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First 24 hours - is 984Kbps download speed normal to begin with?

dvorak
Moderator
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Re: First 24 hours - is 984Kbps download speed normal to begin with?

From home click 'Advanced Settings' and then click 'Technical Log'
Customer / Moderator
If it helped click the thumb
If it fixed it click 'This fixed my problem'
Dan_the_Van
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Re: First 24 hours - is 984Kbps download speed normal to begin with?

From yesterday's posts

Screenshot 2022-03-20 080457.png

Screenshot 2022-03-20 080347.png

Screenshot 2022-03-20 080425.png

High ping, was the test done using wired or wireless?

Connection in line with IP Profile.

Townman
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Re: First 24 hours - is 984Kbps download speed normal to begin with?

Key figures to share from the technical log are those indicating the noise margin and error correction.

Product code:Plusnet Hub Two
Serial number:*******************
Firmware version:******************
Firmware updated:Wed Nov 3 01:03:56 2021
Board version:R01
GUI version:1.3 10_03_2021
DSL uptime:28 Days 14 Hrs 57 Mins
Data rate:7.061 Mbps / 65.182 Mbps
Maximum data rate:7.068 Mbps / 66.286 Mbps
Noise margin:6.1 / 3.1
Line attenuation:9.0 / 19.7
Signal attenuation:9.0 / 25.1
VLAN id:101
Upstream error control:Off
Downstream error control:Off
Data sent / received:23.4 GB Uploaded / 409.1 GB Downloaded
 

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Mark_W_1
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Re: First 24 hours - is 984Kbps download speed normal to begin with?

Apologies for the delay.  Technical log is attached.

Townman
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Re: First 24 hours - is 984Kbps download speed normal to begin with?

That is helpful.

The line stats (attenuation) are not dissimilar to mine, however my DS is 15mbps faster than yours, though my SNRM is just 3dB

 

Is the router plugged directly into the master socket?

 

@Gandalf what does this look like from your side please?

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Mark_W_1
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Re: First 24 hours - is 984Kbps download speed normal to begin with?

The router is currently plugged into a single extension from the (unused) master socket.  On the extension is plugged in the filter, router and phone.

Townman
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Re: First 24 hours - is 984Kbps download speed normal to begin with?

Oh!!

What kind of extension wire?

Returned earlier this evening form visiting a friend complaining about slow speeds ... multiple extensions everywhere ... router on the end of the extension.  Removed the extensions, plugged the router into the "master" socket ... speed jumped from 3.3mbps t nearly 10mbps (ADSL).

All too often standard phone extension wire will cripple optimum performance.

As a bench mark, it would be helpful to you to find out what is the line speed when the router is plugged into the master socket.  TBH when I saw the difference between your stats and mine ... internal extensions did some to mind as a potential contributor.

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

Mark_W_1
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Re: First 24 hours - is 984Kbps download speed normal to begin with?

Router is now plugged into the master socket.  Technical log attached.

RealAleMadrid
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Re: First 24 hours - is 984Kbps download speed normal to begin with?

@Mark_W_1  Looking at the two sets of router stats your later post with the router in what you believe to be the master socket shows a higher attenuation which should not be the case, that is a longer cable length and as would be expected a lower sync speed (data rate)  around 8Mbps less so a significant difference. You need to re-examine your phone wiring to find where the external line enters the property and which socket it connects to because your results are the exact opposite of the expected behaviour.🤔

adam945
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Re: First 24 hours - is 984Kbps download speed normal to begin with?

Thanks for getting in touch @Mark_W_1 and I'm really sorry to see that your connection speeds are lower than those that we told you expect when you signed up. 

It's an odd one from our end, as tests aren't picking up any underlying issues, but both a KBD and RRT aren't showing the profile, and line issues have been detected. Going forward, I've raised a fault with BT Wholesale for further investigation, and have created an open fault ticket on the account for our Technical Support Team to monitor and keep you updated on. We'll be reviewing it again tomorrow to see whether an engineer visit might be required. 

 Adam
 Plusnet Help Team - Leeds
Mark_W_1
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Re: First 24 hours - is 984Kbps download speed normal to begin with?

@RealAleMadrid I thought the results were perverse, too!  I can confirm that the master socket is just inside the front door, inside a small cabinet that also contains the incoming electricity cable, meter and consumer unit.  The only thing I can think of that might explain the difference between the master socket connection and the extension connection is that, for the former, the router is sited very close to the electric meter etc, and perhaps there are issues regarding AC 'noise' from electrical fields?  Just a guess, but I'm no expert.

adam945
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Re: First 24 hours - is 984Kbps download speed normal to begin with?

Thanks a lot for getting back to us @Mark_W_1, while that might explain why throughput performance might be lower, it doesn't explain why tests on our side are bringing up extremely limited information, and why the broadband profile isn't visible. 

Openreach are now wanting to arrange an engineer visit, please could you respond to the SMS I've just sent advising when you'd be free for a visit. Smiley 

 Adam
 Plusnet Help Team - Leeds
Mark_W_1
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Re: First 24 hours - is 984Kbps download speed normal to begin with?

Thanks @adam945 , I have done so.

adam945
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Re: First 24 hours - is 984Kbps download speed normal to begin with?

That's all been sorted out for you @Mark_W_1 if you'd lke to have a look at the open ticket on the account Smiley I've also sent you an email with the details. 

 Adam
 Plusnet Help Team - Leeds