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Recent consistent drop in speed

BertCoules
Grafter
Posts: 233
Thanks: 2
Registered: ‎12-07-2008

Recent consistent drop in speed

For the past few days, my usual speed of around 70 Mb (and sometimes slightly more) has dropped to a consistent 51 - 52 Mb.  As far as I can tell, nothing has been altered in my setup and equipment, so this is rather puzzling.

 

Any thoughts will be welcome.

33 REPLIES 33
jab1
Seasoned Hero
Posts: 7,291
Thanks: 2,479
Fixes: 74
Registered: ‎24-02-2012

Re: Recent consistent drop in speed

@BertCoules Have you checked your phone line for noise? Sight of your Helpdesk (with sensitive data removed) may be helpful.

John
BertCoules
Grafter
Posts: 233
Thanks: 2
Registered: ‎12-07-2008

Re: Recent consistent drop in speed

John, thanks for your reply.  The phone line is clear.  I'm afraid I don't know what you mean by my Helpdesk: I'll investigate.

 

jab1
Seasoned Hero
Posts: 7,291
Thanks: 2,479
Fixes: 74
Registered: ‎24-02-2012

Re: Recent consistent drop in speed

A picture paints a thousand words.😉

Hub1.PNG

John
BertCoules
Grafter
Posts: 233
Thanks: 2
Registered: ‎12-07-2008

Re: Recent consistent drop in speed

John,

Actually a few more words would have been useful.  How do I access that information?

jab1
Seasoned Hero
Posts: 7,291
Thanks: 2,479
Fixes: 74
Registered: ‎24-02-2012

Re: Recent consistent drop in speed

Sorry - Log into the router - AFAIK (because I don't use the Hub1) that is the first page you see, and the info we need is under the 'Troubleshooting' tab.

Thought you might have known this.

John
BertCoules
Grafter
Posts: 233
Thanks: 2
Registered: ‎12-07-2008

Re: Recent consistent drop in speed

No I didn't know that, but I think I might have worked it out.  I'm running Windows 7 and under Computer/Network I discovered Plusnet Hub One.  The Troubleshooting tab gives me this:

Plusnet Hub Troubleshooting.jpg

And Check Connectivity produces this message:

Your Hub appears to be correctly connected to the broadband service. If you cannot browse websites, it could be that the websites you are trying to access are not operational at the moment or that there is congestion outside of the Plusnet network.

Please try again in a few minutes.
 

 

jab1
Seasoned Hero
Posts: 7,291
Thanks: 2,479
Fixes: 74
Registered: ‎24-02-2012

Re: Recent consistent drop in speed

If  you open that tab, does it not expand to 'Help Desk'? Sorry, as I say I don't use one, so am unsure how it works.

John
BertCoules
Grafter
Posts: 233
Thanks: 2
Registered: ‎12-07-2008

Re: Recent consistent drop in speed

It does, thank you:

Plusnet Hub Helpdesk.jpg

jab1
Seasoned Hero
Posts: 7,291
Thanks: 2,479
Fixes: 74
Registered: ‎24-02-2012

Re: Recent consistent drop in speed

Can you edit that snapshot to remove personal data, please?

Further thoughts to follow when I done some other jobs.

John
BertCoules
Grafter
Posts: 233
Thanks: 2
Registered: ‎12-07-2008

Re: Recent consistent drop in speed

Done.  Thanks.

jab1
Seasoned Hero
Posts: 7,291
Thanks: 2,479
Fixes: 74
Registered: ‎24-02-2012

Re: Recent consistent drop in speed

There is nothing on that screenshot looking particularly out of place - except that your data rate appears to have dropped a little, which could indicate a problem in the BT infrastructure.

Until one of the PN Help Team pick this up, if I am going to continue to try and help, I'm afraid I'm going to have to ask you for more information.

Can you post a screenshot of (a) the results of this site:https://www.broadbandchecker.btwholesale.com/#/ADSL again, making sure you phone number doesn't show, and (b) https://speedtest.btwholesale.com/ - making sure you post the results of the 'Advanced' test.

John
BertCoules
Grafter
Posts: 233
Thanks: 2
Registered: ‎12-07-2008

Re: Recent consistent drop in speed

John, I appreciate your continuing help.  I didn't see an Advanced option on either test but here are the results I did obtain:

 

BT speedcheck.jpg

 

BT test 2.jpg

 

jab1
Seasoned Hero
Posts: 7,291
Thanks: 2,479
Fixes: 74
Registered: ‎24-02-2012

Re: Recent consistent drop in speed

@BertCoules Ooops - missed your edit, but can you run the  'Additional Diagnostic' on that page please - gives a little more detail.

John
BD
Plusnet Help Team
Plusnet Help Team
Posts: 951
Thanks: 207
Fixes: 49
Registered: ‎24-04-2017

Re: Recent consistent drop in speed

Hi @BertCoules, thanks for getting in touch and I'm sorry to hear you've been having speed issues as of recent.
I can confirm when looking over your connection from this side currently we can see shown by the results below that we're getting 64.2Mbps download and 19Mbps upload to your router currently. There are signs that the speeds have been lower recently however with the current sync speed this doesn't look like one we'd be able to progress further given the sync speeds are currently within the 61.6 - 80Mbps download estimates for your line.


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 64.2 Mbps
Upstream Speed 19.0 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 Not Detected
Estimated Line Length In Metres 463.2
Upstream Rate Assessment Reasonable
Downstream Rate Assessment Reasonable
Interference Pattern Not Detected
Service Impact No Impact Observed
Home Wiring Problem Not Detected
Downstream Policing Discard Rate 0.0
Customer Traffic Level Upstream and Downstream traffic detected
Technology VDSL
DP Type External
Profile Name 0.128M-80M Downstream, Error Protection Off - 0.128M-20M Upstream, Error Protection Off
Time Stamp 2021-05-06T14:15:00
Parameters MIN MAX AVG
Down Stream Line Rate 57.4 Mbps 64.8 Mbps 63.3 Mbps
Up Stream Line Rate 19.0 Mbps 19.6 Mbps 19.2 Mbps
Up Time 856.0 Sec 900.0 Sec 899.8 Sec
Retrains 0.0 1.0 0.0
Current and Last 15 Minute Bin Performance
Parameters Last Traffic Count(Upto 15 mins) Current Traffic Count(Upto 15 mins)
Start Time Stamp 2021-05-19T13:49:59.553+01:00 2021-05-19T14:04:59.553+01:00
Ingress Code Violation 0 1
Egress Code Violation 0 0
Errored Seconds 1 1
Severely Errored Seconds 0 0
Unavailable Seconds 0 0



If you're not already, I'd suggest when checking speeds to do so on a wired device to get an accurate reading of what's reaching the router and to make sure there's nothing using the connection at the time that could potential skew the results received which could explain the lower speeds you initially mentioned.

Should you notice the speeds reaching below your estimates on a wired device and nothing else using the connection at the time then I'd recommend raising a fault at faults.plus.net so we can investigate further. Let us know how it goes.


 

 Ben Devine
 Plusnet Help Team