Minimum Guaranteed Access Line Speed
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- Re: Minimum Guaranteed Access Line Speed
Minimum Guaranteed Access Line Speed
23-02-2018 9:20 PM
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Hi all,
I have noticed recently that my fibre connection speed has dropped. I am guaranteed minimum 34Mbps, however I am lucky to hit 29Mbps. Any advice/guidance on how I can escalate this with Plusnet?
Thanks in advance.
Re: Minimum Guaranteed Access Line Speed
24-02-2018 12:16 PM
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Are you measuring the speeds on a wired connection? If so, it counts as a fault if your speed is less than the "Handback Threshold" on http://dslchecker.bt.com/. I assume that is what you are referring to.
I would be inclined to run through the checks at https://www.plus.net/help/broadband/connection-troubleshooting/ and then report a fault at https://www.plus.net/apps/kbdfaults
It takes a bit of your time but makes Plusnet aware of your problem, they look at it, and gets the problem into the queue for action.
Re: Minimum Guaranteed Access Line Speed
24-02-2018 9:30 PM - edited 24-02-2018 9:33 PM
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The Handback threshold has nothing to do whether the issue can be classed as a fault or not the Handback is the speed that the lowest 10% for your area can achieve if your speeds are lower than this and openreach are unable to get the line back over that your able to leave your contract free of charge.
what you need to look at is the figure under Low in Range A (clean) Estimate for the line, if your speeds using a Ethernet cable are lower than that figure then a Engineer visit would be granted.
Re: Minimum Guaranteed Access Line Speed
25-02-2018 7:22 AM
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A speedtest result should not be compared with any of the estimated sync speed figures. It's the sync speed reported by the modem that should be compared to the estimate.
Otherwise, there are people with lines that are so short their low estimate is 79.9 and every speedtest they do will always be lower than that.
Re: Minimum Guaranteed Access Line Speed
25-02-2018 6:53 PM
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By speeds i meant the BTW IP profile I should have made that clearer my mistake.
Re: Minimum Guaranteed Access Line Speed
25-02-2018 7:03 PM
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You shouldn't be comparing the estimate with the IP profile either!
Re: Minimum Guaranteed Access Line Speed
25-02-2018 7:08 PM
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that is what BTW and Plusnet go by to determine whether a Engineer visit is valid it has always been that way since i have been here going 4 years now
Re: Minimum Guaranteed Access Line Speed
25-02-2018 8:07 PM
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If someone has told you that, it's still wrong. I think you've been wrong for 4 years. Please think about it. It really makes no sense. So if you've got an estimate of 80, and an IP Profile of 77.4, you're always going to be below the estimate and you can have endless pointless engineer visits? Of course with lower estimates, there will be instances where the sync speed is slightly above the estimate, but the 96.8% or 92% IP Profile will be below the estimate.
The estimate and MGALS is given in terms of sync speed, the highest being 80, and it makes no sense to compare it with anything else.
Also, I think you'll find the Plusnet may at first agree to send an engineer if the sync speed is below the Low A estimate, but if the visit achieves nothing much and whatever the issue is is still present, they may then decline to send further engineers if it's above the handback threshold or MGALS.
Re: Minimum Guaranteed Access Line Speed
26-02-2018 12:55 PM
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Sorry to hear you're having issues.
It looks like your speeds are being banded by DLM.
I've requested this be reset for you which should go through tomorrow.
Let us know if you see a improvement.
Re: Minimum Guaranteed Access Line Speed
26-02-2018 2:05 PM
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Hi there,
Thanks for the message - why is this happening in the first place. Approximately what time will this be reset?
Re: Minimum Guaranteed Access Line Speed
26-02-2018 2:22 PM
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Re: Minimum Guaranteed Access Line Speed
28-02-2018 11:30 AM
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Hi Matthew,
Did the change go through? Speeds around the same as previously reported.
Thanks.
Re: Minimum Guaranteed Access Line Speed
02-03-2018 11:10 AM
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Thanks for your reply.
Measured using BTW - ethernet direct into router - approx. 28Mbps tested at different periods of the day.
It has dropped and a bit off what I was guaranteed.
I have raised a fault using a link someone else provided.....oh and yes, it is connected correctly, has power and I have re-booted a couple of time....in case the question is asked!
Re: Minimum Guaranteed Access Line Speed
02-03-2018 2:24 PM
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@Gandalf Is this potentially another case where the DLM Management trial is not working as expected?
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
Re: Minimum Guaranteed Access Line Speed
06-03-2018 2:50 PM
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It looks like your line is still banded at 30mbps.
Profile Name | 0.128M-30M Downstream, Error Protection Off - 0.128M-10M Upstream, Error Protection Off |
Our tests are showing a potential line fault:
Voice Line Test Result | Voice fault suspected - contact Voice CP to progress copper issue |
This is likely the underlying cause of the problem, so I've raised that with Openreach now.
We'll be in touch when we've got more info.
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