Dire broadband
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Dire broadband
24-10-2016 6:26 PM
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Of course, award winning customer service can't be emailed...instead I have to sit on the phone or webchat which isn't suitable when trying to look after a child.
Please can someone give me an email address to contact? Currently a terrible decision to use plusnet and I'm regretting it.
Re: Dire broadband
25-10-2016 9:39 AM
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Hi there,
Sorry that you're having problems with your speed.
Looking at your line estimates you should be seeing much faster than you currently are:
Estimates:
ADSL Products |
Downstream Line Rate(Mbps) |
Upstream Line Rate(Mbps) |
Downstream Range(Mbps) |
Availability Date |
Left in Jumper |
|||
---|---|---|---|---|---|---|---|---|
WBC ADSL 2+ | Up to 11.5 | -- | 10 to 13 | Available | -- | -- | ||
WBC ADSL 2+ Annex M | Up to 11.5 | Up to 1 | 10 to 13 | Available | -- | -- |
Line Test result:
Upstream DSL Link Information | Downstream DSL Link Information | |
Loop Loss: | 50.5 | 51.5 |
SNR Margin: | 5.8 | 16.3 |
Errored Seconds: | 0 | 10 |
HEC Errors: | 0 | |
Cell Count: | 2247 | 10351 |
Speed: | 423 | 3155 |
Maximum Stable Rate (KBPS): | 2848 | Fault Threshold Rate (KBPS): | 2278 |
Mean Time Between Retrains (Seconds): | 86400 | Mean Time Between Errors Upstream (Seconds): | 1054 |
Indicative Line Quality: | G | Mean Time Between Errors Downstream (Seconds): | 477 |
However looking at the loop loss of your line that suggests the line is longer than the estimates seem to think.
Testing your line is showing: Problem Explanation: [NF03] The Copper Line test has failed. MFL :- (CA)
So that's suggesting a fault on the phone line itself, which will have a knock-on effect on your broadband.
When we test your phone line directly this is showing as a loop fault, these are often caused by internal setups/equipment.
Can you confirm how your router/phone are connected? Are they in the master socket without any extension leads in place?
Can you unplug everything from the phone line and let me know when you've done that? I can retest then and see if we get the same error.
Re: Dire broadband
25-10-2016 11:22 AM
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Just the router is connected to the master socket via an adsl splitter. There are no extensions.
Last night about an hour or two after my complaint it seemed to fix itself but now it's bad again.
Let me know if you need further information.
Thanks
Andrew
Re: Dire broadband
25-10-2016 11:23 AM
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Re: Dire broadband
25-10-2016 11:34 AM
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That's no longer finding a fault now that you've unplugged everything, so it points towards something internal causing this.
What kind of faceplate do you have? Does it have separate sockets for phone/broadband or just one socket?
Does it look like this:
Or just has the bottom socket?
Re: Dire broadband
25-10-2016 11:46 AM
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It's just got the bottom socket and a splitter. See attached...
As I said, worked fine last night.
Thanks
Andrew Collins
Re: Dire broadband
25-10-2016 11:50 AM - edited 25-10-2016 11:52 AM
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Would you be able to plug in to the test socket for me? If you remove the bottom half of that socket there's the engineer socket. Plug everything in and let me know, I'll retest the line and see if I can spot an improvement on the line stats. Also if you have one it may be worth testing a different filter.
If the problem continues at that point I'd advise getting this reported to us as a fault at https://faults.plus.net
Re: Dire broadband
25-10-2016 12:24 PM - edited 25-10-2016 12:25 PM
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If you just plug your phone in to the test socket without the splitter is the line clear? (Dial 17070 option 2 for a quiet line test - it should be silent with no crackles or background noise). If it is noisy testing with a different handset (preferably wired not DECT) would be good.
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) |
Re: Dire broadband
25-10-2016 12:39 PM
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Plugged it all into test socket. Got to pop out now but please let me know how it goes. I don't hear a landline phone to test with unfortunately.
Thanks
Andrew Collins
Re: Dire broadband
25-10-2016 12:47 PM
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Re: Dire broadband
25-10-2016 12:49 PM
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Please advise
Thanks
Andrew Collins
Re: Dire broadband
25-10-2016 12:56 PM
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You'll need to raise it here
Re: Dire broadband
25-10-2016 1:16 PM
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Keeping a very basic phone is always a good idea for checking the line when you have broadband issues.
Could you not borrow one for half an hour?
If not they only cost a fiver :http://www.argos.co.uk/product/3924358
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) |
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