22Mbps download speed too slow for a fiber broadband?

[#1]

We have upgraded to fiber 2 years ago and so far have not noticed any difference.

According to the BT speedtest,  https://speedtest.btwholesale.com, we have the download speed of 22.23Mbps and upload speed of 4.20Mbps.

This is the speed measured by my laptop connected to the modem via a cable.

My husband and I both work from home in IT roles and often experience 'bad connection' issues when on video calls on MS Teams.

I have phoned Plusnet customer service who have not been able to offer any solution so far, except for supplying us with a new modem.

Am  I right that our speed depends on the BT cable network in our area (perhaps ours an old network) ? we live near Edinburgh. I wish we could do something to improve our speeds. Any advice welcome.

 

[#2]

Am  I right that our speed depends on the BT cable network in our area (perhaps ours an old network) ?

@bluetail14 yes. It depends on how far you are from the FTTC cabinet (BT green box) and to a lesser extent the quality of the cabling between you and the cabinet. To get an idea whether your speeds are reasonable what do the estimates show for VDSL range A & B if you put your phone number into the Bt wholesale checker https://www.broadbandchecker.btwholesale.com/#/ADSL/telephoneHome. If you post the results then redact the phone number as this is a public forum

[#3]

@bluetail14 , welcome to the forums. If you are on a FTTC connection, the limitations are your distance from the FTTC cabinet, and/or network/local faults.

For Community members to be able to help, information from these two sites, as screenshots:-

BT Broadband(obscuring your phone number) and BTW Performance Tester - Over a wired (ethernet) connection, please report the 'Additional Diagnostics', and sight of the Help Desk tab from your Hub would be a start.

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 you phone number, there should be total silence apart from the regular 'Quiet Line Test' announcement. Any other noise - report a PHONE fault first.

If phone test is OK then take the front off your telephone master socket, you may need to remove two screws. In behind you will find the test socket. Plug a filter in here and connect that to your hub. If it’s still dropping out then report a fault at https://faults.plus.net.

[#4]

Hiya @bluetail14, thanks for getting in touch. I am really sorry for the issues that you are having with the speed and for the problems this causes you and your husband. 

I have tested your line and it does show that your sync speed is currently below the estimates we provided. Testing shows the line is banded (I will attach the test below) so I have first requested this be lifted, but testing does also show a bridge tap and cross talk detected. We will therefore likely need to look at sending an engineer for you. 

I have provided a more detailed response on your account here on a fault ticket:https://www.plus.net/wizard/?p=view_question&id=221543391. If you add a reply on the ticket, feel free to nudge us on here and we can pick that up for you. 

[#5]

Test Outcome	Pass
Test Outcome Code	GTC_FTTC_SERVICE_0000
Description	GEA service test completed and no fault found .
Main Fault Location	OK
Sync Status	In Sync
Downstream Speed	25.0 Mbps
Upstream Speed	4.5 Mbps
Appointment Required	N
Fault Report Advised	N
NTE Power Status	PowerOn
Voice Line Test Result	Pass
Bridge Tap	Detected
Radio Frequency Ingress	Not Detected
Repetitive Electrical Impulse Noise	Not Detected
Cross Talk	Detected
Estimated Line Length In Metres	929.5
Upstream Rate Assessment	Low
Downstream Rate Assessment	Low
Interference Pattern	Not Detected
Service Impact	No Impact Observed
Home Wiring Problem	Not Detected
Downstream Policing Discard Rate	0.0
Customer Traffic Level	Upstream and Downstream traffic detected
Technology	VDSL
Current 15Min Bin Retrains	0
Last 15Min Bin Retrains	0
DP Type	External
Profile Name	0.128M-25M Downstream, Retransmission Low - 0.128M-10M Upstream, Error Protection Off
Time Stamp	2022-01-15T19:15:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	24.9 Mbps	24.9 Mbps	24.9 Mbps
Up Stream Line Rate	4.3 Mbps	4.5 Mbps	4.5 Mbps
Up Time	280.0 Sec	900.0 Sec	899.0 Sec
Retrains	0.0	3.0	0.0

Current and Last 15 Minute Bin Performance
Parameters	Last Traffic Count(Upto 15 mins)	Current Traffic Count(Upto 15 mins)
Start Time Stamp	2022-01-28T18:47:12Z	2022-01-28T19:02:12Z
Ingress Code Violation	0	0
Egress Code Violation	0	0
Errored Seconds	0	0
Severely Errored Seconds	0	0
Unavailable Seconds	0	0

[#6]

Interesting, @LaurenB . With that line length the OP is not going to get close to 40Mb/s, it would be interesting to see what the unbanded figure is, but as you say, this needs investigation, and I suspect the unbanding will have little effect until the Cross-talk and Bridge tap are rectified.

Customers call, then.

[#7]

I'd agree with that @jab1, though when putting the OP's landline number into BT Availability Checker, we're seeing speeds up to 50Mbps. With them being on a 40/10 profile too, this should be fine.

[#8]

Strange, @adam945 . As I am aware that VDSL performance drops (quite steeply) depending on the copper line length, I did a bit of checking, and most reliable sites seem to suggest that a nearly 1km. line would drop the available speed, although admittedly the data I looked at was based on the connection being 80/20. I would still think the OPs connection speed would be affected by the very long copper run, though.

[#9]

Time will tell really @jab1

I suppose that's what DLM is there for, to band lines when disconnections increase in frequency, let's see how things go.