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Broadband download speed - When will it recover?

simonb2005
Dabbler
Posts: 20
Registered: ‎21-06-2011

Broadband download speed - When will it recover?

Hi,
I have been experiencing problems with my broadband speed since 8th June and have been attempting to resolve the problem through Plusnet technical support, but so far with no success.  From reading the forum threads, I suspect that the problem may in part be due to repeated disconnections of my router and am wondering how long I should wait before I conclude my problem is unresolvable and consider changing ISPs.
Since joining Plusnet, I have been using a Netgear router operating with a typical download speed of 900 Kbps.  The Netgear router failed on 8th June during a firmware upgrade and so I returned this router to Netgear for replacement under warranty.  In the meantime, I have been using the Thompson router provided by Plusnet when I joined the service in September last year.  The download speed with this router has never exceeded 500 Kbps, typically in the range 300 to 400 Kbps, despite remaining connected for nearly two weeks.
A BT engineer visited my property yesterday and he confirmed that the external line into the property and all devices up to the router are functioning correctly, with a DSL connection speed > 1 Mbps. 
Last night, I installed my replacement Netgear router and the line download speed dropped to 127 Kbps.  Plusnet technical support are asking me to wait another 72 hours to allow the line speed to recover.
Given that my Thomson router speed did not recover when used continuously for >72 hours, why should I expect the speed to recover automatically with my Netgear router?  What can Plusnet do to resolve this problem if the speed does not improve?
A BT speedcheck this morning gives:
Download speed: 90 kbps
Acceptable range of speed: 50 to 250 kbps
DSL connection rate: 1312 Kbps (downstream); 448 Kbps (upstream)
IP profile for my line: 135 Kbps
Thanks
Simon
41 REPLIES
vultura
Grafter
Posts: 255
Thanks: 4
Registered: ‎22-05-2011

Re: Broadband download speed - When will it recover?

Can you post your router stats as per this thread - http://community.plus.net/forum/index.php/topic,96155.0.html as they may help.
Welcome to the forums.
simonb2005
Dabbler
Posts: 20
Registered: ‎21-06-2011

Re: Broadband download speed - When will it recover?

Hi Oldjim and thanks for your reply.
I have attached a screenshot of the router statistics; in summary:
Connection speed: 1312 kbps (downstream); 448 (upstream)
Line attenuation: 63.5 db (downstream); 31.5 db (upstream)
Noise margin: 8.6 db (downstream); 14.0 db (upstream)
A BT speedcheck gives:
Download speed 90 kbps
Acceptable range of speeds 50 to 250 kbps
DSL connection rate 1312 kbps (downstream); 448 kbps (upstream)
IP profile for line 135 kbps
Cheers
Simon

Community Veteran
Posts: 6,319
Thanks: 86
Fixes: 3
Registered: ‎08-01-2008

Re: Broadband download speed - When will it recover?

This gives info on how long it should take for the BT profile to go up: http://kitz.co.uk/adsl/IPprofile.htm#IPprofile_increase_time allow another 12 hours or so for the PlusNet profile to respond to the delta report
Call me 'w23'
At any given moment in the universe many things happen. Coincidence is a matter of how close these events are in space, time and relationship.
Opinions expressed in forum posts are those of the poster, others may have different views.
simonb2005
Dabbler
Posts: 20
Registered: ‎21-06-2011

Re: Broadband download speed - When will it recover?

Thanks Walker 23 - I will check this out.
Plusnet line speed check currently giving:
Estimated line speed:
1.0Mb (Accurate to within +/- 1Mbit) - Checked on 2011-06-08 21:50:48
Current line speed:
0.25 Mb
vultura
Grafter
Posts: 255
Thanks: 4
Registered: ‎22-05-2011

Re: Broadband download speed - When will it recover?

If the Plusnet profile doesn't recover within 24-48 hours then I'd suggest asking them to alter it manually, either by posting here or ring the customer support team.
simonb2005
Dabbler
Posts: 20
Registered: ‎21-06-2011

Re: Broadband download speed - When will it recover?

Thanks Vultura - I will keep you posted.
jojopillo
Grafter
Posts: 9,786
Registered: ‎16-06-2010

Re: Broadband download speed - When will it recover?

Hi simonb2005,
I'm looking into this now to see what I can find out for you.
Jojo Smiley
simonb2005
Dabbler
Posts: 20
Registered: ‎21-06-2011

Re: Broadband download speed - When will it recover?

Thanks JoJo I would really appreciate your help.
Cheers
Simon
jojopillo
Grafter
Posts: 9,786
Registered: ‎16-06-2010

Re: Broadband download speed - When will it recover?

Hi Simon,
Job done. Seems like the bRAS profile was stuck. Been onto BT and had it changed. Your profile is now 1250 which I've applied to your account, so you should see that in the next 15 mins.
Jojo Smiley
simonb2005
Dabbler
Posts: 20
Registered: ‎21-06-2011

Re: Broadband download speed - When will it recover?

Thanks JoJo - you are a star (and my kids & wife think so too)!
All back to normal (and better).
Again - many thanks.
Cheers
Simon
vultura
Grafter
Posts: 255
Thanks: 4
Registered: ‎22-05-2011

Re: Broadband download speed - When will it recover?

Can't see many ISPs being as responsive as Plusnet.
Good work Jojo.
Highlighted
jojopillo
Grafter
Posts: 9,786
Registered: ‎16-06-2010

Re: Broadband download speed - When will it recover?

Thanks guys, you're very welcome. It's always nice when things work out Smiley
simonb2005
Dabbler
Posts: 20
Registered: ‎21-06-2011

Broadband download speed problem - can anyone from Plusnet help?

Hi everyone,
I have been experiencing slow internet download speeds for over 24 hours.  Currently my download speed is 0.5 Mb, upload speed is 0.4 Mb.  I normally get about 1.2 to 1.4 Mb (measured using USwitch as BT speed checker not currently working for me).
Yesterday evening my internet connection (ethernet and wireless connections) seemed to hang for about an hour.  I restarted my modem but this didn't work.  The connection then came back just as I was on the phone to Plusnet to record the fault.  However, I have seen the much slower speeds since that point in time.
My wireless router stats are attached for information; in summary:
Connection speed: downstream 640 kbps; upstream 448 kbps
Line attenuation: downstream 63.5 kbps; upstream 31.5 kbps
Noise margin: downstream 14.0 db; upstream 13.0 dB.
Can anyone advise how to rectify my problem?
Many thanks
Simon
Community Veteran
Posts: 38,460
Thanks: 1,031
Fixes: 62
Registered: ‎15-06-2007

Re: Broadband download speed - When will it recover?

Merged with previous topic for continuity