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Speed capped on account?

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Community Veteran
Posts: 6,824
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Registered: ‎27-10-2012

Speed capped on account?

Is it possible for someone to look at my account? I am constantly seeing throughput speeds of around 25Mbps max, despite being on an 80/20 service. It seems like there is some cap or something on my account.


I've tried technical support, who said they cannot provide support for FTTP and I have no idea how to raise a ticket these days.

The usual suspects I would normally pester seem to have moved on or haven't been online for some time.

Thanks

9 REPLIES 9
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Community Gaffer
Community Gaffer
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Registered: ‎25-03-2015

Re: Speed capped on account?

Welcome back @AndyH, nice to see you back in the forums, although it's disappointing to see that the way the phone call was dealt with has driven this.

 


@AndyH wrote:

I've tried technical support, who said they cannot provide support for FTTP

Absolutely incorrect. I've passed feedback on regarding this.

 

I can't see anything out of place on the account, but I'll discuss this with a colleague and get a fault ticket raised if we need to raise this to our suppliers for further investigation.

If this post resolved your issue please click the 'This fixed my problem' button
 Harry Beesley
 Plusnet Infrastructure Operations Professional
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Community Veteran
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Registered: ‎27-10-2012

Re: Speed capped on account?

Hi Harry

Thanks for the response.

I am running an Ubiquiti EdgeRouter connected to the Openreach ONT, so it's possible a firmware update has caused this. I will dig out an older router to test that to see if it makes any difference and let you know.

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Community Veteran
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Registered: ‎27-10-2012

Re: Speed capped on account?

Just an update, I've tried an old TG582N and the problem is identical - downstream speed seems capped around 22-24Mbps. 

 

I've got an old IPv6 trial login which I also tried and that was the same.


These are the results from the Ubiquiti Edge Router using iPerf3 (reverse mode):

 

[ ID] Interval           Transfer     Bandwidth       Retr

[  4]   0.00-10.70  sec  3.65 MBytes  2.86 Mbits/sec    0         sender

[  4]   0.00-10.70  sec  2.88 MBytes  2.25 Mbits/sec              receiver

[  6]   0.00-10.70  sec  3.29 MBytes  2.58 Mbits/sec   17         sender

[  6]   0.00-10.70  sec  2.88 MBytes  2.25 Mbits/sec              receiver

[  8]   0.00-10.70  sec  2.99 MBytes  2.34 Mbits/sec   15         sender

[  8]   0.00-10.70  sec  2.88 MBytes  2.25 Mbits/sec              receiver

[ 10]   0.00-10.70  sec  3.09 MBytes  2.42 Mbits/sec   57         sender

[ 10]   0.00-10.70  sec  2.88 MBytes  2.25 Mbits/sec              receiver

[ 12]   0.00-10.70  sec  3.02 MBytes  2.36 Mbits/sec   39         sender

[ 12]   0.00-10.70  sec  2.88 MBytes  2.25 Mbits/sec              receiver

[ 14]   0.00-10.70  sec  3.01 MBytes  2.36 Mbits/sec   44         sender

[ 14]   0.00-10.70  sec  2.88 MBytes  2.25 Mbits/sec              receiver

[ 16]   0.00-10.70  sec  3.15 MBytes  2.47 Mbits/sec   25         sender

[ 16]   0.00-10.70  sec  2.88 MBytes  2.25 Mbits/sec              receiver

[ 18]   0.00-10.70  sec  3.11 MBytes  2.43 Mbits/sec   20         sender

[ 18]   0.00-10.70  sec  2.88 MBytes  2.25 Mbits/sec              receiver

[ 20]   0.00-10.70  sec  3.21 MBytes  2.52 Mbits/sec   14         sender

[ 20]   0.00-10.70  sec  2.88 MBytes  2.25 Mbits/sec              receiver

[ 22]   0.00-10.70  sec  3.10 MBytes  2.43 Mbits/sec    7         sender

[ 22]   0.00-10.70  sec  2.88 MBytes  2.25 Mbits/sec              receiver

[SUM]   0.00-10.70  sec  31.6 MBytes  24.8 Mbits/sec  238         sender

[SUM]   0.00-10.70  sec  28.8 MBytes  22.5 Mbits/sec              receiver

 

 

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Community Gaffer
Community Gaffer
Posts: 5,174
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Registered: ‎25-03-2015

Re: Speed capped on account?

Thanks for running through some further checks to rule out the router.

 

It looks like our suppliers have got back to us requesting we book an engineer. Please could you respond to either the ticket on your account or the sms message that should have come through and I'll get that picked up.

If this post resolved your issue please click the 'This fixed my problem' button
 Harry Beesley
 Plusnet Infrastructure Operations Professional
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Community Veteran
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Registered: ‎27-10-2012

Re: Speed capped on account?

Thanks Harry. I've responded to the ticket.

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Community Veteran
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Registered: ‎27-10-2012

Re: Speed capped on account?

The engineer came and found no issues with the line. He tried a test account login and got full line speed.

 

He thinks that I've been capped your end, which would make sense as the downstream is consistent with ADSL2+'s upper limit.

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Hero
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Registered: ‎17-05-2013

Re: Speed capped on account?

Being a 'Community Veteran' I'm guessing you've checked what it says at Current Line Speed (login required)  Wink

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Community Veteran
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Registered: ‎27-10-2012

Re: Speed capped on account?

Yep, it says "Current line speed:Not set'

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Community Gaffer
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Posts: 5,174
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Registered: ‎25-03-2015

Re: Speed capped on account?

Apologies for the delayed response here.

 

Although the speed change history showed that the speed profile had always been Not set I was under the impression this dated back to when it was on one of the higher FTTP offerings that were available in the past, and if it was that way for a 100Mbps or 300Mbps connection, I didn't believe it would affect an 80Mbps connection.

 

We believe the speed issues you've mentioned should now be resolved, apologies for any inconvenience this has been causing.

If this post resolved your issue please click the 'This fixed my problem' button
 Harry Beesley
 Plusnet Infrastructure Operations Professional