Broadband speed
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Broadband speed
12-06-2016 9:54 AM
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Hello,i have been a Plusnet customer for about a month now. Over the last week my broad band speed has dropped by about a third.I was getting speeds of 6.8 mbps and got a email to confirm that from Plusnet.My speed over the last week has dropped to about 4.5 mbps.I contacted Plusnet yesterday and they wanted to send a engineer out but said there would be a charge of £50 if the fault was mine.I said i would see how the connection was over the next few days.I am confident it is not the fault at my end as i have been receiving broad band for about 10 years.I have tried my old Talktalk router with the same results.Any help with my problem would be appreciated.
Re: Broadband speed
12-06-2016 10:53 AM
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Follow the advice given in the troublshooting guide at https://community.plus.net/t5/Broadband/Broadband-Fault-amp-Order-Support-Guides/m-p/1042331#U104233...
The £50 charge is only if your internal wiring is at fault (or your modem/router) but the advice in the guides should show you how to discount them before you get an engineer out.
Re: Broadband speed
12-06-2016 11:03 AM
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Thanks i will try.
Re: Broadband speed
12-06-2016 11:42 AM
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I have checked all cables etc.I have the new open reach plug with built in micro filter.I would not feel confident taking it apart.I have tried a second router with the same results.The BT wholesale tester comes up with different results but never the speed i was having.In fact the bt wholesale tester results vary significantly when compared to other speed testers.
Re: Broadband speed
12-06-2016 11:47 AM
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Think broadband speed tester was 4.3mbps and bT wholesale tester was 7.63. and gives varying results but mainly about 4 mbps.
Re: Broadband speed
12-06-2016 12:10 PM
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How are you testing, wired or wifi?
Re: Broadband speed
12-06-2016 12:32 PM
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Hard wired Ethernet cable .thanks.
Re: Broadband speed
13-06-2016 12:07 PM
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Upstream DSL Link Information | Downstream DSL Link Information | |
Loop Loss: | 27.3 | 45.5 |
SNR Margin: | 6.0 | 8.8 |
Errored Seconds: | 0 | 17 |
HEC Errors: | 0 | |
Cell Count: | 22 | 52 |
Speed: | 1050 | 6816 |
Maximum Stable Rate (KBPS): | 6240 | Fault Threshold Rate (KBPS): | 4992 |
Mean Time Between Retrains (Seconds): | 7871 | Mean Time Between Errors Upstream (Seconds): | 11807 |
Indicative Line Quality: | R | Mean Time Between Errors Downstream (Seconds): | 3 |
The line is showing a lot of errors. Is there any noise on the phone when you pick up a handset?
Re: Broadband speed
13-06-2016 5:45 PM
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Yes there is a background humming noise on the land line.Many thanks.
Re: Broadband speed
13-06-2016 5:55 PM
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The broadband speed as gone up slightly to 5.77 Mbps according to BT Wholesale speed test.The best I ever got was 6 .8 Mbps,so things are improving.Would it be best to run with it or ask Plusnet what i should do.Many thanks for your most helpful attention.
Re: Broadband speed
13-06-2016 6:40 PM
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It's worthwhile running through the phone troubleshooter and reporting as a noisy line: http://www.plus.net/help/phone/phone-line-troubleshooting/
Re: Broadband speed
13-06-2016 6:41 PM
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Thanks,I will try.
Re: Broadband speed
13-06-2016 7:00 PM
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I have one of those new phone sockets with a built in micro-filter,so I will not touch it.I think I will give it a couple of days and run with it.If after this time their is no improvement I will contact Plusnet.Many thanks for the help i have received.
Re: Broadband speed
14-06-2016 4:58 PM
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I suggest taking that front plate off, and test with a phone in the test socket behind. It's not impossible the fault lies with the filtered faceplate, and for a noisy line fault you really want to eliminate anything broadband related. You'll be reporting a voice fault and it will be a voice engineer that attends to it on that basis.
Re: Broadband speed
14-06-2016 5:35 PM
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Thanks but I would not like to touch this new box.I will give it two days and then phone Plusnet.If it is the new socket would i be charged.
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