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Broadband + 2500 ms ping and less than 0.50 mb speed in the evening

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isleman1969
Hooked
Posts: 5
Registered: ‎12-06-2018

Broadband + 2500 ms ping and less than 0.50 mb speed in the evening

I can't say how frustrating it feels that for the last 2-3 weeks almost every evening my Plusnet broadband is so slow to the point that you can't see anything on iplayer or youtube and web pages are loading so slow that is impossible to use it .

This happened also in the past but for shorter times but now is absolutely horrendous . I have run several tests over the last two three weeks and I had shocking ping times like more than 2500 ms and download speeds at less than 0.30mb .

Once again I have to say that during day time and nights is better and sometimes hitting 13-14 Mb download with 30 ms .

Have tried to phone customer services and ended up finishing the call after been told that average waiting time is 20 minutes to get through.

This is one of the worst broadband services  I have experienced in the the last 10 years .

Can somebody look into this ? Its even more frustrating as I paid the whole year in advance for a sub par service.

4 REPLIES 4
Gel
Seasoned Pro
Posts: 1,810
Thanks: 194
Fixes: 17
Registered: ‎02-08-2007

Re: Broadband + 2500 ms ping and less than 0.50 mb speed in the evening

Plusnet Help Team
Plusnet Help Team
Posts: 14,325
Thanks: 4,469
Fixes: 730
Registered: ‎21-04-2017

Re: Broadband + 2500 ms ping and less than 0.50 mb speed in the evening

Hi there.

Line tests are showing your router in sync at a stable speed of 21mbps with no reported congestion at your exchange.

Are your devices connecting over WiFi or straight to the router using an ethernet cable?

If you're using WiFi, would you be able to try a wired connection? This will help narrow down where the problem lies. If your speed is OK that way, then it's likely the issue lies with the wireless signal and further help can be found here.

If you're still having problems using a wired connection, can you run a BT speedtest at http://www.speedtest.btwholesale.com via Internet Explorer or Microsoft Edge, completing the further diagnostics at the end? This will store the result on the supplier system and will help us in reporting a fault to our suppliers.

Please let us know how you get on.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
isleman1969
Hooked
Posts: 5
Registered: ‎12-06-2018

Re: Broadband + 2500 ms ping and less than 0.50 mb speed in the evening

Thank you for looking into this . The drop in speed is across all my devices wireless or wired.

As explained this issue happens in the evening and for this reason the tests run through the day will not reveal much .

Have a look at tests run on my Ipad yesterday evening at 0.43Mbps Download  , then last week at 0.52 Mbps and then the week before which was 10.2 Mbps but the ping was was a shocking 1529ms , however still not bad as last night at 2351Ms. I could not even browse the internet as it was +30 seconds to load a page.

I will run the  tests if the speed drops again this evening and I will be running them from wired and wireless devices . I wil also perform the btwholesale speedtest and see what we will get out of it.

Plusnet Help Team
Plusnet Help Team
Posts: 14,325
Thanks: 4,469
Fixes: 730
Registered: ‎21-04-2017

Re: Broadband + 2500 ms ping and less than 0.50 mb speed in the evening

No worries. I've made a change to the settings on your line which may help things.

Let us know if the problem continues.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team