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Change in broadband speed since March

glreeves
Newbie
Posts: 8
Registered: 13-05-2014

Change in broadband speed since March

I've been on the Essentials package since Aug 13.  My download speed was consistently around 2.3 Mbs, but then I noticed a drop between Feb-Mar 14 and now it is consistently around 1.7 Mbs.  Nothing has changed in my set up and I am disappointed!  Two calls to Customer Service have not resolved the issue.  Furthermore I was given conflicting advice!
I was told that this speed is still within "normal" limits, but why the sudden drop which now makes video buffer more frequently.  Is there a solution or do I have to put up with this?  If no change I will have to consider leaving when my contract expires.  Can anyone help please?
10 REPLIES
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: Change in broadband speed since March

Hi glreeves,
I'm sorry to hear that your speeds have dropped a little.
Having looked at your line I can see what has probably caused this. Your SNR Target was set at 6db which would have given you a connection rate of around 2300K whereas now your SNR is 9db which has decreased your sync rate to 2080K.
Would you be able to connect an alternative microfilter and also connect your router into your Test Socket?
Chris Pettitt
Cloud Environments Engineer
glreeves
Newbie
Posts: 8
Registered: 13-05-2014

Re: Change in broadband speed since March

The microfilter I have is built into the socket box on the wall. It was fitted by BT when I was with them last year so I can't really change it.  It seems to be an add-on box on the front.
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: 13-07-2012

Re: Change in broadband speed since March

Your connection has just had a resync and your SNR Margin on your downstream is back at 6dB. I've updated your speed profile to match so hopefully you'll now see an increase.
glreeves
Newbie
Posts: 8
Registered: 13-05-2014

Re: Change in broadband speed since March

Chris, This is exactly what the first customer service agent told me when I first reported the drop in speed, later to be denied by the second agent when the speed had not improved!  I have just done a speed test...and it's DROPPED to 1.3Mbs!  Why please?  Thanks.
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: 13-07-2012

Re: Change in broadband speed since March

I've checked over your connection and can see no reason for the drop, has it improved at all since?
glreeves
Newbie
Posts: 8
Registered: 13-05-2014

Re: Change in broadband speed since March

It's 1.7 download, 0.36 upload, so no return to my 2.3 Mbs!  Can you do anything more please?  Thanks.
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Plusnet Help Team
Plusnet Help Team
Posts: 13,117
Thanks: 157
Fixes: 55
Registered: 27-04-2007

Re: Change in broadband speed since March

Hi,
I've just checked again and everything looks fine from our point of view. I'd consider raising a fault if this problem continues: http://faults.plus.net
Adam
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
glreeves
Newbie
Posts: 8
Registered: 13-05-2014

Re: Change in broadband speed since March

Hmm. I thought I'd already done this by twice phoning your Customer Support (with no resolution) and then through my posts on here...what will happen differently if I use your link please?  A request to do a speedtest with a new filter with connection direct to the test socket which I have already done.  I went round in cricles like this previously with BT and left in frustration when my contract expired!  Deja vu!
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: Change in broadband speed since March

When you log a fault with us online on the above link, it creates a ticket to our Faults Team who will run in-depth checks and they'll contact you and work with you to get the issue resolved.
Chris Pettitt
Cloud Environments Engineer
glreeves
Newbie
Posts: 8
Registered: 13-05-2014

Re: Change in broadband speed since March

OK, thanks.  Will try it later.