Slow Speed after switching routers

[#1]

So I have been signed up to plusnet for about 2 months now, previously i was supplied by John Lewis.

On transfer day my router supplied by John Lewis was still working as normal so I left it installed and I was receiving around a 72 meg connection so it wasn't a problem. Then one day about 3 - 4 weeks ago it suddenly stopped working after having a power cut so I thought it was a good time to fit the plusnet router, new router plugged in exact same setup as the old router , same socket same adsl filter, just new lead and new psu. My speed suddenly fell to around a 42meg connection (as stated on plusnets website), changed the adsl filter to the new filter and no change, since then the speed has dropped and I am now getting a 36meg connection, 

• Estimated Download Range: 50 - 68Mbps
• Estimated Upload Range: 10 - 16Mbps
• Minimum Guaranteed Speed: 44.5Mbps
• Current Line Speed (Download): 36.4Mbps

Anyone one have any ideas as to how to improve my connection speed as I fell this is totally unaceptable.

Mand thanks

Andy

[#2]

@arlilly  Unfortunately the figures you have posted tell us nothing about your actual speed, they are all estimates apart from the misnamed Current Line Speed which is not a speed at all but an internal Plusnet  profile which tracks the BT wholesale IP profile based on your sync speed. That is what is relevant, assuming you have a Hub 1 router you can log in and access the information from I think the "Help Desk Tab" or Diagnostics, not too sure because I don't use a Hub 1.

[#3]

@arlilly says: new router plugged in exact same setup as the old router , same socket same adsl filter

Why have an ADSL filter when these speeds are obviously with a fibre (VDSL) connection? If you are happy with the John Lewis router, then why not continue using it if it works? The Plusnet Hub One is cheap and (fairly) cheerful, many of us spend £5 -- £15 on a BT Home Hub 6 readily available on ebay and Gumtree, very good instructions on setup elsewhere on this forum.

[#4]

If you are happy with the John Lewis router, then why not continue using it if it works?

The JL router is likely a Zyxel 3925 , in which case it will work fine on Plusnet. Just change the broadband username and password to your new PlusNet ones.

[#5]

This is from the event log of the router
03:00:06, 22 Jul. (273748.700000) PPPoE is up -​ Down Rate=37617Kbps, Up Rate=8247Kbps; SNR Margin Down=6.0dB, Up=6.3dB

[#6]

Hi @arlilly

Thanks a lot for reaching out, and I'm really sorry to hear about the issues you're having with the download speeds. I've run some tests on my end as well which appear to show that the line is operating below your Minimum Guaranteed Speed, it's syncing at 37.6 Mbps.

Saying that, our tests have picked up on a Bridge Tap, which often means there's a defect in the internal cabling / sockets within the property. Moving forward, if the only thing you've recently changed is the router itself, it may be likely that the DSL port / the router itself is faulty. As it's still in warranty, I've just ordered a new one to be sent out to you, which is going to be arriving within the next 2-5 working days.

While you wait for that, please also head over to our Troubleshooting page and follow the steps on there to see if you're able to identify and resolve any internal issues. you'll found this here.

As your line is currently operating below your Minimum Guaranteed Speed, I've raised a fault ticket on your account, our Technical Support Team will continue to monitor this and will be in touch should they need to. You'll be able to view, and comment on this ticket here. I'll also pop my KBD results on this post for you.

KBD

GEA Test Detail
Circuit ID	NA	Service ID

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	37.6 Mbps
Upstream Speed	8.2 Mbps
Appointment Required	N
Fault Report Advised	N
NTE Power Status	PowerOn
Voice Line Test Result	Pass
Bridge Tap	Detected
Radio Frequency Ingress	Not Detected
Repetitive Electrical Impulse Noise	Not Detected
Cross Talk	Not Detected
Estimated Line Length In Metres	655.8
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
Current 15Min Bin Retrains	0
Last 15Min Bin Retrains	0
DP Type	External
Profile Name	0.128M-80M Downstream 3dB, Retransmission High - 0.128M-20M Upstream, Error Protection Off
Time Stamp	2021-07-09T15:45:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	37.7 Mbps	44.0 Mbps	40.0 Mbps
Up Stream Line Rate	8.2 Mbps	15.6 Mbps	11.8 Mbps
Up Time	0.0 Sec	900.0 Sec	898.2 Sec