Router sync speed is 40 down, 2 up

[#1]

Not sure if we've ended up stuck on an old profile, but the Plusnet HubOne is only connecting at 40 down, 2 up. Wired speedtest confirms this. BT Wholesale checker reckons the line should be capable of a lot more than that. FTTC connection, not sure how far I am away from the cabinet though. Happy to DM the username to whoever needs it (it's a family member, so not _my_ account).

[#2]

@matthews 

What broadband package does the family member have?

I think that Plusnet had a package that was limited to 40 down / 10 up, though when I just checked my own line I was only offered the 80mbps version, so the 40mbps version may have been withdrawn for new customers?

If your family member is on the 40/10 package, then whilst the BT Wholesale checker may say that the line is capable of supporting much higher speeds, they will not achieve them without upgrading their service.

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[#3]

Thanks for the reply, but it's not the 40 down I'm questioning, it's the 2 up...

There was an old 40/2 profile which was removed back in 2017 in favour of 40/10

[#4]

@matthews Has this connection always been as slow on the U/L, or is it a recent development?

[#5]

@jab1 Not sure, I only got involved recently after experiencing the speed first-hand! It's been slow to use for at least the last month.

Set up a DMZ so that I could monitor latency from the outside and it's... struggling! 

[#6]

Yikes! Which router are they using, and are they on a contract, or paying the standard out-of-contract rates.

That TBB graph suggests there are issues. Are they heavy users, or just 'normal' - email and general browsing?

[#7]

@matthews 

As it's a Hub One can you post a screen shot of the >Troubleshooting >Help Desk. Make sure you redact your broadband username.

The graph looks like a busy network

EDIT: are you using a wired target device?

[#8]

Missed the Hub1 reference in the first post.

[#9]

@matthews 

FYI, when I was having issues with Upload speed a few years ago, the "official" BT / Plusnet policy was "We do not guarantee Upload speed".

The problem was, we didn't have any upload at all - not even a few kb/sec!

I had to explain to "Tech Support" how the internet worked, and that not having any upload at all meant that it was completely non-functional.

They wouldn't accept that, but as I suspected it must have been an issue further into the network, (not just my line), because it magically fixed itself a few hours later.

If you do end up reporting an Upload fault, I would be interested to hear what the response is now.

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[#10]

@jab1 Yeah it's a Hub One. Don't know any details about contract yet, but BT checker reckons full fibre is available so I think that's going to be the next step. Usage is browsing, social media, streaming, gaming (when they can!). No torrenting or big downloads (apart from games).

@Dan_the_Van Yes the DMZ destination is wired. I thought at first the graph was down to a busy network but I'm pretty sure they're not awake 24/7 😴

@Mr_Paul Thanks for the heads up. I've always found Plusnet support to be great for my own account in the past (had some line quality issues before the move to full fibre) but I did notice that only download speed was guaranteed. There's YouFibre available in the area as a nuclear option...!

[#11]

@matthews 

Are you able to post a screen shot of the Hubs Helpdesk page? It will be a good indication to the state of your connection and data usage

To avoid confusion it looks like this

[#12]

@matthews 

It sounds like the account has reverted to an old profile. You will either have to wait for a Plusnet Help Team member to come along or ring in. If you ring in. You will need to have been registered as an authorised person by the account holder or have the account holder with you.

Note that if you ring in there is a risk that you will speak to one of the less experienced agents who will tell you that you that the download is meeting the contracted speed and the upload is not guaranteed. If this happens you may need to be persistent.

[#13]

Just got them to send over a screenshot. Would appear that the sync speed is worse than it was the other day (which rules out my old profile theory).

[#14]

@matthews 

21 minute  hour DSL uptime does not look good, I would suggest using the fault reporting bot, this would need to be performed on the mobile phone registered on the account

https://www.plus.net/help/report-a-problem/ 

EDIT: hour not minutes DSL UP time

[#15]

@matthews I suspect they have a fault - the DSL uptime is low, and D/S SNR high.