Broadband speeds

[#1]

Thanks for getting back to us. I have tested your line today and this does show that the sync speed is at 58mb today. Looking over the account and the testing I'm not seeing anything that has caused this drop.

Going forward, I think we might need to look at sending a further engineer for you to look at this. I have updated your ticket here: https://www.plus.net/wizard/?p=view_question&id=221719235

To rule out the router, have you tried connecting up our router to see if the results are similar?

[#2]

I have replied to the ticket. 

I no longer have the Plusnet router as it was never reliable.

I can confirm that it is not the router at fault  as I have tested using a second router with identical results. 

I have also tested the master socket 5c filter plate by purchasing a new filter and trying that with again the same results.

As previously said this reduction in speed seems only to have occurred when we came out of contract. Almost as though we have been capped or throttled for non renewal yet charged extra for the unreliable connection.

In 10 years we have never had an issue with plusnet but I cannot help but feel that if I were to sign back into a contract then the speed and stability we are used to would miraculously reappear. 

Following the repair the Openreach engineer said he had tested the line and it was fine and there was no reason for it not to receive the speeds we are paying for and it showed that capability at the property, he also told me isp can and do throttle connections yet in my very first call to PN the customer service member advised me that openreach control the speeds not PN. If i were to sign back into a contract would this "issue" be resolved?

[#3]

Thanks a lot for getting back to us @digg3r and I'm sorry to hear that you're still having issues with your connection. Saying that, I can 100% assure you that your service is not determined by the contractual situation on the account. A lot of people do seem to think that for some reason, but it's not true.

Anyway, looking at the broadband profile, it's current showing as 0.128M-80M Downstream, Interleaving Low - 0.128M-20M Upstream, Interleaving On, which suggests that DLM has had to make some adjustments to the line due to the drops that you've been having lately. The slower speeds are a symptom of an underlying issue, which is causing the line to drop quite frequently.

The only way to resolve this is to have an Openreach engineer take another look, please respond to the open ticket on the account with your availability, and we'll get it re-raised.

[#4]

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@adam945 wrote:

... which suggests that DLM has had to make some adjustments to the line due to the drops that you've been having lately. The slower speeds are a symptom of an underlying issue, which is causing the line to drop quite frequently.

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Hi Adam,

Given the apparently "good" profile for this line, can you advise if the DLM discern the difference between a line drop caused by an underlaying fault and a line drop caused by a user repeatedly bouncing the link / changing routers in an attempt to get the "right" speed?  Is there any discernment here, or is a line drop (for whatever reason) just a line drop?

From the graph you've kindly shared, it is noteworthy that on the two days after requesting the DLM reset, whilst waiting for it to go through there were ZERO resyncs.  Also there are no resyncs in the two weeks before the 31st Jan.  It would be reasonable to expect the DLM to improve performance after a good many days without a line drop being detected, but also to firmly manage the line for stability if it sees what it might reasonably believe to be numerous fault events.