Fibre extra under minimum guaranteed speed

[#1]

hello, we are on the fibre extra package with a minimum guaranteed speed of 47mbps and currently get more like 30-35mbps. a weekend or two ago we did have a few days where it was close to 60mbps but for some reason it halved overnight despite no obvious drops or anything to lower the profile.

could the line be reset to see if that helps please?

[#2]

@louie_the_cat If there are underlying issues, a line reset will not help. Posting the results of BT Broadband (obscuring your phone number), the 'Advanced Diagnostics' from here: BTW Performance Tester , and your Hubs 'Help Desk' page (obscuring personal details) would be a little more useful.

[#3]

I have got some screenshots, we do not use the PlusNet hub router as we have a Tp-Link Archer vr600

thanks,

[#4]

@louie_the_cat Thanks for that information. Assuming the tests were run over an ethernet connection, there is obviously something amiss here. It is unfortunate that (a) the advanced diagnostics didn't run, but they quite often fail for some unknown reason, and (b) that you don't use a PN Hub. I have no experience of the vr600, but assume it has a page/window that gives data which shows (as a minimum) the connection speed, SNR values and DSL uptime?

The BT Broadband result (2nd picture)  is not really helpful either, as it is a fortnight out of date - not your fault. Would it be possible to try re-running both those BT tests again tomorrow to see if they run properly/give more up-to-date data?

[#5]

The DSL checker does show a Bridge Tap which suggests a problem with your wiring or close to the house.

How is your phone line - quiet when you dial 17070 option 2?

[#6]

@Mustrum Missed the Bridge Tap - my bad. Thought of the phone test later, but got side-tracked before I could add it as a suggestion.

[#7]

Hello @louie_the_cat

Thanks a lot for getting in touch and I'm really sorry to hear that you're having issues with your connection speed. I'll pop my GEA test results below, they show that the line is in fact syncing above the speeds we told you to expect on your contract. Download speeds are coming in at 64.9Mbps, while we advised you to expect between 44Mbps - 50Mbps. 

You'll see that the line is banded at 67Mbps, though it's still well above the expected speeds on your line, so I wouldn't request a DLM reset in this instance.

Have you made any changes to the internal set up at all? My tests aren't showing a Bridge Tap.  

I've a hunch that your issues may be caused by the wireless connection within the property, can you confirm whether the test shown above is over a wired or wireless connection? If it's wired, would you be able to somehow log into your TP Link router and find the data rate for me? If you were using the Hub One I'd have been able to provide steps to access it, not sure with third party routers though.  

KBD

GEA Test Detail
Circuit ID	NA	Service ID

Test Outcome	Pass
Test Outcome Code	GTC_FTTC_SERVICE_0000
Description	GEA service test completed and no fault found .
Main Fault Location	OK
Sync Status	In Sync
Downstream Speed	64.9 Mbps
Upstream Speed	17.0 Mbps
Appointment Required	N
Fault Report Advised	N
NTE Power Status	PowerOn
Voice Line Test Result	Pass
Radio Frequency Ingress	Not Detected
Repetitive Electrical Impulse Noise	Not Detected
Cross Talk	Not Detected
Estimated Line Length In Metres	413.1
Upstream Rate Assessment	Low
Downstream Rate Assessment	Reasonable
Interference Pattern	Regular Interference Observed Daily
Service Impact	No Impact Observed
Interference Duration Longest Occurrence	;00:00to23:45
Interference Location	Customer Premise
Interference Observed In Days	14
Home Wiring Problem	Not Detected
Downstream Policing Discard Rate	0.0
Customer Traffic Level	Upstream and Downstream traffic detected
Technology	VDSL
DP Type	External
Profile Name	0.128M-67M Downstream, Interleaving Low - 0.128M-17M Upstream, Error Protection Off
Time Stamp	2022-07-12T13:00:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	64.8 Mbps	64.8 Mbps	64.8 Mbps
Up Stream Line Rate	16.9 Mbps	16.9 Mbps	16.9 Mbps
Up Time	900.0 Sec	900.0 Sec	900.0 Sec
Retrains	0.0	0.0	0.0

[#8]

@adam945, the timestamp on that GEA Test is from nearly 2 weeks ago.  Could that be why it is showing a faster sync and no  bridge tap?

[#9]

I think that's an error on BT Wholesale's side to be honest, KBD tests are done in real time, I'll pop our RRT below as well which is always a day behind, looks to match the data shown on my GEA test.  

Good spot though