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Broadband cutting out and slower speeds since the last 2 weeks

chanakyaniti
Newbie
Posts: 2
Registered: 07-04-2018

Broadband cutting out and slower speeds since the last 2 weeks

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. 

 

 

4 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 7,612
Thanks: 2,222
Fixes: 380
Registered: 21-04-2017

Re: Broadband cutting out and slower speeds since the last 2 weeks

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.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
chanakyaniti
Newbie
Posts: 2
Registered: 07-04-2018

Re: Broadband cutting out and slower speeds since the last 2 weeks

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.

Baldrick1
Seasoned Champion
Posts: 1,243
Thanks: 537
Fixes: 42
Registered: 30-06-2016

Re: Broadband cutting out and slower speeds since the last 2 weeks

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.

Plusnet Help Team
Plusnet Help Team
Posts: 5,410
Thanks: 503
Fixes: 187
Registered: 01-01-2012

Re: Broadband cutting out and slower speeds since the last 2 weeks

Sorry to hear that.

I can see a engineer has been booked to investigate further.

Let us know you get on.

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team