topic Re: Horrible speeds for past 3 weeks! 130kbs! Helpdesk useless! in Plusnet Feedback

Horrible speeds for past 3 weeks! 130kbs! Helpdesk useless!

genkville — Wed, 03 Mar 2010 09:48:14 GMT

Don’t mean to rant (oh well) but I have been having stupid speeds such as 30kbs - 120kbs for the past 3 weeks. I have raised 2 faults but no one got back to me, telephoned over 6 times.
First call ME - Hello I’m having poor speeds
PN Reply - keep you router on for 3 days it should improve
Second call ME - Still having poor speeds
PN Reply - Do some line tests
Third call ME - Done line tests (changed filter) (only left ADSL on, took phone line out)
PN Reply - You now need to raise a fault and wait 48 hours
Fourth call ME - Hi i have waited 48 hours still poor speeds
PN Reply - You need to leave it for 72 hours (I was told 48??)
Checked online - no one seems to have replied to my fault
Fifth call ME – It’s been 72 hours still no change, can you progress my fault please?
PN Reply - Sir we have noticed you keep switching your router off
My reply - I haven’t its been on for the past 72 hours
PN Reply - Yes but we have noticed it’s been switched off several times within a day including a switch off at 4AM!!
My reply - So you’re saying i wake up at 4AM, go down stairs and switch it off then back on again? I'm bloody asleep!!
PN Reply - Sorry sir this now seems to be a fault with the line dropping out an your profile is set wrong........ Go figure!

After all of this I'm still getting poor speeds. I am meant to be getting 4 - 5 mbps...

Re: Horrible speeds for past 3 weeks! 130kbs! Helpdesk useless!

Mand — Wed, 03 Mar 2010 10:16:16 GMT

Hi there,
You do seem to have a dropping connection, but your profile seems ok just now.
Can you post the results of a BT speedtest please?

Re: Horrible speeds for past 3 weeks! 130kbs! Helpdesk useless!

sharpyuk — Wed, 03 Mar 2010 10:18:45 GMT

@genkville
Try changing your micro-filter as well.

Re: Horrible speeds for past 3 weeks! 130kbs! Helpdesk useless!

genkville — Wed, 03 Mar 2010 10:32:24 GMT

Hi Mand
I am at work can i do this later? I'm roughly getting between 60 - 150 kbs. Can i get back to you tonight?
And thank you for replying Mand.
dick:quote

Re: Horrible speeds for past 3 weeks! 130kbs! Helpdesk useless!

genkville — Wed, 03 Mar 2010 10:33:39 GMT

Quote from: sharpyuk
@genkville
Try changing your micro-filter as well.

Thank you sharp. I have already changed the Micro - Filter to a new one but still no change dude
"Third call ME - Done line tests (changed filter) (only left ADSL on, took phone line out)
PN Reply - You now need to raise a fault and wait 48 hours"

Re: Horrible speeds for past 3 weeks! 130kbs! Helpdesk useless!

DavidH — Wed, 03 Mar 2010 10:38:48 GMT

@genkville
Try changing your ISP as well.
(It seems to be the best solution)

Re: Horrible speeds for past 3 weeks! 130kbs! Helpdesk useless!

sharpyuk — Wed, 03 Mar 2010 10:40:40 GMT

@DavidH
Come on david! play fair
Yes you have had issues and i am sure it was a nightmare, but there are also plenty of us that have not had issues.
There are also plently of people that change provider only to suffer the same issues again.

Re: Horrible speeds for past 3 weeks! 130kbs! Helpdesk useless!

Mand — Wed, 03 Mar 2010 10:44:03 GMT

Quote from: genkville
Hi Mand
I am at work can i do this later? I'm roughly getting between 60 - 150 kbs. Can i get back to you tonight?
And thank you for replying Mand.

Yeah, sure. I'd be interested to see the results though, 'cos a test now seems fine.

Re: Horrible speeds for past 3 weeks! 130kbs! Helpdesk useless!

genkville — Wed, 03 Mar 2010 10:47:15 GMT

Quote from: DavidH
@genkville
Try changing your ISP as well.
(It seems to be the best solution)

Thank you for your suggestion but i have faith in Mand and the forum team.

Re: Horrible speeds for past 3 weeks! 130kbs! Helpdesk useless!

genkville — Wed, 03 Mar 2010 10:48:47 GMT

Quote from: sharpyuk
@DavidH
Come on david! play fair
Yes you have had issues and i am sure it was a nightmare, but there are also plenty of us that have not had issues.
There are also plently of people that change provider only to suffer the same issues again.

Ditto about people having same problems. I want to just have a nice connection thats all.

Re: Horrible speeds for past 3 weeks! 130kbs! Helpdesk useless!

genkville — Wed, 03 Mar 2010 10:49:35 GMT

Quote from: Mand
Quote from: genkville
Hi Mand
I am at work can i do this later? I'm roughly getting between 60 - 150 kbs. Can i get back to you tonight?
And thank you for replying Mand.

Yeah, sure. I'd be interested to see the results though, 'cos a test now seems fine.

Really? What am I getting?

Re: Horrible speeds for past 3 weeks! 130kbs! Helpdesk useless!

genkville — Wed, 03 Mar 2010 15:27:46 GMT

Sorry! just testing the insert image works

Re: Horrible speeds for past 3 weeks! 130kbs! Helpdesk useless!

sharpyuk — Wed, 03 Mar 2010 16:04:29 GMT

Quote
Sorry! just testing the insert image works

It works

Re: Horrible speeds for past 3 weeks! 130kbs! Helpdesk useless!

genkville — Wed, 03 Mar 2010 16:55:18 GMT

Mand here are the results
Download speedachieved during the test was - 182 Kbps
For your connection, the acceptable range of speeds is 600-7150 Kbps.
Additional Information:
Your DSL Connection Rate :4128 Kbps(DOWN-STREAM), 448 Kbps(UP-STREAM)
IP Profile for your line is - 3500 Kbps

Re: Horrible speeds for past 3 weeks! 130kbs! Helpdesk useless!

spraxyt — Wed, 03 Mar 2010 17:26:46 GMT

Those mybroadbandspeed results are poor but have you tried a BT speedtest which you will find at http://www.speedtester.bt.com.? It was the latter test that Mand requested.

Re: Horrible speeds for past 3 weeks! 130kbs! Helpdesk useless!

genkville — Wed, 03 Mar 2010 19:43:52 GMT

Thanks dude. Amended.
dick:quote

Re: Horrible speeds for past 3 weeks! 130kbs! Helpdesk useless!

spraxyt — Wed, 03 Mar 2010 20:09:23 GMT

3500kbps is the correct IP Profile for a sync speed of 4128kbps. Does Current line speed in the Member Centre (here) show the same value? If it does I suggest you disconnect from Plusnet then reconnect using your router's WAN interface (no need to re-sync) then try a test at mybroadbandspeed again.

Re: Horrible speeds for past 3 weeks! 130kbs! Helpdesk useless!

genkville — Wed, 03 Mar 2010 20:34:14 GMT

No idea how to do the above dude
I have reset my router already still no change.
dick:quote

Re: Horrible speeds for past 3 weeks! 130kbs! Helpdesk useless!

Oldjim — Wed, 03 Mar 2010 21:09:18 GMT

Click on this link https://portal.plus.net/my.html?action=data_transfer_speed and report current line speed from it

Re: Horrible speeds for past 3 weeks! 130kbs! Helpdesk useless!

genkville — Wed, 03 Mar 2010 21:24:41 GMT

Is this it?

Telephone number:
011427XXXXX
Phone exchange:
SHEFFIELD
Estimated line speed:
4 - Checked on 2010-01-20 11:56:52
Current line speed:
750
dick:quote