Speed gone from 18mb to 9mb

[#1]

I noticed the other week that my speed had halved especially the upload (went from 2.7mb to 0.5mbs) download went from 18 down to 9mb 

when i logged into my plusnet account i noticed that the package now says max down of 9 and max up of 0.5 when last month it was down of 18 and upload of 2.7 

im still paying the same price but im getting half the service anyone know why this is? its so slow 

[#2]

@elcliffo92 Welcome to the forums. What package/service are you on? I'm assuming FTTC with a long copper run from the fibre cabinet?

If you post the result of https://www.broadbandchecker.btwholesale.com/#/ADSL (obscuring your phone number) and the result of the 'Advanced Diagnostic' from https://speedtest.btwholesale.com/ we may be able to see what is/has happened.

You may find the speed test doesn't load - sorry if that happens.

[#3]

Yes i believe that is correct i am on the unlimited fibre package

I just applied for a new package out of curiosity and when i put my postcode in its saying i can have a 20-32mb package available but when login and i click upgrade package on my account it only says i can apply for the 90-10mb package so strange 

okay i will do that soon as i get home im at work at the minute 

[#4]

Use your phone number, not postcode.

[#5]

Strange says im getting 21.3mbs current line speed but its defiantly not 

okay ill see what it says with my phone number 

[#6]

This is what it says when i try to upgrade 

it says at the top sorry the package you clicked is no longer available

ill do some more tests when i get home  

[#7]

I suggest you follow the advice @jab1 gave you here:-

If you post the result of https://www.broadbandchecker.btwholesale.com/#/ADSL (obscuring your phone number) and the result of the 'Advanced Diagnostic' from https://speedtest.btwholesale.com/ we may be able to see what is/has happened.

You may have a fault with your service

Dan

[#8]

@elcliffo92 

Forget about the renewal package, the message comes up for me too, I think they want you to phone for renewals. Follow @jab1  advice, post the results and chances are they will pinpoint their problem far more quickly than waiting for the PN staff. It does sound like a line fault, again they'll suggest what you should do next.

Hope you get it sorted soon!

Mike

[#9]

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@elcliffo92 wrote:

Strange says im getting 21.3mbs current line speed but its defiantly not 

---

Having a good sync speed and getting a good DATA speed are not the same thing.  Poor data speeds point to issues with error rates or WiFi performance issues.  You'll need to work through the usual self-help diagnostic process to determine what is impacting the DATA speed.

Broadband is not going to work well if the "phone" line is not working properly.

Please perform a quiet line test - dial 17070 select option 2 using a corded phone plugged into the test socket behind the face plate of the master socket. It should be silent. A noisy phone line (or no dial tone) will have a marked adverse impact on the performance of broadband.

If the line is noisy or there is no dial tone, then a PHONE LINE fault needs to be raised with your phone provider. If this is PlusNet, you can report a fault on line using the button below.  From the Q&A list, choose the one which matches the problem, 'open' the 'section' and click the trouble-shooter link.  NB: If you receive a failure message (rather than a log-in prompt) then log-in to the user portal in a different browser tab and attempt to use the trouble-shooter again.

• Phone Faults

[#10]

@elcliffo92  Plusnet "Current Line Speed" is not an actual speed but a legacy internal profile which can restrict your speed if you are on a static WAN IP address. So if you are below this speed for any reason it is irrelevant, there is some other cause for the low speed.

[#11]

Okay so I ran some tests this morning these are the results

https://ibb.co/gDpgKZb
https://ibb.co/17jfYXj
https://ibb.co/rtsy67r
https://ibb.co/D4VdyD6

I could not attach them for some reason

[#12]

@elcliffo92 If you have checked your telephone for noise, as advised by @Townman , and it is clear, I would suggest you report a broadband fault via: https://www.plus.net/help/report-a-problem/broadband/

[#13]

Only thing is I don't have a psychical phone to do the test, I'll get one and report back

[#14]

OK. Unless you can get one fairly quickly, ignore the phone test and report the broadband error as my previous post.

[#15]

Right, there are some issues here for which you are going to need to dig deep!!  The maximum observed speed is around half the worst-case estimate for your line (21.3 vs 11.39).  Please do not bother with any more data speed tests - they tell us nothing useful.

You need to turn your attention to the router stats (sync speed, SNRM, attenuation and error counts).  The QLT test is your highest priority.  We / you could spend days musing over various stats which if your line is noisy is a total waste of everyone's time.  Argos sell a basic phone for change out of £7. Buy Binatone Corded Desk Telephone - Single | Telephones | Argos

If the line is noisy, then you can use the automated phone fault bot to report the fault and get BTOR on the case without the need to wait on the telephone or hope that a staff member comes to this topic and does a line test for you.

There are other things to consider, especially given that your speed (even when you thought it was good) is so slow for the estimates for your line.  Is the router connected to the master socket?  Are there any telephone extensions?  If yes, how are they wired?

Which router are you using?  If the Plusnet Hub One, then consider downloading router stats and running that 24x7 with a 10 second sample rate.