First 24 hours - is 984Kbps download speed normal to begin with?

[#1]

From home click 'Advanced Settings' and then click 'Technical Log'

[#2]

From yesterday's posts

High ping, was the test done using wired or wireless?

Connection in line with IP Profile.

[#3]

Key figures to share from the technical log are those indicating the noise margin and error correction.

Product code:Plusnet Hub Two

Serial number:*******************

Firmware version:******************

Firmware updated:Wed Nov 3 01:03:56 2021

Board version:R01

GUI version:1.3 10_03_2021

DSL uptime:28 Days 14 Hrs 57 Mins

Data rate:7.061 Mbps / 65.182 Mbps

Maximum data rate:7.068 Mbps / 66.286 Mbps

Noise margin:6.1 / 3.1

Line attenuation:9.0 / 19.7

Signal attenuation:9.0 / 25.1

VLAN id:101

Upstream error control:Off

Downstream error control:Off

Data sent / received:23.4 GB Uploaded / 409.1 GB Downloaded

[#4]

Apologies for the delay.  Technical log is attached.

[#5]

That is helpful.

The line stats (attenuation) are not dissimilar to mine, however my DS is 15mbps faster than yours, though my SNRM is just 3dB

Is the router plugged directly into the master socket?

@Gandalf what does this look like from your side please?

[#6]

The router is currently plugged into a single extension from the (unused) master socket.  On the extension is plugged in the filter, router and phone.

[#7]

Oh!!

What kind of extension wire?

Returned earlier this evening form visiting a friend complaining about slow speeds ... multiple extensions everywhere ... router on the end of the extension.  Removed the extensions, plugged the router into the "master" socket ... speed jumped from 3.3mbps t nearly 10mbps (ADSL).

All too often standard phone extension wire will cripple optimum performance.

As a bench mark, it would be helpful to you to find out what is the line speed when the router is plugged into the master socket.  TBH when I saw the difference between your stats and mine ... internal extensions did some to mind as a potential contributor.

[#8]

Router is now plugged into the master socket.  Technical log attached.

[#9]

@Mark_W_1  Looking at the two sets of router stats your later post with the router in what you believe to be the master socket shows a higher attenuation which should not be the case, that is a longer cable length and as would be expected a lower sync speed (data rate)  around 8Mbps less so a significant difference. You need to re-examine your phone wiring to find where the external line enters the property and which socket it connects to because your results are the exact opposite of the expected behaviour.🤔

[#10]

Thanks for getting in touch @Mark_W_1 and I'm really sorry to see that your connection speeds are lower than those that we told you expect when you signed up. 

It's an odd one from our end, as tests aren't picking up any underlying issues, but both a KBD and RRT aren't showing the profile, and line issues have been detected. Going forward, I've raised a fault with BT Wholesale for further investigation, and have created an open fault ticket on the account for our Technical Support Team to monitor and keep you updated on. We'll be reviewing it again tomorrow to see whether an engineer visit might be required. 

[#11]

@RealAleMadrid I thought the results were perverse, too!  I can confirm that the master socket is just inside the front door, inside a small cabinet that also contains the incoming electricity cable, meter and consumer unit.  The only thing I can think of that might explain the difference between the master socket connection and the extension connection is that, for the former, the router is sited very close to the electric meter etc, and perhaps there are issues regarding AC 'noise' from electrical fields?  Just a guess, but I'm no expert.

[#12]

Thanks a lot for getting back to us @Mark_W_1, while that might explain why throughput performance might be lower, it doesn't explain why tests on our side are bringing up extremely limited information, and why the broadband profile isn't visible. 

Openreach are now wanting to arrange an engineer visit, please could you respond to the SMS I've just sent advising when you'd be free for a visit.  

[#13]

Thanks @adam945 , I have done so.

[#14]

That's all been sorted out for you @Mark_W_1 if you'd lke to have a look at the open ticket on the account I've also sent you an email with the details.