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Very Slow Fiber speed after upgrade from ADSL

FIXED
Plusnet Help Team
Plusnet Help Team
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Registered: ‎09-10-2018

Re: Very Slow Fiber speed after upgrade from ADSL

Thanks for your message, @wmackay.

 

It looks like the Faults Team updated the ongoing ticket about 20 minutes ago and for your convenience you're able to access it below:

 

https://www.plus.net/wizard/?p=view_question&id=137627923

 

Please let us know if you need any further assistance at all.

If this post resolved your issue please click the 'This fixed my problem' button
 Owen P
 Plusnet Help Team
wmackay
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Registered: ‎10-09-2019

Re: Very Slow Fiber speed after upgrade from ADSL

When the engineer visited yesterday he said he checked the ports in the cabinet and the line was syncing at 40Mbps when tested in at the cabinet and master socket. After he left I run a speed test and the speed is was 5.6Mbps and it is still 5.6Mbps this morning.

I am very disappointed the speed and the amount of time it is taking to get my speed up to my minimum guaranteed speed. I had 15Mbps when I was on ADSL and now that I have "upgraded" to FTTC I am getting a slower speed.

Plusnet Help Team
Plusnet Help Team
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Registered: ‎26-03-2018

Re: Very Slow Fiber speed after upgrade from ADSL

Hi @wmackay 

 

I've tested the service again today and can see that your router is again only syncing at 6.4Mbps, however, there is no fault located on the line. 

 

Test OutcomePass

Test Outcome CodeGTC_FTTC_SERVICE_0000

DescriptionGEA service test completed and no fault found .

Main Fault LocationOK

Sync StatusIn Sync

Downstream Speed6.4 Mbps

Upstream Speed6.1 Mbps

Appointment RequiredN

Fault Report AdvisedN

NTE Power StatusPowerOn

Voice Line Test ResultPass

Bridge TapNot Detected

Radio Frequency IngressNot Detected

Repetitive Electrical Impulse NoiseNot Detected

Cross TalkNot Detected

Estimated Line Length In Metres907.4

Upstream Rate AssessmentReasonable

Downstream Rate AssessmentLow

Interference PatternNot Detected

Service ImpactNo Impact Observed

Home Wiring ProblemNot Detected

Downstream Policing Discard Rate0.0

Customer Traffic LevelUpstream and Downstream Traffic Detected

TechnologyVDSL

DP TypeExternal

Profile Name0.128M-40M Downstream, Error Protection Off - 0.128M-10M Upstream, Error Protection Off 

 

I spoke to our suppliers and they made me aware that the VLAN is hot - this was not stated on the above test. The agent I spoke to said that an auto fix is in place for this and should complete by 30/09/2019. they get fresh VLAN reports every Friday, so by a week today we should know more (though you will know before us if this has helped as your service will have sped up). 

 

Kind Regards, 

MoR

 

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 MoR
 Plusnet Help Team
wmackay
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Registered: ‎10-09-2019

Re: Very Slow Fiber speed after upgrade from ADSL

Thank you for the update and hopefully this fixes the issue.

How long has my connection been on a hot VLAN? And was it moved on because the line had a fault? Should openreach or plusnet knew this before a 2nd engineer came out for nothing? Will this happen again?
RealAleMadrid
Aspiring Champion
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Re: Very Slow Fiber speed after upgrade from ADSL

@MasterOfReality  So there are 2 faults in play here, a hot VLAN which restricts throughput because of congested backhaul and a ridiculously low downstream sync speed of 6.4Mbps when it should be somewhere near 40Mbps. In other words the Hot VLAN does not have any effect on the sync speeds so you need to investigate the poor speed as a separate issue.

wmackay
Grafter
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Registered: ‎10-09-2019

Re: Very Slow Fiber speed after upgrade from ADSL

So am I right in thinking the hot VLAN would only lower my download speed but my sync speed would be at 40Mbps. But as my sync speed is only 6Mbps then that is from a fault on the line and the hot VLAN isn't a factor because of the fault?

But what is the fault on my line? The router is in the test socket, plusnet's GEA service test isn't showing a fault and the openreach engineer didn't find anything on the second visit, unless his report shows different? So what is the way ahead?

Plusnet Help Team
Plusnet Help Team
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Re: Very Slow Fiber speed after upgrade from ADSL

Hey @wmackay,

 

Thanks for coming back to us.

 

It's difficult to ascertain whether a hot VLAN would have been present at the point where we've previously raised faults - this is something that we'd look for, especially in terms of sync/speed issues, so I would hedge towards "No", but wouldn't be able to say for certain.

 

As things stand, you're in sync at 40mb/s, so if you could let us know the outcome of a speed test via a wired connection we'll be able to respond to those results accordingly.

 

Best wishes

 

If this post resolved your issue please click the 'This fixed my problem' button
 Maddy S
 Plusnet Help Team


wmackay
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Re: Very Slow Fiber speed after upgrade from ADSL

I will get my son to check on it at the weekend as I am currently on holiday.  Hopefully it will be all fixed once I am back.

Plusnet Help Team
Plusnet Help Team
Posts: 1,122
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Registered: ‎06-08-2018

Re: Very Slow Fiber speed after upgrade from ADSL

No worries, just give us a shout when you've completed those checks.

 

Have a lovely holiday.

 

Thanks.

If this post resolved your issue please click the 'This fixed my problem' button
 Maddy S
 Plusnet Help Team


wmackay
Grafter
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Registered: ‎10-09-2019

Re: Very Slow Fiber speed after upgrade from ADSL

But looking at the Broadband section on my account, this is what I had got;

 

Your broadband service

  • Product: Unlimited Fibre
  • Estimated Download Range: 31 - 40Mbps
  • Estimated Upload Range: 4 - 7Mbps
  • Minimum Guaranteed Speed: 30.9Mbps
  • Current Line Speed (Download): 6.1Mbps

So is my sync / line speed only 6.1Mbps?

Plusnet Help Team
Plusnet Help Team
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Registered: ‎26-03-2018

Re: Very Slow Fiber speed after upgrade from ADSL

Hi @wmackay,

 

I've checked your line and it's currently syncing at the full 40mbps, with the connection profile also being set at 40 from our side. It appears that the line speed figure on your account hasn't yet updated and I'm sorry for any confusion that this has caused. Please let us know if there are still any connection problems when you're back at the property.

If this post resolved your issue please click the 'This fixed my problem' button
 Emily D
 Plusnet Help Team
wmackay
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Registered: ‎10-09-2019

Re: Very Slow Fiber speed after upgrade from ADSL

Thank you for the update. Hopefully it has been fixed and I should be able to update you at the weekend.

wmackay
Grafter
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Registered: ‎10-09-2019

Re: Very Slow Fiber speed after upgrade from ADSL

Just got my son to check my speed and it is disappointingly of 5.6Mbps on ethernet and wireless with the router in the test socket.
wmackay
Grafter
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Registered: ‎10-09-2019

Re: Very Slow Fiber speed after upgrade from ADSL

And this is the stats from the router.
Plusnet Help Team
Plusnet Help Team
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Registered: ‎06-08-2018

Re: Very Slow Fiber speed after upgrade from ADSL

@wmackay,

 

Well that's not very good. Can you update the ticket with another set of engineer slots I'm afraid we're going to have to go down the route of raising an escalation with Openreach on this one and keep pushing it up the chain until it's resolved.

If this post resolved your issue please click the 'This fixed my problem' button
 Joe
 Plusnet Help Team