ADSL in Shropshire gone from 12Mb -> 0.1Mb for the last few months
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ADSL in Shropshire gone from 12Mb -> 0.1Mb for the last few months
25-02-2016 7:16 PM
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My retired mother's ADSL has been running fine at 'up to 20Mb' speed for around 4 years. In the last few months it's gone down to 0.1Mb, basically unuseable for anything but plain text emails. Running all diagnostics and BT wholesale speed test gives a line speed of 0.1Mb.
Contacted PlusNet support, who put us through all the usual mudane tests, and now want to send round an engineer, that may cost my mother £50.
Given she doesn't have money to splash, and connection fees for setup with another competitor only cost around £20... why should she put up with that threat and stick with this terrible service?
Full info:
ADSL is running on a fixed phone line extension from the main point into the house, into a spare room.
I modifed the settings on an ADSL modem from a previous supplier to connect to plusnet. This is ethernet wired to a LinkSys router, where the PC is wired via ethernet, and there are devices such as a Roku streaming stick + mobile phones that run from Wifi.
Again, for 4 years, there have been no problems at all. High bandwidth services like 720p iPlayer via Wifi worked without issue.
The problem has only happened since late 2015.
During troubleshooting we removed the LinkSys router entirely to exclude the Wifi (connected PC directly via ethernet cable to the ADSL modem), and plugged the ADSL modem and filter directly into the main house phone socket in the porch to exclude the phone line extension. We tried an alternative ADSL filter with little to no difference in performance. Same BT speed test results.
Nothing has changed in terms of local network hardware or settings. And yet performance is around 100x slower.
I am aware that any recently trained engineer will look at the following as issues, and probably point the finger of blame at them:
- ADSL running on phone line extension
- ADSL modem that is not 'PlusNet' branded, nor is it a single combo ADSL modem & router box that is more commonly seen these days
However, my mother doesn't have the money to start fitting new phone lines into another room or replacing routers. And this setup worked fine for years?!
Is anyone aware of any protocol settings that may have changed recently on the plusnet ADSL connection that may require tweaking on the ADSL modem itself? Given that my mother's internet worked -fine- for the last 4 years, that's about the only thing that I can think of that would cause a 100x speed decrease almost overnight.
Any help appreciated!
Re: ADSL in Shropshire gone from 12Mb -> 0.1Mb for the last few months
25-02-2016 7:33 PM
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https://youtu.be/qwYaA6n-FN0
Re: ADSL in Shropshire gone from 12Mb -> 0.1Mb for the last few months
25-02-2016 7:36 PM
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Re: ADSL in Shropshire gone from 12Mb -> 0.1Mb for the last few months
25-02-2016 7:37 PM
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Ticket reply:
BT wish to send an engineer to your premises to further investigate your home phone fault.
If you have done all the above checks and the issue is still evident then we can arrange to send an engineer to you. However, if an engineer visits your premises and the issue is found to be caused by your equipment, internal wiring or as a result of damage to BT equipment a charge of £50 may apply. This is why we advise of the above checks.
If you wish to proceed with an engineer appointment we need the following information:
* Agreement that if the issue is caused by any of the above that you may receive a £50 charge.
* An alternative contact number preferably a mobile
* Availability should an engineer need to attend the premises, between the hours of 8am-1pm & 1pm-6pm Monday - Friday.
You can reply to this ticket at http://contactus.plus.net, by chat www.plus.net/update (Mon to Fri 10:00 - 18:00) with the requested information. Alternatively, you can call us on 0800 432 0200, pressing the option to raise a new Home Phone Fault.
Kind regards,
Christopher Johnston
[Sms Message: Plusnet:To progress your fault, we need to arrange an engineer visit. Please reply to this message with 3 available timeslots for an engineers visit. The available timeslots are weekdays either between 8am & 1pm or between 1pm & 6pm. If the fault is with your internal wiring or equipment a charge of £50 may be applied]
Re: ADSL in Shropshire gone from 12Mb -> 0.1Mb for the last few months
25-02-2016 7:40 PM
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Re: ADSL in Shropshire gone from 12Mb -> 0.1Mb for the last few months
25-02-2016 7:46 PM
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A ticket back from plusnet has revealed some stats but of course they are of the line and not router stats themselves. This is mentioned:
"NF03 - The Copper Line test has failed. MFL :- (CA) BTW cannot progress this fault as the root cause is the PSTN failure. Please report to your Copper Line Service Provider."
But the same 'if it's your fault, £50 fee still applies'.
Re: ADSL in Shropshire gone from 12Mb -> 0.1Mb for the last few months
25-02-2016 7:51 PM
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Re: ADSL in Shropshire gone from 12Mb -> 0.1Mb for the last few months
25-02-2016 7:58 PM
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It could be the router, it does not sound like one of the later ones, a good low cost but reliable alternative is the old BT Business 2 Wire routers, readily available from that well known bidding site.
Re: ADSL in Shropshire gone from 12Mb -> 0.1Mb for the last few months
25-02-2016 8:07 PM
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I'll try to get back up there and dump out some diagnostics from the modem / router now I'm a bit more clued up. The ADSL modem is a Huawei SmartAX MT882.
I'd try to set up some kind of remote teamviewer connection, but at 0.1mbs it's going to be a tad tricky getting that installed and working, if it even works!
Re: ADSL in Shropshire gone from 12Mb -> 0.1Mb for the last few months
25-02-2016 8:12 PM
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Re: ADSL in Shropshire gone from 12Mb -> 0.1Mb for the last few months
25-02-2016 9:19 PM
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So the ADSL modem is just that. It has no wifi or additional ethernet ports - just line in (from micro filter), and ethernet out
The LinkSys router is just a router and has no cable modem or ADSL modem capability. It has 1 ethernet port 'in' and has 4 ethernet ports out, and delivers the WiFi of course
I appreciate these days most people (myself included) have all this in one box.
I excluded the router as being any part of the problem, by connecting the PC directly into the one single ethernet port (out) of the ADSL modem.
I haven't been able to try a 2nd ADSL modem - this past weekend was my first knowledge of the issue, so was trying to resolve things with limited spares available.
Re: ADSL in Shropshire gone from 12Mb -> 0.1Mb for the last few months
25-02-2016 11:23 PM
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The only other instance where the charge would apply is if the booked appointment was missed or cancelled within 48 hours. In this scenario, our suppliers would charge us £150 for the failed visit, so Plusnet would absorb two thirds of that cost.
Even so, the charge would first be reviewed by our billing team over 90 days and only if it is absolutely justified would we accept the engineer charge and pass on the £50.00.
Hope this helps
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