Noisy phone line and slower than predicted broadband speeds

[#1]

Hi, I've had Plusnet FTTC for about a week now and the speeds have consistently been below those predicted when I signed up. The predicted speeds at sign up were 70-72 down (guaranteed min 65.9), but the range given on my broadband login page has recently changed to 48-54 down (which is what I'm getting). I know there is supposedly a 10 day period where the connection can improve, but that seems unlikely with this downturn in predicted speeds.

Why has the predicted speed suddenly changed? I also have a noisy phone line - I did I quiet line test and there was a good bit of white noise coming through. I chatted to some openreach guys in the street the other day and they said my line to the cabinet is so short I should definitely be getting around 70 down and that there is probably a fault on the line.

Can anyone offer any advice on how to get my speeds up to the levels originally promised please?

My stats are below. Thanks,

Will

[#2]

Morning Will
As you have said. That you have a noisy phoneline.this needs reporting as a phone fault and not a broadband fault. Once the fault has been cleared then your speeds should increase.

[#3]

Thanks for the suggestion. I raised this today and and engineer is coming out tomorrow to take a look. Fingers crossed they'll be able to get it running properly.

[#4]

Keep us updated
As a side note. It may be worth asking the engineer to do a DLM reset once the phone fault has been cleared. This will bump the speeds back up to where they should be

[#5]

Hi there, I've just checked over your account and can see an engineer was out for us working on this yesterday and it should be fixed now. Please do shout up if there's still an issue though. - Adam

[#6]

Hi @adamwalker. Partially fixed is how I would describe it. Engineer found no obviously faults so reset the DLM as @Shep41 suggested. The result is a slightly higher sync speed with speed tests returning around 60mbps at best. Still slightly short of the 65.9 min guaranteed speeds, but I'm hoping it might improve further in coming days.

If we could keep the case open until we know if the line has improved to full potential that would be great.

Thanks,

Will

[#7]

Hi there, line tests are showing that the router is connected at 64.5mbps currently so you should be getting close to that now, do you have the router plugged into the master socket? - Adam

[#8]

Hi Adam, yep it's in the master socket with no extensions/spurs coming off it.

Is the min guaranteed speed measured against sync speed or a device speed test? My test results are based on ethernet to laptop and no other devices using the net.

[#9]

The speed is what is reported by your router. So it's the sync speed.👍

[#10]

Thanks for confirming that. It's now crept upto 65.9 sync speed which is exactly the min guaranteed speed so all good now from that point of view, just!

[#11]

Hey @willchappell86,

I'm glad to see the speed's gone up a bit there, how are things looking on your end today?

[#12]

Hi, still syncing at exactly the min speed of 65.9 with speed tests consistently returning around 60 down.

Does DLM tend to stick where it is if it hasn't changed for a few days?

[#13]

The line isn't banded at the moment, so it may be worth us keeping an eye on how the line performs over the next few days. Please could you let us know if you notice any dips in the speed?

[#14]

Good morning,

The sync speed briefly rose to just over 66 earlier this week, but since then there have been a series of drops and re-syncs reducing the speeds in small incrimants. As of now, the line is syncing at 65.8, but the downward trend isn't great.

Weirdly, yesterday I received an email from plusnet, titled "about your broadband speed", which claimed the current actual speed is 78. Where has this come from?

The router sync is now slightly below min speed and trending down so I fear there is still some kind of issue on the line that needs further investigation.

[#15]

@willchappell86 Unfortunately the Plusnet Current Line speed which I guess is what you are referring to, is not an  actual speed at all but a legacy Plusnet profile used to cap speeds for customers with Static IPs so basically useless information.

If you are getting drops and resyncs it does look like there could be a line fault needing investigation.