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Connection & Speed Issue - Help Admin

Trix
Dabbler
Posts: 13
Registered: 27-05-2011

Connection & Speed Issue - Help Admin

Ive been with Plusnet for about 20 days now and had constant problems with connection drops and speed. After alot of tickets and phone calls with plusnet 'technical' staff i am still stuck with a super slow speed.
On the first day of connection I was getting 6500 which was great but then it suddenly dropped to 500, after speaking to technical staff he assured me after a 10 day 'stabilisation period' it would get faster. I waited for the 10 days to pass and it was still at 500 so i spoke again to staff who said after 72 hours BT would update our profile and it will be sorted, 95 hours passed and I still had the same issue. Another phonecall later and a couple of days passing our profile was updated to 3500 but it only lasted for less than 24 hours, I have taken over taken over 10 bt speed test as was requested.
Im paying for the 60gb download and an extra £5 per month for the pro addon which atm is a total waste of my money
I seem to be hitting a brick wall when i phone up now as they offer me no more help or offer assistance in anyway, i just seemed to be getting fobbed off which is unfair as im paying for a service which i am not recieving
Is there any Admin on that could offer me any help
my router is a thomson tg585 v8
21 REPLIES
Community Veteran
Posts: 38,460
Thanks: 1,027
Fixes: 62
Registered: 15-06-2007

Re: Connection & Speed Issue - Help Admin

Please post the following
Router stats - speeds, noise margin and attenuation from here
Result of BT speedtest from here
Current line speed from here
Trix
Dabbler
Posts: 13
Registered: 27-05-2011

Re: Connection & Speed Issue - Help Admin

Current line speed
Phone exchange:
MOSSLEY
Estimated line speed:
5Mb (This may vary between 4Mb and 8Mb) - Checked on 2011-05-01 22:59:39
Current line speed:
0.5 Mb
Router stats
Downstream Upstream
Rate (Kbps): 687  443 
 
SNR Margin (dB): 6.9  15.6 
Attenuation (dB): 40.5  23.9 
Output Power (dBm): 11.5  0.0 
 
BT Speedtest
Test1 comprises of two tests
1. Best Effort Test:  -provides background information.
Download Speed
445 Kbps
 
0 Kbps 500 Kbps
Max Achievable Speed
Download speedachieved during the test was - 445 Kbps
For your connection, the acceptable range of speedsis 100-500 Kbps.
Additional Information:
Your DSL Connection Rate :686 Kbps(DOWN-STREAM), 443 Kbps(UP-STREAM)
IP Profile for your line is - 500 Kbps
The throughput of Best Efforts (BE) classes achieved during the test is - 20.88:21.95:57.19 (SBE:NBETongueBE)
These figures represent the ratio while sententiously passing Sub BE, Normal BE and Priority BE marked traffic.
The results of this test will vary depending on the way your ISP has decided to use these traffic classes. 
2. Upstream Test:  -provides background information.
Upload Speed
361 Kbps
 
0 Kbps 443 Kbps
Max Achievable Speed
>Upload speed achieved during the test was - 361 Kbps
Additional Information:
Upstream Rate IP profile on your line is - 443 Kbps

Community Veteran
Posts: 38,460
Thanks: 1,027
Fixes: 62
Registered: 15-06-2007

Re: Connection & Speed Issue - Help Admin

There is a major problem.
Can you connect the router to the test socket with nothing else connected and report the stats again.
Are you absolutely sure everything is filtered including Sky Box
Trix
Dabbler
Posts: 13
Registered: 27-05-2011

Re: Connection & Speed Issue - Help Admin

Hi
We havent got a test socket in the property, the router is plugged into the main socket.
We havent got Sky and everything is filtered.
Community Veteran
Posts: 38,460
Thanks: 1,027
Fixes: 62
Registered: 15-06-2007

Re: Connection & Speed Issue - Help Admin

Can you try another filter without a phone connected and report the stats
Trix
Dabbler
Posts: 13
Registered: 27-05-2011

Re: Connection & Speed Issue - Help Admin

Router Stats
Rate (Kbps): 543  443 
 
SNR Margin (dB): 25.2  15.4 
Attenuation (dB): 42.0  23.9 
Output Power (dBm): 11.6  0.0 

BT Speedtest
1. Best Effort Test:  -provides background information.
Download Speed
445 Kbps
 
0 Kbps 500 Kbps
Max Achievable Speed
Download speedachieved during the test was - 445 Kbps
For your connection, the acceptable range of speedsis 100-500 Kbps.
Additional Information:
Your DSL Connection Rate :686 Kbps(DOWN-STREAM), 443 Kbps(UP-STREAM)
IP Profile for your line is - 500 Kbps
The throughput of Best Efforts (BE) classes achieved during the test is - 20.88:21.95:57.19 (SBE:NBETongueBE)
These figures represent the ratio while sententiously passing Sub BE, Normal BE and Priority BE marked traffic.
The results of this test will vary depending on the way your ISP has decided to use these traffic classes. 
2. Upstream Test:  -provides background information.
Upload Speed
361 Kbps
 
0 Kbps 443 Kbps
Max Achievable Speed
Upload speed achieved during the test was - 361 Kbps
Additional Information:
Upstream Rate IP profile on your line is - 443 Kbps

Trix
Dabbler
Posts: 13
Registered: 27-05-2011

Re: Connection & Speed Issue - Help Admin

missed this
Phone exchange:
MOSSLEY
Estimated line speed:
5Mb (This may vary between 4Mb and 8Mb) - Checked on 2011-05-01 22:59:39
Current line speed:
0.5 Mb
Community Veteran
Posts: 38,460
Thanks: 1,027
Fixes: 62
Registered: 15-06-2007

Re: Connection & Speed Issue - Help Admin

Can you disconnect the router and reconnect still with nothing else connected and report the stats again.
The reason is the reported noise margin of 25.2dB which indicates that the line has suddenly improved
Trix
Dabbler
Posts: 13
Registered: 27-05-2011

Re: Connection & Speed Issue - Help Admin

BT Speedtest
Test1 comprises of Best Effort Test:  -provides background information.
Download Speed
353 Kbps
 
0 Kbps 500 Kbps
Max Achievable Speed
Download speedachieved during the test was - 353 Kbps
For your connection, the acceptable range of speedsis 100-500 Kbps.
IP Profile for your line is - 478 Kbps
The throughput of Best Efforts (BE) classes achieved during the test is - 9.77:26.48:63.9 (SBE:NBETongueBE)
These figures represent the ratio while sententiously passing Sub BE, Normal BE and Priority BE marked traffic.
The results of this test will vary depending on the way your ISP has decided to use these traffic classes. 

If you wish to discuss these results please contact your ISP.
If you are experiencing problems with specific applications, servers or websites please contact your ISP for assistance.
Your test has completed please close this window to exit the performance tester.
Note: An Upstream test was not conducted on this line due to a technical issue. If your concern is related to upstream performance then please retry
the performance test again in 1 hours time.
Router Stats

Downstream Upstream
Rate (Kbps): 4543  443 
 
SNR Margin (dB): 6.3  24.3 
Attenuation (dB): 41.0  23.8 
Output Power (dBm): 13.2  0.0 
Plusnet member centre
Phone exchange:
MOSSLEY
Estimated line speed:
5Mb (This may vary between 4Mb and 8Mb) - Checked on 2011-05-01 22:59:39
Current line speed:
0.5 Mb
Community Veteran
Posts: 38,460
Thanks: 1,027
Fixes: 62
Registered: 15-06-2007

Re: Connection & Speed Issue - Help Admin

Quote
Downstream Upstream
Rate (Kbps): 4543  443
SNR Margin (dB): 6.3  24.3
Attenuation (dB): 41.0  23.8
Output Power (dBm): 13.2  0.0 
That indicates that the interference has gone even if only temporarily.
There is no need to do BT speedtests as that won't change until  the IP profile increases.
The next thing is to find out what is causing the problem.
Using the present filter what happens to the router stats when the phone is connected, when the phone is used and when someone rings you.
No need to unplug the router just do the above seeing if the router stats change
Trix
Dabbler
Posts: 13
Registered: 27-05-2011

Re: Connection & Speed Issue - Help Admin

  Downstream Upstream
Rate (Kbps): 4543  443 
 
SNR Margin (dB): 5.8  24.8 
Attenuation (dB): 41.0  23.8 
Output Power (dBm): 13.2  0.0 
 
did a speedtest
Trix
Dabbler
Posts: 13
Registered: 27-05-2011

Re: Connection & Speed Issue - Help Admin

when phone is in use
Downstream Upstream
Rate (Kbps): 4543  443 
 
SNR Margin (dB): 5.8  19.4 
Attenuation (dB): 41.0  23.8 
Output Power (dBm): 13.2  0.0 
 
Community Veteran
Posts: 38,460
Thanks: 1,027
Fixes: 62
Registered: 15-06-2007

Re: Connection & Speed Issue - Help Admin

I assume, as suggested earlier, you changed the filter.
If so it appears to have been a duff filter
Note that there is no point in doing speed tests as nothing will improve until the IP profile increaseI suggest leaving everything alone now and check the router stats tomorrow.
If it holds the sync speed then the IP profile should increase in a couple of days. Disconnecting and reconnecting the router will only delay this
jojopillo
Grafter
Posts: 9,786
Registered: 16-06-2010

Re: Connection & Speed Issue - Help Admin

Hi Trix,
I can see it's back with the faults team, but if your sync rate stays as it is, it shouldn't be too long before your speed returns.
Jojo Smiley