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Just joined Plusnet, CATASTROPHICALLY slow and unreliable

Baldrick1
Moderator
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Registered: ‎30-06-2016

Re: Just joined Plusnet, CATASTROPHICALLY slow and unreliable

@johnwilliamchew 

If your speed is above the Plusnet minimum speed then I'm afraid that your only options really are to go mobile ( if available and probably more expensive) or upgrade to fibre. My gut feeling is that you're never going to get a significant improvement on ADSL and might even be chasing a non existent fault.  I would still do the phone check though as that could also impact a fibre connection.

Whilst a few Mbps might have done you in the past most people find that the demand increases with time. As for the difference in time to download program downloads and updares...  need I say more.

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Townman
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Re: Just joined Plusnet, CATASTROPHICALLY slow and unreliable

Broadband speed is predicated on the length of the phone from home to the exchange and the material - copper or aluminium. The reported attenuation of 57dB suggests a line length of about 4km which if all copper should deliver about 3mbps but if all or part aluminium expect less.

The first step here must be to prove if there is or is not a dial to e and that there is no noise on the line. One side of the circuit being broken will kill the dial tone, whilst ADSL will still limp along much as you’ve reported.

If the broadband will limp along sufficiently well use the phone line test link below. You can use this on a different connection if you have one - the line tested is the line associated with your account - not the means by which you connect.

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.

Gandalf
Community Gaffer
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Re: Just joined Plusnet, CATASTROPHICALLY slow and unreliable

Hi there.

I'm sorry to see you're experiencing connection problems.

Testing your line is showing your router in sync at a very slow speed:

xDSL Status Check Test Outcome :

     

Test Outcome

: Pass

Description

: OK.

Circuit Sync Status

: Circuit In Sync

 

NTE Detail :

     

Power Status

: NTE

 

Upstream Link Info

Loop Loss SNR Margin Errored Seconds Hec Errors Cell Count Speed
34.5 10 0 0 48645 736

 

Downstream Link Info

Loop Loss SNR Margin Errored Seconds Hec Errors Cell Count Speed
57 6 0 N/A 852221 608

 

Downstream BIP Interface Data

Current Line Rate Line Rate Change TimeStamp Maximum Stable Rate Recalculated Profile TimeStamp Maximum Stable Rate Fault Threshold Rate Interleaving Flag
564 23/06/2019 03:22:14 N 07/06/2019 16:25:46 576 576 A

 

Based on your speed estimates of between 2.5mbps and 4.5mbps you should be seeing at least double if not more speed than you're currently are.

ADSL Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Range(Mbps)

Availability Date

WBC ADSL 2+ Up to 3.5 -- 2.5 to 4.5 Available

 

As you've tried connecting your router into the test socket I think we should arrange another engineer to investigate further. Could you reply to this ticket with your availability letting us know over here once you've done so and we'll get the appointment booked in as soon as we can for you.

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet
johnwilliamchew
Dabbler
Posts: 18
Registered: ‎23-06-2019

Re: Just joined Plusnet, CATASTROPHICALLY slow and unreliable

Replied to the ticket - would be delighted for tje matter to be investogated.
OskarPapa
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,325
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Registered: ‎09-10-2018

Re: Just joined Plusnet, CATASTROPHICALLY slow and unreliable

Thanks for responding to the ticket, @johnwilliamchew.

 

We've booked an appointment in for between 8am and 1pm on Wednesday 26th June.

 

You'll shortly receive a fault ticket - no action is required by you at this time.

 

Please accept our sincere apologies for any inconvenience caused.

Gel
Aspiring Champion
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Registered: ‎02-08-2007

Re: Just joined Plusnet, CATASTROPHICALLY slow and unreliable