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Slow ADSL service

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Slow ADSL service

I am becoming more and more fed up ADSL, I am currently getting less than 250Kbps downstream and have been for a while, I put this down to a few service problems at Plusnet, but after 2 weeks decided to act.
I posted a support ticket on Thursday and got a reply on Friday from support asking me to try a different splitter etc. (all of which I had already done).
On Friday I had to place another ticket as my original one was closed and have no response since.

Can some one at support please help me get my ADSL service somewhere near what I am paying for i.e. 512Kbps.

Kind regards,

Scott
Problem ID: 5103803
9 REPLIES
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RE: Slow ADSL service

Hi,

There is a chance that the cause of this is the current capacity of our 155 DSL pipe, we are working to resolve this as soon as possible.

You should find that things eleviate when we install the new DSL pipe. This will be coming in the next few weeks.

I will add further information to the ticket you have raised.


Kind Regards,
Russell.
--
| Russell Till.......................Unmetered & ADSL solutions
| Customer Support .......................for Home & Business
| PlusNet Technologies Ltd............@ http://www.plus.net
+ ---- My Referrals - It pays to recommend PlusNet ----
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RE: Slow ADSL service

Russell,

Thanks for your reply. I will give it a little while longer! Will +net be informing when you have your second 155mb pipe?

Kind regards,

Scott
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RE: Slow ADSL service

Hi,

If you keep an eye on the service status announcements we will keep everyone updated there.

Hopefully though you should notice when it goes in, I am really looking forward to it aswell as I have ADSL too.


Kind Regards,
Russell.
--
| Russell Till.......................Unmetered & ADSL solutions
| Customer Support .......................for Home & Business
| PlusNet Technologies Ltd............@ http://www.plus.net
+ ---- My Referrals - It pays to recommend PlusNet ----
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RE: Slow ADSL service

This is unbelievable. The same problem occurring again?? I thought there was a plan to increase bandwidth before it was needed, especially after the last major slow down in network performance.

We had to wait weeks, reading those "wait for the fat pipe" posts everyday, and how everything was going to be amazing once the first one had been installed.

I have recommended two people so far who have gone on to use plusnet 'home 500', because a matter of months ago I thought they were now a reliable ISP again (despite the F9, Surftime issues years ago). I have received phone calls from both of them asking if I had problems with plusnet, and what was going on as they couldn't get through to customer services or connect. Pretty awkward and embarrassing to be honest.

The company I am contracting for at the moment recently decided to pay for the installation of just over 120 ADSL wires only "business 500" equivalent packages as an initial trial for our remote & home users with a view to connecting the remaining 480 (where available) if successful. Now that figure would have been one hell of a referral bonus, but I didn't feel confident that I could recommend plusnet in a business capacity and risk making a bad decision (and quite possibly not getting an extended contract), so now I have an entire store-room full of BT Openworld Business 500 Intel ADSL modem packages waiting to be configured for my staff instead...

So far I have not noticed the network slow down on my home connection (only read about it through the forum posts), but will certainly not be recommending this on/off level of service to anyone again. A shame as I once thought that PlusNet were on of the more "personal able" ISP's.

Duncan
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RE: Slow ADSL service

> This is unbelievable. The same problem occurring again?? I thought there was a plan to increase bandwidth before it was needed, especially after the last major slow down in network performance.
Hi there Duncan,
Russell was incorrect in the way that he worded the last posting, and I'll clarify this for the benefit of the forum-goers now.
The first problem we encountered was as you have described it. Nobody could have guessed the upsurge in DSL and due to our highly successful broadband offerings we encountered a mushrooming signup rate. This (along with an underperforming 34MB BT router) initially caught us off guard but you can see that we have taken this on board and learned from it.
We have since employed many more staff (and are still recruiting) to handle support effectively (and have undergone a support restructure), and have scheduled a series of ADSL 'FAT Pipes' from BT to cope with the demand. The first pipe we had was a 34MB Central pipe, and as this was reaching capacity this exhibited the symptoms you described.
Our second pipe went into service ahead of schedule in order to restore the quality of service that you are used to with PlusNet. We have taken on more users over the last few months but we have overbudgeted in terms of bandwidth and support staff this time (we don't make the same mistake twice).
The only issues (and this is what Russell was skirting on) is that the 155MB pipe is terminated on a BT HomeGateway router. This is spec'ed to hold 6000 concurrent sessions on the DSL pipe but began to 'max out' it's session table at 3500 concurrent sessions - and consequently some users began to suffer packetloss.
To alleviate this, we have moved a significant portion of users onto our now redundant 34MB Central pipe, and the HomeGateway routers are performing as well as we would expect.
As for the future, our next 155MB FAT pipe is due to be installed this month (again brought ahead of schedule - be aware that BT FAT pipes carry a 90 day lead time), and to combat the HomeGateway routers performing under specification we are employing new 'L2TP' technology which allows us to terminate our own DSL sessions with the hardware we choose. This means that we will now have an accurate sessions management platform and we will be able to accurately plan our future DSL growth more effectively than before.
> So far I have not noticed the network slow down on my home connection (only read about it through the forum posts), but will certainly not be recommending this on/off level of service to anyone again. A shame as I once thought that PlusNet were on of the more "personal able" ISP's.
Hopefully after reading my above posting your confidence will be restored! Should you wish to contact me personally regarding our DSL platform you can email me <mgrice@plus.net.uk> at any time and I'll address any queries you may have.
Kind Regards,
Mike
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| Mike Grice.....................Unmetered & ADSL solutions
| Customer Support......................for Home & Business
| PlusNet Technologies Ltd..............http://www.plus.net
+ ----- My Referrals - It pays to recommend PlusNet -----
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FAO Mike.

Mike, the detailed reply you have given is much appreciated. Before posting I did try and read into the in's and out's of the 'pipes' and gateways, what is controlled by BT and what is controlled by yourselves. I am well aware that you are not the only ISP suffering from constraints that are often outside of your control, a situation that must be as frustrating for yourselves as well as us.

As I have mentioned before in these forums, the value for money aspect of the service is outstanding especially put next to the cost of the leased lines we use at work.

If all goes well with the new bandwidth and the forums calm down again, then who knows - maybe I'll even get my parents hooked up with an adsl line!

thanks

Duncan

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RE: FAO Mike.

> Mike, the detailed reply you have given is much appreciated. Before posting I did try and read into the in's and out's of the 'pipes' and gateways, what is controlled by BT and what is controlled by yourselves. I am well aware that you are not the only ISP suffering from constraints that are often outside of your control, a situation that must be as frustrating for yourselves as well as us.
Hi again Duncan,
The ins and outs of DSL are quite complex. I drew the whole system (vaguely) on a piece of paper the other day, and its quite interesting to see how many points there are in the chain.
> As I have mentioned before in these forums, the value for money aspect of the service is outstanding especially put next to the cost of the leased lines we use at work.
Leased Lines are very expensive, but just as much as you're paying for the connection you're also paying for the uptime guarantee and the fact that it's a symmetrical connection. Still, DSL puts almost permanent connectivity into the hands of the everyday internet user.
> If all goes well with the new bandwidth and the forums calm down again, then who knows - maybe I'll even get my parents hooked up with an adsl line!
I'm glad I restored your faith... bad things can happen where there is a communications breakdown somewhere along the line! ;-)
Rest assured we are committed to providing the best DSL service and we won't stop until we have ... scratch that, we just won't stop Cheesy
Regards,
Mike
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| Mike Grice.....................Unmetered & ADSL solutions
| Customer Support......................for Home & Business
| PlusNet Technologies Ltd..............http://www.plus.net
+ ----- My Referrals - It pays to recommend PlusNet -----
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RE: Slow ADSL service

Mike,

I was reading through your post and must say although I understand what you are saying, I now am left with the question of what is happening to my ADSL performance.
You say now that you have moved a large amount of users onto the 34Mb pipe and performance is back to expected levels for both pipes.
Well not on my ADSL its not!
Less than 250Kbps is not near my expected level for ADSL.

Have I totally misunderstood your post (possible!!) or do I have a problem with my ADSL service.

regards,

Scott
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RE: Slow ADSL service

> Mike,
>
> I was reading through your post and must say although I understand what you are saying, I now am left with the question of what is happening to my ADSL performance.
> You say now that you have moved a large amount of users onto the 34Mb pipe and performance is back to expected levels for both pipes.
> Well not on my ADSL its not!
> Less than 250Kbps is not near my expected level for ADSL.
>
> Have I totally misunderstood your post (possible!!) or do I have a problem with my ADSL service.
>

Hi,

Although it is of course possible that you have a problem with the service, it's unlikely with the speeds that you are able to achieve.

We have moved a large number of customers to the 34mbps pipe but this is only intended to alleviate the problem and is only a temporary improvement. It is certainly not a full temporary solution.

It has undoubtedly done this. We have seen all improvements as expected since the move but the core problem still exists, albeit to a lesser extent.

Regards, Torsten.

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| Torsten Dettlaff...............Unmetered & ADSL solutions
| Customer Support......................for Home & Business
| PlusNet Technologies Ltd............@ http://www.plus.net
+ ----- My Referrals - It pays to recommend PlusNet ----- +