Broadband minimum speed guarantee not met consistently

[#1]

My minimum guaranteed speed on my Unlimited Fibre Extra package is 36mbps.

I have been getting anywhere from 20-27mbps whilst using a Cat 6A cable connected to my laptop.I have also been getting high latency at times- anywhere from 50-80ms ping. It is quite erratic, sometimes I get 6ms then it'd instantly jump up to 83ms.

If anyone could help me by monitoring the network etc. I'd appreciate it very much.

[#2]

Hi

How are you measuring your speed?  Your Minimum Guaranteed Speed is based on your sync speed which will always be faster than what you can get on speed tests, though something doesn't sound right with your pings either.

Could you post what the Availability Checker says (blanking out your phone number if you post a screenshot), and also your router stats.  If you're using a Plusnet Hub One then this will be on the Helpdesk tab (again blanking out your username).  If you're using a different hub then if you say what it is, then I'm sure someone will be able to help you find the details.

[#3]

Hi @Slater11_, thanks for getting in touch and I'm sorry to hear you've been seeing speed issues as of recent.
Checking over your connection from this side currently I can see we're seeing the full 40Mbps download and 10Mbps upload reaching your router currently with no signs of this having been lower over the last few days. On top of this, we're also no detecting any errors or underlying issues that we'd usually see in line with a ping spike issue. It hints then, it could be something internal behind the speed and performance issues as something causing this after the connection reaches the router would explain why we're seeing no issues when we're testing.

I'd suggest then, the next time you're seeing performance issues to firstly make sure that nothing is heavily using the connection and taking up most of the bandwidth which could explain the issues. I'd also see if you can replicate the speed or ping issue son another devices (ideally wired).

Please do let us know how it goes and if speed and ping issues look to persist.

[#4]

Hello pjmarsh

I am using a BT Smart Hub 2 to connect to the internet that I bought online. I used the Plusnet Hub One before but I had many issues with it in terms of range.

When I did the speed tests, I was using a Cat 6A cable connected directly to my computer. I have also carried out tests on another machine and both are odd. Sometimes I get 32mbps downstream speeds as shown below with low ping and more often, I get 20-27mbps speeds with >50ms ping.

Here is another speed test I just did now with no devices connected to the network using a Cat 6A cable wired directly from the router to my laptop. This was the best I got out of 3 tests:

Here is the sync speed info from my router:

Here is the info from the availability checker:

I am not an expert but I suspect there might be something wrong with the actual master socket in my home (but it's unlikely because its only 3yrs old). God knows. Thanks haha.

[#5]

Hi @BD 

I have done a speed test using my laptop wired up to my router with no other devices on the network (attached above)

I have also just done another speed test using my desktop computer which is also wired and here are the results:

(using Google)

and:

(using speedtest.net)

This is pretty much the best speeds and pings I have gotten in a couple days. Its been over 50ms for a while.

I am getting performance issues constantly with web pages not loading in, so I need to refresh sometimes which works after a few tries haha.

Thanks

[#6]

Checking over your connection from this side currently I can see we're seeing the full 40Mbps download and 10Mbps upload reaching your router currently with no signs of this having been lower over the last few days. 

@BD. Ben,  something doesn't seem right there! @Slater11_ says they're on Fibre Extra and their subsequent post shows completely different synch speeds to those you quote? ?

[#7]

Hi @Slater11_

I'm sorry to see you're having issues with your connection.

I'm not entirely sure which line Ben was testing but testing your line is showing the following:

GEA Test Detail
Circuit ID	NA	Service ID	[redacted BBEU]

Test Outcome	Fail
Test Outcome Code	GTC_FTTC_SERVICE_1625
Description	Impairment in copper joint detected most likely in local network. Please continue to submit a trouble report.
Main Fault Location	CE
Sync Status	In Sync
Downstream Speed	32.2 Mbps
Upstream Speed	15.6 Mbps
Appointment Required	Y
Fault Report Advised	Y
NTE Power Status	PowerOn
Voice Line Test Result	Pass
Bridge Tap	Detected
Radio Frequency Ingress	Detected
Repetitive Electrical Impulse Noise	Not Detected
Cross Talk	Not Detected
Estimated Line Length In Metres	595.5
Upstream Rate Assessment	Reasonable
Downstream Rate Assessment	Low
Home Wiring Problem	Not Detected
Downstream Policing Discard Rate	0.0
Customer Traffic Level	Upstream and Downstream traffic detected
Technology	VDSL
DP Type	Internal
Profile Name	0.128M-80M Downstream, Error Protection Off - 0.128M-20M Upstream, Error Protection Off
Time Stamp	2021-10-14T20:15:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	31.0 Mbps	36.0 Mbps	32.6 Mbps
Up Stream Line Rate	14.6 Mbps	15.6 Mbps	15.3 Mbps
Up Time	0.0 Sec	900.0 Sec	619.2 Sec
Retrains	0.0	1.0	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	2021-10-21T07:33:09.677+01:00	2021-10-21T07:48:09.677+01:00
Ingress Code Violation	0	0
Egress Code Violation	0	0
Errored Seconds	0	0
Severely Errored Seconds	0	0
Unavailable Seconds	0	0

Could you report a fault by text through the steps Here so we can arrange an engineer visit to investigate further?

Let us know how it goes. 

[#8]

Okay I will do so!

Thanks a ton.

I will inform you on what happens later