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3 days after activation, 0.14 Mb speeds. BT diagnostics inside.Please help!

heymishy
Dabbler
Posts: 10
Registered: ‎27-11-2013

3 days after activation, 0.14 Mb speeds. BT diagnostics inside.Please help!

Hi,
Have been waiting three weeks for a new DSL installation. Finally activated 3 days ago and its appallingly slow! 15kb/s down.Have logged a call on plusnet support 2 days ago and have had no response at all. Have run support twice and taken over 20 mins on hold without speaking to anyone. So far I am not a happy customer.
Have run the plusnet link checker and estimated speeds is 17Mb..
High-speed Broadband
Postcode:
Phone exchange:
KINGSLAND GREEN
Estimated line speed:
17Mb (This may vary between 10Mb and 19.5Mb) - Checked on 2013-11-25 21:18:12
Current line speed:
0.14 Mb
Have also run the BT diagnostic tests.
1. Best Effort Test:  -provides background information.
Download  Speed
0.13 Mbps

0 Mbps 0.25 Mbps
Max Achievable Speed
Download speed achieved during the test was - 0.13 Mbps
For your connection, the acceptable range of speeds is 0.1 Mbps-0.25 Mbps.
IP Profile for your line is - 0.28 Mbps
2. Upstream Test:  -provides background information.
Upload Speed
0.21 Mbps

0 Mbps 0.45 Mbps
Max Achievable Speed
Upload speed achieved during the test was - 0.21Mbps
Additional Information:
Upstream Rate IP profile on your line is - 0.45 Mbps
Can someone please help resolve this issue. There is no way the speed should be that slow
15 REPLIES
Community Veteran
Posts: 38,460
Thanks: 1,031
Fixes: 62
Registered: ‎15-06-2007

Re: 3 days after activation, 0.14 Mb speeds. BT diagnostics inside.Please help!

Can you post the router stats but at first guess you have an unfiltered device attached to your phone line
Can you connect the router to the test socket underneath the lower removable part of the master socket and report the stats again
heymishy
Dabbler
Posts: 10
Registered: ‎27-11-2013

Re: 3 days after activation, 0.14 Mb speeds. BT diagnostics inside.Please help!

Thanks for the info. Have tried again using the test socket as suggested. Don't understand whats going on as previous owner had great DSL speeds with BT.
here are the DSL connection details from router:

DSL Connection
Link Information
Uptime: 0 days, 0:43:57
DSL Type: ITU-T G.992.5
Bandwidth (Up/Down) [kbps/kbps]: 440 / 283
Data Transferred (Sent/Received) [MB/MB]: 48.82 / 465.53
Community Veteran
Posts: 38,460
Thanks: 1,031
Fixes: 62
Registered: ‎15-06-2007

Re: 3 days after activation, 0.14 Mb speeds. BT diagnostics inside.Please help!

we need the full stats as asked for here http://community.plus.net/forum/index.php/topic,96155.0.html
heymishy
Dabbler
Posts: 10
Registered: ‎27-11-2013

Re: 3 days after activation, 0.14 Mb speeds. BT diagnostics inside.Please help!

Apologies - didnt see this message as I've been away for the christmas period. Came back and speeds are still the same. Have posted detailed DSL connection stats below:
DSL Connection
Link Information
Uptime: 0 days, 0:02:33
DSL Type: ITU-T G.992.5
Bandwidth (Up/Down) [kbps/kbps]: 443 / 11,483
Data Transferred (Sent/Received) [kB/kB]: 67.86 / 338.39
Output Power (Up/Down) [dBm]: 12.8 / 0.0
Line Attenuation (Up/Down) [dB]: 8.5 / 18.5
SN Margin (Up/Down) [dB]: 30.1 / 15.1
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 / 0
CRC Errors (Up/Down): 0 / 0
HEC Errors (Up/Down): 0 / 0
Plusnet support have got back in touch saying they need to send an engineer round? I don't understand what could be wrong - the previous owner had broadband with no issues and said speeds were amazing (he VPN'ed every day from home).
Any assiatnce or advice would be appreciated.
Community Veteran
Posts: 38,460
Thanks: 1,031
Fixes: 62
Registered: ‎15-06-2007

Re: 3 days after activation, 0.14 Mb speeds. BT diagnostics inside.Please help!

You have just had a resync
Can you post the following
BT speedtest - Further diagnostics - IP profile should be 10.12Mbps
Plusnet Profile - https://portal.plus.net/my.html?action=data_transfer_speed - should be 10.1Mbps but will probably be 0.14Mbps
Did you restart the router when you got back or did it resync by itself
heymishy
Dabbler
Posts: 10
Registered: ‎27-11-2013

Re: 3 days after activation, 0.14 Mb speeds. BT diagnostics inside.Please help!

Wow thanks for the quick reply!
I tested the router on another connection and had to physically move it, but plugged back into the 'main' socket (which has the VDSL2 plate).
Postcode:
Phone exchange:
KINGSLAND GREEN
Estimated line speed:
17Mb (This may vary between 10Mb and 19.5Mb) - Checked on 2013-11-25 21:18:12
Current line speed:
0.2 Mb
the BT speedtest diagnostics i took a screenshot  after changing dsl connection to speedtest account as instructions said (attached)
it gave me 7Mbps down... surely thats a sign somethings wrong with my account.
i also had to reboot router twice more to change the dsl connection accounts to/from speedtest account.
updated dsl stats from router below:
Link Information
Uptime: 0 days, 0:06:23
DSL Type: ITU-T G.992.5
Bandwidth (Up/Down) [kbps/kbps]: 443 / 11,495
Data Transferred (Sent/Received) [kB/kB]: 162.85 / 137.10
Output Power (Up/Down) [dBm]: 12.7 / 0.0
Line Attenuation (Up/Down) [dB]: 8.5 / 18.5
SN Margin (Up/Down) [dB]: 30.3 / 15.1
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 / 0
CRC Errors (Up/Down): 0 / 0
HEC Errors (Up/Down): 0 / 0
 
Community Veteran
Posts: 38,460
Thanks: 1,031
Fixes: 62
Registered: ‎15-06-2007

Re: 3 days after activation, 0.14 Mb speeds. BT diagnostics inside.Please help!

Two things - the Plusnet profile hasn't picked up the new speed - that is why the downstream speed is low on your normal connection
this will happen automatically or can be fixed by a member of staff on here tomorrow
BUT the main thing is your appalling upload speed which isn't something Plusnet affect and is also horrible on the BT speedtest domain
This will need sorting by the faults team
I assume that the test was done via a wired connection
I suggest raising a speed fault here https://faults.plus.net
goldenfibre
Pro
Posts: 2,849
Thanks: 87
Fixes: 6
Registered: ‎01-06-2010

Re: 3 days after activation, 0.14 Mb speeds. BT diagnostics inside.Please help!

Your line had no errors, so with your Line Attenuation (downstream 18.5dB) and you can ask plusnet to try reduced SNR 6dB, then 3dB if stable. You should getting around 20000K on the sync rate (with SNR of 3dB)
Community Veteran
Posts: 38,460
Thanks: 1,031
Fixes: 62
Registered: ‎15-06-2007

Re: 3 days after activation, 0.14 Mb speeds. BT diagnostics inside.Please help!

That is of no help at all - we are trying to sort out instability and very low upstream speed tests
Talking about reducing the default noise margin at this stage is cloud cuckoo land
As an aside - look at the up time 2 minutes and 6 minutes in the two sets of stats
heymishy
Dabbler
Posts: 10
Registered: ‎27-11-2013

Re: 3 days after activation, 0.14 Mb speeds. BT diagnostics inside.Please help!

Interesting, thanks for the info Jim. So would I expected to see an increase in downstream speed sometime tomorrow? Currently i still only get 25KB/sec at best..
I've already raised a speed fault and am attempting to organise an engineer to come out ASAP. If the downstream speed increase tomorrow that will be acceptable in the interim but at the moment its barely usable accept for basic browing/email.
Thanks a lot for your help Jim - hopefully someone from plusnet can get this sorted for me! 
heymishy
Dabbler
Posts: 10
Registered: ‎27-11-2013

Re: 3 days after activation, 0.14 Mb speeds. BT diagnostics inside.Please help!

After reading a bit more about banding, it seems my early issues have put me in the lowest possible band?
http://community.plus.net/library/broadband/broadband-faults-guide-banding-guide/
From my line fault ticket with PN Support I got the following diagnostics..
Quote
WBC 160K - 288K Medium delay (INP Cool 6dB Downstream

Doesn't that mean I can get a SNR reset to improve my downstream speed? Its been two weeks now since broadband was activated and its still so slow!
Anyone from PN staff around that could try this for me? I'm getting no joy on official channels (faults and phone support). Fault ticket # 78713391 if anyone can look into it.
Community Gaffer
Community Gaffer
Posts: 17,675
Thanks: 661
Fixes: 165
Registered: ‎05-04-2007

Re: 3 days after activation, 0.14 Mb speeds. BT diagnostics inside.Please help!

The banding now seems to have been removed, so I've increased the profile on our side to match the BT one and you should be able to see the faster speeds next time you disconnect/reconnect.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
heymishy
Dabbler
Posts: 10
Registered: ‎27-11-2013

Re: 3 days after activation, 0.14 Mb speeds. BT diagnostics inside.Please help!

Ok thanks Chris. I shall check when I get home this evening. Appreciate the turnaround.
All going well I shall update this thread and the fault ticket.
Community Veteran
Posts: 26,740
Thanks: 954
Fixes: 10
Registered: ‎10-04-2007

Re: 3 days after activation, 0.14 Mb speeds. BT diagnostics inside.Please help!

Quote from: Chris
you should be able to see the faster speeds next time you disconnect/reconnect.

That's a disconnect/reconnect via the router interface and NOT a router reboot.
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)