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Slow internet 1mbps max

Gem1
Grafter
Posts: 26
Fixes: 1
Registered: ‎15-08-2017

Slow internet 1mbps max

Hello,

 

I have been getting very slow internet or just complete disconnections. I have done a speed test with only one device connected and I'm getting about 0.5mbps. Have had plusnet for nearly three years and this has only started happening recently. Sometimes it will go back to its normal 20mbps but only for a very short period of about 5 minutes. I have reset the router several times and it has worked. Any help would be very appreciated.

35 REPLIES 35
Gem1
Grafter
Posts: 26
Fixes: 1
Registered: ‎15-08-2017

Re: Slow internet 1mbps max

Edit: Router reset hasn't worked*

Gel
All Star
Posts: 2,033
Thanks: 235
Fixes: 24
Registered: ‎02-08-2007

Re: Slow internet 1mbps max

Follow relevant links below. You haven't stated whether you've tried plugging in router in to your Openreach Test Socket, located within your Master Socket.
Gem1
Grafter
Posts: 26
Fixes: 1
Registered: ‎15-08-2017

Re: Slow internet 1mbps max

I do have in the master socket. I will try the links you sent.
jab1
Seasoned Hero
Posts: 5,951
Thanks: 2,001
Fixes: 60
Registered: ‎24-02-2012

Re: Slow internet 1mbps max

Just expanding on @Gel 's comment - have a look at this 'pinned' topic on this board : https://community.plus.net/t5/ADSL-Broadband/ADSL-Speed-faults/m-p/1270245#M297501

If you could post the information requested on there, other customers may be able to offer suggestions, and it will give the Help Team a starting point - although they will probably do their own internal checks.

John
Gem1
Grafter
Posts: 26
Fixes: 1
Registered: ‎15-08-2017

Re: Slow internet 1mbps max

I have tried all of those before posting. Still have the same issues. I have report the fault maybe 3-4 times nothing has changed not even contacted regarding the faults.

Every time I try chat it is down, I have been in 30- =40 minutes question several times and have given up calling. I will try chat again but currently it is down.

jab1
Seasoned Hero
Posts: 5,951
Thanks: 2,001
Fixes: 60
Registered: ‎24-02-2012

Re: Slow internet 1mbps max

How have you reported the fault?

You haven't given any customers a chance to help - the link I gave you earlier suggests you report your router statistics, which could give us a clue.

Chat is no longer operational and telephone queues can be long during the day - try calling early in the morning or maybe mid-evening.

John
Gem1
Grafter
Posts: 26
Fixes: 1
Registered: ‎15-08-2017

Re: Slow internet 1mbps max

i have the hub zero I cannot find the stats for it.

jab1
Seasoned Hero
Posts: 5,951
Thanks: 2,001
Fixes: 60
Registered: ‎24-02-2012

Re: Slow internet 1mbps max

I'll try and find the link to help you find them, but it could be a while - I know exactly how to find them for my router, but have no experience with Hub 0.

John
Gem1
Grafter
Posts: 26
Fixes: 1
Registered: ‎15-08-2017

Re: Slow internet 1mbps max

Product name: Plusnet Router
2 - Serial number: N7170351B006735 
3 - Firmware version: 7.275.11_F2704N_Plusnet
4 - Board version: F@ST2704N
5 - Mode ADSL
6 - Uptime: 0 days 00:08:01
7 - Data rate: 1247/23529
8 - Maximum data rate: 1256/23264
9 - Noise margin: 6.7/3.4
10 - Line attenuation: 6.5/13.5
12 - Data sent/received: 1.3M/6.5M
20 - Broadband username: [username]@plusdsl.net
21 - Wi-Fi network/SSID: PLUSNET-8QF67T
22 - Wi-Fi connections: Enable(802.11 b/g/n(up to 300 Mb/s))20 MHz WPS enabled
23 - Wi-Fi security: WPA2
24 - Wi-Fi channel: Automatic (Smart Wireless)
25 - Firewall: Default
26 - MAC Address: f8:ab:05:88:f4:c3
27 - Software variant Version 1.0
28 - Boot loader: 7.275.6

 

Moderator's note by Dick (Strat): Personal information removed from a public forum (to an area that staff can see).

Gem1
Grafter
Posts: 26
Fixes: 1
Registered: ‎15-08-2017

Re: Slow internet 1mbps max

I have used the broad fault reporter several times today, one month ago and in January.

jab1
Seasoned Hero
Posts: 5,951
Thanks: 2,001
Fixes: 60
Registered: ‎24-02-2012

Re: Slow internet 1mbps max

The only thing that looks a little 'odd' in those stats is your downstrean SNR, although te attenuation suggests you should be OK with 3dB.

I also note the router has only been 'up' for 8 minutes - you do leave it on at all times?

John
jab1
Seasoned Hero
Posts: 5,951
Thanks: 2,001
Fixes: 60
Registered: ‎24-02-2012

Re: Slow internet 1mbps max


@Gem1 wrote:

I have used the broad fault reporter several times today, one month ago and in January.


So presumably you have a fault reference number/question number?

John
Gem1
Grafter
Posts: 26
Fixes: 1
Registered: ‎15-08-2017

Re: Slow internet 1mbps max

I have called at 7:30 am, 12pm 4pm and 9pm. I did get through right at the begining in December. They just told me to report the fault and use the online help guide. This is why I'm asking for help as they don't seem interested.

 

TBH I'm getting sick of plusnet it took them 4 months to connect me in the first place and now the customer service is a joke. If this doesn't work out soon I'm going to find another ISP. 

Gem1
Grafter
Posts: 26
Fixes: 1
Registered: ‎15-08-2017

Re: Slow internet 1mbps max

No I don't I've filled the online form and it says they will get back to me.