Poor actual speeds and irregular Speedtest results

[#1]

I joined Plusnet on 4th January with the 500 Full Fibre product, initially the performance was as expected but over the past month the experience has been extremely patchy.

Speedtests (over ethernet) give confusing results, Ookla gives close to 500Mbps whereas the Google speedtest consistently only gives around 10Mbps. I appreciate some sway in results is to be expected but 10-500 is pushing things I would suggest.

Prior to January I was using BT Fibre 250 (GFast) which actually performed better more consistently than Plusnet although the reason for switching was constant intermittent dropouts and the sky high price BT like to charge.

I would appreciate any advice on how to proceed with this.

Thanks

Nick

[#2]

@Nick68   my suggestion would be not to use Google speed test, it seems rubbish.

HTH

[#3]

@Mustrum I would agree however the performance of the broadband would suggest that the google result is most accurate.

[#4]

I would try the ThinkBroadband speedtest - to me that seems the most accurate and informative, as it does single and multiple thread tests, and checks buffer bloat etc.

[#5]

FTTP data test speeds not as expected

There have been numerous reports of measured data speeds not fulfilling users' expectations of their shiny new FTTP service. An end-to-end data speed test is a somewhat blunt instrument with which to test the connection speed. In most instances the FTTP service is running at the product's connection speed, but the user's environment or the data speed test service cannot make full use of (saturate) the FTTP connection's bandwidth.

We can no longer have confidence that the cause of slower-than-expected data transfer speed is due to the broadband connection's performance. If there is any doubt that the user's technology, infrastructure or chosen test service cannot make full use of the FTTP link's bandwidth, then a data speed test is likely to deliver misleading results.

Here are a few things to consider / investigate...

1. Is the ethernet cable between the router and the ONT (Optical Network Terminator) CAT5e or better?
   CAT5 or below will not transfer data faster than 100mbps thus a simple cable could be the cause of slow data speeds. The ethernet link rate between hub and ONT can be observed in the Hub Two GUI under 'Status'. This is a good indicator of router <> ONT cable function.
    
2. Is the device on which the data speed test is being run connected over (CAT5e) ethernet cable (not WiFi)?
   A device connected over 2.4GHz WiFi absolutely will not get anywhere close to 300mbps. It will typically be less than 100mbps. Typical 'good' 5GHz performance using the Hub Two is likely to be below 500mbps and will get lower the further away the device is from the router. More optimal Wi-Fi performance is possible but involves sourcing your own third-party equipment that is capable of the newer standards. Also Wi-Fi performance is equally dependent on the type of device and the age of its technology standards. Some older devices do not support 5GHz, even the most recent smartphones only have a 2x2 antenna array, which limits the number of concurrent Wi-Fi streams. The Plusnet Hub Two can use more streams (go faster), but most types of device cannot.
    
3. Is the device on which the data speed test is being run connected over (CAT5e) ethernet cable with no intermediary devices (like Powerline adapters, switches and physical ports) on the LAN side?
   Irrespective of cabling, if there is a 10/100 ethernet switch in the chain then it is going to bottleneck things. Similarly Powerline adapters are highly unlikely to be able to pull anywhere close to 300mbps through electrical wiring. Many Powerline adapters that are rated at e.g. 500mbps, actually have only 10/100 ethernet ports which means the advertised speeds are near fiction.
    
4. There are no other devices active on the network at the time of the test.
   Other concurrent use of the network will reduce the bandwidth available for the data speed test, thus delivering a misleading result.
    
5. If on a static IP or using the Plusnet firewall (configured in the user portal) has the Plusnet IP profile updated?
   Data speed tests performed soon after the service has been connected (but before Plusnet's systems have updated) might be constrained by the account's line speed profile. Disconnect the router from the ONT, wait a short while, reconnect then check that the Current Line Speed (Download) reported in PN Broadband Status reflects the FTTP product's profile.
    
6. If using a third party router ensure that QoS (Quality of Service) and other traffic shaping tools are disabled.
   QoS and other tools have been seen to cause havoc with attempting to saturate FTTP links. Prioritisation and QoS features are very processor intensive and can (probably will) significantly bottleneck speeds. Notably there have been numerous reports of Netgear Orbi maxing out at 550mbps when connected direct to the ONT, rather than being connected to a Plusnet Hub Two.
    
7. Is the test device configured to use any VPN or corporate intranet connection?
   VPNs and corporate intranets can also be potential bottlenecks.
    
8. Is the data speed test device capable of moving the data at FTTP speeds?
   Some kit simply does not have the power to make full use of FTTP connection speeds. Whilst undertaking data speed tests, if running on MS Windows, use Task Manager's performance tab to check throughput limitations do not arise from...
   • CPU performance
   • Disk read/write speeds - FTTP will easily outpace a 5400 rpm disk
   • Memory utilisation - the data has to go somewhere!
   • Network performance - unless the machine is reasonably new, the ethernet port will be limited to 100mbps!!
      
9. Speed test service
   Not all speed test services are dependable nor consistent, so run some comparable tests on different speed test services, at different times of day and night (both on and off-peak) where possible. The following are good points of reference.
   • BT Wholesale - NOTE BT's recommendation link for testing 500mbps and above products
   • Think Broadband who also offer a number of download files to soak test connections.
   • Ookla aka SpeedTest.net who also have a client-side speed test application which is preferable.

Please check out the above factors, to ensure that the perceived data speed is not compromised by some other factor limiting the data throughput-speed of your full-fibre FTTP.

[#6]

Also see https://community.plus.net/t5/Full-Fibre/Fibre-speed-problems-solved/m-p/1955520#M23414

[#7]

Whilst I appreciate all advice the generic fixes shouldn't make a difference when the only moving part is the broadband provider, same pc, same ethernet cable which were all working adequately prior to Plusnet switch. when you can visibly see the lack of speed/performance that under GFast wasn't an issue, surely purchasing a 'superior' product shouldn't degrade things and require you to make wholesale changes to your setup?

[#8]

In that case, treat this as a fault - https://faults.plus.net

[#9]

This is where my original issue started, I was going to raise a fault but couldn't get past the first screen as it says I need to add information it's not actually giving me anywhere to enter so stuck in a loop (see attachment).

This is why I ended up posting in here in the first place unless you can log a fault about a fault without using the web form?

It's not been a great experience in my first month with Plusnet.

[#10]

Have you tried the text BOT?

Plusnet Report A Problem | Help | Plusnet

I have escalated the above issue with the fault reporting page.

[#11]

No I don't even know what that is?

[#12]

@Nick68 - just for you: https://www.plus.net/help/report-a-problem/

[#13]

Thanks @jab1 and I can use that but shouldn't the other option work, it can't just be me it's happening for?

[#14]

I have no idea about the other option, @Nick68 . If I needed help when I was with PN, I used either the phone or this forum - which used to be much better patrolled by the Help Team, but that was a very rare situation for me to be in.

[#15]

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@jab1 wrote:

@Nick68 - just for you: https://www.plus.net/help/report-a-problem/

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That is the same as the link I posted!