Horrendous broadband service - Last call for help.

[#1]

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@Mustrum wrote:

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

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But - I am on SoGEA, and am on a 40/10 profile.

[#2]

@Roxiefrost 

If you check the members centre under the Broadband tab you it will detail "Your broadband service".

Compare the speeds against this figure from your Hub

Data rate:1.697 Mbps / 26.62 Mbps (Up / Down)

If the "Minimum Guaranteed Speed:" is the key, is the MGS more that 26.26 Mbps then plusnet need Openreach

HTH

@jab1 maybe your ISP profile your connection differently, a discussion for another thread, maybe?

[#3]

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@Dan_the_Van wrote:

@jab1 maybe your ISP profile your connection differently

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Maybe - but this is a diversion from the OPs horrendous issue,   so I'll not pursue it.

[#4]

@jab1 

The danger here is assuming the OP has a 80/20 connection based on the BT performance test showing the upload profile being 20 Mbps.

The BT availability checker tells a different story, probably 40/10 Unlimited Fibre if the package was still available.

From what I can see Plusnet Fibre (SOGEA) product is one package intended to give the fastest speed not limited by a 40/10 profile. 

[#5]

@Dan_the_Van Point taken - but the OP (as far as can see), has not indicated which product they are supposedly on.

[#6]

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@jab1 wrote:

.... the OP (as far as can see), has not indicated which product they are supposedly on.

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I'm not sure whether I'm missing something in this thread - the product could affect the achieved data ratess, but it wouldn't affect the reported maximum data rates, would it?

The reported maximum upload data rate is still way below the minimum upload data rate of 5.8Mbps from the availability checker.

[#7]

@corringham I don't think you are missing anything - I agree with your final comment.

My thoughts, for what they are worth, are that there is something far from right with this customers connection, but it is not being addressed.

[#8]

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@jab1 wrote:

@corringham I don't think you are missing anything - I agree with your final comment.

My thoughts, for what they are worth, are that there is something far from right with this customers connection, but it is not being addressed.

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Ok, I was just confused by the apparent focus on the product, rather than the upstream data rate.

The experienced speeds will of course depend on the traffic on the connection, and the large downloads with a very low upload speed will make latency very bad and limit download speeds - as has been observed. However, they are symptoms, not the problem. So it is simply the low upstream data rate that needs be focused on.

[#9]

I've just had a thought (too late to edit my previous post) - is the fact that no engineer has actually fixed the issue (although the last one did improve upload data rate a bit) due to there not being any upstream minimum speed guarantee.

The downstream data rate is in the acceptable range - so therefore there is no problem from OR's perspective?

[#10]

You could be right - but I still think there is something that could be done. Taking everything into consideration - not just focusing on one aspect - I think there is something fundamentally wrong with the circuit/connection - but what do I know?

[#11]

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@jab1 wrote:

You could be right - but I still think there is something that could be done. 

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I agree that something could - and should - be done. However, I'm fearing that without Plusnet pushing OR the issue won't be accepted as a problem because the data rates meet the minimum guaranteed speed (so engineers just mark the job as fixed).

[#12]

So another update. 

Internet went to absolute [-Censored-] last night, worse than it's ever been so I rang Plusnet again and they sent out ANOTHER engineer who was here for about 4/5 hours - thinks there is damage to the line, is coming back tomorrow to replace a section of the line but needs landlords permission to dig up the old one. 

There is a tractor that goes over where the line is probably on a daily occurrence, dug up a small portion of it and said it was badly damaged??? I think flat was the word he used among others. Not dug deep enough.... 

Unsure why what the engineer did yesterday caused the internet to go into meltdown, but then would revert back to "decent" speeds, would happen every 5-10 minutes. And then another engineer thinks the lines damage. Maybe the fact it's trying to push through a slightly higher upload speed through a damaged line?

Oh and Plusnet actually picked up a fault last night, whereas all the other times they've said the line is fine.

Can't make this up.  

[#13]

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@Roxiefrost wrote:

There is a tractor that goes over where the line is probably on a daily occurrence, dug up a small portion of it and said it was badly damaged??? I think flat was the word he used among others. Not dug deep enough.... 

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At least there is progress in so far as a likely cause of the problem has been identified.

I believed OR specify a minimum depth of 250mm across a garden (or similar pedestrian traffic ground), and 350mm elsewhere. If it is just soil (i.e. not tarmac etc.) then I don't expect that even 350mm  would be enough for full protection from tractor traffic unless it is in a good conduit (and since it was described as "flat" I expect it is Direct-In-Ground).  I buried ethernet along my drive at 600mm.

They may not want to go much deeper though as there may electric cables at 600mm (different utilities have different standard depths).

[#14]

That section of the line and now been replaced, and dug as deep as they are allowed to. 

They have said to allow it a few days to stabilize but fingers crossed it's finally sorted.