cancel
Showing results for 
Search instead for 
Did you mean: 

Speed dropped way below Minimum Guaranteed Speed

FIXED
peteredison
Dabbler
Posts: 15
Registered: ‎18-04-2020

Re: Speed dropped way below Minimum Guaranteed Speed

Thank you all, including the Unseen Hand.

 

This morning I was listening to streamed radio on my hifi, then some music from a streaming provider and was pleasantly surprised that none of the mysterious interference noise I’d been experiencing sporadically over the past few weeks was not there.  Perhaps it was sorted overnight when the PN Tooth Fairy was on watch.
As has been said, I will never know - but will be grateful.

 

Adios (I hope)

Mads
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,873
Fixes: 79
Registered: ‎06-08-2018

Re: Speed dropped way below Minimum Guaranteed Speed

Hey there @grahamk998,

Thanks for reaching out to us here and sorry to hear your speeds are below what they should be. 

 

I've checked over the connection today and it appears to be banded, as such I've requested the banding be removed. All info surrounding this can be found on this support ticket here

 

Thanks. 

grahamk998
Hooked
Posts: 8
Fixes: 1
Registered: ‎18-04-2020

Re: Speed dropped way below Minimum Guaranteed Speed

Thanks @Mads 

As per the ticket info, I'll wait and see what the connection is like on Friday Smiley

Rgds, Graham

peteredison
Dabbler
Posts: 15
Registered: ‎18-04-2020

Re: Speed dropped way below Minimum Guaranteed Speed

I know what was supposed to happen for Friday - removal of Banding - but I cannot see the ticket referred to, and I have noticed only minimal difference during the week. At times the speed was 25/26; but now we are back to 21/22.

Beyhive
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 722
Fixes: 44
Registered: ‎25-02-2019

Re: Speed dropped way below Minimum Guaranteed Speed

Hi @peteredison, sorry to hear you're having broadband issues.

Together with our network partners at Openreach we are prioritising customers who don’t have a phone line or broadband connection, meaning there might be a delay in Speed Faults being fixed. In the meantime, please raise your speed fault online here

Thank you for your patience.

If this post resolved your issue please click the 'This fixed my problem' button
 Faris
 Plusnet Help Team
peteredison
Dabbler
Posts: 15
Registered: ‎18-04-2020

Re: Speed dropped way below Minimum Guaranteed Speed

That is not working. I have completed the broadband troubleshooter as far as the speed test then that will not work. I do not have the possibility of an Ethernet connection so can only use wireless. I have downloaded flash player but the Yes button on your troubleshooter which actions 5e test is not responding.

Please do what you can to get my speeds back above the minimum from your end.

By chance I saw an Openreach engineer yesterday and he assured me speeds in the area were fine.

thank you

grahamk998
Hooked
Posts: 8
Fixes: 1
Registered: ‎18-04-2020

Re: Speed dropped way below Minimum Guaranteed Speed

Hi @Mads 

Well the sync speed did rise to the expected (BT wholesales) rates, but if we could only resolve the frequent disconnects...

Note that these frequent disconnects have been observed for several weeks and are not a consequence of the recent banding change.

 

08:53:39, 28 Apr. ( 219.760000) PPPoE is up -​ Down Rate=42051Kbps, Up Rate=16229Kbps; SNR Margin Down=18.2dB, Up=14.3dB
02:06:21, 27 Apr. (2911268.920000) PPPoE is up -​ Down Rate=42051Kbps, Up Rate=16229Kbps; SNR Margin Down=18.0dB, Up=13.9dB
02:05:07, 27 Apr. (2911194.310000) PPPoE is down after 254 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
21:50:07, 26 Apr. (2895894.680000) PPPoE is up -​ Down Rate=46901Kbps, Up Rate=18169Kbps; SNR Margin Down=16.4dB, Up=12.1dB
21:48:56, 26 Apr. (2895823.520000) PPPoE is down after 222 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
18:06:24, 26 Apr. (2882471.160000) PPPoE is up -​ Down Rate=46901Kbps, Up Rate=18169Kbps; SNR Margin Down=16.5dB, Up=11.8dB
18:05:12, 26 Apr. (2882400.010000) PPPoE is down after 1018 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
01:06:44, 26 Apr. (2821293.270000) PPPoE is up -​ Down Rate=46901Kbps, Up Rate=18169Kbps; SNR Margin Down=8.8dB, Up=7.1dB
01:05:39, 26 Apr. (2821228.500000) PPPoE is down after 1412 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
01:33:22, 25 Apr. (2736493.010000) PPPoE is up -​ Down Rate=52512Kbps, Up Rate=19139Kbps; SNR Margin Down=8.1dB, Up=6.5dB
01:32:16, 25 Apr. (2736427.340000) PPPoE is down after 1544 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
23:47:50, 23 Apr. (2643763.690000) PPPoE is up -​ Down Rate=57339Kbps, Up Rate=19978Kbps; SNR Margin Down=6.6dB, Up=6.4dB
23:46:45, 23 Apr. (2643698.740000) PPPoE is down after 201 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
20:25:25, 23 Apr. (2631618.380000) PPPoE is up -​ Down Rate=60539Kbps, Up Rate=19999Kbps; SNR Margin Down=6.8dB, Up=6.0dB
20:24:16, 23 Apr. (2631550.160000) PPPoE is down after 348 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
14:35:11, 23 Apr. (2610604.530000) PPPoE is up -​ Down Rate=59502Kbps, Up Rate=19999Kbps; SNR Margin Down=7.6dB, Up=6.7dB
14:34:03, 23 Apr. (2610537.000000) PPPoE is down after 1213 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
18:20:35, 22 Apr. (2537730.540000) PPPoE is up -​ Down Rate=79904Kbps, Up Rate=19999Kbps; SNR Margin Down=7.9dB, Up=11.3dB
18:19:34, 22 Apr. (2537668.820000) PPPoE is down after 237 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
14:21:55, 22 Apr. (2523410.490000) PPPoE is up -​ Down Rate=63302Kbps, Up Rate=19999Kbps; SNR Margin Down=6.9dB, Up=6.7dB
14:20:53, 22 Apr. (2523348.260000) PPPoE is down after 400 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
07:40:35, 22 Apr. (2499329.790000) PPPoE is up -​ Down Rate=60222Kbps, Up Rate=19999Kbps; SNR Margin Down=6.7dB, Up=6.6dB

peteredison
Dabbler
Posts: 15
Registered: ‎18-04-2020

Re: Speed dropped way below Minimum Guaranteed Speed

Thank you for doing some further work on this.

I tried again just now to do the BTW speed test and diagnostics, using laptop/wireless.

Speed tests so wildly different as to be invalid - anything from 30-ish to almost 100 download speed???

Don't think the additional diagnostics worked either - something flashed up and disappeared.

Sorry to be such a pain in this ongoing saga.

grahamk998
Hooked
Posts: 8
Fixes: 1
Registered: ‎18-04-2020

Re: Speed dropped way below Minimum Guaranteed Speed

@Mads or any Plusnet staff...

 

What is going on folks, is this work at the cabinet (remote work that is) the cabinet is only 200m away and no OpenReach vans spotted?

01:25:18, 10 May. (1010097.410000) PPPoE is up -​ Down Rate=46901Kbps, Up Rate=19978Kbps; SNR Margin Down=14.6dB, Up=9.8dB
01:23:46, 10 May. (1010005.200000) PPPoE is down after 793 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
12:09:51, 09 May. (962372.390000) PPPoE is up -​ Down Rate=48941Kbps, Up Rate=19999Kbps; SNR Margin Down=16.1dB, Up=11.3dB
12:08:49, 09 May. (962310.800000) PPPoE is down after 0 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
12:08:04, 09 May. (962265.530000) PPPoE is up -​ Down Rate=48941Kbps, Up Rate=19999Kbps; SNR Margin Down=15.3dB, Up=11.0dB
12:06:58, 09 May. (962199.100000) PPPoE is down after 121 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
10:05:39, 09 May. (954920.240000) PPPoE is up -​ Down Rate=48941Kbps, Up Rate=19999Kbps; SNR Margin Down=15.8dB, Up=9.0dB
10:04:31, 09 May. (954852.930000) PPPoE is down after 1 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
10:02:39, 09 May. (954740.760000) PPPoE is up -​ Down Rate=48941Kbps, Up Rate=19999Kbps; SNR Margin Down=15.4dB, Up=10.5dB
10:01:37, 09 May. (954678.850000) PPPoE is down after 4 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
09:57:20, 09 May. (954421.630000) PPPoE is up -​ Down Rate=48941Kbps, Up Rate=19999Kbps; SNR Margin Down=16.0dB, Up=10.2dB
09:56:11, 09 May. (954352.790000) PPPoE is down after 0 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
09:55:17, 09 May. (954298.170000) PPPoE is up -​ Down Rate=48941Kbps, Up Rate=19999Kbps; SNR Margin Down=16.1dB, Up=11.3dB
09:54:08, 09 May. (954228.950000) PPPoE is down after 2 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
09:51:35, 09 May. (954076.520000) PPPoE is up -​ Down Rate=48941Kbps, Up Rate=19999Kbps; SNR Margin Down=16.1dB, Up=9.4dB
09:50:22, 09 May. (954003.000000) PPPoE is down after 19 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
09:31:01, 09 May. (952842.320000) PPPoE is up -​ Down Rate=48941Kbps, Up Rate=19999Kbps; SNR Margin Down=16.2dB, Up=9.5dB
09:29:17, 09 May. (952738.210000) PPPoE is down after 14 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
09:14:10, 09 May. (951831.000000) PPPoE is up -​ Down Rate=48941Kbps, Up Rate=19999Kbps; SNR Margin Down=15.8dB, Up=9.6dB

LaurenB
Plusnet Help Team
Plusnet Help Team
Posts: 2,577
Thanks: 508
Fixes: 131
Registered: ‎07-12-2017

Re: Speed dropped way below Minimum Guaranteed Speed

Hiya @grahamk998, testing your line is detecting a potential fault on the line and so we'll need to arrange an engineer to investigate further.

 

I have created a ticket here, can you please follow the troubleshooting checks I have sent and if the issue persists, please reply on the ticket with your availability and we'll get an engineer booked.

If this post resolved your issue please click the 'This fixed my problem' button
 Lauren Barry
 Plusnet Help Team
peteredison
Dabbler
Posts: 15
Registered: ‎18-04-2020

Re: Speed dropped way below Minimum Guaranteed Speed

Thank you @grahamk998 .
Once again I cannot get to the ticket you mention, the link leads to this:

 

Help Assistant

Sorry, but something isn't right

There was a problem with your question. Please check and try again

There was an error

We were unable to access your ticket information.

View wizard

 

 

Given the circumstances my availability is pretty constant! Just avoid Tuesday and Thursday afternoons when I am busy at home.

grahamk998
Hooked
Posts: 8
Fixes: 1
Registered: ‎18-04-2020

Re: Speed dropped way below Minimum Guaranteed Speed

@peteredison

That is because this is a ticket / message from Plusnet to me about my line, not yours Smiley

I'd suggest that to get some attention from the community/Plusnet staff, you create a new forum thread specific to your issues.

Good Luck, G

grahamk998
Hooked
Posts: 8
Fixes: 1
Registered: ‎18-04-2020

Re: Speed dropped way below Minimum Guaranteed Speed

Fix

Update for the benefit of this forum.

OpeReach engineer visited - external line fault fixed (poor joint at some point I believe).

VDSL connection has been stable since:

13:07:27, 12 May. (178914.070000) PPPoE is up -​ Down Rate=79904Kbps, Up Rate=19999Kbps; SNR Margin Down=8.4dB, Up=10.9dB

Speed test result also show good throughput of about 60Mbps download.  Happy days.

Whilst the engineer was here he did comment that the routers functionality was not looking good and could well be a faulty router (comment about led flashing amber/red on restart and DSL sync up) and that this would be mentioned in his report.

Given the engineers comment and the observations since that the networking over WiFi is shocking (was probably being masked by the WAN issues), is this router faulty?
What is observed now is that RF coverage is good - at random times IP packets are just 'black holed' and the only way to resolve this is to shut the radio (2.5Ghz) and re-enable it, again RF strength / quality is fine.

I'll ask this specific query via the appropriate forum topic.