topic Re: VERY SLOW INTERNET SPEED !!!! in Broadband

Very Slow Internet Speed

saidalinneagoe — Sun, 07 Apr 2024 11:50:47 GMT

Unlimited Fibre Extra

Telephone:

I got speeds over 50 Mbps now I get under 10 Mbps this is the worst internet I have seen.

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Re: VERY SLOW INTERNET SPEED !!!!

jab1 — Sun, 07 Apr 2024 11:52:12 GMT

@saidalinneagoe

For Community members to be able to help, information from these sites, as screenshots, posted as pictures within the topic, not as attachments:-

BT Broadband Availability Checker (obscuring your phone number), where a landline phone is no longer supplied or known use the address version BT Broadband Address Availability (obscuring your address)

BTW Performance Tester - Over a wired (Ethernet) connection if at all possible, please report the 'ADDITIONAL DIAGNOSTICS'. This test is recommended to be performed with only one device connected.

Sight of the broadband connection status from your Hub (with the 'Username' obscured) would also be of help.

For the Hub One -

Navigate from the Home Screen to Troubleshooting > Helpdesk

For the Hub Two -

Navigate from the Home Screen to Advanced Settings > Technical Log > Information

Where the phone line is still active, it may also be a good idea to report the results of a Quiet Line Test - dial 17070 option 2 from a (preferably corded) phone. After the confirmation of your phone number, there should be total silence apart from the regular 'Quiet Line Test' announcement. Any other noise - report a PHONE fault first.

If you are unsure about any of the above, please just ask - I am happy to help.

Re: VERY SLOW INTERNET SPEED !!!!

saidalinneagoe — Sun, 07 Apr 2024 11:57:23 GMT

Re: VERY SLOW INTERNET SPEED !!!!

Baldrick1 — Sun, 07 Apr 2024 12:02:50 GMT

@saidalinneagoe

Report a fault:

Report your problem by text message

Our text service is available 24 hours every day.

Text HELP for broadband or Text PHONE for home phone to 07800008121 (charges may apply at your standard rate)

We’ll run tests on your connection to find out what’s going on
If you need an engineer, we’ll text you in 15 mins to book a slot
If no engineer’s needed, our UK based support team will call you within 30 mins to help sort the problem
Call backs available Mon-Sun: 8am to 7.30pm

Re: VERY SLOW INTERNET SPEED !!!!

saidalinneagoe — Sun, 07 Apr 2024 12:04:06 GMT

I don t have a corded phone I did all possible tests. I believe the issue is somewhere on the line I tried even a different adsl moodem.

Re: VERY SLOW INTERNET SPEED !!!!

jab1 — Sun, 07 Apr 2024 12:12:10 GMT

@saidalinneagoe The data in the first of your Hubs Technical log shots is incomplete - what are your noise margins, please? Or you could just use the links provided by @Baldrick1 , which would save me bothering to try and help.

Re: VERY SLOW INTERNET SPEED !!!!

Anonymous — Sun, 07 Apr 2024 13:36:49 GMT

@saidalinneagoe wrote:

@saidalinneagoe

Can you re-do the above screenshot in such a way that the Plusnet banner doesn't obscure the info @jab1 needs.

You don't need to capture the entire page, just the section from "DSL uptime:" down to "Data sent / received:"

Thanks

Re: VERY SLOW INTERNET SPEED !!!!

saidalinneagoe — Sun, 07 Apr 2024 17:50:11 GMT

Re: VERY SLOW INTERNET SPEED !!!!

MatthewWheeler — Sun, 07 Apr 2024 17:59:43 GMT

Hi @saidalinneagoe

I can see you have a fault open with us at present and we need to arrange for a Openreach visit to your property.

Can you respond to the ticket on your account so we can get this organised

Re: VERY SLOW INTERNET SPEED !!!!

jab1 — Sun, 07 Apr 2024 18:07:50 GMT

@saidalinneagoe Thanks for full information - makes life much easier. From the above, it appears you have a DSL drop around two days ago? What is the 'uptime' showing on your 'broadband - internet' tab please? and can you export your event log and attach it to a post,. Your noise margin looks OK, but your data rate figures tell a story - something has caused DLM to throttle your connection to achieve stability.

Your data transfer figures look very high, but I don't know when they get reset.

Sight of the Event Log may prove interesting.

Re: VERY SLOW INTERNET SPEED !!!!

Dan_the_Van — Sun, 07 Apr 2024 18:55:49 GMT

@jab1

I think you mean the >Home >Status.

Network uptime: this will details how long the broadband user has been logged in

System uptime: this will details how long the Hub has been powered on

However if you look at post 3, that information has already been provided.

The data usage resets to zero on DSL, PPPoE connection or reboot

HTH

Edit: on checking again I see post 3 shows 6 hour uptime, the last post shows just under 2 days

Re: VERY SLOW INTERNET SPEED !!!!

jab1 — Sun, 07 Apr 2024 19:03:37 GMT

Thanks @Dan_the_Van I have problems getting my head round the H2, having never used one in anger, but post #3 and post #8 don't seem to compute?

Re: VERY SLOW INTERNET SPEED !!!!

Dan_the_Van — Sun, 07 Apr 2024 19:17:22 GMT

@jab1

Problem is the post 3 is missing important data, also depends when it was taken. maybe 36 hours ago 🤔

The event logs will reveal when the Hub last started

Have a good evening, I'm done for the day.

Re: VERY SLOW INTERNET SPEED !!!!

jab1 — Sun, 07 Apr 2024 19:19:46 GMT

Exactly, @Dan_the_Van . Same to you, and I think I'll bring my 'posting holiday' forward by 5 days - I need a break! 😀

Re: VERY SLOW INTERNET SPEED !!!!

saidalinneagoe — Sun, 07 Apr 2024 23:08:12 GMT

Re: VERY SLOW INTERNET SPEED !!!!

saidalinneagoe — Sun, 07 Apr 2024 23:18:24 GMT

Well, I did respond to the ticket but they sent me the same message and I believe is the bot who answered. Someone will be at the property they just have to let me know the date and the hour.

Re: VERY SLOW INTERNET SPEED !!!!

saidalinneagoe — Sun, 07 Apr 2024 23:21:46 GMT

Re: VERY SLOW INTERNET SPEED !!!!

saidalinneagoe — Sun, 07 Apr 2024 23:22:27 GMT

Re: VERY SLOW INTERNET SPEED !!!!

jab1 — Mon, 08 Apr 2024 06:22:48 GMT

Your last couple of Hub Manager shots do not make sense - post #17 shows a network up time of 2 days 5 hours, and yet post #18, a minute later shows 1 day 23 hours - not possible!!!

As asked previously, can you attach a current copy of your Event Log, please?

Also, to arrange an engineer you will have to call PN on 0330 123 9123. Note engineer slots are 0800-1300 or 1300-1800, you cannot specify a tighter slot than that.

Re: VERY SLOW INTERNET SPEED !!!!

SammyM — Mon, 08 Apr 2024 14:00:39 GMT

Hiya @saidalinneagoe,

I have picked up your fault and book an appointment for you. The details are confirmed here.

Please get back in touch if you need anything else in the meantime.