topic Re: Speed issues (again) in Broadband

Speed issues (again)

JahPete — Tue, 12 Nov 2024 11:42:02 GMT

After a year of reasonable speeds (26 down and 6 up) I am experiencing a drop off again (16 down and 2.8 up)..... Any idea what might be causing this? Nothing here has changed (to my knowledge).....

Re: Speed issues (again)

jab1 — Tue, 12 Nov 2024 11:48:47 GMT

@JahPete Initial suggestion:

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.

The above assumes you still have 'normal' landline connection - if you have a SOGEA (internet only) one the only option is to call Plusnet - 0330 123 9123

Re: Speed issues (again)

JahPete — Tue, 12 Nov 2024 12:57:02 GMT

Thanks for that....

The line is very noisy so I've followed the report a problem link....

Re: Speed issues (again)

JahPete — Tue, 12 Nov 2024 13:26:09 GMT

The line from the network to my home appears to be performing well... However, they were unable to refresh the connection to my hub but didn't say why..... I was advised to switch it off and on which I've done (twice). The download speed is still languishing around the 17 mark although the upload has returned to it's high point of 5.60.....

Re: Speed issues (again)

jab1 — Tue, 12 Nov 2024 13:28:56 GMT

Pete - if you have noise on the phone - there is an issue on the line. Go back and tell them it needs Openreach to investigate.

Re: Speed issues (again)

willcutforth — Wed, 13 Nov 2024 08:49:54 GMT

@JahPete as the phone line is with another company you will need to get them to test it first as the broadband will be affected by the noisy phone line.

Re: Speed issues (again)

Townman — Wed, 13 Nov 2024 09:27:54 GMT

Oh dear a legacy account with broadband and telephone from different providers. Bad Kama!

Re: Speed issues (again)

JahPete — Wed, 13 Nov 2024 09:35:37 GMT

I can't do any checks while my wife works from home so it will be tomorrow before anything can happen....

NB: I guess Plusnet being owned by BT doesn't help? 😎

Re: Speed issues (again)

jab1 — Wed, 13 Nov 2024 09:39:33 GMT

You can however contact BT (who I assume is your phone provider) and ask them to arrange an Openreach investigation.

Plusnet, BT and Openreach are separate entity's within BT Group PLC.

Re: Speed issues (again)

JahPete — Wed, 13 Nov 2024 09:57:05 GMT

Reply from the BT Bot:-

"We've found a network fault and need to get our engineers to fix this. As it's a network issue, the engineer won't need to visit your home"....

I'll let you know how it goes and thanks for the help....

Re: Speed issues (again)

Townman — Wed, 13 Nov 2024 12:16:42 GMT

That is a sweet result!

In the circumstances where a copper circuit issue (responsibility of the telephone provider) impacts broadband (provided by a third party) but not the voice service, all too often the telephone provider refuses to call out BTOR to resolve an issue which is not impacting their service delivery.

Looking a had you'll need to be vigilant for when BT Retail seek to move the current analogue voice service to their Digital Voice service. Challenging decisions will be required: Plusnet are not offering Digital Voice / VoIP; the preferred migration route is to pass the broadband over to BT Retail / EE as a package, albeit without retention of the Plusnet legacy account add ons such as email and web space.

One could stay with Plusnet and move the voice to anyone of a multitude of VoIP providers, but it needs an astute plan to avoid pear-shaped outcomes.

Re: Speed issues (again)

jab1 — Wed, 13 Nov 2024 12:19:53 GMT

@Townman This was a 'noise on the line' issue. 😉

Re: Speed issues (again)

JahPete — Sat, 16 Nov 2024 09:50:46 GMT

Hi John,

Just had a message from BT advising me that it's all fixed.... And yea verily, the speed is at an unheard of (for us) speed of 35 down and 6 up......

Thanks for all the help..... Until such time..... Pete.