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poor / slow connection for days

Dabbler
Posts: 10
Thanks: 1
Registered: ‎04-09-2019

poor / slow connection for days

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

Timestamp: Thursday 12 November 2020 | 19:28:11
Ping: 25 Ms
Download: 17.35 Mbps
Upload: 9.42 Mbps
 

 

 

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

 

 

 

11 REPLIES 11
All Star
Posts: 675
Thanks: 214
Fixes: 22
Registered: ‎19-11-2008

Re: poor / slow connection for days

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:

https://faults.plus.net

Regards

Richard

 

 

 

 

 

 

Dabbler
Posts: 10
Thanks: 1
Registered: ‎04-09-2019

Re: poor / slow connection for days

Thanks Richard,

I filed a ticket, but no response. I disconnected the plusnet one hub and put in a Draytek 2762.

Screenshot 2020-11-14 at 5.53.19 PM.png

 

Screenshot 2020-11-14 at 5.49.58 PM.png

 

I've tried different cables, and done the whole test socket changeover. Service quality was always really good.

 

Screenshot 2020-11-14 at 5.56.23 PM.png

 

 

Dabbler
Posts: 10
Thanks: 1
Registered: ‎04-09-2019

Re: poor / slow connection for days

Screenshot 2020-11-14 at 8.14.48 PM.png

All Star
Posts: 675
Thanks: 214
Fixes: 22
Registered: ‎19-11-2008

Re: poor / slow connection for days

Hi
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

Dabbler
Posts: 10
Thanks: 1
Registered: ‎04-09-2019

Re: poor / slow connection for days

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?

 

 

Plusnet Help Team
Plusnet Help Team
Posts: 435
Thanks: 54
Fixes: 26
Registered: ‎30-03-2020

Re: poor / slow connection for days

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. 

 Noor
 Plusnet Help Team
Dabbler
Posts: 10
Thanks: 1
Registered: ‎04-09-2019

Re: poor / slow connection for days

So is it 72 hours between every reply? It's feels like it.

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?
Seasoned Champion
Posts: 1,280
Thanks: 553
Fixes: 28
Registered: ‎07-07-2009

Re: poor / slow connection for days

@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.🙂

 

Dabbler
Posts: 10
Thanks: 1
Registered: ‎04-09-2019

Re: poor / slow connection for days

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.

Plusnet Help Team
Plusnet Help Team
Posts: 17,878
Thanks: 5,655
Fixes: 955
Registered: ‎21-04-2017

Re: poor / slow connection for days

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
If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Seasoned Champion
Posts: 1,280
Thanks: 553
Fixes: 28
Registered: ‎07-07-2009

Re: poor / slow connection for days

@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.