topic Re: Unacceptable connection speeds in Plusnet Feedback

Unacceptable connection speeds

leewilson78 — Mon, 04 Jan 2010 13:03:39 GMT

My connections speeds have been very poor for the past 2 months or so, I keep having to turn the modem off. I have submitted several tickets, I have been asked to go through the fault testing. I am at the stage where I am testing with BT, the problem is that sometimes it works, when it doesn't, I have to turn off my modem, on average, I do this around 5 times a day, which I would deem unacceptable.
Anyway, lets see how the BT test goes.

Re: Unacceptable connection speeds

leewilson78 — Mon, 04 Jan 2010 13:12:20 GMT

The BT test shows a good connection speed of 5767 Kbps, however, this is unreliable throughout the course of the day.

Re: Unacceptable connection speeds

gswindale — Mon, 04 Jan 2010 13:28:32 GMT

How are you connected to the modem?

Re: Unacceptable connection speeds

leewilson78 — Mon, 04 Jan 2010 13:35:28 GMT

I am connected via a wireless connection, which hasn't been a problem for the past few years. As mentioned, it really fluctuates, the connection seems to drop all together at times.

Re: Unacceptable connection speeds

leewilson78 — Mon, 04 Jan 2010 13:37:41 GMT

When posting the above reply for example, I had to wait around 30-45 seconds for the page to load.

Re: Unacceptable connection speeds

Chris — Mon, 04 Jan 2010 13:43:41 GMT

Hi there,
Looking at the connection logs your line is disconnecting regularly. Rather than report this to us as a speed fault, I'd suggest reporting it as an intermittent fault (going through the faults checker there are some different options to pick). I'd be happy to update the faults checker for you if you'd like? If you could confirm the following I'll get this kicked through to our faults team:
- You are connected to the master socket
- You have removed any extension leads
- You have tried an alternate filter
- Any other telephony devices are filtered or removed from the line

Re: Unacceptable connection speeds

leewilson78 — Mon, 04 Jan 2010 13:56:26 GMT

Hi Chris,
- You are connected to the master socket <<< I am using the same socket I have always used, which is located in the master bedroom in our house.
- You have removed any extension leads <<< What type of extension lead?
- You have tried an alternate filter <<< I bought a new filter last month, which didn't seem to fix the issue.
- Any other telephony devices are filtered or removed from the line <<< I have my telephone line going into the filter, should I remove this? I also have a skype phone connected directly into the modem (via an ethernet cable). We do not rely on this phone, so I can disconnect it.

Re: Unacceptable connection speeds

jelv — Mon, 04 Jan 2010 14:00:32 GMT

Is the socket in the bedroom the master (or only) socket? Modern master sockets have a removable lower half with a test socket inside:

Before PN will go anywhere with investigating your problems you need to try the router connected to that test socket using the filter and 1-2M cable that was supplied with the router.

Re: Unacceptable connection speeds

Chris — Mon, 04 Jan 2010 14:01:12 GMT

Quote
- You are connected to the master socket <<< I am using the same socket I have always used, which is located in the master bedroom in our house.

- Have you tested in the master socket of the house? It's quite often extension wiring that causes intermittent connections.

Quote
- You have removed any extension leads <<< What type of extension lead?

- You should really be using the cable that came with the router, anything longer can pick up interference.

Re: Unacceptable connection speeds

jelv — Mon, 04 Jan 2010 14:05:55 GMT

Sorry I should also have said that when you have removed the lower half of the master socket you should confirm that ALL other telephone extension sockets are dead.

Re: Unacceptable connection speeds

jelv — Mon, 04 Jan 2010 14:09:37 GMT

Quote from: Chris
Quote
- You have removed any extension leads <<< What type of extension lead?

- You should really be using the cable that came with the router, anything longer can pick up interference.

You may not have changed anything to do with your telephone or computer equipment, but if there are problems with the wiring and anything else in or near the house changes it could start picking up interference.

Re: Unacceptable connection speeds

leewilson78 — Mon, 04 Jan 2010 14:30:05 GMT

@jelv: with regards to the socket, I have two old looking sockets BT sockets and one relatively new NTL socket (previous provider). Both sockets look the same, i.e. no difference that would suggest one is the master. The unused BT socket is downstairs in the lounge (directly beneath the socket I am using).
With regards to extensions, I had changed the filter (as per PN's recommendation), I have now placed the original filter that came with the modem.

Re: Unacceptable connection speeds

jelv — Mon, 04 Jan 2010 15:26:26 GMT

Oh drat! If none of your sockets is a new style master socket with a removable lower half it makes things far more difficult. Can you figure out which is the first socket from where the BT wire enters the house? If you can, photos of the socket both outside and showing the wiring inside might help us point you in the right direction. (You can attach photos from the additional options when making a post)

Re: Unacceptable connection speeds

pierre_pierre — Mon, 04 Jan 2010 15:31:57 GMT

Quote
when it doesn't, I have to turn off my modem, on average, I do this around 5 times a day, which I would deem unacceptable.

Quote from: leewilson78
I am connected via a wireless connection, which hasn't been a problem for the past few years. As mentioned, it really fluctuates, the connection seems to drop all together at times.

probably all those dropped connections are you. Have you tried changing you wireless channel, it could be that you have a neighbour on the same or nearby channel that is affecting your signal

Re: Unacceptable connection speeds

leewilson78 — Mon, 04 Jan 2010 15:50:43 GMT

Ok, taken some pictures, will post back, problem is my connection has hit an all time low.

Re: Unacceptable connection speeds

jelv — Mon, 04 Jan 2010 15:56:46 GMT

Can you (if the pictures don't show it) give a list of absolutely everything that is plugged in to any telephone socket please (we don't need details of the equipment plugged in to the router).

Re: Unacceptable connection speeds

leewilson78 — Mon, 04 Jan 2010 16:03:13 GMT

The socket in the lounge:

From outside where the wire enters the lounge:

Wire on it way to the telegraph pole:

The wire connecting to the telegraph pole (which is right outside our house):

p.s. it is the worst it has been this afternoon, reset the modem 5 times, just sitting here waiting for pages to load.

Re: Unacceptable connection speeds

leewilson78 — Mon, 04 Jan 2010 16:04:15 GMT

Will these do?

Re: Unacceptable connection speeds

jelv — Mon, 04 Jan 2010 16:14:00 GMT

Not the tidiest of installations (not your fault)!
Can you get a photo of the back of the faceplate so that we can see what wires are connected please. It might need an explanation of which is the incoming BT wire and what wires go where.
(You don't need to upload the photos to photobucket - when making your post click the + beside Additional Options and you can directly attach the photo to your post)

Re: Unacceptable connection speeds

leewilson78 — Mon, 04 Jan 2010 16:27:33 GMT

Your telling me its not tidy, I personally think BT need to come out and tidy it up.
Right, hopefully this is the faceplate, apologies for the poor image quality.