Download speed query!!!

[#1]

Hi. Relatively new customer and been wondering if the attached is right. My download speed is really slow. Had issues getting initial connection with Plusnet and really hope I'm not in for more problems.

[#2]

Something looks amiss there, was the test done on a wired or wireless connection?

[#3]

It also looks like you may have used the Chrome browser. I don't know if it's been fixed yet but the BTw speedtester a bit back gave faulty results with some browsers. Microsoft Internet Explorer amd Edge were known to work.

Alternatively have you tried any other speedtester such as the Thinkbroadband one?

Your reported speed is worse than slow. If you put your phone number in here what speed does it say that you should be getting? https://my.btwholesale.com/includes/adsl/adsl.htm?s_cid=ws_furls_adslchecker

[#4]

Hi @Lel_sdw,

I'm sorry that you're experiencing poor speeds and for any inconvenience that this is causing you. I've tested your line and the test indicates that your line is currently syncing at 16.4mbps:

xDSL Status Check
Circuit ID:	CBUKXXXXXXXX	Service ID:	BBEUXXXXXXXX
Telephone NO.:	NA	Test Executed On:	08-07-2019 11:01:26

xDSL Status Test Summary
Sync Status:		Circuit In Sync
General Information
NTE Status:		NTE Power Status:	Unknown	Bypass Status:

	Upstream DSL Link Information	Downstream DSL Link Information
Loop Loss:	24.0	24.0
SNR Margin:	5.8	6.1
Errored Seconds:	0	0
HEC Errors:	0
Cell Count:	8	26
Speed:	899	16454

Maximum Stable Rate (KBPS):	22688	Fault Threshold Rate (KBPS):	18150
Mean Time Between Retrains (Seconds):	86400	Mean Time Between Errors Upstream (Seconds):	86400
Indicative Line Quality:	G	Mean Time Between Errors Downstream (Seconds):	5082
Custom Thresholds
MTBR_RED:	MTBE_RED:
MTBR_GREEN:	MTBE_GREEN:

However, there is a copper line fault that looks to be significantly impacting the performance on your side:

Copper Line Test
Circuit ID:	CBUKXXXXXXXXX	Service ID:	BBEUXXXXXXXX
Telephone NO.:	NA	Test Executed On:	08-07-2019 11:04:01

Status:	Fail	MFL:	CA	OR Test ID:	cbs00556dat01:170028728
Test Outcome:	CIDT FAULT - HIGH RESISTANCE IMBALANCE DETECTED			DTR:	T311

Copper Test Details
	A to E	B to E
Capacitance:	75 NanoFarad	75 NanoFarad
DP Line Length Estimate:	1323 Metres	DN Line Length Estimate:	1335 Metres
Celerity:	20 dB	Line Loss:	17.87 dB
Line Stability:
Fault Report Advised:	Y
Service Level:	2
BRAGOutcome:	Good
Faceplate:	Cannot Be Detected

The test has been unable to determine whether the fault is internal or external to your property, so we'll need to do some troubleshooting to start ruling things out. I'd recommend starting with basic checks here: http://goo.gl/p2tpvL If these checks don't resolve the problem, the next step would be to connect your router directly to the test socket, which is under the faceplate of your master socket and seeing if the connection stabilises. This rules out internal wiring, face plates and extension sockets as being the cause. Please see the following guide for instructions on how to connect to the test socket. https://community.plus.net/t5/Library/Testing-From-The-Master-Socket/ba-p/1322242

Please let us know if your speed is still poor when the router is connected to the master socket.

[#5]

Have gone through the initial tests and appears to be working well now..hopefully just a one off !
Lesley

[#6]

@Lel_sdw, that's good news. Keep an eye on the connection and update us here if you have any further problems. 

[#7]

Hi Emily. Just a thought 're the copper line fault.
- Is it possible for me to run the xDSL Status Check and Copper Line Test? myself, or is that something only Plusnet Help team member like you can do?
Thanks again,

[#8]

Thanks for getting back to us @Lel_sdw.

I'm afraid those tests are done on our internal systems which means you can't run them yourself however it's possible to see some of the information by logging into your router here and going to the helpdesk section