topic Re: Low Broadband speeds in Broadband

Low Broadband speeds

Sarah8987 — Sun, 09 Oct 2022 11:48:49 GMT

I am still experiencing low speeds and the replacement router has made little difference.

Downstream sync is 34Mbps, well below normal.

I am thinking an engineer visit is needed.

Thank you

Re: Low Broadband speeds

jab1 — Sun, 09 Oct 2022 11:51:07 GMT

@Sarah8987

It sounds very much like you have a problem - most likely not in your home/office environment, but more likely in the BT/OR network.

First thing to check: Is your phoneline clear? Dial 17070 (preferably from a corded phone), select option 2. Once your phone number is confirmed, there should be silence on the line except for the regular 'Quiet Line Test' message - any other noise, report a PHONE problem via: https://www.plus.net/help/report-a-problem/phone/

If the phone test passes, report a broadband problem via: https://www.plus.net/help/report-a-problem/broadband/

Let us know the result - if the tests come back as clear but you still have a problem, we need to investigate further.

Re: Low Broadband speeds

Sarah8987 — Sun, 09 Oct 2022 12:04:45 GMT

Hi John.

Quiet Line Test clear.

I'm hoping one of the amazing Help Team can progress the fault.

Last time I had this problem it was a bad joint in an underground junction box.

Re: Low Broadband speeds

jab1 — Sun, 09 Oct 2022 12:07:16 GMT

OK Sarah - the best thing to do is report a fault via the 'broadband' link I provided - response times from staff on here are 3-5 days, on average.

Re: Low Broadband speeds

Sarah8987 — Sun, 09 Oct 2022 12:12:42 GMT

Thanks John.

Re: Low Broadband speeds

Sarah8987 — Sun, 09 Oct 2022 18:35:58 GMT

I did 'Report a problem' which, true to its name reported a problem but Plusnet were unable to request an engineer due to Openreach system issues.

Hopefully those issues are resolved.

Downstream sync is down to under 1Mbps on a 70Mbps line.

Re: Low Broadband speeds

jab1 — Sun, 09 Oct 2022 18:39:12 GMT

Thanks for the update , Sarah. Plusnet SHOULD follow this up tomorrow, but if you don't hear anything by lunchtime, post back and I'll see if I can prod anyone.

Note that you may not get an immediate response from me - I'm out from mid-morning until probably mid-afternoon.

Re: Low Broadband speeds

Sarah8987 — Mon, 10 Oct 2022 09:45:41 GMT

My TBB graph for today. Not very pretty.

Re: Low Broadband speeds

jab1 — Mon, 10 Oct 2022 09:48:33 GMT

That is HORRIBLE, @Sarah8987 !! What did the response to your fault report say?

Re: Low Broadband speeds

Sarah8987 — Mon, 10 Oct 2022 09:54:10 GMT

That an engineer visit was needed but they were unable book a date because of Openreach problems.

Re: Low Broadband speeds

jab1 — Mon, 10 Oct 2022 09:57:45 GMT

I would suggest you re-run the broadband bot again - hopefully now it is the working week, the 'problem' has disappeared. Note response times for Opennreach engineers may be a little protracted, due to the current dispute.

Re: Low Broadband speeds

Sarah8987 — Mon, 10 Oct 2022 13:22:03 GMT

Openreach hope to have the detected fault fixed within 3 working days....fingers crossed.

Re: Low Broadband speeds

Sarah8987 — Tue, 11 Oct 2022 11:07:47 GMT

Update:

Engineer came this morning and found a fault with the wall socket.

He converted it to single socket and dangly filter.

We will see how it goes when the kids come home.

Re: Low Broadband speeds

jab1 — Tue, 11 Oct 2022 11:09:59 GMT

That sounds a bit strange, Sarah. So far as I am aware, BT/OR retired the single socket quite some time back, and don't carry those any more. Was it one already in your home?

Re: Low Broadband speeds

Sarah8987 — Tue, 11 Oct 2022 11:13:44 GMT

No, he had one in the van and went to get it saying the double socket ones cause trouble.

Re: Low Broadband speeds

jab1 — Tue, 11 Oct 2022 11:20:35 GMT

Weird - they were retired a long time ago, and the double sockets are OK, so long as they are installed correctly - I've had one for couple of years with no issue.

Re: Low Broadband speeds

Strat — Tue, 11 Oct 2022 11:26:11 GMT

Mine kept breaking contact until I put some sticky tape on 2 sides.

Re: Low Broadband speeds

jab1 — Tue, 11 Oct 2022 11:28:15 GMT

Depens how well they are installed to a flat surface - if they are screwed too tight on an uneven wall, then yes, I understand they can be a problem.