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Speed dropped off a cliff overnight.

Bill_C
Grafter
Posts: 47
Thanks: 11
Registered: ‎19-07-2020

Speed dropped off a cliff overnight.

Heed help or some info:

Last night my Download speeds dropped to 1/4th it usual. Upload speed dropped as well but not by much.

I usually get 40-45Mbps down and 16-18Mbps up but since last night both speeds are down to 14Mbps. Tried using hte master socket, rebooting/resetting router and using another router/modem but speeds are still slow no change.

1. Product name: Plusnet Hub
2. Serial number: +081441+NQ01345175
3. Firmware version: Software version 4.7.5.1.83.8.263 Last updated Unknown
4. Board version: Plusnet Hub One
5. DSL uptime: 0 days, 00:10:09
6. Data rate: 14260 / 49341
7. Maximum data rate: 14260 / 49652
8. Noise margin: 5.8 / 6.1
9. Line attenuation: 24.9 / 17.7
10. Signal attenuation: 25.0 / 17.6
11. Data sent/received: 65.8 MB / 121.7 MB



BTWholesale test results :


Performance Test Results Report
Basic Performance Test -
Time Stamp Latency Download Upload
Wednesday 19 May 2021 | 11:16:0 43 Ms 12.13 Mbps 14.80 Mbps
Advanced Performance Test -

Download Test

Download speed achieved during the test was 12.13 Mbps
For your connection, the acceptable range of speeds is 40-47.76 Mbps
Your DSL Connection Rate: 0 Mbps(DOWN-STREAM),0 Mbps(UP-STREAM)
For your connection, the maximum achievable download speed is 47.76 Mbps

IP Profile for your line is 47.76 Mbps

Upload Test

Upload speed achieved during the test was 14.80 Mbps
For your connection, the maximum achievable upload speed is 20 Mbps

IP Profile for your line is 20 Mbps

Summary Advanced Performance Test -

Result Message

This test was not conclusive and further testing is required. This might be useful for your Broadband
Service Provider to investigate the fault. Note:An error occurred while trying to retrieve additional details
regarding your service. As a result we are unable to determine if the speed you received during the
upstream test is acceptable for you service. Please re-run the test if you require this additional
information. Please visit the Speed Test Guidance if you are unable to understand the test results.

43 REPLIES 43
adam945
Plusnet Help Team
Plusnet Help Team
Posts: 341
Thanks: 80
Fixes: 17
Registered: ‎01-12-2020

Re: Speed dropped off a cliff overnight.

Hi there, thank you for reaching out and I'm sorry to see that you're having problems with your service.

 

I've run some tests on the line and have found a potential issue, however we'd need you to do some checks on your end prior to booking this in with Openreach.

 

This is to avoid the possibility of an engineer charge should the fault be found to be internal.

 

I've sent an email to the address registered on the account if you'd like to take a look.

 

-Adam - Plusnet Leeds

 Adam
 Plusnet Help Team - Leeds
Bill_C
Grafter
Posts: 47
Thanks: 11
Registered: ‎19-07-2020

Re: Speed dropped off a cliff overnight.

I went through every step I could think of from using the master socket, different cables to even using another ADSL Router/Modem.

Speeds are still less than expected. Sad

BD
Plusnet Help Team
Plusnet Help Team
Posts: 972
Thanks: 213
Fixes: 52
Registered: ‎24-04-2017

Re: Speed dropped off a cliff overnight.

Hi @Bill_C, thanks for getting back to us and I'm sorry to hear non of the advised steps look to have helped with the speed issues you've seen recently. I've looked into and progressed your fault further that can be seen here that requires your attention.
(You'll need to be logged into the member center prior to clicking the ticket link in order to add a comment)

Feel free to give us a nudge on here once you've updated the fault ticket and we'll happily get this picked up and progressed further for you.

 Ben Devine
 Plusnet Help Team
Bill_C
Grafter
Posts: 47
Thanks: 11
Registered: ‎19-07-2020

Re: Speed dropped off a cliff overnight.

Thanks I've replied to the ticket.

BD
Plusnet Help Team
Plusnet Help Team
Posts: 972
Thanks: 213
Fixes: 52
Registered: ‎24-04-2017

Re: Speed dropped off a cliff overnight.

Hi @Bill_C, thanks for getting back to me and confirming you've updated the fault ticket. I've booked in an engineer appointment for you and you should have received an email in regards to when this is. Hopefully the arranged engineer can locate the fault and resolve the issues we've been seeing but please let us know how the visit goes as we'll be happy to pick this up and progress the issue further should issues look to persist there after.

 Ben Devine
 Plusnet Help Team
Bill_C
Grafter
Posts: 47
Thanks: 11
Registered: ‎19-07-2020

Re: Speed dropped off a cliff overnight.

That moment when you restart your router and get the normal speeds for the first time in a few days...
And realise the Engineer will be here in a few hours and it's probably cost yourself £ for nothing... Cry

*Fingers Crossed* Here's hoping they've been at the local exchange checking/fixing stuff...

Bill_C
Grafter
Posts: 47
Thanks: 11
Registered: ‎19-07-2020

Re: Speed dropped off a cliff overnight.

Hmmm...
Hope Engineer is doing something at the exchange or street box as my connection dropped again as did my speed.
It's now down to 50% of what it should be...

Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 19,354
Thanks: 6,536
Fixes: 1,078
Registered: ‎21-04-2017

Re: Speed dropped off a cliff overnight.

Thanks for getting back to us @Bill_C 

No problem, we've not got any notes yet but we can see an engineer's been assigned the job.

Fingers crossed indeed that's their doing and they're able to find something to fix that keeps your speed up.

I suspect they should be in touch with you over the next few hours or so. Let us know how it goes.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Bill_C
Grafter
Posts: 47
Thanks: 11
Registered: ‎19-07-2020

Re: Speed dropped off a cliff overnight.

Their is an Openreach van at the bottom of my street, so hopefully he's working in the cabinet. 

Connection reset itself a few mins ago speeds back to normal! Cheesy

Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 19,354
Thanks: 6,536
Fixes: 1,078
Registered: ‎21-04-2017

Re: Speed dropped off a cliff overnight.

Ah nice! Promising so far..

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Bill_C
Grafter
Posts: 47
Thanks: 11
Registered: ‎19-07-2020

Re: Speed dropped off a cliff overnight.

Engineer been and gone.
Replaced the Socket with one with a built in filter (We both grumbled something about contractors messing things up). He then said the profile could be changed and needed to reset the connection at the street cabinet.


I've now got a "possible" extra 20% speed Cheesy

From 47 to 56Mbps

Happy with that... Just hope it holds Cheesy

Going to let it settle overnight and see if it's stable before closing ticket
Smiley

Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 19,354
Thanks: 6,536
Fixes: 1,078
Registered: ‎21-04-2017

Re: Speed dropped off a cliff overnight.

Awesome! Cheesy Thanks for the overview @Bill_C 

Good outcome, let us know how it goes or if there are further issues 

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Bill_C
Grafter
Posts: 47
Thanks: 11
Registered: ‎19-07-2020

Re: Speed dropped off a cliff overnight.

ARGH Not good news!

Speeds were good last night but today they have gotten worse.

My line reset itself at around 10:20

Speeds dropped back to 14Mbps.

My Line profile also dropped from 57Mbps to 18Mbps.

Bill_C
Grafter
Posts: 47
Thanks: 11
Registered: ‎19-07-2020

Re: Speed dropped off a cliff overnight.

Urgh due to BST times in post are an hour out. Cheesy

OK
Connection reset again. Line profile back to 57Mbps and speeds are good...

Not sure if the line is unstable or work being done in background...