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New customer with shockingly slow broadband speed

Horsley5
Newbie
Posts: 4
Registered: ‎10-06-2018

New customer with shockingly slow broadband speed

Hi, I am about 4 days into my new connection with Plusnet and the last two days have had possibly the most painfully slow broadband ever! Can this be investigated please ? If this is how it is always going to be then I'll be looking to cancel. 

Thanks.

7 REPLIES 7
Gel
All Star
Posts: 2,035
Thanks: 235
Fixes: 24
Registered: ‎02-08-2007

Re: New customer with shockingly slow broadband speed

You  were given a speed estimate at time of start up- what was it?

You need to post your router stats here so people can comment- you give no indication of what

speed you're complaining of.

Check BT Wholesale speed link  below.

Horsley5
Newbie
Posts: 4
Registered: ‎10-06-2018

Re: New customer with shockingly slow broadband speed

Hi Gel, Thanks for the advice and the links, new to all of this as I've never had an issue before. The links are currently timing out but I will keep trying.

Baldrick1
Seasoned Hero
Posts: 6,029
Thanks: 2,666
Fixes: 179
Registered: ‎30-06-2016

Re: New customer with shockingly slow broadband speed

This will tell you what you should be getting. https://www.dslchecker.bt.com/.

How does this compare with a speed test using an Ethernet cable to your computer, not wireless?

 

Horsley5
Newbie
Posts: 4
Registered: ‎10-06-2018

Re: New customer with shockingly slow broadband speed

I used the Which broadband checker and that gave the following:

Response time: 205ms

Download speed: 4.2Mbps

Upload speed: 0.2Mbps (!!!)

 

Have also done the dslchecker, which figures should I be looking at on that? I have attached a pic .

Estimate was a speed of between 10-19Mbps. 

 

Thanks for your help! 

Baldrick1
Seasoned Hero
Posts: 6,029
Thanks: 2,666
Fixes: 179
Registered: ‎30-06-2016

Re: New customer with shockingly slow broadband speed

It should be the ADSL2+ results, showing that you're connection is way below the target.

Can you confirm the following:

1. You are using a Plusnet Hub Zero (Sagecom 2704n) router.

2. You have no extension cables between your BT master socket and the router.

3. You are using an Ethernet cable between the router and your computer.

You say that you have not had this problem before, who were you with previously? If it was BT you could try your original router to see if that gives better results. You will find information on how to set it up on the Router board.

What speeds were you getting before transferring to Plusnet?

Other things to try:

Plug a phone into the master socket and ring 17070. Select Option 2 'the quiet line test'. If there is any noise on the line then report to whoever supplies your phone that you have a phone (not broadband) fault.

If that's OK then you could try testing from the test socket by removing the front panel from the BT master socket and using the socket you will find in the rear section. However that's a long shot if you have recently had a decent connection with another ISP.

If that is OK then it's best  to either report a fault to Plusnet or wait until a member of their staff comes along and picks up this thread.

Horsley5
Newbie
Posts: 4
Registered: ‎10-06-2018

Re: New customer with shockingly slow broadband speed

OK, I'll do all of those and give an update.

Thank you, really appreciate all the help .

SammyM
Plusnet Help Team
Plusnet Help Team
Posts: 1,215
Thanks: 236
Fixes: 52
Registered: ‎22-01-2018

Re: New customer with shockingly slow broadband speed

Hello @Horsley5,

 

Thanks for getting in touch and welcome to the forums. We are really sorry to hear you are experiencing a problem with speed, and we would ask that you try the steps outlined by Baldrick1. 

 

If the problem persists once completed, please raise a fault here, letting us know you have do so and we will get this picked up. 

 

SmileyCheesySmiley

If this post resolved your issue please click the 'This fixed my problem' button
 SammyM
 Plusnet Help Team