topic Re: WTH! in Plusnet Feedback

WTH!

carolej — Fri, 04 Nov 2011 13:16:19 GMT

I know we're meant to have a 10 day settling in period, but seriously, trying to download 1 Gb of upgrades for my mac and at last look was 21 hours! Are you joking! I've had to log into my friends wifi, 53 mins download there! I can't get your own site to load the speed is so dire! 10 days of this and you seriously want full price!

Re: WTH!

orbrey — Fri, 04 Nov 2011 13:23:35 GMT

Hi there,
Sorry to hear it's such a bad start. I've set your profile on our side to 3000 so hopefully that'll improve things, but ideally if you could post the stats from your router (in particular the downstream and upstream speeds) and also the results of a BT speed test we'll be able to advise further.

Re: WTH!

carolej — Fri, 04 Nov 2011 13:36:09 GMT

I couldn't get the BT speed test page to load. But you can have a result from thinkbroadband if you wish!

Re: WTH!

Strat — Fri, 04 Nov 2011 13:40:22 GMT

As Matt said some stats from your router would be informative.
You can find out how to get them here

Re: WTH!

carolej — Fri, 04 Nov 2011 13:54:51 GMT

ok, not quite sure what i'm looking at for the router, but followed the link and got this...
http://192.168.1.254/cgi/b/dsl/dt/?be=0&l0=2&l1=0

Re: WTH!

Strat — Fri, 04 Nov 2011 13:58:07 GMT

We're looking for something like this...

Quote
Upstream 448
Downstream 8128
SNR Margin(Upstream) 25.0
SNR Margin(Downstream) 5.1
Line Attenuation(Upstream) 19.0
Line Attenuation(Downstream) 25.0

Yours will be different numbers but can be cut and pasted into a reply.

Re: WTH!

snozboz — Fri, 04 Nov 2011 14:05:43 GMT

The address you posted is what you need to follow to find the router stats. The 192.168.1.254 bit is the address of your router on your own network - not viewable from anywhere else. If I follow your link, I get my router stats not yours.
Here is what I get, by copying and pasting:

Quote
Uptime: 5 days, 17:32:06
Modulation: G.992.5 annex A
Bandwidth (Up/Down) [kbps/kbps]: 444 / 5,333
Data Transferred (Sent/Received) [KB/KB]: 0.00 / 3.00
Output Power (Up/Down) [dBm]: 12.5 / 0.0
Line Attenuation (Up/Down) [dB]: 29.5 / 48.5
SN Margin (Up/Down) [dB]: 19.5 / 9.5
Vendor ID (Local/Remote): TMMB / IFTN
Loss of Framing (Local/Remote): 0 / 0
Loss of Signal (Local/Remote): 0 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): 0
Error Seconds (Local/Remote): 123 / 0
FEC Errors (Up/Down): 0 / 1,874,792
CRC Errors (Up/Down): 0 / 11,542
HEC Errors (Up/Down): 0 / 10,214

I realise that with such slow speeds, using the BT Speedtest will be painfully slow if not impossible, but please do persist in trying and waiting for it as long as it takes. Remember to ensure you do this when your computer is connected using an ethernet cable to your router (not WiFi), and make sure your computer isn't running anything else and there are no other computers online doing anything else.
HTH

Re: WTH!

carolej — Fri, 04 Nov 2011 14:10:12 GMT

DSL Connection
Link Information

Uptime: 0 days, 22:31:53
DSL Type: G.992.1 annex A
Channel mode: Interleave
Maximum Bandwidth (Up/Down) [kbps/kbps]: 976 / 352
Bandwidth (Up/Down) [kbps/kbps]: 448 / 160
Data Transferred (Sent/Received) [kB/MB]: 0.00 / 376.01
Output Power (Up/Down) [dBm]: 12.5 / 15.0
Line Attenuation (Up/Down) [dB]: 22.5 / 46.5
SN Margin (Up/Down) [dB]: 21.0 / 26.5
Vendor ID (Local/Remote): TMMB / TSTC
Loss of Framing (Local/Remote): 0 / 0
Loss of Signal (Local/Remote): 131,074 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): 0
Error Seconds (Local/Remote): 262,182 / 0
FEC Errors (Up/Down): 4 / 3,746
CRC Errors (Up/Down): 0 / 5
HEC Errors (Up/Down): 0 / 5

Re: WTH!

carolej — Fri, 04 Nov 2011 14:25:48 GMT

The BT Speedtest wouldn't load, at all. It just timed out over and over again. My mac is connected to my friend's router so i can get essential upgrades downloaded, to use the laptop with an ethernet cable means perching on the stairs and as am disabled isn't possible.

Re: WTH!

jelv — Fri, 04 Nov 2011 14:37:07 GMT

Can you reboot the router and then post those stats again please.
The key parts we are looking at are:

Quote from: carolej
Bandwidth (Up/Down) [kbps/kbps]: 448 / 160
Line Attenuation (Up/Down) [dB]: 22.5 / 46.5
SN Margin (Up/Down) [dB]: 21.0 / 26.5

You are currently syncing at 160 which is the reason for the dire speeds. The noise margin and the attenuation say you should be syncing a lot faster. Something has caused interference which made it sync at the very low speed.
Could you describe your setup please. Is your router in the master telephone socket or an extension? What do you have in other sockets (any alarms or panic buttons)? Are they filtered? Are you using any telephone extension leads?

Re: WTH!

carolej — Fri, 04 Nov 2011 14:42:18 GMT

I'll describe my set up then reboot the router for the stats.
The router is plugged into the main socket, my landline is plugged into the micro filter there. No extensions are beng used. I have my laptop connected wirelessly, and the mac is...well connected to someone else's router and internet
That's it, nothing complicated or overly loaded I wouldn't have thought. Would be nice to get the mac connected too, it can't stay connected to my friend's net forever
I'll reboot now and see what I can get.

Re: WTH!

carolej — Fri, 04 Nov 2011 14:52:09 GMT

rebooted router, here's the info

DSL Connection
Link Information

Uptime: 0 days, 0:02:07
DSL Type: G.992.1 annex A
Channel mode: Interleave
Maximum Bandwidth (Up/Down) [kbps/kbps]: 1,104 / 5,472
Bandwidth (Up/Down) [kbps/kbps]: 448 / 5,312
Data Transferred (Sent/Received) [kB/kB]: 0.00 / 17.00
Output Power (Up/Down) [dBm]: 12.5 / 19.5
Line Attenuation (Up/Down) [dB]: 22.5 / 46.5
SN Margin (Up/Down) [dB]: 25.0 / 9.0
Vendor ID (Local/Remote): TMMB / TSTC
Loss of Framing (Local/Remote): 0 / 0
Loss of Signal (Local/Remote): 0 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): 0
Error Seconds (Local/Remote): 0 / 0
FEC Errors (Up/Down): 0 / 51
CRC Errors (Up/Down): 0 / 0
HEC Errors (Up/Down): 0 / 0

Re: WTH!

jelv — Fri, 04 Nov 2011 14:57:45 GMT

That looks a lot better. You need to keep the router connected 24x7 with no re-connections and the exchange will lift your speeds when it sees the line is stable. Given the size of the increase it should take much less than the normal 3 days it can take.
If you try a BT speed test now it should run I think - please post the full results (it needs to be the full test not the new beta).

Re: WTH!

carolej — Fri, 04 Nov 2011 15:06:36 GMT

Yes I can see the difference myself. I tnd not to turn routers and stuff off, my mac is on 24/7 also, only the laptop gets closed for travelling!
Will do the speedtest, sorry I can't connect it to the ethernet, but is physically impossible for me to stand or crouch near enough to the router to do it

Re: WTH!

orbrey — Fri, 04 Nov 2011 15:09:57 GMT

I've set the profile on our side to 4500 to match the sync speed you're getting now, hope that improves things for you

Re: WTH!

carolej — Fri, 04 Nov 2011 15:23:45 GMT

Download speedachieved during the test was - 89 Kbps
For your connection, the acceptable range of speeds is 50-250 Kbps.
Additional Information:
Your DSL Connection Rate :5312 Kbps(DOWN-STREAM), 448 Kbps(UP-STREAM)
IP Profile for your line is - 135 Kbps

Re: WTH!

carolej — Fri, 04 Nov 2011 15:26:01 GMT

Thanks Matt it does seem much better, I will know better when I try to get some of my music back from iTunes, that could be interesting, am hoping to be able to download some overnight

Re: WTH!

jelv — Fri, 04 Nov 2011 15:39:08 GMT

You will see a big jump in speed when the IP profile shifts from 135Kbps. It should be less than 4 hours from when you rebooted.

Re: WTH!

carolej — Fri, 04 Nov 2011 15:56:36 GMT

Seems much better already so will be a happy bunnny if it gets much much better

Re: WTH!

jelv — Fri, 04 Nov 2011 17:07:48 GMT

In that case it has probably already increased. Have you run another BT speedtest?