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0.288mb/s download and support ticket #70000899

maureenandmalc
Dabbler
Posts: 11
Registered: 26-05-2013

0.288mb/s download and support ticket #70000899

We've just joined Plusnet and currently we are only getting 0.25 - 0.29mb/s download speeds. We've tried all of the usual things such as disconnecting all other phones, plugging directly into the Master Socket front plate, swapping microfilters etc and we are already hardwired to the router (rather than using Wi-fi), but the speed still remains just as dire.
Currently we are getting just 0.288mb/s down, and i'm even having to post this using my Son's mobile internet dongle, as we'll turn into cobweb covered skeletons before web pages load
Using the BT Speedchecker and upon entering our line phone number I notice that our BT IP profile is set to just 0.25mb/s
This has only started happening since we moved from Sky, previously we were enjoying 6 mb/s from Sky's budget package, now after the migration we are getting little more than dial up.
Our support question / ticket is #70000899 and its been stuck at 'we are looking into your fault this can take upto 24 hours...' since Friday. I appreciate that its a Bank Holiday weekend, but could somebody at least look into / nudge the BT IP profile which seems to be causing this?
12 REPLIES
Community Veteran
Posts: 4,833
Thanks: 117
Fixes: 24
Registered: 14-07-2009

Re: 0.288mb/s download and support ticket #70000899

The BT IP Profile occasionally gets stuck but it should be determined by your router sync rate and cannot be changed by Plusnet.  If you respond with your router stats we could comment on what speed you should be achieving based on those.  See http://community.plus.net/forum/index.php/topic,96155.0.html .  
maureenandmalc
Dabbler
Posts: 11
Registered: 26-05-2013

Re: 0.288mb/s download and support ticket #70000899

These are the only stats I could get out of the router, for some reason it doesn't display any info on SN/R
Link Information

Uptime: 0 days, 0:06:12
DSL Type: ITU-T G.992.5
Bandwidth (Up/Down) [kbps/kbps]: 444 / 283
Data Transferred (Sent/Received) [kB/kB]: 182,08 / 989,71
BT Wholesale Speed Test info
1. Best Effort Test: -provides background information.
Download  Speed
0.24 Mbps

0 Mbps 0.25 Mbps
Max Achievable Speed
Download speed achieved during the test was - 0.24 Mbps
For your connection, the acceptable range of speeds is 0.1 Mbps-0.25 Mbps.
IP Profile for your line is - 0.25 Mbps
2. Upstream Test: -provides background information.
Upload Speed
0.35 Mbps

0 Mbps 0.45 Mbps
Max Achievable Speed
Upload speed achieved during the test was - 0.35Mbps
Additional Information:
Upstream Rate IP profile on your line is - 0.45 Mbps
Community Veteran
Posts: 38,460
Thanks: 1,027
Fixes: 62
Registered: 15-06-2007

Re: 0.288mb/s download and support ticket #70000899

That is terrible
If you have a Plusnet TG582n router this is where to get the information
http://192.168.1.254/cgi/b/dsl/dt/?be=0&l0=2&l1=0
If you have a different router please advise which one
maureenandmalc
Dabbler
Posts: 11
Registered: 26-05-2013

Re: 0.288mb/s download and support ticket #70000899

Thanks,
this is plugged directly into the BT Master Test Socket
Uptime: 0 days, 0:02:26
DSL Type: ITU-T G.992.5
Bandwidth (Up/Down) [kbps/kbps]: 444 / 283
Data Transferred (Sent/Received) [kB/MB]: 533,20 / 3,21
Output Power (Up/Down) [dBm]: 12,6 / 0,0
Line Attenuation (Up/Down) [dB]: 24,3 / 43,5
SN Margin (Up/Down) [dB]: 29,7 / 6,6
System Vendor ID (Local/Remote): TMMB / ----
Chipset Vendor ID (Local/Remote): BDCM / IFTN
Loss of Framing (Local/Remote): 0 / 0
Loss of Signal (Local/Remote): 0 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): -
Error Seconds (Local/Remote): 0 / 0
FEC Errors (Up/Down): 0 / 4.780
CRC Errors (Up/Down): 0 / 0
HEC Errors (Up/Down): 0 / 0
Community Veteran
Posts: 38,460
Thanks: 1,027
Fixes: 62
Registered: 15-06-2007

Re: 0.288mb/s download and support ticket #70000899

You need to raise a fault http://faults.plus.net as something is seriously wrong with your line
First - when you are plugged into the test socket are all the other phone extensions dead and can you try a different filter
maureenandmalc
Dabbler
Posts: 11
Registered: 26-05-2013

Re: 0.288mb/s download and support ticket #70000899

Hi,
We have already raised a fault with Plusnet (on Friday), and have also since updated it with the stats etc. No reply / update from Plusnet to the ticket and no promised phone call. This is what we are seeing when logged into the ticket
A Ticket has been raised to our Faults Team with these details. We'll contact you as soon as we have more information and let you know what happens next. In the meantime, we'll run some more tests on your telephone line over the next 24 hours.

Obviously its been the Bank Holiday, but we had hoped that this would get this looked into this morning or that they would have been in touch.
Yes, all of the other phones disconnect when the front plate of the incoming socket is removed in order to access the Master Socket behind (which the router is now plugged directly into), we have tried two new microfilters but the problem remains.
Community Veteran
Posts: 38,460
Thanks: 1,027
Fixes: 62
Registered: 15-06-2007

Re: 0.288mb/s download and support ticket #70000899

That answers the questions but I suspect that the long weekend has mucked up the normal response time added to that is the really silly system where adding a comment to a fault ticket drops it to the back of the queue
Hopefully a staff member will pick this up and give it a kick
maureenandmalc
Dabbler
Posts: 11
Registered: 26-05-2013

Re: 0.288mb/s download and support ticket #70000899

Ok. Thanks for your help
Community Veteran
Posts: 6,419
Thanks: 531
Fixes: 48
Registered: 30-07-2007

Re: 0.288mb/s download and support ticket #70000899

Quote
This has only started happening since we moved from Sky, previously we were enjoying 6 mb/s from Sky's budget package

I assume from that, you have a Sky box.
Quote
Yes, all of the other phones disconnect when the front plate of the incoming socket is removed in order to access the Master Socket behind (which the router is now plugged directly into), we have tried two new microfilters but the problem remains.

Does the Sky box disconnect when the front plate is removed, it should do but I've seen installations where it doesn't. If the Sky box is still connected ( and not filtered ) then that will cause problems. 
maureenandmalc
Dabbler
Posts: 11
Registered: 26-05-2013

Re: 0.288mb/s download and support ticket #70000899

Hi,
Yes there is a Sky box, its the old style original box, and is plugged to the normal bt outlet socket in the living room, the socket goes completely dead when the faceplate is removed (tested with a handset - no dial tone)
Hopefully Plusnet will at least acknowledge the ticket / fault today.
Community Veteran
Posts: 6,419
Thanks: 531
Fixes: 48
Registered: 30-07-2007

Re: 0.288mb/s download and support ticket #70000899

That's good, at least that eliminates the Sky box as the culprit. Smiley
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: 18-07-2007

Re: 0.288mb/s download and support ticket #70000899

Hi Maureenandmalc,
I've nudged our faults team about this and the ticket should get picked up this afternoon for you. Sorry about the delay.