Slow speed on plusnet BB

[#1]

Hi I have had problems with my Broadband service from you for quite a while eg: slow speeds down to a constant .22 kbs which is slower than dial up, I have raised a ticket but my reply after a line test was to send an engineer out to my address at the cost of £60. I set everything up for another line test, plugged into test socket and changed filters etc as I'm sure it could be my router which is 3 years old and was supplied by you. If it is the router will you supply me with a new one at no extra cost?

[#2]

Here are my stats


DSL Connection
Link Information
Uptime: 0 days, 2:32:33
DSL Type: G.992.5 annex A
Bandwidth (Up/Down) [kbps/kbps]: 752 / 288
Data Transferred (Sent/Received) [kB/kB]: 0.00 / 0.00
Output Power (Up/Down) [dBm]: 12.0 / 17.0
Line Attenuation (Up/Down) [dB]: 18.0 / 30.5
SN Margin (Up/Down) [dB]: 9.0 / 33.0
Vendor ID (Local/Remote): TMMB / TSTC
Loss of Framing (Local/Remote): 2,217 / 0
Loss of Signal (Local/Remote): 274 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): 0
Error Seconds (Local/Remote): 313 / 0
FEC Errors (Up/Down): 678 / 0
CRC Errors (Up/Down): 678 / 0
HEC Errors (Up/Down): 729,595 / 0

[#3]

Hi hocumgday,
It looks as though your line has been banded, this usually happens when your connection has been dropping out (perhaps historically).
I'll take a look at your line for you and see what can be done remotely to restore the service back to normal for you when I get back into the office tomorrow.

[#4]

Brilliant thank you

[#5]

If I find anything untoward on your line I'll give you a call

[#6]

I only have mobiles in the house as I never use home phone due to kids overdoing it on the call front I can give you my mobile, how would I do that securely?

[#7]

If it's on your account I can grab it from there, or if it's a different one, you can PM me on here using the 'My Messages' function at the top, middle of your page and by clicking 'New Message'.

[#8]

Sent you a PM, let me know if you got it Thanks

[#9]

I hope you do have a corded phone you can plug into your landline, because you should check it periodically to be sure it's working correctly and has no noise etc. A faulty landline can/will mess up your broadband. Who do you pay line rental to?

[#10]

Plusnet, I haven't had one for about 6 months but on your recommendation I shall buy a cheap one to test with periodically

[#11]

That helps, because whether it's a line problem or a plain BB fault, at least you don't get the run around between suppliers.
But unless you are on the older Plusnet Essentails Phone package (nothing to do with Essentials Broadband) then you get inclusive evening 7pm-7am and weekend calls upto 60 minutes to UK 01.02.03 & 0845/0870 numbers, why wouldn't you use it? Kids - yes, can't trust them to hang up in the 59th minute and redial or to not call mobile numbers or 09 numbers 
But anyway, I can assure you that a corded phone can be a very handy diagnostic tool in helping to analyse a BB fault.

[#12]

My new stats off router this morning reads

DSL Connection
Link Information
Uptime: 0 days, 9:25:45
DSL Type: G.992.5 annex A
Bandwidth (Up/Down) [kbps/kbps]: 640 / 288
Data Transferred (Sent/Received) [kB/kB]: 0.00 / 0.00
Output Power (Up/Down) [dBm]: 12.0 / 17.0
Line Attenuation (Up/Down) [dB]: 20.5 / 33.5
SN Margin (Up/Down) [dB]: 8.0 / 32.0
Vendor ID (Local/Remote): TMMB / TSTC
Loss of Framing (Local/Remote): 11 / 0
Loss of Signal (Local/Remote): 1 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): 0
Error Seconds (Local/Remote): 1 / 0
FEC Errors (Up/Down): 601 / 0
CRC Errors (Up/Down): 601 / 2
HEC Errors (Up/Down): 739,817 / 0

[#13]

Connection still looks banded. I'm guessing Chris may be on a later shift as he was on late last night, so you may not hear until a bit later.

[#14]

My connection is still at same stats as last test, can anyone from support let me know when I should expect an answer or solution to my problem?

[#15]

Hi there,
I've  placed a SNR reset on your line which has been successful, you should see an increase in speeds in the next 10-15 minutes.
Let me know how you go.