Plusnet Speed Issues

Erm yeah that’s hard to pick one

Erm yeah that’s hard to pick one

Erm yeah that’s hard to pick one

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20 Aug 2019
Posts
408
Changed my contact and been having issues with lower speeds. I should be 80/20.
I took the Plusnet Hub and installed it to allow testing to be willing and help then.
My setup before the hub was the Open Reach Modem (white box) and then an Asus RT AC68U with Asus Merlin.

The report they just sent me is the following.

KBD
Test Outcome Pass
Test Outcome Code GTC_FTTC_SERVICE_0000
Description GEA service test completed and no fault found .
Main Fault Location OK
Sync Status In Sync
Downstream Speed 38.2 Mbps
Upstream Speed 7.8 Mbps
Appointment Required N
Fault Report Advised N
NTE Power Status PowerOn
Voice Line Test Result Pass
Bridge Tap Not Detected
Radio Frequency Ingress Not Detected
Repetitive Electrical Impulse Noise Not Detected
Cross Talk Not Detected
Estimated Line Length In Metres 792.3
Upstream Rate Assessment Good
Downstream Rate Assessment Very Good
Interference Pattern Not Detected
Service Impact No Impact Observed
Home Wiring Problem Not Detected
Downstream Policing Discard Rate 0.0
Customer Traffic Level Upstream and Downstream Traffic Detected
Technology VDSL
Profile Name 0.128M-40M Downstream 5dB, Retransmission High - 0.128M-10M Upstream, Error Protection Off
Time Stamp 2019-08-15T11:00:00

Under test using an Ethernet cable I am not even seeing 28mb.

It says my line is an estimated 792.3m in length, how true is that?

Thanks
 
If it's decent quality copper you should be able to get more than 38/7 @ 790m.

According to Andrews & Arnold my line length is estimated at around 773m. That figure seems reasonable, it's about a 500m walk to my cabinet. My modem is syncing at 67/20 and ised to be the full 80/20 (well, 79999/19999) until a year or so ago.
 
the-evaluator said:
If it's decent quality copper you should be able to get more than 38/7 @ 790m.

According to Andrews & Arnold my line length is estimated at around 773m. That figure seems reasonable, it's about a 500m walk to my cabinet. My modem is syncing at 67/20 and ised to be the full 80/20 (well, 79999/19999) until a year or so ago.
Click to expand...

I just check with my info and this is what they are saying.

You are connected to cabinet 30. Your line length (from the exchange) is approximately 2694 meters.

"Superfast" VDSL (Fibre to the cabinet) up to 52Mb/s

VDSL uses the phone line copper pair to connect to a modem in the street cabinet and then typically glass fibre to connect back to the exchange and on to us. As this uses less copper wire it provides faster download speeds than ADSL, but costs a little more. For your location, forecast download sync speed is 32-52Mb/s and forecast upload sync speed is 6.5-11.1Mb/s.
 
Crikey, that's quite a difference between what PlusNet are reporting and what A&A are estimating. I think that's an error with A&A, there's no way a line that's 2.7Km away from the cabinet would hit 52Mbps. No chance. At 2.7Km I think you'd be lucky to get more than 10Mbps.

Did the speed issues start when you switched contracts? What did you get before the change? What sync rate did your OR modem report?
 
the-evaluator said:
Crikey, that's quite a difference between what PlusNet are reporting and what A&A are estimating. I think that's an error with A&A, there's no way a line that's 2.7Km away from the cabinet would hit 52Mbps. No chance. At 2.7Km I think you'd be lucky to get more than 10Mbps.

Did the speed issues start when you switched contracts? What did you get before the change? What sync rate did your OR modem report?
Click to expand...

I was getting 55 / 12 before the change.
 
What was the change? Did you change product or renew the existing one? If you should still be in an upto 80/20 service then point out to PN what your sync rate was before the change and ask them to explain the difference.

Assuming you didn’t switch to a 40/10 service as part of the contract change then something isn’t right. Mind you, the upstream is a tad low for 40/10.

What does the BT DSL checker suggest you should get on your line? Make sure you use your telephone number, not your post code. I find the BT checker quite accurate, it suggests I should get 66/20 which is pretty much what I’m getting.
 
the-evaluator said:
Crikey, that's quite a difference between what PlusNet are reporting and what A&A are estimating. I think that's an error with A&A, there's no way a line that's 2.7Km away from the cabinet would hit 52Mbps. No chance. At 2.7Km I think you'd be lucky to get more than 10Mbps.

Did the speed issues start when you switched contracts? What did you get before the change? What sync rate did your OR modem report?
Click to expand...
That's to the Exchange.
 
the-evaluator said:
Crikey, that's quite a difference between what PlusNet are reporting and what A&A are estimating. I think that's an error with A&A, there's no way a line that's 2.7Km away from the cabinet would hit 52Mbps. No chance. At 2.7Km I think you'd be lucky to get more than 10Mbps.

Did the speed issues start when you switched contracts? What did you get before the change? What sync rate did your OR modem report?
Click to expand...

ADSL and FTTC can be fed from differing exchanges. The line length is likely the lower figure which is to the cabinet. The higher figure is likely the measured distance to the exchange.

Example, my line is some 300M to the cabinet but then a further couple of Km to the exchange the cabinet is fed from HOWEVER my ADSL would come from the exchange in the same postcode as me !?!?! We're talking about Openreach so nothing is simple.

@212.159.5.208 I would look carefully over your new contract, ensure it clearly states which package you are on. If they have come up with an amazing saving it is likely from them dropping your product level down. Worrying really as I'm also a PN customer and am quickly coming up to renewal.
An IP profile can be resolved by a reset however sometimes that needs an engineer to attend the cabinet. PlusNet support over email/ticket is really quite good so stick at it, they will get it sorted.
 
looking at that GEA test, you should go back to 40/10, plusnet should have had enough data to tell you when upgrading it wouldnt have been worth it.

Sync speed of under 40/10 and a distance from cabinet of nearly 800m.

For comparison my line is 365m and I sync at 76 down. (so not the full 80).
 
OP's speeds correlate with a regrade. A similar thing happened to me after a spate of line faults with PN, their system decided to put me onto a 40/10 IP profile partly due to a pair swap and all sorts of other nonsense. Sadly in the end whatever Openreach did savaged my sync rates. On a <150 metre line I lost about 40 mbit down and 5 up (went from 78/20 to 35/15). The Openreach work also reset the line statistics and estimated clean/impacted sync rates (viewable via dslchecker.bt.com) to far lower figures than before. They only recovered to above the (automatically revised!) Openreach handback speeds after PN techs did a lot of button bashing at their end to reset various profiles and get the line to retrain. Pain in the backside.

So from my experience seems that a regrade can sometimes happen automatically in error, but deffo check with PN if they bumped you down due to your historical sync rates.
 
IP profile's dont affect sync speed ;)

His line is way too long plain and simple sadly. Although I see he is on a 40/10 openreach profile, which is interesting, suggesting plusnet took his money for the upgrade but left him on the cheaper openreach product at the same time, thats cold from them. (they would have done this knowing his line cannot handle the higher tiered product).
 
Yeah, I also have a cabinet across the road from me, but its not the one I am connected to. Openreach are unlikely to move you to that cabinet unless you paid them 1000s for the privilege or they (unlikely) determined that was the only way to fix a fault.
 
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