Unlimited Fibre Extra speed halved since last week

[#1]

For the last couple of years I've been getting around 50 down and 7-8 up. However, my internet connection went down earlier this week and now won't connect any higher than 28 down and 4 up.

I don't think a line fault is likely as it's stable - not dropping out, but obviously I'm not best pleased about the speed basically halving overnight. Is it likely an exchange problem? Outside of Plusnet's control?

I've ran the BT speed check and diagnostic and they say it matches the profile of my line, so somehow I've been getting faster speed than I should have for the past 2-3 years. Do line profiles change? Is it likely if I'd ran the speed check previously it would've said my line could support 50 and now no longer does?

Sadly stuck with no other options so normally just go with the cheapest FTTC supplier. Might be better off looking into a 5G hotspot connection when my contract is up.

Thanks for any advice,

Mike

[#2]

From my broadband account:

And BT speed checker:

[#3]

@michaelorchard 

See what the following says for your line (hide personal details if screen image posted).

https://www.broadbandchecker.btwholesale.com/#/ADSL 

Brian

[#4]

Hi Brian,

This is what I get by phone number:

And by address:

Thanks,

Mike

[#5]

@michaelorchard If your 'current line speed' is 51.8Mb/s and your profile as reported on the BT speed test is 17.85 - 25.51, there is a good chance there is a network error.

For Community members to be able to help, information from these two sites, as screenshots, posted as pictures within the topic, not as attachments:-

BT Broadband(obscuring your phone number) and BTW Performance Tester - Over a wired (Ethernet) connection if at all possible, please report the 'ADDITIONAL DIAGNOSTICS', and sight of the broadband connection status from your Hub (with the 'Username' obscured) would be a good starting point.

For the Hub One -

Navigate from the Home Screen to Troubleshooting > Helpdesk

For the Hub Two -

Navigate from the Home Screen to Advanced Settings > Technical Log > Information

It may also be a good idea to report the results of a Quiet Line Test - dial 17070 option 2 from a (preferably corded) phone. After the confirmation of your phone number, there should be total silence apart from the regular 'Quiet Line Test' announcement. Any other noise - report a PHONE fault first.

I appreciate you have run the BTW test - but was that over a wireless connection? and @bmc has request the broadband checker, but if the results are all in one post it is easier to compare results.

[#6]

Hi John,

Posted the broadband checker in reply to bmc above.

The BTW performance test was ran over wired connection to my TP Link VR400 - current connection stats are:

Up time being from the single restart I did earlier today since the drop earlier in the week to see if it would reconnect any faster.

Thanks,

Mike

[#7]

@michaelorchard Combining those results convinces me fairly well that there is a fault in the network, although it is strange there is no network speed recorded in the BTW checker (phone number) version.

However, for your line attenuation, I suspect the D/S SNR is a little low. Did you run the phone test  as requested in my post?

[#8]

Hi John,

Not yet as I don't have a landline phone to hand as have no other use for one. Is it worth buying one before reporting a fault?

Thanks,

Mike

[#9]

Mike, personally I would always have  a cheap wired handset available - they are an invaluable diagnostic tool on any copper provision, but looking at what you have posted, I suggest you report a broadband fault via: https://www.plus.net/help/report-a-problem/broadband/ , and see what response you get. Please let us know, and we can advise further if needed.

[#10]

@michaelorchard 

Have you tried a factory reset on the hub by pushing a paperclip or similar in the reset hole? Keep the switch closed for 25 seconds.

[#11]

@Baldrick1 Looking at the BTW speed test result, and the OP's router status report, I can't see that making a massive change - personally.

[#12]

@jab1 

Quite possibly but it’s a cheap and quick test. My reading of the fault is that the hub is in synch at 51Mbps with a SNR of 3.1dB, but only getting a download speed of half that. Amongst possible causes is the hub being in a screwed up state.

[#13]

@Baldrick1 I know it is getting late, but I can't see anywhere where the hub says 51mb/s - yes it says that on the -unreliable - product page, but neither the BT speed test nor the hubs actual figures are anywhere near that - in fact the test result says IP profile is 25.51Mb/s.

[#14 · Accepted solution]

@michaelorchard I'm more than happy to look at the line for you to see if I can find anything causing it. Can you fire across the username via PM please?