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Day 11, 3 Engineers still no broadband

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Plusnet Help Team
Plusnet Help Team
Posts: 15,135
Thanks: 440
Fixes: 124
Registered: ‎27-04-2007

Re: Day 11, 3 Engineers still no broadband

I'm sorry to hear changes were made to your sockets which you might not have approved of.

 

We would always need you to connect to the master socket though, especially in light of a speed fault.

 

With regards to your current speeds 5mbps is exactly the estimate for your line so we wouldn't be able to push for any improvement on that.

 

Latency is obviously still an issue, I'm assuming that was over WiFi, can you test that over a cabled connection and give us some comparative results?

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
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Grafter
Posts: 36
Registered: ‎21-12-2011

Re: Day 11, 3 Engineers still no broadband

Hi Adam,

I will do the test again tonight although that was from my laptop cabled.

Why should I accept 5Mbps when before the fault I was getting 6-7Mbps?

The latency is shocking to be honest.

 

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Grafter
Posts: 36
Registered: ‎21-12-2011

Re: Day 11, 3 Engineers still no broadband

Hi Adam,

Here is my ping results. Draytek 2820n direct into new Mk3 socket. Laptop cabled directly to router.

As you can see there is packet loss and the average ping is poor, considering that it was fine before the noisy phone line. I am still positive it is the repaired join that open reach "fixed" is faulty

Reply from 8.8.8.8: bytes=1472 time=61ms TTL=59
Reply from 8.8.8.8: bytes=1472 time=151ms TTL=59
Reply from 8.8.8.8: bytes=1472 time=65ms TTL=59
Reply from 8.8.8.8: bytes=1472 time=57ms TTL=59
Reply from 8.8.8.8: bytes=1472 time=65ms TTL=59
Reply from 8.8.8.8: bytes=1472 time=57ms TTL=59
Reply from 8.8.8.8: bytes=1472 time=58ms TTL=59
Reply from 8.8.8.8: bytes=1472 time=63ms TTL=59
Reply from 8.8.8.8: bytes=1472 time=60ms TTL=59
Reply from 8.8.8.8: bytes=1472 time=62ms TTL=59
Reply from 8.8.8.8: bytes=1472 time=59ms TTL=59
Reply from 8.8.8.8: bytes=1472 time=60ms TTL=59
Reply from 8.8.8.8: bytes=1472 time=64ms TTL=59
Reply from 8.8.8.8: bytes=1472 time=119ms TTL=59
Reply from 8.8.8.8: bytes=1472 time=844ms TTL=59
Reply from 8.8.8.8: bytes=1472 time=374ms TTL=59
Reply from 8.8.8.8: bytes=1472 time=62ms TTL=59
Reply from 8.8.8.8: bytes=1472 time=63ms TTL=59
Reply from 8.8.8.8: bytes=1472 time=187ms TTL=59
Reply from 8.8.8.8: bytes=1472 time=1535ms TTL=59
Reply from 8.8.8.8: bytes=1472 time=224ms TTL=59
Reply from 8.8.8.8: bytes=1472 time=683ms TTL=59
Reply from 8.8.8.8: bytes=1472 time=410ms TTL=59
Request timed out.
Request timed out.
Reply from 8.8.8.8: bytes=1472 time=384ms TTL=59
Request timed out.
Reply from 8.8.8.8: bytes=1472 time=1057ms TTL=59
Reply from 8.8.8.8: bytes=1472 time=326ms TTL=59
Reply from 8.8.8.8: bytes=1472 time=128ms TTL=59
Reply from 8.8.8.8: bytes=1472 time=117ms TTL=59
Reply from 8.8.8.8: bytes=1472 time=56ms TTL=59
Reply from 8.8.8.8: bytes=1472 time=128ms TTL=59
Reply from 8.8.8.8: bytes=1472 time=57ms TTL=59
Reply from 8.8.8.8: bytes=1472 time=57ms TTL=59

Ping statistics for 8.8.8.8:
Packets: Sent = 668, Received = 655, Lost = 13 (1% loss),
Approximate round trip times in milli-seconds:
Minimum = 53ms, Maximum = 2855ms, Average = 181ms

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Grafter
Posts: 36
Registered: ‎21-12-2011

Re: Day 11, 3 Engineers still no broadband

Hi Adam, I have started an external monitor on my connection. As you can see there are dropouts and also the latency is all over the place. The graph only goes to 140ms, but in reality it is up to 3000ms

Pnet.jpg

Highlighted
Grafter
Posts: 36
Registered: ‎21-12-2011

Re: Day 11, 3 Engineers still no broadband

Day 19 still poor broadband.  Can I get some resolution on this please Plusnet.

There is obviously still a fault! see below. Where do I have to post this to get a response? Twitter, facebook

 plusnet2.jpg

 

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Community Veteran
Posts: 26,786
Thanks: 989
Fixes: 10
Registered: ‎10-04-2007

Re: Day 11, 3 Engineers still no broadband

That graph does look rather like one affected by traffic. Is there a period when all your devices are totally powered off (only thing powered up is the router)? Also a period when devices are powered up and logged in but you are not actually doing anything?

jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£14.40/month)
Mobile: iD mobile (£4/month)
Highlighted
Grafter
Posts: 36
Registered: ‎21-12-2011

Re: Day 11, 3 Engineers still no broadband

Usually between say 1am and 6am there is no significant traffic.

Last night there were 3 users. They were probably streaming youtube. 

Even when the router is only connected (cabled) to my laptop and direct to the master socket, you get timeouts and latency between 24ms and 3000+ms. That can happen just with a constant ping of varying packet size.

Before the noisy phone line fault my connection/latency etc was all fine. I have gone from 6.5Mbps and good latency to 5Mbps if I am lucky and really poor latency which is useless for gaming never mind stuttering youtube,netflix,amazon prime, sonos etc.

I still think there is a dodgy connection in the openreach manhole as the engineer did say it was a tricky one as its aluminium joining copper.

 

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Grafter
Posts: 36
Registered: ‎21-12-2011

Re: Day 11, 3 Engineers still no broadband

I have done a further quiet line test 17070 and there is a click/ticking every couple of seconds. I also got a crackle but that only happened twice.

You can also see that tonight there are more timeouts. That was youtube only.plusnet3.jpg

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Grafter
Posts: 36
Registered: ‎21-12-2011

Re: Day 11, 3 Engineers still no broadband

One Month!! still rubbish

 

I still have noise on the line. Doing the quiet line test from the internal socket I can hear clicking every couple of seconds.
I regard this as a fault as there should be zero noise on the line

As I say again, before the initial fault in September!! I had no issues contended or not. My speeds were a solid 6.5 and low latency.
As you can see from today's chart latency is awful and the timeouts unacceptable.

There is still a fault even if you cannot see it....

Plusnet291016.png

Highlighted
Grafter
Posts: 36
Registered: ‎21-12-2011

Re: Day 11, 3 Engineers still no broadband

Update on my issues.

My landline can now get FTTC, so I decided to upgrade to FTTC as I dont want to miss my slot on the cabinet.

No email stating on when this will be activated or anything about the upgrade order, so I decided to use the chat.

 

They told me that

"there is currently an automatic order going through for your broadband to transfer your services on to a new more stable network connection. We will need to wait for this to go through before we can place an upgrade order for you."

Why was I not told about this?Huh

I did not want to stay with Plusnet but decided I had to just in case I miss a slot on the new FTTC cabinet.

my current ADSL connection below. The timeouts are now worse than before.

 

I am at a loss

Plusnet151116.png