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Speed Issues

SteG1979
Newbie
Posts: 3
Registered: ‎28-03-2021

Speed Issues

Recently signed up for a new contract for 12 months, but ever since then I've been having issues.

Deal was average speed of 66mb, always guaranteed 30mb.

All I seem to be getting is 25mb towards 28mb now.

Is there any reason for the speed decrease after signing a new contract?

Also I'm having line drop out issues, several a week, where the modem light will loose sync the light will flash and then every thing stops working and then it will go green again at work.

 

It dropped out again today and after the drop out i was only able to get 5mb????

Then the next test after turning every thing off I'm only able to get 16mb?

Then finally back to 33.60 which is why lower than I used to get on my old contract, I was getting 45 at least.

Any ideas?

Not really happy at the moment.

 

 

 

 

 

 

 

 

 

 

 

Tags (1)
6 REPLIES 6
Strat
Moderator
Moderator
Posts: 30,513
Thanks: 3,429
Fixes: 514
Registered: ‎14-04-2007

Re: Speed Issues

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

Customer and Forum Moderator. Windows 10 Firefox 89.0.1 (64-bit)

Thrall
Seasoned Pro
Posts: 567
Thanks: 115
Fixes: 23
Registered: ‎28-09-2020

Re: Speed Issues

The speed issues would be unrelated to your new contract and would be more due to the drops you’re having. Is your router plugged into the test socket? Unclip or unscrew the faceplate of the master socket to reveal it. 

If you’re still having issues with the router in the test socket then it’s probably worth raising a fault at faults.plus.net for further investigation/potentially an engineer visit. 

SteG1979
Newbie
Posts: 3
Registered: ‎28-03-2021

Re: Speed Issues

I have one of these

https://telecomgreen.co.uk/tcomgreenweb/wp-content/uploads/2017/03/BT-Openreach-New-NTE5C-Master-Soc...

I have BT Modem and my own router, never had a single issue before the contract change over.

 

 

 

 

 

Thrall
Seasoned Pro
Posts: 567
Thanks: 115
Fixes: 23
Registered: ‎28-09-2020

Re: Speed Issues

Unless you’ve changed products the new contract would simply be billing so there wouldn’t be anything to do with your actual connection. I suspect coincidence?

Your 5C socket will still have a test socket behind it 

SteG1979
Newbie
Posts: 3
Registered: ‎28-03-2021

Re: Speed Issues

Not even getting half meg on my upload speed now, was supposed to be getting 8... 

Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 19,304
Thanks: 6,517
Fixes: 1,074
Registered: ‎21-04-2017

Re: Speed Issues

Thanks for your post @SteG1979 

I'm sorry for the issues with your connection. I agree with the advice given above, the new contract wouldn't be the cause for this. In addition from what I can see you've definitely had drops prior to your new contract going through:

image16173858957663

I've tested your line tonight and the tests are showing a high resistance fault somewhere along the line which may be caused by your equipment or wiring. I'd recommened firstly making sure your modem/router are plugged into the test socket explained Here with no extension cabling between the modem and the socket.

If you're still having issues ideally we'd need to rule out an issue with the modem, we'd be happy to send you a Hub One but this would replace your router as well. Let us know if you'd want us to send you a new one.

Failing that I'd recommend raising a fault online at faults.plus.net so we can arrange an engineer visit to investigate further.

If you're interested I've attached a copy of our testing below

GEA Test Detail
Circuit ID NA Service ID [redacted]
 
 
Test Outcome Fail
Test Outcome Code GTC_FTTC_SERVICE_1613
Description Potential HR Joint detected on GEA service. Please continue to submit a trouble report
Main Fault Location CE
Sync Status In Sync
Downstream Speed 36.8 Mbps
Upstream Speed 8.4 Mbps
Appointment Required Y
Fault Report Advised Y
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 721.1
Upstream Rate Assessment Reasonable
Downstream Rate Assessment Low
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
DP Type External
Profile Name 0.128M-80M Downstream, Interleaving High - 0.128M-20M Upstream, Error Protection Off
Time Stamp 2021-03-20T19:00:00
Parameters MIN MAX AVG
Down Stream Line Rate 7.2 Mbps 40.4 Mbps 33.1 Mbps
Up Stream Line Rate 3.2 Mbps 10.2 Mbps 9.1 Mbps
Up Time 0.0 Sec 900.0 Sec 897.2 Sec
Retrains 0.0 60.0 0.1
Current and Last 15 Minute Bin Performance
Parameters Last Traffic Count(Upto 15 mins) Current Traffic Count(Upto 15 mins)
Start Time Stamp 2021-04-02T18:32:21.380+01:00 2021-04-02T18:47:21.380+01:00
Ingress Code Violation 0 0
Egress Code Violation 0 0
Errored Seconds 0 0
Severely Errored Seconds 0 0
Unavailable Seconds 0 53
If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team