New-ish customer - Speed below minimum advised after 2 weeks

[#1]

Good afternoon,

I've recently joined PlusNet Fibre broadband on the Unlimited Fibre Extra package:

Your broadband service

• Product: Unlimited Fibre Extra
• Estimated Download Range: 54 - 72Mbps
• Estimated Upload Range: 16 - 18Mbps
• Minimum Guaranteed Speed: 50Mbps
• Current Line Speed (Download): 78Mbps

I have my own BT modem/TP-Link router setup, however, I did test this using the PlusNet provided Hub One on day one and again today (connected to that now for the purpose of testing), and there is no real difference in the speed (either by direct connection to the router via LAN cable or WiFi).

To confirm, the Hub is connected to the master socket.  The Master socket itself is relatively new due to a line issue earlier in the year (handled by previous provider), and has new wiring from the junction point of the house to the new master socket.

Anyhow, BT Speed test report attached.

Hub One DSL Line Status:

Connection Information

Line state:	Connected
Connection time:	0 days, 01:43:07
Downstream:	40.4 Mbps
Upstream:	15.24 Mbps

Details of the Helpdesk report:

1. Product name:	Plusnet Hub
2. Serial number:	+081441+NQ13028360
3. Firmware version:	Software version 4.7.5.1.83.8.263 Last updated Unknown
4. Board version:	Plusnet Hub One
5. DSL uptime:	0 days, 01:09:06
6. Data rate:	15239 / 40398
7. Maximum data rate:	15288 / 47028
8. Noise margin:	6.1 / 6.1
9. Line attenuation:	19.8 / 16.5
10. Signal attenuation:	19.7 / 16.1

Is there anything else you need?

P.S.  When my previous line fault was fixed earlier in the year the engineer stated he would ask his colleague to complete a "DSL reset"?  which would then bring the speed back up to where it should be?  Possibly this never happened?

P.P.S. Just to add, the download speed has never been above 40MBs in the last 2 weeks.

Any help is much appreciated!

Danny B.

[#2]

If I'm reading/deciphering that right, looks like my "noise margin" is a bit rubbish, but the line/signal attenuation is ok?

Line fault?

[#3]

@DannyB73 

When you change ISP the DSL is reset to the default SNR of 6dB. The DSL then slowly retunes to the line. If the line is good then this will reduce, with a resulting increase in speed.

As you have left it 2 weeks I would report a fault at https://faults.plus.net.

[#4]

@DannyB73 Welcome to the forums.As you have cut your Help Desk report a bit short, what is the 'user name at line 12?

Also could you post screen shot reports from BT Broadband (obscuring your phone number) and from BTW Performance Tester  - the 'Advanced Diagnostics' report.

At first glance, I thought you were provisioned on a 40/10 connection, but with the U/S figure you must be on 80/20, and with Line and Attenuation fugures like that, you should be achieving 70+.

Your SNR figures are within range.

@Baldrick1 beat me to it.

[#5]

Hi, many thanks... please see below (I think I've got the right things!):

[#6]

Yup, those are the correct shots, and something isn't right. You need Plusnet Help Team intervention.

[#7]

Many thanks both.  I'll log a fault and see how I get on.  👍

[#8]

Re: your PM - no problem, and it confirms that is not an issue. It sometimes is.

[#9]

Hi DannyB73,

I'm really sorry to hear that you've experienced this issue with your services since they've started. I've had a look at the account and raised a response via the open fault ticket, which can be accessed here. Once you've had the chance to read and respond to the ticket, please let us know on here so that we can pick this back up for review as soon as possible.

[#10]

Responded on the ticket.  Any day/time is good though really as I work from home for the majority of the time.

[#11]

Hiya @DannyB73, thanks for getting back to us.

I have now picked up your fault ticket and booked in your engineer visit. Let us know how this goes!

[#12]

Many thanks to all that have assisted with this... Open Reach Engineer attended today and spent a lot of time troubleshooting the issue and changing things in the cabinet and at the pole. Download speed is now much better...

I'll update the ticket and monitor over the next 24 hours, but it looks as though my issue is resolved 👍

[#13 · Accepted solution]

Thanks for getting back to us! I am pleased to hear that things are seeming well so far after the visit

Yeah let us know how things seem tomorrow and hopefully the issue is now resolved!

[#14]

Just to confirm, all is still good speed/connection wise.

60ish down and 18+ up 👍

Closed off the incident.

Many thanks again.

[#15]

I'm glad to hear that everything is back to where it needs to be If there are any further issues, please give us a shout and we'll be more than happy to help out.