cancel
Showing results for 
Search instead for 
Did you mean: 

Broadspeed almost non existent 0.9 Mbps since 13/4/22 16:00pm onwards - Nottingham

Dr_Troy
Hooked
Posts: 9
Registered: ‎08-01-2021

Broadspeed almost non existent 0.9 Mbps since 13/4/22 16:00pm onwards - Nottingham

Hi yesterday my broadband speed dropped to the point that pages will not load. I raised a case however frustratingly the router reports to be connecting at 29Mbps, although it has never delivered that speed, typically 18-22.

Currently writing this message via mobile tethering, chewing my data allowance away.

I had to go through the spiel of recycling power, unplugging etc etc. Knowing full well this appears to be an issue with the service. I am a home worker so this is causing quite a bit of a problem. Does anyone have any ideas?

 

I am connected directly via ethernet, I disabled the wireless completely to rule out any rogue devices. Reset the router back to default, restored a config, it must be either the service or the device itself at fault?

Thanks in advance, btw I have 3 months left on this service ! Joys

18 REPLIES 18
Townman
Superuser
Superuser
Posts: 23,200
Thanks: 9,719
Fixes: 162
Registered: ‎22-08-2007

Re: Broadspeed almost non existent 0.9 Mbps since 13/4/22 16:00pm onwards - Nottingham

Have you done the basics of checking the phone line?

Broadband is not going to work well if the "phone" line is not working properly.

Please perform a quiet line test - dial 17070 select option 2 using a corded phone plugged into the test socket behind the face plate of the master socket. It should be silent. A noisy phone line (or no dial tone) will have a marked adverse impact on the performance of broadband.

If the line is noisy or there is no dial tone, then a PHONE LINE fault needs to be raised with your phone provider. If this is PlusNet, you can report a fault on line using the button below.  From the Q&A list, choose the one which matches the problem, 'open' the 'section' and click the trouble-shooter link.  NB: If you receive a failure message (rather than a log-in prompt) then log-in to the user portal in a different browser tab and attempt to use the trouble-shooter again.


You note 3 months of contact left - I would suspect that this has nothing to do with Plusnet, but everything to do with the state of your phone line - the same line which will be used by any other ISP.

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

Dr_Troy
Hooked
Posts: 9
Registered: ‎08-01-2021

Re: Broadspeed almost non existent 0.9 Mbps since 13/4/22 16:00pm onwards - Nottingham

Thanks, although I am not in possession of a corded phone. I have been recently informed that a 100Mb fibre is available in my area, so having the link will not matter after June.

 

I will see if I can borrow a phone and try out your suggestion ! Thanks

bmc
Hero
Posts: 3,334
Thanks: 1,098
Fixes: 50
Registered: ‎28-02-2017

Re: Broadspeed almost non existent 0.9 Mbps since 13/4/22 16:00pm onwards - Nottingham

@Dr_Troy 

You can use the following link to see what's available for your house. You need to see WBC FTTP in the left hand column and Available over to the right.

https://www.broadbandchecker.btwholesale.com/#/ADSL

 

If you're desperate you can move to BT or EE FTTP free of any early termination charges. You need to contact the Customer Options Team first. If you decide to move have a good look round their websites first to see what they offer so you know when you speak to them.

 

PlusNet FTTP is coming - it's just a question of when. An Admin staff member posted a few days ago that FTTP should be available for order in the "very near future"

 

Brian

Dr_Troy
Hooked
Posts: 9
Registered: ‎08-01-2021

Re: Broadspeed almost non existent 0.9 Mbps since 13/4/22 16:00pm onwards - Nottingham

Wowzers apparently I can have WBC FTTP Upto 1000. Thanks 

 

Hopefully they will not have to rip up my block paving Tongue

bmc
Hero
Posts: 3,334
Thanks: 1,098
Fixes: 50
Registered: ‎28-02-2017

Re: Broadspeed almost non existent 0.9 Mbps since 13/4/22 16:00pm onwards - Nottingham

@Dr_Troy 

If you look at the narrative after the results window it'll say something about FTTP.

 

In particular it'll say UG feed (I'm assuming your phone line is underground) and whether any problems are expected.

 

Brian

Dr_Troy
Hooked
Posts: 9
Registered: ‎08-01-2021

Re: Broadspeed almost non existent 0.9 Mbps since 13/4/22 16:00pm onwards - Nottingham

it mentions the following... good or bad?

Our records show the following FTTP network service information for these premises:-Single Dwelling Unit Residential UG premises served by 2.5 Inch plastic duct 56.

FTTP is available and a new ONT may be ordered.

Baldrick1
Moderator
Moderator
Posts: 11,763
Thanks: 5,229
Fixes: 420
Registered: ‎30-06-2016

Re: Broadspeed almost non existent 0.9 Mbps since 13/4/22 16:00pm onwards - Nottingham


Moderators Note

This topic has been moved from ADSL Broadband to Fibre

Moderator and Customer
If this helped - select the Thumb
If it fixed it,  help others - select 'This Fixed My Problem'

bmc
Hero
Posts: 3,334
Thanks: 1,098
Fixes: 50
Registered: ‎28-02-2017

Re: Broadspeed almost non existent 0.9 Mbps since 13/4/22 16:00pm onwards - Nottingham


@Dr_Troy wrote:

it mentions the following... good or bad?

Our records show the following FTTP network service information for these premises:-Single Dwelling Unit Residential UG premises served by 2.5 Inch plastic duct 56.

FTTP is available and a new ONT may be ordered.


 

Don't know - but the OR engineer will.

 

Unless the duct is blocked you block paving should be OK. OR run a new cable through the duct and into your house.

 

One other thing to consider with FTTP is do you need a landline? From memory BT is cheaper for internet only. If you need the line then you will probably go onto BT's Digital Voice service (a form of VOIP). With this consider that if the power goes down your landline goes down with your internet.

 

Brian

adam945
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 2,319
Fixes: 113
Registered: ‎01-12-2020

Re: Broadspeed almost non existent 0.9 Mbps since 13/4/22 16:00pm onwards - Nottingham

Hello @Dr_Troy, thanks a lot for getting in touch and I'm really sorry to hear that your sync speeds are lower than what they should be. I've just checked out the account and can see that a Qube engineer appointment has been arranged for this morning. 

Please feel free to let us know how things go and we'll be happy to follow up. 

 Adam
 Plusnet Help Team - Leeds
dvorak
Moderator
Moderator
Posts: 29,547
Thanks: 6,643
Fixes: 1,485
Registered: ‎11-01-2008

Re: Broadspeed almost non existent 0.9 Mbps since 13/4/22 16:00pm onwards - Nottingham


@Dr_Troy wrote:

it mentions the following... good or bad?

Our records show the following FTTP network service information for these premises:-Single Dwelling Unit Residential UG premises served by 2.5 Inch plastic duct 56.

FTTP is available and a new ONT may be ordered.


That’s a standard underground connection (there is a smaller 1 inch which can be tricky, apparently)

but that suggests a straight forward install, unless as @bmc says it’s blocked.

You’d just need to think about and discuss with the engineer where you’d like them to drill through the wall.

Customer / Moderator
If it helped click the thumb
If it fixed it click 'This fixed my problem'
Dr_Troy
Hooked
Posts: 9
Registered: ‎08-01-2021

Re: Broadspeed almost non existent 0.9 Mbps since 13/4/22 16:00pm onwards - Nottingham

Engineer who was great swapped the hub, still the same, tried calling plusnet 9 times, with no answer so has marked the job incomplete. Needs openreach to investigate. So still currently offline
Dr_Troy
Hooked
Posts: 9
Registered: ‎08-01-2021

Re: Broadspeed almost non existent 0.9 Mbps since 13/4/22 16:00pm onwards - Nottingham

This may or may not be relevant but since the issue I have noticed the following entries in the event log on the router.

 

ime and date Message
07:59:57, 15 Apr. BLOCKED 1 more packets (because of Spoofing protection)
07:59:56, 15 Apr. IN: BLOCK [12] Spoofing protection (IGMP 209.93.65.116-​>224.0.0.22 on ppp3)
07:59:56, 15 Apr. BLOCKED 5 more packets (because of Spoofing protection)
07:59:55, 15 Apr. IN: BLOCK [12] Spoofing protection (IGMP 192.168.0.1-​>224.0.0.22 on ptm0.101)
07:59:55, 15 Apr. BLOCKED 3 more packets (because of Spoofing protection)
07:59:54, 15 Apr. IN: BLOCK [12] Spoofing protection (IGMP 192.168.0.1-​>224.0.0.22 on ptm0)
07:59:46, 15 Apr. BLOCKED 3 more packets (because of Spoofing protection)
07:59:45, 15 Apr. BLOCKED 5 more packets (because of Spoofing protection)
07:59:44, 15 Apr. IN: BLOCK [12] Spoofing protection (IGMP 192.168.0.1-​>224.0.0.22 on ptm0.101)
07:59:44, 15 Apr. BLOCKED 2 more packets (because of Spoofing protection)
07:59:43, 15 Apr. IN: BLOCK [12] Spoofing protection (IGMP 192.168.0.1-​>224.0.0.22 on ptm0)
07:59:35, 15 Apr. BLOCKED 3 more packets (because of Spoofing protection)
07:59:34, 15 Apr. BLOCKED 2 more packets (because of Spoofing protection)
07:59:33, 15 Apr. IN: BLOCK [12] Spoofing protection (IGMP 192.168.0.1-​>224.0.0.22 on ptm0)
bmc
Hero
Posts: 3,334
Thanks: 1,098
Fixes: 50
Registered: ‎28-02-2017

Re: Broadspeed almost non existent 0.9 Mbps since 13/4/22 16:00pm onwards - Nottingham

@dvorak 

Drilling is not always required - they can come in via the existing copper entry point. If I recall correctly I've heard stories of the copper wire being removed leaving optic only .

 

However you might be able to get them to drill at a differnet point in the wall if you wish to have the ONT in a more suitable place.

 

Brian

Dr_Troy
Hooked
Posts: 9
Registered: ‎08-01-2021

Re: Broadspeed almost non existent 0.9 Mbps since 13/4/22 16:00pm onwards - Nottingham

Thanks, I ordered it last night and did think they will want to install a new cable, with a new hole.

Hopefully they will repurpose the current structured cabling.