IP Profile speed drop

[#1]

Hi, my speeds have dropped quite considerably over the last few days and restarting my router hasn't done anything.

Referencing this thread : https://community.plus.net/t5/Broadband/IP-Profile-speed-drop/td-p/1833996

Seems my line is restricted to only 16Mb download speeds and 20mb upload but as you can see I'm not even getting that (see attached screenshot)

Any idea if there is some restriction on my line that has happened as I need to get this resolved asap as my partner and I both work from home.

I'm on Fibre so should be and I was getting far higher speeds, can anyone help?

[#2]

[#3]

@caldwellmark83 Looking at that you have a problem, definitely. Which router are you using?

[#4]

Hi John, thanks for your reply.

I am using Plusnet Hub One.

[#5]

In that case, can you follow the below, please, although I suspect the result to be 'report a fault'.

For Community members to be able to help, information from these sites, as screenshots, posted as pictures within the topic, not as attachments:-

BT Broadband Availability Checker (obscuring your phone number), where a landline phone is no longer supplied or known use the address version BT Broadband Address Availability (obscuring your address)

BTW Performance Tester - Over a wired (Ethernet) connection if at all possible, please report the 'ADDITIONAL DIAGNOSTICS'- if it will run. This test is recommended to be performed with only one device connected.

Sight of the broadband connection status from your Hub (with the 'Username' obscured) would also be of help.

For the Hub One -

Navigate from the Home Screen to Troubleshooting > Helpdesk

For the Hub Two -

Navigate from the Home Screen to Advanced Settings > Technical Log > Information

Where the phone line is still active, it may also be a good idea to report the results of a Quiet Line Test - dial 17070 option 2 from a (preferably corded) phone. After the confirmation of your phone number, there should be total silence apart from the regular 'Quiet Line Test' announcement. Any other noise - report a PHONE fault first.

If you are unsure about any of the above, please just ask - I am happy to help.

[#6]

Weirdly nothing comes up when I try to search on https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome even just by postcode

And unfortunately, I don't have an ethernet cable so I just ran the test wirelessly again...

and for 

For the Hub One -

Navigate from the Home Screen to Troubleshooting > Helpdesk...

and unfortunately, I've no phone to test the line

[#7]

Pity you don't have a phone, but what you have posted is enough - report a broadband fault via: https://www.plus.net/help/report-a-problem/  and please let us know the response.

[#8]

Using the word unfortunately too many times here! but I did try that and I got a message to say I needed to respond with the word FAULT and my landline number but I don't know it and can't find it under my account, I checked under Manage Account and the telephone number listed there is my mobile number

[#9]

Your phone number is shown on the page that opens when you click 'Manage account details'.

[#10]

Yeah that's what's a bit confusing as the Telephone number just has my mobile number in it, when I signed up I got email...

Remember, your new service does not include a home phone   • If you have a home phone number, you'll lose it as part of this order.   • There will be no dial tone and you won't be able to make or receive calls, including emergency calls, on your home phone. To dial the emergency services you'll need to use a mobile phone.   • Any services and personal alarms which are connected to your home phone service will stop working and you'll lose your existing home phone number.   • If you later decide to switch back to a broadband and landline service, you won't be able to use your previous home phone number and will receive a new phone number.

Your broadband speed   Here's all the speed details you need to know. Fibre has an average speed of 50Mb download and 9Mb upload. At peak times, we estimate that you'll get the following speeds on your line: Download: 64 - 72Mb Upload: 0.5Mb Minimum Guaranteed Speed: 58.3Mb.

I think I'm just on the Fibre product, although I thought you still had a phone number with this but in the case of my contract I just can't attach a phone for calls.

Sorry, I find this all a bit confusing so thanks for the help

[#11]

Ah, so you are on a SOGEA  connection, which as you were told does not have a phone element. Your only option in that case is to call in and report the fault - 0330 123 9123.

[#12]

Thanks John, I've been googling how to find it out so been going round in circles, I'll give them a call

[#13]

Redacted - someone transposed two digits ... 

Thank you @MisterW ... though the speeds being seen match the profile of the transposed digits modulation speed!

[#14]

I think you've got some 2s and 3s missplaced there @Townman , its reporting 993.2 (VDSL) but to be fair, the upstream does look mighty wrong!

[#15]

Getting worse, just carried out another test. Is there any way to escalate on here as seems easier to diagnose and solve with screenshots etc than over the phone?