 55
Registered: ‎13-08-2015

Re: Good sync speed, poor actual speed

@kw1  what does the Member centre say your speeds are?

kw1
Newbie
Posts: 4
Registered: ‎14-05-2021

Re: Good sync speed, poor actual speed

  • Product: Unlimited Fibre Extra
  • Estimated Download Range: 33 - 46Mbps
  • Estimated Upload Range: 8 - 13Mbps
  • Minimum Guaranteed Speed: 30.5Mbps
  • Current Line Speed (Download): 17Mbps

BT checker gives:

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) help 51 37 14.6 9 33.6 Available Available --
VDSL Range B (Impacted) help 49.4 35 14.3 8.2 29.2 Available Available --
Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 19,304
Thanks: 6,517
Fixes: 1,074
Registered: ‎21-04-2017

Re: Good sync speed, poor actual speed

Fix

Welcome to our community forums @kw1 

I've given our systems a prod as the speed profile on your account hadn't updated yet following your sync speed improving.

Can you reboot your router and retest? Let us know how you get on Smiley

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
kw1
Newbie
Posts: 4
Registered: ‎14-05-2021

Re: Good sync speed, poor actual speed

Thanks  @Gandalf - yep that's back to normal! I did try to get the last couple of your coleagues on the phone to do this (in the past it's helped straight away when I've had disconnections which have dropped the speed), but they seemed to get to the end of their scripts and just end the call with "passing this to the broadband team".

(and thanks everyone else for replying - sometimes it's hard to know if it's just me that has a problem or is something wider)

Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 19,304
Thanks: 6,517
Fixes: 1,074
Registered: ‎21-04-2017

Re: Good sync speed, poor actual speed

Awesome and sorry for the trouble you've had getting your speed back up.

No problem, let me know if there's anything else you'd need help with.

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