New customer - low speeds

[#1]

Thanks for those two screen shots. for some reason you appear to be losing authorisation, but not connection to the network.

As a mere Community member, there is unfortunately little more I can suggest, but hopefully one of the Help Team will step in and perform some further checks.

I know they don't always read the full topic, but there is an obvious problem with the upload, and, to me at least, I would be expecting a download profile closer to 40Mb/s given your attenuation.

I am assuming the these tests are over wired (ethernet) connection?

[#2]

Yes, wired directly to one of the ports on the back of the Hub One.

Looking at those figures, I'm not sure how they contracted to provide a minimum of 59Mbps down - maybe they looked at the low figure for impacted VDSL of 67.2?

But I was most interested in the upload speed of ~10Mbps as Zoom calls etc get a bit ropey at lower rates (for the people at the other end).

My comment about throttling back was in respect of Sky - they sent me a new (ADSL) router at one point and my upload dropped from around a barely usable 900kbps to 300kps.  After going blue in the face arguing the facts, they remotely turned the wick back up to restore the 900k.  It was probably a ploy to sell me fibre.

I was very surprised with the upload rate of around 1.6Mbps with the new PlusNet hub which is not startlingly different to the Sky ADSL.

I called support this afternoon and after running some tests, they made an appointment for someone to come to investigate.

Thanks for your input - it's really helpful to share tools that aid understanding

[#3]

So, are you on an 80/20 product? - if so those figures are shocking, and something - maybe even at the Plusnet end, is horribly wrong.

Sorry, but my experiences of SKY - all family related - have persuaded me not to touch them with a long barge-pole, they are the most untrustworthy ISP I can think of - and there is plenty of competition.

The only way any ISP on the BT infrastructure can 'throttle' you is via the IP profile, although external factors can come into play and make it appear the ISP is at fault.

Not really surprised they have arranged a BT/OR visit, there is definitely something way out of sync. Keep us informed.

[#4]

Hey @lewesian

Thanks a lot for getting in touch and I'm sorry to hear that you're having problems with your connection. I've run some tests on the line this evening which is showing a loop fault inside the property, this is usually caused by a short circuit somewhere, perhaps somewhere in and around the master socket.

I can see that an engineer appointment has been arranged for Saturday, feel free to reach out if you continue to have any issues afterwards.

[#5]

Thanks, Adam
I unscrewed the master socket to access the test socket and remove the load of the house wiring and yes, I can get 50 down and 20 up, which is the ideal.
I’ve removed all phones and checked the phone distribution point (to the house RJ11 points) which looks ok, but with the extra impedance, the rates drop.
Of course, we should expect some load to the VDSL from wiring itself and REN of the phones.
Ideally the house wiring should be fed post-filter at the master socket or from the output of the DSL filter, which is not actually the case.
Let’s see what the engineer has to say, later. Hopefully it’s something obvious.

[#6]

Master socket was changed and speeds have improved. Download varies 40~50mbps, upload 3.5~10mbps. There’s still something strange going on that the engineer couldn’t explain - there is only a 10m cat5e fed from the master socket to where the phone sockets are distributed , but at the other end of that the rates are 20~30 down and 2~3 up. There were no shorts or issues found in that wiring. For now I’ll run with it and see how stable it is.

Is the loop-back test still showing an issue or has the master socket change addressed that?

[#7]

@lewesian I can't explain the difference on the two ends of the Cat5e cable - not a network engineer, but they are strange.

[#8]

Hello @lewesian

Thanks a lot for getting back in touch and I'm sorry to hear that the speeds you're getting are still below the minimum promised speed that were advertised on your contract. Tests on the line are still showing a loop fault. The next course of action here would be to raise this issue with an Openreach engineer, rather than a Qube engineer who attended last time round.

I've just popped a comment on the open ticket on the account, asking you to state your availability for an Openreach engineer visit. Please let me know once you've responded and I'll get an appointment arranged.