Lower speed after contract renewal 70/20 to 53/20

[#1]

This is with Ethernet connected PC with all wi-fi devices switched off even though I used to get 70/20 with them all on.  I've powered cycled the hub to no effect.  As my new contract is cheaper than the old one has Plusnet lowered the speed?

The attached BTWholesale diagnostic report shows a maximum download speed of 55.52Mbps, so how was I getting 70/20 previously?  Is it deliberate policy or a fault condition which could be improved by a reset?

[#2]

@Surreyman Welcome to the forums. Plusnet cannot/will not have lowered the speeds - that is entirely down to the BT infrastructure, which presumably has seen a greater uptake of FTTC connections in your cabinet, which will reduce speeds.

What does BT Broadband say? Please post a screen shot, with your phone number obscured.

[#3]

I've attached the BT Line Report which seems to say the line is capable of 80Mbps download but a recent observation saw 59.9Mbps.

[#4]

Without knowing what your line length is - and I don't think that data is available on your Hub, it is difficult to say whether this is due to errors on the network, or as previously said, increased use of the cab, although that BTw report suggests that there maybe an issue. Can you post the Broadband and Technical information pages of your Hub (assuming it is a Hub2), obscuring any personally identifiable information?

A GEA test result from PN would also be useful. I note from the BTw report that you are close to (but above) the handback threshold.

[#5]

By line length if you mean from the cabinet it's about 150 metres and the cabinet is about 400 metres from the BT exchange.

It's a Hub 1 and I've attached the details and internet configuration.  I do not know what a GEA test is, can you explain please.

[#6]

@Surreyman Those details don't quite tell me everything - a screen shot of your Help Desk is more informative (Navigate from the Home Screen to Troubleshooting > Helpdesk) and post the result, obscuring personal details.

A GEA test is something Plusnet, rather than you, do, and provides further information.

[#7]

I thought I had attached the help desk screen but attaching the other file seems to have knocked it off.  Reattached below.

[#8]

Thanks for that - much more useful 😉

If you are on the Fibre Extra (80/20) service as that seems to indicate, you have a problem ( most likely in the BT/OR infrastructure) as your DSL uptime is extremely low, and your D/S SNR looks a little elevated.

Does the WAN tab on your Event Log include a number of up/down notifications?

[#9]

@Surreyman 

Are you by any chance on a fixed IP address?

[#10]

@Baldrick1 Good thought, but I'm still suspicious of that VERY low uptime.

[#11]

No, it changes every time I power cycle the hub and at other random times when I don't see it like at night, because I normally leave it powered 24/7.

[#12]

Isn't the uptime measured from the most recent power cycle, which was this afternoon?

[#13]

Here are the latest WAN up/down events.  Some of them late at night when I'm not online.

[#14]

PN would probably say these were 'acceptable', but I personally would dispute this - I have had no PPP drops on my line, other than two caused by software updates, in the 11 months I have had my current FTTC connection, and had an uptime of >250 days on my old ADSL connection (on a 'dodgy' line).

[#15]

It looks as though the DLM is "managing" the DS sync rate.

Both US & DS SNRM figures are high.  That is to be expected for the US as the line is in sync US at 20mbps which is the ceiling for US.

However for the DS, there is room for improvement as indicated by the max attainable speed figure, which effectively reports what the line might deliver is all were well with a 6dB SNRM.

I suggest that you raise a speed fault report - see below.