Reporting performance issues

[#1]

Does anyone else have issues reporting performance problems?

I'm on full fibre 300, but I have never experienced anything about 24Mbps. But that's not really the problem, the problem is the performance is very spiky. Sometimes it feels fast, other times it drops out - it cannot be relied on to hold a Zoom call open.

Attached an example of the performance suddenly dropping to 263KB/s.

How can I submit these observations to PlusNet?

[#2]

@MattRocks That specific example could be due to the source being slow, but what do you  get on a speed test from say, Speedtest.net or the ThinkBroadband speed tester?

If those don't give a reasonable result, report your issue via:https://www.plus.net/help/report-a-problem/

[#3]

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@MattRocks wrote:

Does anyone else have issues reporting performance problems?

I'm on full fibre 300, but I have never experienced anything about 24Mbps. But that's not really the problem, the problem is the performance is very spiky.

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On FF 300 and only getting about 24Mbps? I think that is the problem, no wonder it's "spiky"!

There is obviously something wrong somewhere. When did it last work correctly? What has changed since? How are you connected to the router, Ethernet or Wi-Fi?

[#4]

My ONT and Wi-Fi router are in the loft. I am unable to run a nearby cable test because my MacBooks/iPads don't have RJ45 NICs. I bought a USB to RJ45 adapter, but that might cap out at ~10Mbps.

Historically, the OpenReach installer observed 60Mbps using his OpenReach laptop, but said his corporate laptop configuration does not produce reliable observations. He opened a ticket for investigation. PlusNet concluded all works fine.  

The fastest RJ45 cable test I did was by connecting the RJ45 port on my smart HDTV (this demanded the payload), and logging onto router with MacBook over Wi-Fi to view diagnostics (this surfaced the observation). But the HDTV might cap out at 24Mbps and it could run a sample test only as I can't leave an RJ45 cable running through the house and into the loft.

The fastest test I can do is using the ~1Gbps Wi-Fi adapter in my 2024 MacBook. At 02:00 AM today, the short PlusNet speed test shows 40Mbps and BroadbandSpeedChecker.co.uk shows 10Mbps. This is the same MacBook that reported sustained downloads dropping to 263Kbps during the day.

[#5]

@MattRocks 

Have you checked which band your devices have connected to 2.4 or 5GHz?

I find with my laptop speed of 70Mbps or below are an indication of a 2.4Ghz connection.

Have you checked the cable between the ONT and the Routers is cat5e or above with a negotiated speed of 1000 Mbps?

[#6]

Note that you are reporting inconsistent units…

• mbps - BITS
• kBps - BYTES

The 263 figure has been quoted as both B and b - B is at least 8b.

This is most probably a WiFi problem, not a FTTP issue.

In that space, I suspect that your 1Gbps WiFi NIC is WiFi 6 or 7.  Does your router support those standards?