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Broadband Speeds are shockingly dreadful!

shiobi12
Grafter
Posts: 51
Registered: ‎14-09-2013

Broadband Speeds are shockingly dreadful!

Hello, I've been with Plusnet since April and it was surprisingly good back then. As the months have passed, the speeds have been decreasing. Today, the internet just disconnects every 1 minute or so. Estimated speed for my area is 17Mbps. I get 1Mbps! That's how bad the broadband speed is! Today, We have two computers connected via ethernet cable, 1 connected wirelessly and 3 iPhones connected. Except, 1 computer is connected via ethernet and 1 wireless connected and the internet can't cope. It's absolutely dreadful! I'm not satisfied with Plusnet, I went with Plusnet because it showed the same speed i was getting before with BT. May just change back to BT, it was bad but it wasn't as bad Plusnet is now! Angry 
Any help would be kindly appreciated.
15 REPLIES
Superuser
Superuser
Posts: 9,810
Thanks: 1,184
Fixes: 67
Registered: ‎06-04-2007

Re: Broadband Speeds are shockingly dreadful!

This certainly should not be happening. It could be a router problem or a line problem. I suggest raising a dropping-connection fault ticket at http://faults.plus.net.
Part of those tests will require a different router to be tried. Do you still have the BT Homehub? That could be used for alternative router testing. See Community Support Library article Using a BT Homehub 3 or 2 on Plusnet ADSL or FTTC for help setting that up.
David
shiobi12
Grafter
Posts: 51
Registered: ‎14-09-2013

Re: Broadband Speeds are shockingly dreadful!

Hello Spraxyt, I think it is to do with the line. A couple of weeks ago, i used the test socket, great speeds - still dropped out but the speeds were a lot faster. Just a couple of days ago, I put it back to the internal socket and the speed just decreased by 75% or so. I'm gonna raise a ticket so hopefully an engineer can come out and sort the problem.
jim:quote
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: ‎13-07-2012

Re: Broadband Speeds are shockingly dreadful!

Hi shiobi12,
I'd certainly suggest running through our faults wizard as spraxyt linked to, your line has been suffering from a lot of disconnections;
<img src="http://community.plus.net/visualradius/generated/image13793426771874.png"/>
Our faults team will be able to take a closer look at this and help get this resolved.
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: ‎18-07-2007

Re: Broadband Speeds are shockingly dreadful!

If that's the case then it sounds like your internal wiring is faulty (or may still have the bell wire attached - there's guides online for how to remove this). Unfortunately that's not covered by BT so if you do request an engineer to change that you'll be charged for it I'm afraid - believe it's in the region of £160 for the first two hours' work.
If it's convenient to have the router plugged in there it might be worth just getting a filtered faceplate or something and fitting that - should cut out much of the interference which is reducing your speed. Or if you don't use any internal sockets, just disconnect them Smiley
There's some information on the bell wire here: http://www.robertos.me.uk/html/ring-bell_wire.html
Hope that helps.
EDIT: This could happily be done alongside Chris's recommendation above Smiley
shiobi12
Grafter
Posts: 51
Registered: ‎14-09-2013

Re: Broadband Speeds are shockingly dreadful!

Hello,
I'll go ahead and do the faults wizard now. The engineer will remove the bell wire for a £160? Or can I do it myself? We have a BT mastersocket and a NTE5 split faceplaces faceplate for another socket which the ASDL filter connects the phone and broadband line into. The internet/broadband always disconnects when the phone rings or just disconnects randomly like Chris showed.
So would it be best to remove the bell wire myself because I think £160 is ridiculous. And get a filtered faceplace to fit on the NTE5 faceplaces socket?
Any additional help or advice, i would kindly appreciate.
Thanks,
Shiobi12
Also could you please contact me via email or forums because I really don't want the internet to drop out yet again.
Superuser
Superuser
Posts: 6,805
Thanks: 873
Fixes: 56
Registered: ‎30-07-2007

Re: Broadband Speeds are shockingly dreadful!

There's a guide here http://www.kitz.co.uk/adsl/socket.htm on how to remove the bell wire
Community Veteran
Posts: 26,722
Thanks: 936
Fixes: 10
Registered: ‎10-04-2007

Re: Broadband Speeds are shockingly dreadful!

Do you normally have anything plugged in to the master socket?
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)
shiobi12
Grafter
Posts: 51
Registered: ‎14-09-2013

Re: Broadband Speeds are shockingly dreadful!

Hello,
Thanks MisterW for the link although it was already provided Smiley
To answer Jelv's question; We have a cable that connects into the master socket that goes somewhere around the NES5 Split Faceplace and we plug the ASDL filter with the phone and broadband line into the NE5 Split faceplace. But because the internet is dreadful with the cable plugged into the Master socket, we plug it in the test socket of the master socket in order to get average speed although it still disconnects.
shiobi12
Grafter
Posts: 51
Registered: ‎14-09-2013

Re: Broadband Speeds are shockingly dreadful!

Just checked the broadband speed via Speedtest.net.
Here's the results; http://www.speedtest.net/my-result/2971109899
Ping: 200ms
Download Speed: 1.64Mbps (estimated 16Mbps to 17Mbps in my area)
Upload Speed: 0.03Mbps
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: ‎18-07-2007

Re: Broadband Speeds are shockingly dreadful!

Hi there, I can see you've raised a fault and that the phone line has no dial tone? Looks like the ticket's been sent back to you with some requests for more information, pretty much confirming that the fault is still apparent with just one corded phone plugged into the test socket, is that the case? If so I'd be happy to update the ticket for you, though if things are working well enough you could do so yourself at http://contactus.plus.net
shiobi12
Grafter
Posts: 51
Registered: ‎14-09-2013

Re: Broadband Speeds are shockingly dreadful!

Hello,
The dial tone is there when i plugged in the test socket but has some disconnections on the line as i explained to Kevin. I've updated it myself. I think that the £60 charge is absolute joke! Your advert says we have "more satisfied" customers than other leading ISPs. I'm not satisfied at all, the £60 charge is rip off for an engineer to come out of his van and obviously say that there is a fault so you can squirm more money out of me.
nanotm
Pro
Posts: 5,724
Thanks: 122
Fixes: 2
Registered: ‎11-02-2013

Re: Broadband Speeds are shockingly dreadful!

the charge is normally related to the fault being within your internal wiring or equipment (after the master socket) and its the same charge levied by pretty much every telephone/internet provider (because its what BT charge them)
just because your paranoid doesn't mean they aren't out to get you
Community Veteran
Posts: 26,722
Thanks: 936
Fixes: 10
Registered: ‎10-04-2007

Re: Broadband Speeds are shockingly dreadful!

Plusnet don't pass on the full charge so with other providers it could be more!
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)
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: ‎26-11-2011

Re: Broadband Speeds are shockingly dreadful!

As jelv mentioned above, the £60 charge would only be passed on if the engineer was to find that your internal wiring or equipment to be at fault.
If you have carried out all of the requested checks to rule out anything internal causing you a problem, then we're safe in the knowledge that there's likely an external fault causing the low speeds and drop outs.
Please do let us know if you have any questions regarding your line or faults in general and we'll give the best advice we can Smiley
Chris Pettitt
Cloud Environments Engineer