topic Re: With regret in Tech Help - Software/Hardware etc

With regret

rooky — Sun, 19 Jan 2025 19:00:48 GMT

I was a long term plus net user and then moved to sky a few month back as had a good deal combined with Stream..

But on monday my broadband went all bad I was getting good speed of 70 - 71 when i first moved over a few month back but on Monday internet gutted up router kept losing connection. On thursday open reach came to my house checked everything and put in a new socket which it didn't really needed.. My speed is not back to how it was it around 45-55 no higher i have always had a good stable speed of 70. Sky cant seem to understand why they cant get it back to that...

So i am thinking of coming back to plus net or would this speed problem still be waiting for me if moved back to plus net i wanted to ask this before i join up again as i do miss plus net stable speed i had for years I was with madafish

Re: With regret

MisterW — Sun, 19 Jan 2025 19:52:34 GMT

I'm not familiar with the Sky routers but is there any chance you could post the router stats

Re: With regret

rooky — Sun, 19 Jan 2025 19:54:50 GMT

Nope not on the Sky Max router they dont have that option on that router just the basic router yup stupid that why i am annoyed as that would help me find out where the issues is

Re: With regret

MisterW — Sun, 19 Jan 2025 20:08:05 GMT

Did the OR engineer request a DLM reset when the master socket had been changed ? If not then maybe try to get SKY to request one

Re: With regret

rooky — Sun, 19 Jan 2025 20:09:39 GMT

Sky said there no such thing anymore i think they are talking rubbish

Re: With regret

MisterW — Sun, 19 Jan 2025 20:16:57 GMT

Assuming you are still on an FTTC ( sogea) connection and not FTTP ? Which you must be if you still have a master socket, Then yes, they are talking rubbish

If all else fails and your speeds aren't meeting the estimates they gave when you joined, the they have 30 days to fix it or you can leave without ETCs

Re: With regret

rooky — Sun, 19 Jan 2025 20:16:32 GMT

They are already letting me leave without charge they have told me today i am free to leave they will waive the charge so that say something..

If i came back to plus net you reckon they get me back to my speed i had before for years at 70meg

Re: With regret

MisterW — Sun, 19 Jan 2025 20:20:21 GMT

A change of supplier should cause a DLM reset. so unless there's a fault on the line which the OR engineer didn't fix, then you should go back to the previous speeds. Just check what the estimates are now though ? As sometimes they seem to be based on what the line is currently achieving

Re: With regret

rooky — Sun, 19 Jan 2025 20:20:45 GMT

66-72meg like alway has been and i always got near the top end as i am very close to exchange

Re: With regret

MisterW — Sun, 19 Jan 2025 20:32:28 GMT

What is the MGALS ?

Just a thought, have you still got the old router ? Try plugging it in, it won't connect of course, but it should still sync and you should be able to see the stats

Re: With regret

rooky — Sun, 19 Jan 2025 20:32:18 GMT

My plus net router?

Re: With regret

MisterW — Sun, 19 Jan 2025 20:34:18 GMT

Yes, It won't make an internet connection cos Sky use MER and PN use Pppoe but it should at least get DSL sync and show the speed and noise margins

Re: With regret

rooky — Sun, 19 Jan 2025 20:36:17 GMT

Will see if i can find it if i have kept it

Refresh me how to find the stats

Re: With regret

rooky — Sun, 19 Jan 2025 20:47:25 GMT

How long should i leave it plugged in for pls

Re: With regret

dvorak — Sun, 19 Jan 2025 20:48:36 GMT

Moderators Note

This topic has been moved from Broadband to Tech Help

Re: With regret

jab1 — Sun, 19 Jan 2025 20:50:26 GMT

@rooky wrote:

Refresh me how to find the stats

For the Hub One -

Navigate from the Home Screen to Troubleshooting > Helpdesk

For the Hub Two -

Navigate from the Home Screen to Advanced Settings > Technical Log > Information

Just long enough to obtain the data.

Re: With regret

MisterW — Sun, 19 Jan 2025 20:51:41 GMT

Just long enough to get the stats. TBH I don't use a PN supplied router but there's plenty of posts on here showing how to get the stats

Thanks @jab1

Re: With regret

rooky — Sun, 19 Jan 2025 21:00:37 GMT

If just looked no longer got my plusnet router arghhhhh

Re: With regret

rooky — Sun, 19 Jan 2025 21:21:51 GMT

Well i just found it remember where i put it

Product code:Plusnet Hub Two

Serial number:+108417+2134006714

Firmware version:v0.10.00.04201-PN

Firmware updated:19-Jun-2023

Board version:R01

GUI version:1.9 16_08_2022

DSL uptime:0 Days 0 Hrs 1 Min

Data rate:17 Mbps / 66.999 Mbps

Maximum data rate:21.664 Mbps / 73.140 Mbps

Noise margin:9.1 / 7.2

Line attenuation:7.2 / 14.3

Signal attenuation:7.1 / 14.4

VLAN id:101

Upstream error control:Off

Downstream error control:Off

Data sent / received:-

Re: With regret

outcast — Sun, 19 Jan 2025 21:25:34 GMT

Banded line ! - needs a DLM reset !