topic Re: Slow Broadband in Broadband

Slow Broadband

james18472 — Fri, 29 Nov 2024 09:09:37 GMT

Hello. I have very slow broadband.

Download speed according to the test at speedtest.btwholesale.com is 0.97 Mbps.

I have basic broadband with a Plusnet landline. I live next door to the telephone exchange.

What is the problem; is it the router?

Re: Slow Broadband

jab1 — Fri, 29 Nov 2024 09:17:27 GMT

@james18472 In answer to your final question - most definitely not.

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: Slow Broadband

Townman — Fri, 29 Nov 2024 10:58:58 GMT

How is your line performing?

Please post your router stats (include line speed, attenuation, SNRM, uptime and if available, error counts); for PN routers use the buttons below, for other routers look at the Kitz link.

Also run a BT Wholesale speed test (ideally using an Ethernet wired PC with the WiFi turned off) then run the further diagnostics, download the .PDF report and post the results here. DO NOT REBOOT the router!

Check the Plusnet user portal for the "Current Line Speed" which is relevant to users with static IP addresses.

Re: Slow Broadband

james18472 — Sat, 30 Nov 2024 07:18:35 GMT

Thank you for your replies.

These are the router stats:

Current Rate(kbps)

Upstream 1139

Downstream 1152

Line Attenuation(dB) 7.2 12

SNR Margin(dB) 10 44.3

Errors(pkts) 38 3285

BT Wholesale Test

Summary of Performance Test

Ping
0 Ms

Download
0.59 Mbps

Upload
0.93 Mbps

Advance Test
Download Test
Download speed achieved during the test was 0.59 Mbps
For your connection, the acceptable range of speeds is 0.4 - 1 Mbps

IP Profile for your line is 1.01 Mbps

0.59 Mbps
1 Mbps

Upload Test
Upload speed achieved during the test was 0.93 Mbps

IP Profile for your line is 0.83 Mbps
0.93 Mbps
0.83 Mpbs
Summary Advanced Test

We were unable to identify any performance problem with your service at this time.

It is possible that any problem you have experienced may have been caused by traffic congestion or by a server responding slowly.

Please visit the "SpeedTest Guidance" for more information.

I have texted a phone fault, but have not received a reply.

Re: Slow Broadband

jab1 — Sat, 30 Nov 2024 07:24:49 GMT

Do you have noise on your phone? If so, then there is a phone fault, if not the fault is on the broadband side.Your SNR margin very strongly suggests there is a fault, which needs investigation.

Re: Slow Broadband

james18472 — Wed, 04 Dec 2024 09:45:28 GMT

Thank you for the help.

The engineer vested today, He changed the master socket and got the telephone exchange to reset the line, and the broadband is now working perfectly.

Also I wanted to put both posters as providing an a fix, but it only let me do one!