Just joined Plusnet, CATASTROPHICALLY slow and unreliable
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Re: Just joined Plusnet, CATASTROPHICALLY slow and unreliable
24-06-2019 9:04 AM - edited 24-06-2019 9:05 AM
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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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Re: Just joined Plusnet, CATASTROPHICALLY slow and unreliable
24-06-2019 9:14 AM
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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.
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
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.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Just joined Plusnet, CATASTROPHICALLY slow and unreliable
24-06-2019 2:05 PM
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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.
Re: Just joined Plusnet, CATASTROPHICALLY slow and unreliable
24-06-2019 2:17 PM
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Re: Just joined Plusnet, CATASTROPHICALLY slow and unreliable
24-06-2019 4:35 PM
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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.
Re: Just joined Plusnet, CATASTROPHICALLY slow and unreliable
24-06-2019 6:15 PM
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