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Static but sudden drop in download speed, help please?

oakbydesign
Grafter
Posts: 35
Registered: ‎01-06-2014

Static but sudden drop in download speed, help please?

Hi

I have raised a ticket after a telephone call on Saturday.

We have had good uninterrupted fibre broadband for months and no issues.  65Mb/18Mb - all good.

On Wednesday 22nd Sept we noticed a sudden drop to 16Mb down but still getting 18Mb up?

I have tried a new router, cable and filter in the normal and test ports on the BT socket, no luck.

I have attached a copy of a report showing the issue.

I have dialled 17070 - noise test, no noise on both the normal and test sockets.

Not sure if the line needs resetting (if this is a thing) but any help would be appreciated.

 

Thanks

 

Richard

15 REPLIES 15
MisterW
Superuser
Superuser
Posts: 10,892
Thanks: 3,300
Fixes: 244
Registered: ‎30-07-2007

Re: Static but sudden drop in download speed, help please?

@oakbydesign  have you recently changed to a static IP ?

If you login to the member centre and select the 'Broadband' tab https://www.plus.net/member-centre/broadband

what does it say for 'Current Line speed' ?

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

oakbydesign
Grafter
Posts: 35
Registered: ‎01-06-2014

Re: Static but sudden drop in download speed, help please?

Thanks for quick reply!

 

See attached

oakbydesign
Grafter
Posts: 35
Registered: ‎01-06-2014

Re: Static but sudden drop in download speed, help please?

@MisterW - We thought we were always on a static IP.  

Can I check to see if we are or if it been changed?

(EDITED - just checked and we are on a dynamic IP.      I thought we were static as when we typed 'what is my IP address' it always said the same - unless I'm barking up the wrong tree)

 

Thanks

 

MisterW
Superuser
Superuser
Posts: 10,892
Thanks: 3,300
Fixes: 244
Registered: ‎30-07-2007

Re: Static but sudden drop in download speed, help please?

@oakbydesign your IP address may not change very often, even its dynamic.

What does the member centre say for current line speed?

The current line speed, if its,wrong, will affect accountsxwith static Ip's or with the firewall enabled

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

oakbydesign
Grafter
Posts: 35
Registered: ‎01-06-2014

Re: Static but sudden drop in download speed, help please?

Current line speed says: (Download): 73.8Mbps

We have a dynamic IP.

I am assuming we do not disable the firewall?

 

Thanks

 

MisterW
Superuser
Superuser
Posts: 10,892
Thanks: 3,300
Fixes: 244
Registered: ‎30-07-2007

Re: Static but sudden drop in download speed, help please?

Ok, so the problem isnt what i thought it might be.

Was your speed test wired or wireless? 

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

oakbydesign
Grafter
Posts: 35
Registered: ‎01-06-2014

Re: Static but sudden drop in download speed, help please?

Hi

Both wired and unwired, in both normal and test sockets, is around 16Mbps UP and 18Mbps DOWN.

Thanks

MisterW
Superuser
Superuser
Posts: 10,892
Thanks: 3,300
Fixes: 244
Registered: ‎30-07-2007

Re: Static but sudden drop in download speed, help please?

In that case I'd raise a fault at https://faults.plus.net quoting the results of a wired btwholesale speed test

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

adam945
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 2,319
Fixes: 113
Registered: ‎01-12-2020

Re: Static but sudden drop in download speed, help please?

Hello @oakbydesign

Thanks a lot for reaching out and I'm really sorry to hear that you're experiencing slower speeds than what you're used to. Although all of my tests on the line this morning have found that the line is syncing at 73Mbps. It also appears that you've done quite a bit of Troubleshooting yourself so the only thing I'd be able to suggest here is a Qube Engineer visit.

Qube engineers can't make any changes to the Openreach Network, but specialise in the i9nternal environment to see why your speeds might be quite low. Please respond to the open Ticket on your account, stating your availability and I'll be arrange an appointment that suits you. Smiley

Give me a shout on here once you have responded and I'll be happy to get it sorted.

 Adam
 Plusnet Help Team - Leeds
oakbydesign
Grafter
Posts: 35
Registered: ‎01-06-2014

Re: Static but sudden drop in download speed, help please?

Adam

All replied, thanks.

Richard

 

adam945
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 2,319
Fixes: 113
Registered: ‎01-12-2020

Re: Static but sudden drop in download speed, help please?

Ah great stuff! What turned out to be the problem?

 Adam
 Plusnet Help Team - Leeds
oakbydesign
Grafter
Posts: 35
Registered: ‎01-06-2014

Re: Static but sudden drop in download speed, help please?

What?

 

You asked me to reply to the ticket ending xxxx99831, so I did.   Did you get it?

Richard

adam945
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 2,319
Fixes: 113
Registered: ‎01-12-2020

Re: Static but sudden drop in download speed, help please?

Massive apologies @oakbydesign - it's been a long day!

I'll be happy to answer your questions on the Ticket here as it may benefit other users.

 

1. There's no charge for a Qube Engineer visit, regardless of where the fault is found. Openreach Engineers have access to the external network, whereas Qube engineers specialise in the internal environment. As our tests aren't showing any external faults, I reckon this is the best way forward for now. We can still arrange an Openreach engineer appointment later on if needs be.

 

2. Looking through your notes above, you've basically done everything we'd ask you to anyway, so at this stage, again I'd recommend an engineer visit. Let me know if you're still happy to go ahead and I'll get one arranged for the earliest date / time available. Smiley

 Adam
 Plusnet Help Team - Leeds
oakbydesign
Grafter
Posts: 35
Registered: ‎01-06-2014

Re: Static but sudden drop in download speed, help please?

Adam

 

Upon checking our speed again this morning, I'm pleased to say our speed is now back to normal.  Weird.

Nothing has changed at our end.

 

Although good news, may I ask if the line has been 'reset' or can you see anything that I can't, that may have 'solved' the issue?

 

Regards

Richard