Slow fibre Broadband

[#1]

HAving had some issues doing online surveys, so checked speed.

Up until a couple of months ago I was running as ~32/8.5, but in last two checks, yesterday and today, Using Broadband speedchecker I find I'm now at 

Yesterday

Ping       Download      Upload
10 ms    23.97 Mb/s    7.92 Mb/s

Today

Ping       Download      Upload
9 ms      24.18 Mb/s     7.90 Mb/s

Can someone check & comment, I added this to another member's post yesterday as they seemed to be finding the same. My router was rebooted a few days back when we suffered a 2 hour power outage

[#2]

@dougjbarnes1 Can you please post a screen shot of the result of the 'Advanced Diagnostics' from: BTW Performance Tester 

[#3]

According to BTW my maximum line speed is NOW ~25M, back at the start of the year it was ~35M, so why a 30% decrease, what has changed?

[#4]

Difficult to say without  more data. Which modem/router are you using?

[#5]

Hiya @dougjbarnes, thanks for getting in touch! I'm really sorry to hear that you have seen a drop in your speed causing you some problems when doing surveys, this is not what we want! I'd like to help get this sorted for you

Testing today hasn't highlighted anything that could be causing these issues but can certainly see your sync speed is currently lower than we would expect.

I have created a fault ticket here: https://www.plus.net/wizard/?p=view_question&id=222264135 with the next steps in getting this progressed for you and if you can please reply on the ticket with the requested info (and give me a nudge on here once done) I can get that progressed for you.

[#6]

Since visit of BT engineer and his tests, something is seriously wrong, I tabulateed some results from the BTW advanced test, some before, some after the engineer visited

[#7]

Hello @dougjbarnes1

Thanks a lot for getting in touch again and I'm sorry to hear that you're still having issues with your service, Can I ask whether you're running your speed tests on a wired or wireless connection? 

The reason I'm asking is that I've run a GEA test from our end this morning, speeds are coming through at 40Mbps. Can you please send us a screenshot from the Helpdesk page on your Hub One? Make sure you remove the account username from the screenshot.  

[#8]

Just run again, ethernet , report enclosed

Helpdesk result

1. Product name: Plusnet Hub
2. Serial number: +081441+NQ70802124
3. Firmware version: Software version 4.7.5.1.83.8.289.1.3 Last updated 29/11/21
4. Board version: Plusnet Hub One
5. DSL uptime: 1 days, 09:22:23
6. Data rate: 8685 / 39950
7. Maximum data rate: 8684 / 47636
8. Noise margin: 6.1 / 9.5
9. Line attenuation: 30.2 / 22.0
10. Signal attenuation: 29.8 / 20.9
11. Data sent/received: 549.6 MB / 8.5 GB
12. Broadband username: ************@plusdsl.net
13. 2.4 GHz Wireless network/SSID: ********
14. 2.4 GHz Wireless connections: Enabled (802.11 b/g/n (up to 144 Mb/s))
15. 2.4 GHz Wireless security: WPA2
16. 2.4 GHz Wireless channel: Automatic (Smart Wireless)
17. 5 GHz Wireless network/SSID: *********
18. 5 GHz Wireless connections: Enabled (802.11 a/n/ac (up to 1300 Mb/s))
19. 5 GHz Wireless security: WPA2
20. 5 GHz Wireless channel: Automatic (Smart Wireless)
21. Firewall: Default
22. MAC Address: a4:08:f5:ad:fd:0a
23. Modulation: G.993.2 Annex B
24. Software variant: AA
25. Boot loader: 1.0.0

I'll try a couple more tests during the day

[#9]

Hiya @dougjbarnes1,

I'm really sorry you are experiencing an issue with your speed, I have checked the connection from my side and it is showing you are syncing at 31Mbps, which is above your Mgals but is below your lower estimate.

I would like to arrange an engineer to see if we can bring this up for you, please can you reply to the ticket here and come back to me on this thread so that I can pick this up for you.

[#10]

Still getting issues.

When I follow the link https://www.plus.net/wizard/ to update results, all I get is the Help Assistant and no link to the complaint so how do I access the ticket to update my results

[#11]

Thanks for your time on the phone today @dougjbarnes1, I really appreciate it.

I have booked that engineer and sent you confirmation of that appointment. I will call you tomorrow once that has concluded.