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20mb down to 1mb, nothing has changed? Poor Jess can't help....

bsoord
Newbie
Posts: 9
Registered: 30-12-2013

20mb down to 1mb, nothing has changed? Poor Jess can't help....

Hi all
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 meHuh  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

13 REPLIES
Community Gaffer
Community Gaffer
Posts: 17,644
Thanks: 636
Fixes: 162
Registered: 05-04-2007

Re: 20mb down to 1mb, nothing has changed? Poor Jess can't help....

We're seeing quite a lot of connection drops on your line, this is going to be causing the problems you're seeing.

Is your modem plugged directly into the filtered socket without an extension lead?
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
Community Veteran
Posts: 26,678
Thanks: 900
Fixes: 10
Registered: 10-04-2007

Re: 20mb down to 1mb, nothing has changed? Poor Jess can't help....

Please could you post all the information asked for in this post: http://community.plus.net/forum/index.php/topic,96155.0.html
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 (£13/month)
Mobile: iD mobile (£4/month)
bsoord
Newbie
Posts: 9
Registered: 30-12-2013

Re: 20mb down to 1mb, nothing has changed? Poor Jess can't help....

Thanks for the prompt and excellent service!
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
bsoord
Newbie
Posts: 9
Registered: 30-12-2013

Re: 20mb down to 1mb, nothing has changed? Poor Jess can't help....

ps - yes, router plugged straight into master socket, no extensions used anywhere.  ta.
Community Veteran
Posts: 38,460
Thanks: 1,027
Fixes: 62
Registered: 15-06-2007

Re: 20mb down to 1mb, nothing has changed? Poor Jess can't help....

quick question - are you on fibre or ADSL
If on ADSL we need the router stats - speeds, attenuation and noise margin as requested by jelv
Community Veteran
Posts: 26,678
Thanks: 900
Fixes: 10
Registered: 10-04-2007

Re: 20mb down to 1mb, nothing has changed? Poor Jess can't help....

Do you only have the one telephone socket or are there telephone extension sockets? If there are extension sockets do you have anything using any of them?
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 (£13/month)
Mobile: iD mobile (£4/month)
Community Gaffer
Community Gaffer
Posts: 17,644
Thanks: 636
Fixes: 162
Registered: 05-04-2007

Re: 20mb down to 1mb, nothing has changed? Poor Jess can't help....

I've run through the faults checker and this is now ready for testing, once the automated tests have completed one of our faults team will pick it up and take a look.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
bsoord
Newbie
Posts: 9
Registered: 30-12-2013

Re: 20mb down to 1mb, nothing has changed? Poor Jess can't help....

great, thanks!
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
Community Veteran
Posts: 26,678
Thanks: 900
Fixes: 10
Registered: 10-04-2007

Re: 20mb down to 1mb, nothing has changed? Poor Jess can't help....

Do you have a phone handset? It would be worth checking if the phone line is OK.
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 (£13/month)
Mobile: iD mobile (£4/month)
bsoord
Newbie
Posts: 9
Registered: 30-12-2013

Re: 20mb down to 1mb, nothing has changed? Poor Jess can't help....

Hi Everyone
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
Community Gaffer
Community Gaffer
Posts: 17,644
Thanks: 636
Fixes: 162
Registered: 05-04-2007

Re: 20mb down to 1mb, nothing has changed? Poor Jess can't help....

The profile on our side needed a nudge, I've done that and you should start to see the higher speeds shortly. If not, log in to the router and disconnect/reconnect from there.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
bsoord
Newbie
Posts: 9
Registered: 30-12-2013

Re: 20mb down to 1mb, nothing has changed? Poor Jess can't help....

Thanks Chris - really top notch service, very refreshing!
Bruce
bsoord
Newbie
Posts: 9
Registered: 30-12-2013

Re: 20mb down to 1mb, nothing has changed? Poor Jess can't help....

Hi again
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.