0.288mb/s download and support ticket #70000899
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0.288mb/s download and support ticket #70000899
26-05-2013 2:25 PM
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Currently we are getting just 0.288mb/s down, and i'm even having to post this using my Son's mobile internet dongle, as we'll turn into cobweb covered skeletons before web pages load
Using the BT Speedchecker and upon entering our line phone number I notice that our BT IP profile is set to just 0.25mb/s
This has only started happening since we moved from Sky, previously we were enjoying 6 mb/s from Sky's budget package, now after the migration we are getting little more than dial up.
Our support question / ticket is #70000899 and its been stuck at 'we are looking into your fault this can take upto 24 hours...' since Friday. I appreciate that its a Bank Holiday weekend, but could somebody at least look into / nudge the BT IP profile which seems to be causing this?
Re: 0.288mb/s download and support ticket #70000899
26-05-2013 2:59 PM
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Re: 0.288mb/s download and support ticket #70000899
28-05-2013 10:53 AM
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Link Information
Uptime: 0 days, 0:06:12
DSL Type: ITU-T G.992.5
Bandwidth (Up/Down) [kbps/kbps]: 444 / 283
Data Transferred (Sent/Received) [kB/kB]: 182,08 / 989,71
BT Wholesale Speed Test info
1. Best Effort Test: -provides background information.
Download Speed
0.24 Mbps
0 Mbps 0.25 Mbps
Max Achievable Speed
Download speed achieved during the test was - 0.24 Mbps
For your connection, the acceptable range of speeds is 0.1 Mbps-0.25 Mbps.
IP Profile for your line is - 0.25 Mbps
2. Upstream Test: -provides background information.
Upload Speed
0.35 Mbps
0 Mbps 0.45 Mbps
Max Achievable Speed
Upload speed achieved during the test was - 0.35Mbps
Additional Information:
Upstream Rate IP profile on your line is - 0.45 Mbps
Re: 0.288mb/s download and support ticket #70000899
28-05-2013 11:08 AM
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If you have a Plusnet TG582n router this is where to get the information
http://192.168.1.254/cgi/b/dsl/dt/?be=0&l0=2&l1=0
If you have a different router please advise which one
Re: 0.288mb/s download and support ticket #70000899
28-05-2013 11:12 AM
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this is plugged directly into the BT Master Test Socket
Uptime: 0 days, 0:02:26
DSL Type: ITU-T G.992.5
Bandwidth (Up/Down) [kbps/kbps]: 444 / 283
Data Transferred (Sent/Received) [kB/MB]: 533,20 / 3,21
Output Power (Up/Down) [dBm]: 12,6 / 0,0
Line Attenuation (Up/Down) [dB]: 24,3 / 43,5
SN Margin (Up/Down) [dB]: 29,7 / 6,6
System Vendor ID (Local/Remote): TMMB / ----
Chipset Vendor ID (Local/Remote): BDCM / 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): -
Error Seconds (Local/Remote): 0 / 0
FEC Errors (Up/Down): 0 / 4.780
CRC Errors (Up/Down): 0 / 0
HEC Errors (Up/Down): 0 / 0
Re: 0.288mb/s download and support ticket #70000899
28-05-2013 11:24 AM
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First - when you are plugged into the test socket are all the other phone extensions dead and can you try a different filter
Re: 0.288mb/s download and support ticket #70000899
28-05-2013 11:35 AM
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We have already raised a fault with Plusnet (on Friday), and have also since updated it with the stats etc. No reply / update from Plusnet to the ticket and no promised phone call. This is what we are seeing when logged into the ticket
A Ticket has been raised to our Faults Team with these details. We'll contact you as soon as we have more information and let you know what happens next. In the meantime, we'll run some more tests on your telephone line over the next 24 hours.
Obviously its been the Bank Holiday, but we had hoped that this would get this looked into this morning or that they would have been in touch.
Yes, all of the other phones disconnect when the front plate of the incoming socket is removed in order to access the Master Socket behind (which the router is now plugged directly into), we have tried two new microfilters but the problem remains.
Re: 0.288mb/s download and support ticket #70000899
28-05-2013 11:43 AM
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Hopefully a staff member will pick this up and give it a kick
Re: 0.288mb/s download and support ticket #70000899
28-05-2013 11:53 AM
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Re: 0.288mb/s download and support ticket #70000899
28-05-2013 12:18 PM
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Quote This has only started happening since we moved from Sky, previously we were enjoying 6 mb/s from Sky's budget package
I assume from that, you have a Sky box.
Quote Yes, all of the other phones disconnect when the front plate of the incoming socket is removed in order to access the Master Socket behind (which the router is now plugged directly into), we have tried two new microfilters but the problem remains.
Does the Sky box disconnect when the front plate is removed, it should do but I've seen installations where it doesn't. If the Sky box is still connected ( and not filtered ) then that will cause problems.
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
Re: 0.288mb/s download and support ticket #70000899
28-05-2013 1:53 PM
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Yes there is a Sky box, its the old style original box, and is plugged to the normal bt outlet socket in the living room, the socket goes completely dead when the faceplate is removed (tested with a handset - no dial tone)
Hopefully Plusnet will at least acknowledge the ticket / fault today.
Re: 0.288mb/s download and support ticket #70000899
28-05-2013 1:55 PM
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Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
Re: 0.288mb/s download and support ticket #70000899
28-05-2013 2:38 PM
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I've nudged our faults team about this and the ticket should get picked up this afternoon for you. Sorry about the delay.
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- Re: 0.288mb/s download and support ticket #7000089...