Large difference between Attainable Rate and Actual Rate. IP Profile stuck ?

[#1]

I used to get well over 20Mb but the last few months its been down to 17 or so.
My Router shows the attainable rate to be well in excess of what i actually get.
When i signed up the speed was OK but its very close to minimum Guaranteed Speed now.
Is My IP Profile stuck or should it change automatically ?

I only have one Master Socket and the Router is plugged in to that.

Thanks...

Initial speeds.....



Current Router Speeds......


Test by PC...

[#2]

Moderators Note

This topic has been moved from ADSL Broadband to Fibre

[#3]

@milvusmilvus  From the modem stats it looks like your downstream is banded at 18Mbps, that is capped at that speed. The fact than the downstream SNRM is much higher than the usual 6dB is evidence of the banding. You need  Plusnet to do a GEA test on the line to confirm this. They can then request a DLM reset to remove the banding.

[#4]

Thanks, I have logged a fault for them to do a line test.

[#5]

Hi @milvusmilvus

Thanks a lot for reaching out here and apologies for any inconvenience caused by this. You're right, the line can achieve higher speeds, up to 29.1 Mbps according to a more updated BT Availability Tracker. Definitely looks like the speeds have been banded here.

I've now raised this matter with my colleague to have the profile reset, I'll be back in touch once I've had confirmation that the request has been sent.

[#6]

Thanks for that.

After my report of slow speeds Customer Service have come back with
“ I have tested the line and found no faults. The line is stable and running at a speed of 18mbps.”
I knew that and that’s not the issue so will your reset request still go ahead ?

Thanks.

[#7]

Hi @milvusmilvus, thanks for getting back to us and I'm sorry to hear the update you received on your fault didn't like up with what my colleague Adam advised.
I an confirm I've put through the request to unband your speed profile on our suppliers side and this should be completed in the next 3 working days.
I've placed your fault ticket on hold until after this period so we can check back and see how the sync speed is looking. If you're still seeing speed issues beyond Wednesday then please do get back to us and we'll happily look into this further for you.

[#8]

Looks like the restriction has been lifted. I'll keep an eye on it and let you know how it settles..

Thanks...

[#9]

It seemed to fix the problem, but more recently the speeds have been reducing and i think they have done it again.
Its stuck at 16Mb now.

Can anyone help me once more to lift the restriction ?

Thanks.

[#10]

Hello @milvusmilvus

Thanks a lot for reaching out again and I'm really sorry to hear that you're having further issues on the line. An RRT test has shown further line issues, and further testing on BT Wholesale has found that cross talk has been detected, which has in turn affected your speed profile.

I've now raised a fault with our suppliers to have this investigated further. I haven't arranged an engineer visit yet as cross talk is usually found at the PCP, however if one is required, our team will be in touch.

You can both view and respond to the new open fault ticket here.

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	15.8 Mbps
Upstream Speed	4.0 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	Detected
Estimated Line Length In Metres	1322.8
Upstream Rate Assessment	Very Good
Downstream Rate Assessment	Reasonable
Interference Pattern	Regular Interference Observed Daily
Service Impact	Retrains Observed
Interference Duration Longest Occurrence	From15:45to16:15
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-18M Downstream, Retransmission High - 0.128M-10M Upstream, Retransmission Low
Time Stamp	2021-11-17T12:15:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	10.5 Mbps	17.9 Mbps	17.1 Mbps
Up Stream Line Rate	2.9 Mbps	4.2 Mbps	3.7 Mbps
Up Time	0.0 Sec	900.0 Sec	894.1 Sec
Retrains	0.0	56.0	0.1

Radius

[#11]

Thanks for the quick response 👍

[#12]

I recieved this email today saying it is sorted but even after manually rebooting my router it is still the same.

Also note that my contract originally stated minimum speed to be 16.3

[#13]

Thanks a lot for back to us @milvusmilvus

Yeah it looks like an agent who accessed the account yesterday resolved the faults as speeds on our end are looking decent, coming through at 21Mbps. Saying that, something still does not look right to me, in that cross talk is still showing on the line, the profile still appears to be banded, and you're still syncing at a lower rate than what is attainable.

There's been a bit of a mix up, in that we've recently changed the way that estimated and guaranteed speeds are calculated, to give a more accurate reflection of what speeds customers should expect, though ideally, when diagnosing faults, we ought to refer back to the original speeds estimated on your contract. I'm thinking this is why the agent resolved the fault.

Going forward, I'd like to arrange an engineer visit to try and get this sorted. Please respond to the open ticket stating your availability, and give me a nudge on here once you have. I'll get it booked in.

[#14]

Thanks, i have said available for PM visit next week Mon, Wed, Thu, Fri.

[#15]

removed