Slow speed on fibre extra

[#1]

Upgraded 3 weeks ago to fibre extra speed has been rubbish since day one less than 15mps was getting 32 before on standard fibre constant youtube buffering and pausing laptop with no connection spotify cutting off, was promised garunteed speed of 44 minimum. Spoke to technical dept today for 45 mins and was advised that splitting router connection into 2 may help now its even worse speed test showing 12mps been as well staying on the basic fibre as I never had any speed dropping issues will be calling back to tomorrow to cancel if I can't get the minimum speed I was told I would get

[#2]

Moderators Note
This topic has been moved from ADSL Broadband to Fibre Broadband.

[#3]

Hi @woodlea,

I'm sorry that you have been experiencing poor speeds since upgrading your broadband and for the delay in picking up your messages on here. Having tested your line, the test isn't picking up the cause of the problem from here but something definitely looks to be out of place as the line is syncing at 45.8mbps. Although this is slightly above the minimum guaranteed for your line, it's below the line's estimated speed of 55 - 76.5mbps:

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	45.8 Mbps
Upstream Speed	13.4 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	667.5
Upstream Rate Assessment	Reasonable
Downstream Rate Assessment	Reasonable
Interference Pattern	Regular Interference Observed Daily
Service Impact	No Impact Observed
Interference Duration Longest Occurrence	;00:00to23:45
Interference Location	Customer Premise
Interference Observed In Days	14
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, Interleaving High - 0.128M-20M Upstream, Error Protection Off
Time Stamp	2020-03-19T15:30:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	42.0 Mbps	48.0 Mbps	46.4 Mbps
Up Stream Line Rate	12.3 Mbps	13.5 Mbps	13.4 Mbps
Up Time	608.0 Sec	900.0 Sec	899.3 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	2020-04-01T15:00:13.770+01:00	2020-04-01T15:15:13.770+01:00
Ingress Code Violation	0	0
Egress Code Violation	0	0
Errored Seconds	0	0
Severely Errored Seconds	0	0
Unavailable Seconds	0	0

As the test hasn't picked up the cause of this, we'll need to do some troubleshooting to start ruling things out. I'd recommend starting with basic checks here. If these checks don't resolve the problem, the next step would be to connect your router directly to the test socket, which is under the faceplate of your master socket and seeing if the connection stabilises. This rules out internal wiring, face plates and extension sockets as being the cause. Please see the following guide for instructions on how to connect to the test socket. https://community.plus.net/t5/Library/Testing-From-The-Master-Socket/ba-p/1322242 Please let us know if your speed doesn't improve once you've done the troubleshooting.