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Very Slow Broadband

1Tash1
Hooked
Posts: 7
Registered: ‎27-03-2019

Very Slow Broadband

My broadband is running way too slow. I'm getting 1mbps download speeds and it's been going on for about a week now. I'm also getting crackling noises coming through my phone. I'm not sure what to do next.

8 REPLIES 8
jab1
Hero
Posts: 3,073
Thanks: 960
Fixes: 19
Registered: ‎24-02-2012

Re: Very Slow Broadband

First thing to do, @1Tash1 , is to get your phone sorted. Who do you pay for your line rental? If it is Plusnet, report a phone fault to them, if it isn't, report the phone fault to whoever you do.

If you still have a broadband fault after that has been resolved, raise a BB fault with PN.

Until the phone fault is rectified, the broadband will not recover.

John
1Tash1
Hooked
Posts: 7
Registered: ‎27-03-2019

Re: Very Slow Broadband

Thanks for the reply, I will update the thread if this solves my problem.

Plusnet Help Team
Plusnet Help Team
Posts: 765
Thanks: 207
Fixes: 38
Registered: ‎06-08-2018

Re: Very Slow Broadband

Hi @1Tash1,

 

Your line looks to have a loop fault on it. If you can unplug everything from the sockets and let us know once you have, we'll retest it - this includes all phones, extensions, alarms, the router etc so that the socket and any other sockets in use for the telephone number are bare.. If the loop faults clears then it's likely that something plugged in is causing a problem. If it's still showing we'll likely have to progress the matter via a fault. 

 

 

If this post resolved your issue please click the 'This fixed my problem' button
 Joe
 Plusnet Help Team
1Tash1
Hooked
Posts: 7
Registered: ‎27-03-2019

Re: Very Slow Broadband

Okay, I've unplugged everything.

Plusnet Help Team
Plusnet Help Team
Posts: 997
Thanks: 159
Fixes: 40
Registered: ‎09-10-2018

Re: Very Slow Broadband

Thanks @1Tash1.

 

On repeat testing we're still detecting the issue and so will need to arrange for an engineer to attend the premises to investigate and hopefully repair the problem.

 

Due to this, we've sent you a ticket which is accessible here that we do need a response to.

 

If you can let us know via this Community thread as soon as you've sent your ticket response we can ensure that it's picked up ASAP.

If this post resolved your issue please click the 'This fixed my problem' button
 Owen P
 Plusnet Help Team
Baldrick1
Hero
Posts: 3,087
Thanks: 1,324
Fixes: 85
Registered: ‎30-06-2016

Re: Very Slow Broadband

@1Tash1 

For information a loop fault can be detected if there are accessories attached to your phone line that permanently gets its power from the phone line rather than a separate power supply. I once had a detected loop fault that was caused by a CPR Call Blocker, which I ditched in favour of a Call Guardian equipped phone. A faulty microfilter could also be the cause.

1Tash1
Hooked
Posts: 7
Registered: ‎27-03-2019

Re: Very Slow Broadband

I responded to the ticket Smiley

Plusnet Help Team
Plusnet Help Team
Posts: 1,426
Thanks: 281
Fixes: 47
Registered: ‎11-01-2018

Re: Very Slow Broadband

 

Hi @1Tash1

 

Thanks for responding to the ticket - I can see that we've booked this in for you here.

 

Let us know how you get on after the engineer visit.

 

Thanks

 

Dave

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