Slow Fibre - Current line speed 18.3 Mbits

[#1]

Hi,

My unlimited fibre is slow... Speed tests ~17Mbits

My speed profile is really low in here: https://www.plus.net/my.html?action=data_transfer_speed

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Phone exchange:STALYBRIDGE

Estimated line speed:40Mb (This may vary between 45Mb and 64Mb) - Checked on 2018-01-30 15:50:40

Current line speed:18.3 Mb

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I have rebooted the router but to no avail. Can you advise?

http://www.speedtest.btwholesale.com is showing the same but the diagnostics is diplaying:

Test Error
The Tap1 test was not conclusive for your broadband connection. However if this problem persists, raise the issue with your service provider

[#2]

Bt Speedtester is working now....attached.

[#3]

I assume the best thing to do is raise a fault after i've done the basic checks?

[#4]

Hi @staley84 

Sorry to hear that was happening - i've tested the line today and it's syncing at 40Mbps, please see below;

Test OutcomePass

Test Outcome CodeGTC_FTTC_SERVICE_0000

DescriptionGEA service test completed and no fault found .

Main Fault LocationOK

Sync StatusIn Sync

Downstream Speed40.0 Mbps

Upstream Speed10.0 Mbps

Appointment RequiredN

Fault Report AdvisedN

NTE Power StatusPowerOn

Voice Line Test ResultPass

Bridge TapNot Detected

Repetitive Electrical Impulse NoiseNot Detected

Estimated Line Length In Metres671.1

Upstream Rate AssessmentVery Good

Downstream Rate AssessmentVery Good

Interference PatternNot Detected

Service ImpactNo Impact Observed

Home Wiring ProblemNot Detected

Downstream Policing Discard Rate0.0

Customer Traffic LevelUpstream and Downstream Traffic Detected

TechnologyVDSL

Profile Name0.128M-40M Downstream, Retransmission Low - 0.128M-10M Upstream, Error Protection Off

How is your line performing now? 

[#5]

Hi @MasterOfReality,

I'm confused.... I logged a ticket last night #180376475 and the ticket was immediately updated with:

==================================

Thanks for reporting your broadband problem
Our tests have found a fault with your broadband service.
A Ticket has been raised to our Faults Team

==================================

Has it been resolved?

Can't re-check at the moment as i'm at work.

Thanks

[#6]

@MasterOfReality Also, 'Current Line Speed' here https://www.plus.net/my.html?action=data_transfer_speed is still:

Phone exchange:STALYBRIDGE

Estimated line speed:40Mb (This may vary between 45Mb and 64Mb) - Checked on 2018-01-30 15:50:40

Current line speed:18.3 Mb

[#7 · Accepted solution]

Not long after you reported the fault to us online, our suppliers declared there was no fault.

Looks like the problem was that the speed profile on your account was slow to update following your sync rate improving to 40mbps.

Could you reboot your router letting us know how your speed looks now I've updated the profile?

[#8]

@Gandalf .. Hi... Yes, it's back to normal now (thanks) but i have a few questions...

If there is/was no fault, why had my speed profile been knocked down? (I have sync'ed at approx ~40Mbits since being upgraded to fibre in February)

What would have knocked the speed profile down?

What happens to the ticket now?

[#9]

The speed profile on your account is adjusted automatically to the IP profile of the line which in turn is set by the sync rate of your connection.

From what I can see the IP profile was at 18.3mbps at around 19th July.

Doesn't look like automation nudged the profile back up following your IP profile/sync rate improving since.

if you're happy the issue is resolved you can close the ticket online.

[#10]

Ok thanks for your help....

Seems odd that the profile doesn't auto update as requires manual intervention though..... Thanks again.

[#11]

No problems, yeah it should auto update but sometimes it needs a kick.

[#12]

ha....Thanks for the speedy support:)

[#13]

No problems at all. Let us know if you need any further help