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Slow fibre speed, 38 to 5mbs

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dwh33
Dabbler
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Registered: ‎18-04-2014

Slow fibre speed, 38 to 5mbs

Usually get 35mbs+ on my fibre connection, and to be fair to Plusnet, this has been rock solid since i joined, and i am fairly happy with that.

In the last 2/3 days, twitch has been buffering/freezing like crazy, meaning i have to accept lower quality streams, and longer downloading times in general.

This morning i checked my broadband speed, and it was only 5 mbs download...so that explains the buffering, and poor quality.

I have rebooted my pc and my plusnet router, but the speed is still slow.

Nothing has been altered/changed at my end, so i can only presume it is maybe a line/external problem ?Huh

Can anyone help ?

 

edit - per BT wholsesale speedtest, i should be getting 38.67 download (currently 5.02 down and 7 up)

 

 

12 REPLIES 12
Strat
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Re: Slow fibre speed, 30 to 5mbs

Moderator's note:

Topic moved from Broadband to Fibre Broadband.

Windows 10 Firefox 109.0 (64-bit)
To argue with someone who has renounced the use of reason is like administering medicine to the dead - Thomas Paine
dwh33
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Registered: ‎18-04-2014

Re: Slow fibre speed, 30 to 5mbs

Oops, sorry Strat..quite right-i posted in the wrong section

BrightonRock
Pro
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Re: Slow fibre speed, 30 to 5mbs

These are wired connection speeds, not WiFi?

As you will know, Plusnet people are usually in the Forum but they are a thin on the ground today. They may well pick this up. If they don't, or if you want to move things along, report as a fault.

To report a fault, run though the checks at https://www.plus.net/help/broadband/connection-troubleshooting/ and report a fault at https://www.plus.net/apps/kbdfaults It takes a bit of your time but costs you nothing, and makes Plusnet aware of your issue. They have to look at it, and the report gets the issue into the queue for action.

There have been problems with the BT speed test (I'm not sure whether they are resolved) but try it with Internet Explorer. If there are still problems, report speeds from an alternative speed test such as at speedtest.net.

Please let us know how you get on.

dwh33
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Registered: ‎18-04-2014

Re: Slow fibre speed, 30 to 5mbs

Hi BrightonRock,

Appreciate your input-many thanks.

Yes the connection is wired, and hasn't been changed in the 18 months or so i've been with plusnet, so i'm stumped.

I have tried testmynet and speedtest, and both confirm a drop in speed to around 5mb currently, which is very noticeable.

As per your post, I have reported the fault, and will keep my fingers crossed.

Any other advice from mods would be gratefully received.

 

EmilyD
Plusnet Help Team
Plusnet Help Team
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Registered: ‎26-03-2018

Re: Slow fibre speed, 30 to 5mbs

Hi @dwh33,

 

I'm sorry that you're experiencing poor speeds. Thank you for carrying out the troubleshooting checks and for reporting the fault via the link.

 

I've tested your line but the test isn't picking up the cause of this problem from this side:

 

GEA Test Detail
Circuit ID NA Service ID BBEUXXXXXXXX
 
 
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 40.0 Mbps
Upstream Speed 8.4 Mbps
Appointment Required N
Fault Report Advised N
NTE Power Status PowerOn
Voice Line Test Result Pass
Bridge Tap Not Detected
Repetitive Electrical Impulse Noise Not Detected
Estimated Line Length In Metres 795.8
Upstream Rate Assessment Very Good
Downstream Rate Assessment Very Good
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
Profile Name 0.128M-40M Downstream, Retransmission Low - 0.128M-10M Upstream, Retransmission Low
Time Stamp 2018-10-08T09:15:00
Parameters MIN MAX AVG
Down Stream Line Rate 39.9 Mbps 39.9 Mbps 39.9 Mbps
Up Stream Line Rate 8.3 Mbps 9.9 Mbps 8.8 Mbps
Up Time 784.0 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 2018-10-21T07:41:12Z 2018-10-21T07:56:12Z
Ingress Code Violation 0 0
Egress Code Violation 0 0
Errored Seconds 0 0
Severely Errored Seconds 0 0
Unavailable Seconds 0 0

 

When you've reported the fault to us you've selected the option "the landline is noisy." Please can you confirm whether or not this is the case, as this will determine the next steps towards resolving this issue.

If this post resolved your issue please click the 'This fixed my problem' button
 Emily D
 Plusnet Help Team
dwh33
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Re: Slow fibre speed, 30 to 5mbs

Hi Emily,

Thanks for the reply.

The line noise on an old wired phone is, i guess, a bit subjective..difficult to tell what it normally sounds like as i don't normally use an old wired phone.

If you say there is no noise, then at least it rules that out.

Just did another line test at 'testmy.net'..5mbs again...every test i've ran seems to give me almost exactly 5mb download.

6.9 upload speed...lol faster to upload than download - weird !

I'm pretty sure nothing has changed my end, so it's a complete mystery why i've lost over 30mbs ?

 

BrightonRock
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Re: Slow fibre speed, 30 to 5mbs

@dwh33  As I read the results of the GEA test, it says that you are syncing at 40 mbps downstream. What does your router say is the line speed?

dwh33
Dabbler
Posts: 24
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Registered: ‎18-04-2014

Re: Slow fibre speed, 30 to 5mbs

I'm not entirely sure how i find out which speed the router says the line is.

Do i do that through the browser ?

 

EDIT...ok accessed the router...i think it is saying the speed is 39.95, but i'm certainly not getting that ?Huh

I have also save a screen shot of 'info for helpdesk', but is it safe to post that (personal info ?) 

 

BrightonRock
Pro
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Re: Slow fibre speed, 30 to 5mbs

Whatever is happening, it looks as if your line is OK, but the throughput isn't. I wonder if it might be worth doing a factory re-set on your router, if you haven't done one already?

 

 

MatthewWheeler
Plusnet Help Team
Plusnet Help Team
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Re: Slow fibre speed, 30 to 5mbs

Thanks for the extra info.

Our tests still aren't showing any cause for this so I think we'll have to progress the matter to a engineer visit.

I'll update the open ticket on the account shortly

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
dwh33
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Registered: ‎18-04-2014

Re: Slow fibre speed, 30 to 5mbs

Fix

Thankfully the engineer won't be necessary Thumbs_Up

So far, the GEA test showed that the line looks ok.

We also thought the router was ok after i had accessed it through my browser.

Despite not having in any way altered my set up here for ages, and therefore not initially thinking the problem was at 'my end', tonight i decided to start testing all the equipment from the router to my pc.

Starting speed test to pc...again 5mbs (same as last 5 days)

-Plugged old unused laptop into router - 37.5mbs....ok that definitely confirms the router works fine Huh

-Changed cat5 cable from router to homeplug...tested pc again...37.5mb

Seems the first cat5 cable i checked was to blame...odd one that, but quite a relief as i had one spare and they are much cheaper than new homeplugs.

 

Just wanted to say many thanks to BrightonRock and the Plusnet team (Emily and Matthew) for their help and assistance Wink

adamwalker
Plusnet Help Team
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Re: Slow fibre speed, 30 to 5mbs

Thanks for letting us know, we're glad to see that's sorted.

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team