Cost Up, but Speed Down

[#1]

I have a Fibre to Cabinet connection and previously have had ~32M down, ~9M up,

Over the last few days found the system seems sluggish so started doing some tests using the BT Wholesale test site

Seems that my download speed is down by about 30%. Have done a HubOne reboot, this hasn't made any improvements.

all tests from static PC, using a cable connection back to the router, link speed is ~800M from PC to Router to NAS so it's not internal

Results are as follows

Summary of Performance Test (from Excel Sheet)
Timestamp Ping Download Upload          Tap1
Wednesday 1 March 2023 | 14:18:54 20 Ms 21.93 Mbps 7.74 Mbps
Wednesday 1 March 2023 | 15:13:42 12 Ms 22.15 Mbps 7.74 Mbps  23.07 Mbps 10 Mbps
Thursday 2 March 2023 | 17:57:40 26 Ms 21.76 Mbps 7.58 Mbps  23.07 Mbps 10 Mbps
Friday 3 March 2023 | 8:6:0 23 Ms 21.89 Mbps 7.73 Mbps 24.17 Mbps 10 Mbps
Saturday 4 March 2023 | 16:6:24 14 Ms 23.09 Mbps 7.79 Mbps 24.17 Mbps 10 Mbps
Monday 6 March 2023 | 19:8:47 28 Ms 23.05 Mbps 7.72 Mbps  24.17 Mbps 10 Mbps

I notice that the line speed after TAP1 testing is ~23M, back in January it was ~34M so it's down by 30%

CAn anyone comment or open up speed again at your end

[#2]

First thing to check: Is your phoneline clear? Dial 17070 (preferably from a corded phone), select option 2. Once your phone number is confirmed, there should be silence on the line except for the regular 'Quiet Line Test' message - any other noise, report a PHONE problem via: https://www.plus.net/help/report-a-problem/phone/

If the phone test passes, report a broadband problem via: https://www.plus.net/help/report-a-problem/broadband/

Let us know the result - if the tests come back as clear but you still have a problem, we need to investigate further.

[#3]

Hi @dougjbarnes1 

I'm sorry to hear you're getting lower than expected speeds, I've looked at your line and there isn't a fault showing on there but I can see that it isn't syncing above 24Mbps. 

Can you disconnect all devices that are not broadband and run another speed test via a wired connection please?

[#4]

2 runs last night, nothing connected apart from main PC via ethernet cable and relay Wifi unit also via ethernet

Tuesday 7 March 2023 | 17:2:59 18 Ms 23.05 Mbps 7.95 Mbps 24.17 Mbps 10 Mbps

Tuesday 7 March 2023 | 22:13:6 22 Ms 23.12 Mbps 8.01 Mbps 24.17 Mbps 10 Mbps

I would point out that until recently we have been getting 31-33Mbps download, since the last time we reported speed issues a good year ago.

It all seems to have started since Openreach were down our road installing what looks like full fibre provision so are we being throttled to encourage us to move up?

We've recently recommended Plusnet to a couple of facebook users telling them we were getting 32M, but with current performance I wouldn't recommend you

[#5]

@dougjbarnes1 Which router  are you using, please?

[#6]

Using Plusnet HubOne as supplied by you

[#7]

I am not Plusnet staff. OK, can you post a picture of (1) your Hubs Help Desk page (obscuring the username0 and (2) the WAN tab from your Error log, please?

[#8]

Information for Helpdesk agents
When contacting the Plusnet Broadband helpdesk, the agent might ask you for details about your Plusnet Hub. This page contains all of the information they are likely to request.

1. Product name: Plusnet Hub
2. Serial number: +081441+NQ70802124
3. Firmware version: Software version 4.7.5.1.83.8.289.1.3 Last updated 29/11/21
4. Board version: Plusnet Hub One
5. DSL uptime: 1 days, 06:26:08
6. Data rate: 8561 / 24968
7. Maximum data rate: 8561 / 46554
8. Noise margin: 6.1 / 15.0
9. Line attenuation: 30.3 / 22.0
10. Signal attenuation: 29.5 / 20.9
11. Data sent/received: 5.4 GB / 85.9 GB
12. Broadband username: **********@plusdsl.net
13. 2.4 GHz Wireless network/SSID: **********
14. 2.4 GHz Wireless connections: Enabled (802.11 b/g/n (up to 144 Mb/s))
15. 2.4 GHz Wireless security: WPA2
16. 2.4 GHz Wireless channel: Automatic (Smart Wireless)
17. 5 GHz Wireless network/SSID: *********
18. 5 GHz Wireless connections: Enabled (802.11 a/n/ac (up to 1300 Mb/s))
19. 5 GHz Wireless security: WPA2
20. 5 GHz Wireless channel: Automatic (Smart Wireless)
21. Firewall: Default
22. MAC Address: a4:08:f5:ad:fd:0a
23. Modulation: G.993.2 Annex B
24. Software variant: AA
25. Boot loader: 1.0.0

Event Log

Event Log This page summarises all the recent events that have been recorded on your Plusnet Hub. You can filter the events to show items related to a specific category. Category   Recorded events Time and date Message 03:59:17, 07 Mar. (1675625.400000) WAN operating mode is VDSL 03:59:17, 07 Mar. (1675625.400000) Last WAN operating mode was VDSL 03:59:16, 07 Mar. (1675624.110000) PPP IPCP Receive Configuration ACK 03:59:16, 07 Mar. (1675624.110000) PPP IPCP Send Configuration Request 03:59:16, 07 Mar. (1675624.100000) PPP IPCP Receive Configuration NAK 03:59:16, 07 Mar. (1675624.100000) PPP IPCP Send Configuration ACK 03:59:16, 07 Mar. (1675624.090000) PPP IPCP Receive Configuration Request 03:59:16, 07 Mar. (1675624.090000) PPP IPCP Send Configuration Request 03:59:15, 07 Mar. (1675622.960000) PPPoE is up -​ Down Rate=24968Kbps, Up Rate=8561Kbps; SNR Margin Down=15.1dB, Up=6.1dB 03:59:15, 07 Mar. (1675622.950000) CHAP authentication successful 03:59:15, 07 Mar. (1675622.910000) CHAP Receive Challenge 03:59:15, 07 Mar. (1675622.910000) Starting CHAP authentication with peer 03:59:15, 07 Mar. (1675622.910000) PPP LCP Receive Configuration ACK 03:59:15, 07 Mar. (1675622.900000) PPP LCP Send Configuration Request 03:59:15, 07 Mar. (1675622.900000) PPP LCP Receive Configuration Reject 03:59:15, 07 Mar. (1675622.900000) PPP LCP Send Configuration ACK 03:59:15, 07 Mar. (1675622.890000) PPP LCP Receive Configuration Request 03:59:15, 07 Mar. (1675622.890000) PPP LCP Send Configuration Request 03:58:25, 07 Mar. (1675573.190000) PTM over DSL is up 03:57:51, 07 Mar. (1675538.830000) PTM over DSL is down after 5717 minutes uptime 03:57:51, 07 Mar. (1675538.820000) PPPoE is down after 5717 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)] 03:57:48, 07 Mar. (1675535.740000) PPP LCP Send Termination Request [User request] 04:40:36, 03 Mar. (1332513.070000) WAN operating mode is VDSL 04:40:36, 03 Mar. (1332513.060000) Last WAN operating mode was VDSL 04:40:35, 03 Mar. (1332511.810000) PPP IPCP Receive Configuration ACK 04:40:35, 03 Mar. (1332511.810000) PPP IPCP Send Configuration Request 04:40:35, 03 Mar. (1332511.800000) PPP IPCP Receive Configuration NAK 04:40:35, 03 Mar. (1332511.800000) PPP IPCP Send Configuration ACK 04:40:35, 03 Mar. (1332511.800000) PPP IPCP Receive Configuration Request 04:40:35, 03 Mar. (1332511.790000) PPP IPCP Send Configuration Request 04:40:34, 03 Mar. (1332510.710000) PPPoE is up -​ Down Rate=24968Kbps, Up Rate=8315Kbps; SNR Margin Down=15.4dB, Up=6.1dB 04:40:34, 03 Mar. (1332510.690000) CHAP authentication successful 04:40:33, 03 Mar. (1332510.640000) CHAP Receive Challenge 04:40:33, 03 Mar. (1332510.640000) Starting CHAP authentication with peer 04:40:33, 03 Mar. (1332510.630000) PPP LCP Receive Configuration ACK 04:40:33, 03 Mar. (1332510.630000) PPP LCP Send Configuration Request 04:40:33, 03 Mar. (1332510.630000) PPP LCP Receive Configuration Reject 04:40:33, 03 Mar. (1332510.630000) PPP LCP Send Configuration ACK 04:40:33, 03 Mar. (1332510.620000) PPP LCP Receive Configuration Request 04:40:33, 03 Mar. (1332510.620000) PPP LCP Send Configuration Request 04:39:44, 03 Mar. (1332460.700000) PTM over DSL is up 04:39:10, 03 Mar. (1332427.030000) PTM over DSL is down after 8694 minutes uptime 04:39:10, 03 Mar. (1332427.030000) PPPoE is down after 8693 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)] 04:39:07, 03 Mar. (1332423.980000) PPP LCP Send Termination Request [User request] 03:45:11, 25 Feb. (810801.180000) WAN operating mode is VDSL 03:45:11, 25 Feb. (810801.170000) Last WAN operating mode was VDSL 03:45:10, 25 Feb. (810799.920000) PPP IPCP Receive Configuration ACK 03:45:09, 25 Feb. (810799.920000) PPP IPCP Send Configuration Request 03:45:09, 25 Feb. (810799.910000) PPP IPCP Receive Configuration NAK 03:45:09, 25 Feb. (810799.910000) PPP IPCP Send Configuration ACK 03:45:09, 25 Feb. (810799.900000) PPP IPCP Receive Configuration Request 03:45:09, 25 Feb. (810799.900000) PPP IPCP Send Configuration Request 03:45:08, 25 Feb. (810798.820000) PPPoE is up -​ Down Rate=23830Kbps, Up Rate=8273Kbps; SNR Margin Down=15.5dB, Up=6.2dB 03:45:08, 25 Feb. (810798.810000) CHAP authentication successful 03:45:08, 25 Feb. (810798.750000) CHAP Receive Challenge 03:45:08, 25 Feb. (810798.750000) Starting CHAP authentication with peer 03:45:08, 25 Feb. (810798.740000) PPP LCP Receive Configuration ACK 03:45:08, 25 Feb. (810798.740000) PPP LCP Send Configuration Request 03:45:08, 25 Feb. (810798.730000) PPP LCP Receive Configuration Reject 03:45:08, 25 Feb. (810798.730000) PPP LCP Send Configuration ACK 03:45:08, 25 Feb. (810798.730000) PPP LCP Receive Configuration Request 03:45:08, 25 Feb. (810798.730000) PPP LCP Send Configuration Request 03:44:19, 25 Feb. (810749.100000) PTM over DSL is up 03:43:45, 25 Feb. (810715.000000) PTM over DSL is down after 10727 minutes uptime 03:43:45, 25 Feb. (810714.990000) PPPoE is down after 10726 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)] 03:43:42, 25 Feb. (810711.930000) PPP LCP Send Termination Request [User request] 16:57:00, 17 Feb. (167126.370000) WAN operating mode is VDSL 16:57:00, 17 Feb. (167126.370000) Last WAN operating mode was VDSL 16:56:58, 17 Feb. (167124.770000) PPP IPCP Receive Configuration ACK 16:56:58, 17 Feb. (167124.760000) PPP IPCP Send Configuration Request 16:56:58, 17 Feb. (167124.750000) PPP IPCP Receive Configuration NAK 16:56:58, 17 Feb. (167124.750000) PPP IPCP Send Configuration ACK 16:56:58, 17 Feb. (167124.750000) PPP IPCP Receive Configuration Request 16:56:58, 17 Feb. (167124.740000) PPP IPCP Send Configuration Request 16:56:57, 17 Feb. (167123.330000) PPPoE is up -​ Down Rate=23830Kbps, Up Rate=8356Kbps; SNR Margin Down=15.2dB, Up=6.1dB 16:56:57, 17 Feb. (167123.310000) CHAP authentication successful 16:56:57, 17 Feb. (167123.260000) CHAP Receive Challenge 16:56:57, 17 Feb. (167123.260000) Starting CHAP authentication with peer 16:56:57, 17 Feb. (167123.260000) PPP LCP Receive Configuration ACK 16:56:57, 17 Feb. (167123.260000) PPP LCP Send Configuration Request 16:56:57, 17 Feb. (167123.250000) PPP LCP Receive Configuration Reject 16:56:57, 17 Feb. (167123.250000) PPP LCP Send Configuration ACK 16:56:57, 17 Feb. (167123.250000) PPP LCP Receive Configuration Request 16:56:57, 17 Feb. (167123.250000) PPP LCP Send Configuration Request 16:56:07, 17 Feb. (167073.090000) PTM over DSL is up 16:55:31, 17 Feb. (167037.670000) PTM over DSL is down after 2147 minutes uptime 16:55:31, 17 Feb. (167037.670000) PPPoE is down after 2146 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)] 16:55:28, 17 Feb. (167034.660000) PPP LCP Send Termination Request [User request] 05:09:08, 16 Feb. (38258.120000) WAN operating mode is VDSL 05:09:08, 16 Feb. (38258.120000) Last WAN operating mode was VDSL 05:09:07, 16 Feb. (38256.970000) PPP IPCP Receive Configuration ACK 05:09:07, 16 Feb. (38256.970000) PPP IPCP Send Configuration Request 05:09:07, 16 Feb. (38256.960000) PPP IPCP Receive Configuration NAK 05:09:07, 16 Feb. (38256.950000) PPP IPCP Send Configuration ACK 05:09:07, 16 Feb. (38256.950000) PPP IPCP Receive Configuration Request 05:09:07, 16 Feb. (38256.950000) PPP IPCP Send Configuration Request 05:09:06, 16 Feb. (38255.960000) PPPoE is up -​ Down Rate=23830Kbps, Up Rate=8288Kbps; SNR Margin Down=15.4dB, Up=6.2dB 05:09:06, 16 Feb. (38255.950000) CHAP authentication successful 05:09:06, 16 Feb. (38255.920000) CHAP Receive Challenge 05:09:06, 16 Feb. (38255.920000) Starting CHAP authentication with peer

[#9]

@dougjbarnes1 Report a broadband fault. Despite @csmith94 's post, there is something not right with your connection.

[#10]

I already have, they're looking at it

[#11]

Fair enough, but if they say there is no issue, let us know.

[#12]

@jab1 

What should be noted is: - DSL down

16th Feb 05:09

17Th Feb 16:55

from 25th Feb all the failures are around 03:45 in the morning with the latest being 04:40

Something else could be going on?

Dan

[#13]

@Dan_the_Van Now you mention it, very possibly. I'll have another think when I get back - just going out for a while now.

[#14]

@Dan_the_Van Following on from your comment about the timing of the drops, I wonder if the very high D/S SNR figure in the reconnection messages is pointing somewhere?

[#15]

@jab1 I would check for overnight maintenance for those days with the early morning drops.

6. Data rate: 8561 / 24968
7. Maximum data rate: 8561 / 46554
8. Noise margin: 6.1 / 15.0
9. Line attenuation: 30.3 / 22.0
10. Signal attenuation: 29.5 / 20.9

The down data rate and maximum data rate values are wide apart which is not really expected and a high snr.

Maybe @csmith94 can do some further checks