Really Slow Broadband
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- Re: Really Slow Broadband
Really Slow Broadband
14-07-2017 11:46 AM
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Recently I've been experiencing internet speed much lower than before. When I went to check the line speed, it says that my current line speed is only 2.7 Mb, which is much lower than the estimated line speed of 12 Mb. Is this the reason for my slow internet? If so (or if not), how can this be fix?
Re: Really Slow Broadband
14-07-2017 2:38 PM
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Hi,
A warm welcome to the forums. There can be a multitude of reason why your broadband is (or appears to be) running slow.
Those speeds you have reported, are they from speed tests? If yes were they over wifi or a wired connection? Best start with all of the basics. Take a look at the speed issues topic - see the link below.
Please perform a quiet line test - dial 17070 select option 2 using a corded phone plugged into the test socket behind the face plate of the master socket. It should be silent. A noisy phone line (or no dial tone) will have a marked adverse impact on the performance of broadband.
If the line is noisy or there is no dial tone, then a PHONE LINE fault needs to be raised with your phone provider. If this is PlusNet, you can report a fault on line using the button below.
Please use the following links to check the services available and their estimated speeds. From the first link, please record and report back the distance from the exchange. The second link advises of which fibre services (if any) are available on your line and their anticipated speed.
Please post your router stats; for PN TG582n and 2704n routers use the buttons below, for other routers look at the Kitz link.
Also run a BT Wholesale speed test (ideally using an Ethernet wired PC with the WiFi turned off) then run the further diagnostics and post the results here. DO NOT REBOOT the router!
Also find your CURRENT SPEED (PlusNet line profile) from the PlusNet user portal - you will need to log in.
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: Really Slow Broadband
14-07-2017 3:11 PM
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Thank you for your reply.
For the Kitz line check
Distance from the exchange:
Direct: - 464 metres
By Road: 0.8 km
For the Kitz BT checker
TG582n Router stats
DSL Connection | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
|
BT Speed Test
Finally,
The current line speed: 2.7 Mb
Re: Really Slow Broadband
14-07-2017 3:30 PM
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Hi there, sorry to hear your having broadband issues. I've had a check of your connection from this side and their definitely seems to be something out of place somewhere given the testing of your line below:
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: | 17.8 | 30.0 |
SNR Margin: | 5.3 | 18.0 |
Errored Seconds: | 84 | 0 |
HEC Errors: | 0 | |
Cell Count: | 63889 | 171174 |
Speed: | 1236 | 2268 |
Maximum Stable Rate (KBPS): | 14752 | Fault Threshold Rate (KBPS): | 11802 | ||
Mean Time Between Retrains (Seconds): | 7825 | Mean Time Between Errors Upstream (Seconds): | 804 | ||
Indicative Line Quality: | R | Mean Time Between Errors Downstream (Seconds): | 489 | ||
Custom Thresholds | |||||
MTBR_RED: | MTBE_RED: | ||||
MTBR_GREEN: | MTBE_GREEN: |
It shows we are only getting just over 2.2Mbps to the router in terms of download and this will be because of the signal strength being set so high and from the looks of the profile the speed has been banded "WBC 1M - 2M Medium delay". This will be all done by the automated system to try and get around what ever is causing errored seconds with the connection. When running a test on your line however it didn't find a fault on the line despite the line quality showing red. It doesn't mean there isn't one there however and just means we need to run through a few checks your side before going down the route of raising a fault and getting an engineer out to investigate.
I'd recommend starting with basic checks here
And if that doesn't help the next thing would be to rule your internal wiring out by plugging the connection into your test socket and seeing if the speed returns without errors, I'm putting the settings on your line back to normal so you may notice an intermittent connection and some drops but this will allow you to see if any of the checks done get the connection and speed back to normal. How to locate the test socket and set your connection into it can be found here
Let us know how you get on your side and as mentioned if the steps above don't resolve the issue we will look towards raising a fault.
Kind regards,
Ben
Re: Really Slow Broadband
14-07-2017 4:08 PM
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I've been through the recommended basic checks, and everything seems fine. My router is connected to the test socket yet that doesn't seem to have any difference.
Re: Really Slow Broadband
14-07-2017 4:23 PM
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Have you done a quiet line test with a corded phone?
Re: Really Slow Broadband
14-07-2017 4:42 PM
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Yes, I did that as part of the recommended basic checks and I did not hear noises
Re: Really Slow Broadband
14-07-2017 4:57 PM
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Did the trouble-shooter take you through to be able to report a fault?
https://www.plus.net/help/broadband/connection-troubleshooting/
Re: Really Slow Broadband
14-07-2017 6:42 PM
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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: Really Slow Broadband
14-07-2017 7:03 PM
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Looking at your connection, something happened yesterday that caused no connection, since it's come back it appears to be more stable...
Your line is banded, likely as a result of those drops...
Profile Info: | WBC 1M - 2M Medium delay (INP 4) 6dB Downstream, UC Low delay (INP 0) 6dB Upstream (ADSL2+) |
I've just removed the banding now, should take effect within about 10 minutes.
You may notice the router resync as part of the process.
Let us know how your speed looks following that?
Re: Really Slow Broadband
15-07-2017 10:50 AM
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Router Stats:
Uptime: | 0 days, 15:30:54 | ||
DSL Type: | ITU-T G.992.5 | ||
Bandwidth (Up/Down) [kbps/kbps]: | 1,240 / 13,995 | ||
Data Transferred (Sent/Received) [GB/GB]: | 2.31 / 8.83 | ||
Output Power (Up/Down) [dBm]: | 12.6 / 0.0 | ||
Line Attenuation (Up/Down) [dB]: | 17.8 / 30.5 | ||
SN Margin (Up/Down) [dB]: | 6.0 / 6.4 | ||
System Vendor ID (Local/Remote): | TMMB / ---- | ||
Chipset Vendor ID (Local/Remote): | BDCM / IFTN | ||
Loss of Framing (Local/Remote): | 36 / 0 | ||
Loss of Signal (Local/Remote): | 4 / 0 | ||
Loss of Power (Local/Remote): | 0 / 0 | ||
Loss of Link (Remote): | - | ||
Error Seconds (Local/Remote): | 192 / 30 | ||
FEC Errors (Up/Down): | 0 / 43,398 | ||
CRC Errors (Up/Down): | 0 / 229 | ||
HEC Errors (Up/Down): | 0 / 4,137 |
Estimated line speed:12Mb
Current line speed:2.7 Mb
Re: Really Slow Broadband
15-07-2017 1:11 PM
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Makes me wonder if the PN profile (somehow) has no influence on your line?
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: Really Slow Broadband
15-07-2017 1:14 PM - edited 15-07-2017 1:15 PM
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Re: Really Slow Broadband
15-07-2017 1:18 PM
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That is what I've started to wonder given hints elsewhere. Is that little impact or zero impact?
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: Really Slow Broadband
17-07-2017 10:00 AM
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