20mb down to 1mb, nothing has changed? Poor Jess can't help....
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20mb down to 1mb, nothing has changed? Poor Jess can't help....
30-12-2013 11:01 AM
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Seemingly I am having a typical plusnet issue, where poor Jess can't quite get to the bottom of my problem and I hit a brick wall with the 'broadband trouble shooter' which says:
'We're sorry, but you can't use the Broadband Troubleshooter to report a fault on your service. Please contact our Support Team for help.'
...but with no obvious way to contact support online and with a current 45 minute wait on the phone....
I've noticed plusnet staff on this forum looked pretty on it, so was wondering - can anyone help me??? Basically, all was fine with 20mb down and a good up speed but now I am getting 1mb down and less than 1mb up. This applies to my wireless devices and my hardwired devics (eg PS3) to the router. Checked cables, nothing has changed, just my speed. I had to watch the Hobbit on lo-def via Netflix which was very traumatic....
Cheers!
Bruce
Re: 20mb down to 1mb, nothing has changed? Poor Jess can't help....
30-12-2013 11:09 AM
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Is your modem plugged directly into the filtered socket without an extension lead?
Re: 20mb down to 1mb, nothing has changed? Poor Jess can't help....
30-12-2013 11:10 AM
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We should then have some idea what is going on.
jelv (a.k.a Spoon Whittler) Why I have left Plusnet (warning: long post!) Broadband: Andrews & Arnold Home::1 (FTTC 80/20) Line rental: Pulse 8 Home Line Rental (£14.40/month) Mobile: iD mobile (£4/month) |
Re: 20mb down to 1mb, nothing has changed? Poor Jess can't help....
30-12-2013 11:52 AM
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The BT line checker came back :
1. Best Effort Test: -provides background information.
Download Speed
0.27 Mbps
0 Mbps 2.61 Mbps
Max Achievable Speed
Download speedachieved during the test was - 0.27 Mbps
For your connection, the acceptable range of speedsis 12 Mbps-2.61 Mbps .
Additional Information:
IP Profile for your line is - 2.61 Mbps
2. Upstream Test: -provides background information.
Upload Speed
0.53 Mbps
0 Mbps 20 Mbps
Max Achievable Speed
Upload speed achieved during the test was - 0.53Mbps
Additional Information:
Upstream Rate IP profile on your line is - 20 Mbps
My Technicolor settings showed:
Test Succeeded Ethernet
Test Succeeded PPP
Test Succeeded IP
Test Succeeded Internet
Enabled/OKConnectivity to Gateway (195.166.128.196)
Enabled/OKConnectivity to DNS Server 1 (212.159.6.9)
Enabled/OKConnectivity to DNS Server 2 (212.159.6.10)
I didn't complete the BT diagnostics that involved changing username to speedtest@speedtest_domain - happy to do that but couldn't find where to change settings in router and fear I can't remember what my password was to put it back....
Thanks
Bruce
Re: 20mb down to 1mb, nothing has changed? Poor Jess can't help....
30-12-2013 11:53 AM
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Re: 20mb down to 1mb, nothing has changed? Poor Jess can't help....
30-12-2013 12:00 PM
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If on ADSL we need the router stats - speeds, attenuation and noise margin as requested by jelv
Re: 20mb down to 1mb, nothing has changed? Poor Jess can't help....
30-12-2013 12:03 PM
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jelv (a.k.a Spoon Whittler) Why I have left Plusnet (warning: long post!) Broadband: Andrews & Arnold Home::1 (FTTC 80/20) Line rental: Pulse 8 Home Line Rental (£14.40/month) Mobile: iD mobile (£4/month) |
Re: 20mb down to 1mb, nothing has changed? Poor Jess can't help....
30-12-2013 12:12 PM
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Re: 20mb down to 1mb, nothing has changed? Poor Jess can't help....
30-12-2013 12:14 PM
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regarding other queries:
Yes, I am on fibre.
No, nothing else plugged into anything else. In fact, we don't even have a landline phone, just use mobiles, so just the modem plugged into fibre master socket.
ta
Re: 20mb down to 1mb, nothing has changed? Poor Jess can't help....
30-12-2013 12:20 PM
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jelv (a.k.a Spoon Whittler) Why I have left Plusnet (warning: long post!) Broadband: Andrews & Arnold Home::1 (FTTC 80/20) Line rental: Pulse 8 Home Line Rental (£14.40/month) Mobile: iD mobile (£4/month) |
Re: 20mb down to 1mb, nothing has changed? Poor Jess can't help....
09-01-2014 9:23 AM
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Thanks a lot for your help on this forum - I was contacted quickly by plus and a BT engineer was on site within 2 days who re-wired the phone line to the master socket, very good service thanks. good news is performance has improved in that I am not getting dropped connections all the time. Bad news is my speed is still only between 1-2mb down - i've just checked on the bt wholesale speed checker and it now says my range is up to 70mb down (whereas before it stated a problem). I also received a new modem from you which I've installed.
Can someone check if there is a cap or problem with my account? I can't understand why I'm not back up to full speed. I've reset power a few times to resync the modems but that didn't help.
Cheers
Bruce
PS it's been 48 hours since bt fixed the fault
Re: 20mb down to 1mb, nothing has changed? Poor Jess can't help....
09-01-2014 9:29 AM
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Re: 20mb down to 1mb, nothing has changed? Poor Jess can't help....
09-01-2014 9:31 AM
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Bruce
Re: 20mb down to 1mb, nothing has changed? Poor Jess can't help....
09-01-2014 6:01 PM
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I've logged in and reset the router but I'm still maxing out at 1.5mb download - any advice?
cheers
Bruce
ps checked the BT wholesale speed checker and diagnostic too which said the same.
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