Much slower than usual connection speed

[#1]

Hello, I'd be grateful if a member of staff could check on the plusnet side to see if there's any reason why my connection speed has dropped.

Here are the stats from my vdsl router (ASUS DSL-AC68U).  Most of these mean nothing to me but I notice that the max rate and data rate are significantly lower than they've always been (they used to be around the 80,000 mark and I believe the max rate was actually even higher than that).  I've used this router for a long time and it has been rock solid in terms of connection speed and dsl link uptime.

Many thanks!

Line Stats
	Downstream	Upstream
TCM(Trellis Coded Modulation)	On	On
SNR	5.5 dB	6.1 dB
Line Attenuation	10.8 dB	15.6 dB
Path Mode	Interleaved	FastPath
Interleave Depth	2119	1
Data Rate	36380 kbps	14683 kbps
MAX Rate	53436 kbps	14706 kbps
POWER	13.5 dbm	0.4 dbm
INP	2.1 symbols	1.0 symbols
INP-SHINE	-	-
INP-REIN	-	-
CRC	0	27

[#2]

Moderators Note.

Moved to the correct board.

[#3]

Sorry to hear your speeds have dropped.

Our tests are showing a external fault on the line so we've raised that for you and we'll update you when we know more.

[#4]

Super, thanks for the quick response.  And thanks to the moderator for moving this to the correct forum.

[#5]

No problem.

Fingers crossed we can get it fixed for you soon.

[#6]

So, having posted this issue on Friday, I received a call from Openreach on Saturday saying they'd fixed the issue.  What an incredible turn around time!  The data rate and max rate stats look much healthier now (see below).

However, I am still getting 30Mbps from speed tests.  I'm hoping this will just be related to a profile or the DLM.  I'd be grateful if someone could double check that.

Many thanks!

Line Stats
	Downstream	Upstream
TCM(Trellis Coded Modulation)	On	On
SNR	8.7 dB	15.3 dB
Line Attenuation	2.8 dB	5.5 dB
Path Mode	FastPath	FastPath
Interleave Depth	1	1
Data Rate	79999 kbps	19999 kbps
MAX Rate	98920 kbps	30276 kbps
POWER	12.4 dbm	-9.6 dbm
INP	0.0 symbols	1.0 symbols
INP-SHINE	-	-
INP-REIN	-	-
CRC	51	78

[#7 · Accepted solution]

So, having posted this issue on Friday, I received a call from Openreach on Saturday saying they'd fixed the issue.  What an incredible turn around time!  The data rate and max rate stats look much healthier now (see below).

I'm glad to hear that!

However, I am still getting 30Mbps from speed tests.  I'm hoping this will just be related to a profile or the DLM.  I'd be grateful if someone could double check that.

It looks like the profile on our side is restricting your throughput.

It generally doesn't do that anymore, but due to the way some circuits including yours route across our network it does.

Fancy re-testing for us after a reboot of your router?

[#8]

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Fancy re-testing for us after a reboot of your router?

Of course!  I've restarted and speeds are a lot healthier now (back to averaging around 70mbps), so I consider this fixed now. Many thanks to all involved, and I'd like to say that experiences like this are why I stay with (and recommend) Plusnet.

On the subject though, is there anything further we can do to get the speed up to max?  I appreciate that's a good speed for FTTC, but I couldn't help notice the router reports the connection is capable of >90,000kbps and is actually connecting at 79,999kbps.  Given this is about 78mbps, and the service is sold as up to 76mbps is there any reason why I'm not actually achieving these speeds?