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Replacement router installed but speed is low

gazza1601
Hooked
Posts: 6
Thanks: 1
Registered: ‎27-08-2019

Replacement router installed but speed is low

Engineer has been and tested line, replacement router installed, been running near a month, but speed hasn't increased to 65-71mb. Its running at 23.8mb download and 3.6mb upload. Can this be looked at please.

Thanks Gary
4 REPLIES 4
adam945
Plusnet Help Team
Plusnet Help Team
Posts: 249
Thanks: 61
Fixes: 13
Registered: ‎01-12-2020

Re: Replacement router installed but speed is low

Hi Gary, thanks a lot for reaching out and I'm really sorry to hear that you're still having issues with your connection speed. I've run some tests on the line and can see that the speeds are extremely low, there's clearly something wrong here.

 

As the speeds are so far lower than those estimated, we ought to raise a new fault with our suppliers, and book an engineer out to investigate what's going on here. please can you send me a PM with the dates and times that you, or anyone over the age of 18 would be at the property? Once received, I'll raise this with Openreach and will send you a confirmatory email. For your reference also, I'll copy in my test results to this post.

KBD
GEA Test Detail
Circuit ID NA Service ID BBEU19282595
 
 
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 21.3 Mbps
Upstream Speed 3.5 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 405.9
Upstream Rate Assessment Low
Downstream Rate Assessment Low
Interference Pattern Not Detected
Service Impact No Impact Observed
Home Wiring Problem Not Detected
Technology VDSL
Current 15Min Bin Retrains 0
Last 15Min Bin Retrains 0
DP Type External
Profile Name 0.128M-25M Downstream, Retransmission High - 0.128M-3.7M Upstream, Retransmission High
Time Stamp 2021-05-29T12:15:00
Parameters MIN MAX AVG
Down Stream Line Rate 22.3 Mbps 24.9 Mbps 24.9 Mbps
Up Stream Line Rate 3.6 Mbps 3.6 Mbps 3.6 Mbps
Up Time 631.0 Sec 900.0 Sec 899.5 Sec
Retrains 0.0 11.0 0.0
 Adam
 Plusnet Help Team - Leeds
RealAleMadrid
Seasoned Champion
Posts: 1,540
Thanks: 689
Fixes: 36
Registered: ‎07-07-2009

Re: Replacement router installed but speed is low

@adam945  Why not try a DLM reset to remove the banded profiles on the line before getting an engineer out.🤔

adam945
Plusnet Help Team
Plusnet Help Team
Posts: 249
Thanks: 61
Fixes: 13
Registered: ‎01-12-2020

Re: Replacement router installed but speed is low

Apologies for the misinformation @gazza1601

 

@RealAleMadrid is correct. A more up to the minute check (RRT) has found that your DL speed is in fact reaching that of the broadband profile, which is in fact incorrect and needs to be raised with our suppliers.

 

This has now been done, and the profile should be corrected within the next three working days.

 Adam
 Plusnet Help Team - Leeds
gazza1601
Hooked
Posts: 6
Thanks: 1
Registered: ‎27-08-2019

Re: Replacement router installed but speed is low

Many thanks both for looking into, much appreciated.

Kind regards
Gary