Horrendous broadband service - Last call for help.

[#1]

That sound [-Censored-]. At the absolute minimum they should run an initial test from the test jack behind your master socket.

Unfortunately a difference between ISPs in terms of what Openreach get away with. When I was with Plusnet the guy basically declined to investigate a noisy line at all. Based on what he picked up on his van radio he classed it as uncorrectable REIN. Actually that was a bad underground joint, but with PN it took a lot of effort to get OR to behave themselves. Our current ISP doesnt let them get away with thst sort of thing.  

[#2]

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@jab1 wrote:

@Dan_the_Van I thought of that too, but assuming the OP is on a 40/10 profile , the US data rate looks suspicious. Would that have any bearing?

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Do we know he's not on 40/2 which is what PN used to offer? 

Have we seen error statistics, without which we can't really conclude anything.

[#3]

Good point, @aesmith , but I would doubt it, given the short time they have been in the property,

[#4]

@aesmith 

first point it would have been 40/10 also know as Unlimited Fibre, but something has changed now with 'Fibre' (FTTC with no landline phone). How the profile is created would need to be understood.

Personally I would avoid any conspiracy theories regarding Openreach operation and stick to the facts based on evidence.

[#5]

The BTW test on post 5 would suggest he is on an 80 20 service.

[#6]

In that case, @Mustrum , much more than 'something' is horribly wrong.

[#7]

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@Dan_the_Van wrote:

Personally I would avoid any conspiracy theories regarding Openreach operation and stick to the facts based on evidence.

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The "evidence" as reported by the OP is that OR keep turning up and achieving nothing. Do you doubt that the CP is able to apply pressure to OR if they choose? Or that some CPs are more likely to do so?

[#8]

@aesmith 

The assumption is there is something wrong, but as previously stated (twice) they are downloading large amounts of data which will give them the symptoms they are complaining about.

[#9]

@Dan_the_Van 

As mentioned previously, the reason for the heavy downloads is because my partner bought a new gaming laptop and has been downloading games, games range anywhere from 20-100gb, we both also have a PS5 which is constantly download games and updates. 

BUT, as mentioned, these downloads are only allowed to run either in the evening, or we turn on our hotspots on our phones and use that to use the internet while things are downloading. If we didn't do that it would never get done. 

I am fully aware of the symptoms, hence why we know the internet is unusable while any other device is uploading/downloading. Doesn't matter if it's a 100GB game, or being sent or sending a picture on whatsap. 

@MisterW @jab1 

Another engineer is here now, he did that reset you spoke of and the upload went from 700kbps to 1.8mbps so that's better, he also believes there is a fault from the line to the socket in the house so is going to try and do something about that. 

[#10]

@MisterW @jab1 @aesmith 

He's changed a load of stuff, new socket, new crimps, new cable from outside the house to the socket inside the house, and did something at the exchange. 

It's fixed, FINALLY. I sent messages, sent videos and pictures and nothing happened, steams/gaming played as normal.... Here is the new log if you can spot any differences?

Product code:Plusnet Hub Two

Serial number:+108417+2320009460

Firmware version:v0.10.00.04201-PN

Firmware updated:14-Aug-2023

Board version:R01

GUI version:1.9 16_08_2022

DSL uptime:0 Days 0 Hrs 8 Mins

Data rate:1.697 Mbps / 26.62 Mbps

Maximum data rate:1.696 Mbps / 30.393 Mbps

Noise margin:5.7 / 8.9

Line attenuation:13.6 / 29.7

Signal attenuation:13.6 / 42.4

VLAN id:101

Upstream error control:Off

Downstream error control:Off

Data sent / received:15.6 MB Uploaded / 191.5 MB Downloaded2.4 GHz wireless network name:PLUSNET-3PC9FS 5hgz

2.4 GHz wireless channel:Smart (Channel 11)

5 GHz wireless network name:PLUSNET-3PC9FS 5hgz

5 GHz wireless channel:Smart (Channel 36)

Wireless security:WPA2

Wireless mode:Mode 1

Firewall:On

[#11]

@Roxiefrost 

Was

Data rate:800 Kbps / 26.077 Mbps
Maximum data rate:1.593 Mbps / 29.425 Mbps
Noise margin:19.1 / 8.8
Line attenuation:13.8 / 29.9
Signal attenuation:10.8 / 42.6

Now

Data rate:1.697 Mbps / 26.62 Mbps
Maximum data rate:1.696 Mbps / 30.393 Mbps
Noise margin:5.7 / 8.9
Line attenuation:13.6 / 29.7
Signal attenuation:13.6 / 42.4

So the noise margin has improved for the upload which has resulted in the improvement of that Data rate.

[#12]

@Dan_the_Van 

Thanks, I did spot it but didn't know the significance so hopefully that's a good change. I know its still horrendous but seems to of made a huge difference. 

[#13]

@Roxiefrost I agree - your connection is still far from acceptable, especially the upstream rate, and as an aside, given the maximum achievables in the BTw report, I wouldn't be paying for an 80/20 service, although I don't think there is much difference in the prices?

[#14]

Hi @jab1   
John 80/20 is the default for SOGEA these days, just did a search using my address, no 40/10 anymore!

[#15]

It's a shame the Plusnet router doesn't show error statistics. As mentioned by others the BTW test says the line has 80/20 IP profile, but the connection figures show it's not even trying to reach a decent upload speed. Could an incorrect profile be applied at the DSL level, limiting that sync speed? Or a high upstream error rate have resulted in banding being applied?