poor / slow connection for days
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- poor / slow connection for days
poor / slow connection for days
12-11-2020 7:43 PM - edited 12-11-2020 7:52 PM
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Hi,
Struggling to get download speed over 18mbps. about 2 weeks back i would average 40. Its making working from home a little tricky. I have done router reboots, changed filters, jiggled cables, no change. Can anyone see anything on line test? I tried support line, waited over an hour, chat is offline all day.
cheers
BT WholeSale Diagnostic test
1. Product name: | Plusnet Hub |
2. Serial number: | +081441+NQ73100039 |
3. Firmware version: | Software version 4.7.5.1.83.8.263 Last updated 07/09/19 |
4. Board version: | Plusnet Hub One |
5. DSL uptime: | 0 days, 00:24:58 |
6. Data rate: | 10193 / 33478 |
7. Maximum data rate: | 10193 / 58926 |
8. Noise margin: | 6.5 / 13.3 |
9. Line attenuation: | 25.4 / 19.8 |
10. Signal attenuation: | 25.3 / 19.6 |
11. Data sent/received: | 112.5 MB / 2.9 GB |
18. 5 GHz Wireless connections: | Disabled |
19. 5 GHz Wireless security: | WPA2 |
20. 5 GHz Wireless channel: | Automatic (Smart Wireless) |
21. Firewall: | Default |
22. MAC Address: | |
23. Modulation: | G.993.2 Annex B |
24. Software variant: | AA |
25. Boot loader: | 1.0.0 |
Re: poor / slow connection for days
13-11-2020 4:28 PM
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Hi @neilru
Plusnet have closed the chat facility but have left the links littered all over the website 😞
These days we have to call Plusnet (and sometimes wait ages on the phone) or use social meeja, "TwitBookFace" or know about the online troubleshooting process...
Your Router info page is showing that:
The download synch speed is 33 Mbps but has a high noise margin of 13 dB
If the noise margin was reduced to the typical level, the VDSL could theoretically synch at 59 Mbps!
However, your 17 Mbps speed is much less than 33 Mbps, was this speedtest on a device connected using WiFi?
If so could you retest using a computer connected by an ethernet cable to the router?
If you browse to https://www.broadbandchecker.btwholesale.com/#/ADSL and enter your phone number the website will report the expected speeds for the Openreach infrastructure /telephone line to your house.
If your synch speed is much less than expect speeds, I recommend you raise a fault with Plusnet using the troubleshooting process at:
Regards
Richard
Re: poor / slow connection for days
14-11-2020 5:55 PM - edited 14-11-2020 5:57 PM
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Thanks Richard,
I filed a ticket, but no response. I disconnected the plusnet one hub and put in a Draytek 2762.
I've tried different cables, and done the whole test socket changeover. Service quality was always really good.
Re: poor / slow connection for days
14-11-2020 8:16 PM
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Re: poor / slow connection for days
14-11-2020 8:25 PM
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From the BT estimate your synch speed (33.9Mbps) is below the minimum (44Mbps).
Plusnet should be in contact to arrange a Openreach tech visit.
However, you stated that speedtest were only around 18 Mbps.
Were these over WiFi?
Richard
Re: poor / slow connection for days
21-11-2020 9:09 PM
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Hi, Speed tests are on my Google Wifi device, which is wired to the modem.
The app displays historical trends. Im clearly capped at 30mb down.
i've tried every config possible on the Modem (draytek 2762).
are support teams heavily understaffed? Whats the typical repsonse rates on support cases?
Re: poor / slow connection for days
22-11-2020 3:05 PM
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Hello @neilru
I understand that you already have a Fault raised on your account, the Faults Team aim to respond within 72 hours and your last reply was on the 20th of November. Please feel free to get back in touch after that timescale if nothing has progressed.
Re: poor / slow connection for days
24-11-2020 7:02 AM
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It's been 4 days now since I've heard anything. It feels like my line has a cap on it for some reason. I'm paying for 67 and it won't go higher than 30. Speed tests go straight to 30 and stop there.
Is anyone able to check if my profile has been set to a lower profile?
Re: poor / slow connection for days
24-11-2020 7:52 AM
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@neilru It looks to me that your line has been banded by Openreach DLM to 35Mbps sync speed. That is why the SNRM is so high. Plusnet should be able to easily check this but they don't seem to bother much with speed faults at the moment.
You need to ask them for a DLM reset which will remove the cap. Hope you can get it fixed.🙂
Re: poor / slow connection for days
24-11-2020 10:33 AM
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Thanks I did suggest that to them, back on the 15th, but they sent me straight to putting the micro filter in the master socket.
I'm trying not to complain, but its below par now for weeks and then when I log a fault its more weeks.
Re: poor / slow connection for days
24-11-2020 10:51 AM - edited 24-11-2020 10:52 AM
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Thanks for getting back to us @neilru and apologies for the delay.
From reviewing this I can see that your speeds fluctuating vastly for example 4 days ago your sync speed was around 33mbps. Having tested your line today your sync speed is 63mbps. This would be the underlying issue behind your connection getting banded, although from what I can see your speeds have never been restricted by the banding itself.
Our tests today are also showing an extremely high amount of errors which would likely be the underlying issue. I've reported this to our suppliers and we should receive an update from their diagnostics team within 24-48 hours. This may either be a request for us to book an engineer visit with you or they'll send an engineer out externally.
[edit]
Here's the latest test results if you're interested:
GEA Test Detail | |||
Circuit ID | NA | Service ID | [redacted] |
Test Outcome | Fail | ||||
Test Outcome Code | GTC_FTTC_SERVICE_1113 | ||||
Description | Downstream ES and SES have exceeded threshold from real time check. Continue submitting trouble report | ||||
Main Fault Location | CI | ||||
Sync Status | In Sync | ||||
Downstream Speed | 63.7 Mbps | ||||
Upstream Speed | 10.4 Mbps | ||||
Appointment Required | N | ||||
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 | 682.9 | ||||
Upstream Rate Assessment | Reasonable | ||||
Downstream Rate Assessment | Very Good | ||||
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 | ||||
Current 15Min Bin Retrains | 1 | ||||
Last 15Min Bin Retrains | 0 | ||||
DP Type | External | ||||
Profile Name | 0.128M-35M Downstream, Retransmission High - 0.128M-20M Upstream, Error Protection Off | ||||
Time Stamp | 2020-11-12T19:00:00 |
Parameters | MIN | MAX | AVG |
Down Stream Line Rate | 34.9 Mbps | 66.9 Mbps | 36.3 Mbps |
Up Stream Line Rate | 10.1 Mbps | 16.5 Mbps | 10.3 Mbps |
Up Time | 0.0 Sec | 900.0 Sec | 893.1 Sec |
Retrains | 0.0 | 6.0 | 0.0 |
Current and Last 15 Minute Bin Performance | ||
Parameters | Last Traffic Count(Upto 15 mins) | Current Traffic Count(Upto 15 mins) |
Start Time Stamp | 2020-11-24T10:24:34Z | 2020-11-24T10:39:34Z |
Ingress Code Violation | 0 | 0 |
Egress Code Violation | 1116 | 105 |
Errored Seconds | 423 | 65 |
Severely Errored Seconds | 191 | 33 |
Unavailable Seconds | 0 | 53 |
Re: poor / slow connection for days
24-11-2020 5:37 PM
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@neilru I would tend to disagree with @Gandalf regarding your speeds never being affected by banding. They certainly were on the 12/11/20 which is the out of date profile time stamp. If you look at the Profile Name in the GEA test it states 0.128M-35M Downstream, Retransmission High i.e. banded at 35Mbps which is also the minimum speed shown in the parameters columns.
However your sync speed is now much higher so you aren't banded but seem to be getting a lot of errors so unfortunately an engineer visit is probably necessary.
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