Recent switch from an old "capped to 40mbps" service to "fibre only no phone", speed is same.

[#1]

For the past 5 years I've been on variations of a "capped to 40mbps" service from Plusnet, though my line is capable of a little bit more.  

Typical speeds reported by router were data rate (down ) 40000 but a maximum data rate of around 45000.

A few weeks ago I switched to a fibre service with no phone line, and there was no mention of a speed cap with this contract.

After switchover, the line dropped and reset and... I still have exactly 40000 down with a maximum data rate of 46212.  The value of 40000 down has been a constant for a number of years, never changing.

I assume from these figures that my down speed is still capped, a leftover from the old service?  

In addition, as I no longer have an analogue voice line, I imagined that the bandwidth allocated to voice would be reallocated to the fibre service, but this doesn't seem to be the case.  Is this also an oversight, or is such a service not offered?

Full stats from router  :

Product code:Plusnet Hub Two

Serial number:<redacted - can provide if needed>

Firmware version:v0.10.00.04201-PN

Firmware updated:30-Jun-2023

Board version:R01

GUI version:1.9 16_08_2022

DSL uptime:8 Days 17 Hrs 23 Mins

Data rate:7.732 Mbps / 40 Mbps

Maximum data rate:7.728 Mbps / 46.212 Mbps

Noise margin:5.6 / 8.1

Line attenuation:11.9 / 20.2

Signal attenuation:11.9 / 25.9

VLAN id:101

Upstream error control:Off

Downstream error control:Off

Data sent / received:46.6 GB Uploaded / 142.9 GB Downloaded

Broadband username:sheddyian@plusdsl.net

2.4 GHz wireless network name:<redacted>

2.4 GHz wireless channel:Smart (Channel 1)

5 GHz wireless network name:<redacted>

5 GHz wireless channel:Smart (Channel 36)

Wireless security:WPA2

Wireless mode:Mode 1

Firewall:On

MAC address:<redacted>

Software variant:-

Boot loader:0.1.7-PN (Thu Nov 30 09:45:22 2017)

Many thanks

Ian

[#2]

@Sheddyian From a quick look at those stats - thanks for providing them - I would hazard a guess there is a fault somewhere on the copper section of your connection, from the street cab to your home. The D/S SNR figure of 8.1dB is a fairly clear indication of this, as it should be around 6. I suggest you raise a fault via: https://www.plus.net/help/report-a-problem/ and let us know the response.

The 'bandwidth' allocated to the voice service is negligible, and for your line attenuation would not really be noticed if 'reallocated'.

[#3]

@Sheddyian    Looks like the service is still on 40Mbps downstream, I think I have seen other cases on the forum where the change to SOGEA has not been correctly applied.  All SOGEA connections should be up to 80Mbps down 20Mbps up.

@jab1  Don't believe this is a line fault, the high SNRM is because the line is incorrectly capped at 40Mbps.

[#4]

@RealAleMadrid I take your point and apologise if I'm wrong which it looks like I am . Teach me to answer a question late in the evening, especially when I'm dual-forumming.😀

[#5]

@Sheddyian  I agree with @RealAleMadrid , 

you're going to need to get a member of Plusnet staff to check and remove a potentially incorrectly provisioned 40Mb speed cap.

---

@Sheddyian wrote:

... as I no longer have an analogue voice line, I imagined that the bandwidth allocated to voice would be reallocated to the fibre service, but this doesn't seem to be the case.  Is this also an oversight, or is such a service not offered?

---

Unfortunately the voice bandwidth doesn't get reallocated to VDSL,  even if it was technically possible it might only add a few Kbits to the upload sync speed and hardly worth the effort.

However I recently went from FTTC to SoGEA, and my 72 or 73Mb download sync went up to 78 or 79Mb, which I can only assume came from the line becoming quieter from having the phone service removed.

[#6]

However I recently went from FTTC to SoGEA, and my 72 or 73Mb download sync went up to 78 or 79Mb, which I can only assume came from the line becoming quieter from having the phone service removed.

I would tend to agree, @Anonymous - it makes sense.

[#7]

Thanks for all the replies.

so how do I get Plusnet to remove the 40mbs cap?

[#8]

@Sheddyian Give them a call.

[#9]

I just called Plusnet, and spoke to a guy who seemed mildly exasperated at my questions, but was trying to be polite.

I pointed out this :  

Data rate:7.732 Mbps / 40 Mbps

Maximum data rate:7.725 Mbps / 45.847 Mbps

But he said because my contract gives a speed estimate of up to 40, I'm getting what I should be.  Which is kinda true.  But I do think that my never changing down speed of 40,000 is because there's something stuck there from when I was paying for the "up to 40" service that was actually limited to 40, regardless of line capability.

Possibly related, when I go to my account online and click "offers and upgrades" I get this error :

Sorry, something went wrong

We were unable start your order, this appears to be caused by the products in RBM not matching the active products on the account please confirm this and raise accordingly if this is the case.

The support guy said he will look into that and will get back to me, so I'll wait and see if messing with my account will remove the artificial 40 limit or not.

Failing that, how I can I summon someone who understands what I'm trying to get at here??!

thanks

Ian

[#10]

@Sheddyian 

It sounds like your new service has been provisioned on the 40/10 service rather than the unlimited 80/20 option. If it's not corrected then raise a complaint.

To be honest it will probably make very little differnce to your real world performance.