Line Speed Ok but speed test is Low

Hi, I'm a newbie and am hoping that someone more enlightened reading this may be able to help!
I live rurally and so cannot get fibre and until last year managed a staggering 1Mb connection on Broadband. I moved to PLUSNET and an investigation into an issue resulted in a BT engineer paying us a visit and he completely rewired and replaced my Master Socket and we ended up getting a formidable 6Mb overnight. Fantastic for us.
In Feb we noted a very poor intermittent service that was giving us slow speeds again, between 0.02 and 1.4Mb. Reported to ISP and have had two engineer visits.
1 engineer thought it might be the router but the other (who is the BT trainer) could find no issues with their line or my setup.
The line speed test shows 8Mb but every speed test gives us the same 0.02 to 1.4Mb.
The ISP line test shows 6.6Mb.
We are now moving to BT in order to see if it gets rectified.
As for how have we tested etc. please see below.

Setup:-
Modem/Router is connected directly to Master Socket which is DSL only (Phone is split off downstream)
PC is connected via Ethernet. No other devices or wireless connected.
PC is in the same configuration as previous when we were getting 6Mb.
Have three Routers.
Original PLUSNET Thomson which BT though potentially Suspect.
New PlusNet Technicolour (daughter had a replacement provided but hers was ok in the end)
Brand New TP Link TD-W8968 (Just in case my daughter had given me a faulty one!)

I connect from the Master Socket with a brand new cable that came with the new router and have used the new Ethernet cable that also came with it to connect to my computer(s).
I always exit my Firewall/anti-virus prior to running the test as I know it interfers with BT Wholesale speed test.
I have re-booted all the equipment, including the routers, several times.
I have used my PC, My Laptop in Admin (very few applications running) and my work Laptop.

The results using any of the Routers and any of the computers are the same. Whilst the BT and PlusNet line tests say I should be getting around 6.6/7Mb the speed test shows me between 0.02 and 1.4Mb. These tests have also been seen by PlusNet and BT as I run the diagnostics which then logs the results on the BT server.

Obviously I'm pinning all my hoped on the move to BT despite PlusNet stating categorically that they do not restrict that is what we believe was happening.

Anyone seen/heard of this before or have any ideas what may be happening?
Anything that sheds light would REALLY be appreciated!

When you run the BT Wholesale test, have you ever clicked the Further Diagnostics button at the bottom of the initial results page? Please can you do so and copy/paste the contents of the downstream and upstream text boxes of results. We don't need the graphics.

Also go to your Plusnet Member Centre >> Connection settings >> Current line speed. (Mine shows "Current line speed:58 Mb")

Please post that as well.

Edit - I've just realised you have run the Further Diagnostics, but please can you still do it again and paste those two text boxes .

Edited by RobertoS (Sun 14-Jun-15 14:06:44)

OK, I've checked my PlusNet Member Centre and it does not give me a current line speed. Just a Bandwith speed test link. When I run that I get:
Dowload 2599kbs and Upload of 328kbs
(Same with and without Frirewall)

BTW Diagnostics I have run again and the results are:
Download speedachieved during the test was - 1.05 Mbps
For your connection, the acceptable range of speeds is 0.6 Mbps-7.15 Mbps.
Additional Information:
Your DSL Connection Rate :8.13 Mbps(DOWN-STREAM), 0.45 Mbps(UP-STREAM)
IP Profile for your line is - 7.15 Mbps

Interestingly I clicked on the High Speed Broadband in my Member centre and it tells me that there is no estimate in my account but my current line speed is 7.15Mb

Edited by deleted (Sun 14-Jun-15 14:32:36)

Can you post the router line stats as well (don't use a wireless connection):-

http://www.kitz.co.uk/adsl/frogstats.php

All of the testing I do is with an Ethernet.
I think this is what you are looking for, if not please tell me what/where I need to go.

DSL Connection


Link Information



Uptime: 0 days, 2:54:38

DSL Type: ITU-T G.992.1

Bandwidth (Up/Down) [kbps/kbps]: 448 / 8.128

Data Transferred (Sent/Received) [MB/MB]: 20,59 / 112,91

Output Power (Up/Down) [dBm]: 12,1 / 20,0

Line Attenuation (Up/Down) [dB]: 24,5 / 40,0

SN Margin (Up/Down) [dB]: 24,0 / 6,1

System Vendor ID (Local/Remote): TMMB / ----

Chipset Vendor ID (Local/Remote): BDCM / TSTC

Loss of Framing (Local/Remote): 0 / -

Loss of Signal (Local/Remote): 0 / -

Loss of Power (Local/Remote): 0 / -

Loss of Link (Remote): -

Error Seconds (Local/Remote): 4 / -

FEC Errors (Up/Down): 0 / 2.527

CRC Errors (Up/Down): 0 / 7

HEC Errors (Up/Down): - / 7 / 167

Edited by deleted (Sun 14-Jun-15 14:40:32)

Are speed test results better at quiet times eg 7am to 1pm in the week

No,
I spent sometime over the last 4 months trying to see if there was a pattern. So I tested during both peak and off-peak and pretty much all through the 24hr day.
There were slight variations when you would expect during times of heavy traffic but general it was consistently around the 0.8 to 1.1Mb the highest I ever got to was about 1.7Mb and the lowest during one of the tests (but firewall on) was 0.02Mb.

It's probably worth me commenting that whilst all the indications from BT and PlusNet are that my line speed is good (at least for me) and my Router is synching pretty quickly which is also indicating that the line is good up to the Router, the actual performance is in line with the Speed test results.

I struggle to download emails with photographs and as for catch-up TV............Forget it unless you like watching the buffering symbol!

Sorry, yes, I accidentally missed out the " >> High speed broadband " bit .

For elimination purposes do you still have high sync and poor throughput if you connect the router to the TEST socket within the NTE5 master socket (if you have that type)?

http://www.plus.net/support/broadband/master-socket-...

No Problem. Got me to look at what was on the site a bit closer.

As a follow up, is there anyway I can do a check to tell me what I'm actually getting out of the Modem/Router without any computer software or other such items interfering?
Can I test using Safemode for instance or are there settings I can make on the PC that would rule out any other program causing the drop from the Router/Modem?

I am connected directly to the Master socket.
BT have configured it as follows.

Line into the house (Old Master Socket) spliced and sealed the wires into a two way split. One cable with Phone line only and one with DSL only.
DSL cable goes to a new Master socket that now has a MK3 plate. Separate DSL and Phone connectors but with only the DSL actually wired up.
I've removed the Mk3 plate and connected to the original front face using a filter as the connector and get exactly the same results.
Currently configured through the Mk3 faceplate

I think the socket I used when removing the MK3 Faceplate is the test socket so the answer would be Yes, I still get the same readings.

Edited by deleted (Sun 14-Jun-15 18:20:41)

That doesn't sound like an Openreach fix. You seem to be saying there is a phone line going off before the new master socket.

Normally that would cause big problems with the noise margin ... looks at your stats again ... it doesn't look as though it is doing.

Is there anything connected on that spur extension? If so, what?

Nothing else on the Spur and that was pretty much how it has always been. The second BT engineer who came moved the Master because where it was made it subject to some dampness, although we never actually had a problem.
The last BT engineer went through the whole setup. Disconnected at the door and tested the line speed at 8Mb. He reconnected and put the Gel seals on and then re tested at the Master Socket (Mk3 Faceplate) where he also got 8Mb

Edited by deleted (Sun 14-Jun-15 18:46:26)

OK, last idea, at least for now.

Is it a wireless router, and is the wireless set as available? If so, disable it at the router.

Hi,
Yes it is a wireless and I have disconnected at the Router and double checked that it is off. No light and I can't find a wireless connection when I search with my laptop.

It's probably also worth me mentioning that I have also tried the tests with the phone line disconnected, i.e. nothing on the spur, and I still get the same results.

If the router and internal wiring is OK could there be a fault with the line card the OP is connected to on the DSLAM in the exchange?

Good thinking. It begins to sound like that sort of thing.

I was going to suggest a factory reset of the router much earlier, but the use of multiple routers and machines ruled out those possibilities.

I don't know about that but, as I know the team manager who runs the BT engineer team I know what they have and have not done.
Back in Feb the conclusion was Router. Since then it has gone to Exchange capacity and PlusNet/BT have had new equipment installed.
The last BT engineer generally doesn't make calls as he is one of their best and trains others. He has checked Exchange and my setup and his opinion was that PlusNet were throttling my connection.
PlusNet state categorically that they do not restrict connections at all.

I'm that fed up with it that I have started the process to switch to BT which is due to happen on the 23rd. They will move my line to the BT part of the exchange. That should either fix it or tell me that no one knows what the problem is!
As you can imagine, having a pretty much useless broadband and no light at the end of the tunnel on how to get it sorted is pretty frustrating!

Are you aware that BT owns Plusnet?

Yes I am, have to say that discussions I had with PlusNet have not been very helpful but so far BT have been pretty good.

The brand new router I bought I used to do various testing including the BT TAP 3 test (unsuccessfully) and then I did a factory reset before installing it using the PlusNet settings and I have that installed currently

Edited by deleted (Sun 14-Jun-15 19:23:03)

Then you'll know that the Plusnet part of the exchange is the BT part of the exchange.

Not according to both PlusNet and BT.
PlusNet have a separate number of cards/servers etc. for their customers. As do the other sub users of a BT exchange. Although they are part of the same company they sublet the services from BT.
The BT engineering manager that I know gave me quite a detailed explanation of how it all works as well as the types of issues they have, especially from people who say that plusnet and madasafish etc. are all part of BT and therefore it's all BT equipment.
How much is true how much is company spiel? Your guess is as good as mine but he was pretty clear about who gets connected to what. Roll on the 23rd and I'll probably find out!

Given that BT owns Plusnet, whatever Plusnet owns is owned by BT.

As you can imagine, having a pretty much useless broadband and no light at the end of the tunnel on how to get it sorted is pretty frustrating!

Yes indeed, let us know how things go i.e. stay the same/improve/get worse when you've been connected up to BT retail BB.

That's utter bilge I'm afraid.

BT Wholesale, Sky, TalkTalk, and C & W/Vodafone are the main Communications Providers (CPs) at the exchange.

You are connected to a BT Wholesale port>>card>>MSAN at the exchange and a migration between any of the hundred or so ISPs that use BT Wholesale requires no moving or physical change of your connection. It's all done in the routing software. Swaps between hardware only occurs during migrations between the four above. (Zen is a special case where things are a little unclear).

From the exchange your connection disappears into the BT Wholesale "Cloud" of WBC/WBMC. At the other end of that cloud is where things split out between the various ISPs, via MSILs. (Sorry about the jargon but it's time for me to find something to eat ). I've got a lot more explanation on this page.

If I've understood your connection correctly it will be IPStream Connect, explained on that page.

It is MSIL capacity and deeper into the ISPs' own networks that capacity problems normally arise. I'm not aware of any that would cause your issue 24/7, so as we think we have ruled out anything your end it's almost certainly a fault at the exchange. From the exchange onwards your traffic is no longer running on hardware unique to it. An analogy is that it becomes one fish of the shoal moving in the same water pipe.

Plusnet use WBMC for 21CN traffic, whereas BT Consumer may be using direct access to the world through BT Wholesale for that. Not even going through the WBC/MSIL route. What BT Consumer do with IPStream Connect I don't know.

So your friend is either talking out of the back of his head, or he is confused about where the split of the traffic takes place. It's at the MSILs.

Having said that, it is likely a full reset of your line will be done when your migration takes place. If there is anything screwed up in those settings, (similar to how we sometimes need to do a factory reset on a router), then your problem may go away. Let's hope so . But it won't be because your connection has been physically moved.