Speed capped on account?
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Speed capped on account?
07-12-2017 12:09 PM - edited 07-12-2017 12:10 PM
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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
Re: Speed capped on account?
07-12-2017 12:23 PM
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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.
Re: Speed capped on account?
07-12-2017 2:06 PM
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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.
Re: Speed capped on account?
07-12-2017 3:22 PM
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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
Re: Speed capped on account?
07-12-2017 3:55 PM
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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.
Re: Speed capped on account?
07-12-2017 4:01 PM
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Thanks Harry. I've responded to the ticket.
Re: Speed capped on account?
11-12-2017 12:19 PM
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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.
Re: Speed capped on account?
11-12-2017 9:18 PM
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Being a 'Community Veteran' I'm guessing you've checked what it says at Current Line Speed (login required)
Re: Speed capped on account?
12-12-2017 10:31 AM
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Yep, it says "Current line speed:Not set'
Re: Speed capped on account?
12-12-2017 3:37 PM
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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.
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