Broadband cutting out and slower speeds since the last 2 weeks
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Broadband cutting out and slower speeds since the last 2 weeks
07-04-2018 10:03 AM - edited 07-04-2018 10:04 AM
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Hi,
I'm a recent switcher to Plusnet broadband, it's been about 3 weeks. Since I've switched over however, I've experienced regular drops in the broadband connection and truly shocking speeds (which I definitely didn't have before) - I don't even live in a remote area.
The connection drops out at least 5-6 times per day and it's really beginning to interfere with my family's ability to get things done. I thought I'd give it some time to stabilise because I understand that it can take some time to do that.
I'm still using my BT HomeHub4 as my router because it's been giving me good performance and range in the past, I've tried with the Plusnet router but that hasn't helped so it's not a router issue.
Here are my router details:
1. Product name: BT Home Hub
2. Serial number: ********************
3. Firmware version: Software version 4.7.5.1.83.8.130.1.32 (Type A) Last updated 10/03/17
4. Board version: BT Hub 4A
5. ADSL uptime: 0 days, 04:39:55
6. Bandwidth: 1203 / 1152
7. Data sent/received: 61.6 MB / 726.9 MB
Here are the results from the Plusnet speed test
Telephone number: ***********
Phone exchange: ************
Estimated line speed:6Mb (This may vary between 4Mb and 8Mb) - Checked on 2018-03-04 11:53:54
Current line speed:1.1 Mb
I used to get around 5-6Mb before I switched to Plusnet.
<a href="http://www.speedtest.net/result/7206757916"><img src="http://www.speedtest.net/result/7206757916.png"/> </a>
Would really appreciate some help with fixing this.
Thanks in advance.
Re: Broadband cutting out and slower speeds since the last 2 weeks
09-04-2018 11:55 AM
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Hi there.
I'm sorry to hear you're experiencing connection problems.
Our tests aren't finding the cause of the drops (And ultimately speed issues), so I'd recommend running through the steps here and raise a fault to us at http://faults.plus.net if you continue to experience problems.
Please let us know how you get on.
Re: Broadband cutting out and slower speeds since the last 2 weeks
14-04-2018 7:47 PM
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Hi Gandalf but I recommend you check your tests again.
My SNR is coming out at 27 which is ridiculous and definitely explains all the problems I'm having. We rely on the broadband connection for our mobile network in our house and not having internet is causing us a lot of trouble because we need to be contactable for our profession.
I never had such trouble with BT and it is really disappointing service from PlusNet.
Re: Broadband cutting out and slower speeds since the last 2 weeks
15-04-2018 3:34 PM
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To be fair Gandalf says that the cause of the faults is not apparent. The increased SNR is the result, not the cause. He is asking you to do these tests to ensure that the fault is external to your property prior to raising a fault with Openreach.
Moderator and Customer
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If it fixed it, help others - select 'This Fixed My Problem'
Re: Broadband cutting out and slower speeds since the last 2 weeks
16-04-2018 11:31 AM
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