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Crippling speed loss after 3pm every day

rekelon
Newbie
Posts: 6
Registered: 25-10-2013

Crippling speed loss after 3pm every day

Hi there, for the last 3 days my from about 3pm to 1-2am has gone from 5.5mb to 0.6mb or even lower. I’ve got a support ticket (Question #76199489) but had no reply. I’ve done multiple BT wholesale tests so it should be easy for you guys to see that there is a problem. Can you get this sorted as it basically means I cant use my connection for much.
11 REPLIES
Community Veteran
Posts: 4,783
Thanks: 106
Fixes: 20
Registered: 14-07-2009

Re: Crippling speed loss after 3pm every day

Being able to see that there is a problem is one thing; being able to fix it is another.  It could be something like a REIN issue (interference from something electrical in your vicinity). 
rekelon
Newbie
Posts: 6
Registered: 25-10-2013

Re: Crippling speed loss after 3pm every day

True but it would be nice if they would even reply and start trying to find out what the problem is.
Community Veteran
Posts: 26,543
Thanks: 788
Fixes: 9
Registered: 10-04-2007

Re: Crippling speed loss after 3pm every day

Does it hold a consistent sync speed without any disconnections?
Have you looked at the number of errors being logged by the router while it is slow?
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
rekelon
Newbie
Posts: 6
Registered: 25-10-2013

Re: Crippling speed loss after 3pm every day

When its slow i've not had any disconnections but here is my router stats.
Link Information

Uptime: 0 days, 23:37:24
DSL Type: ITU-T G.992.1
Bandwidth (Up/Down) [kbps/kbps]: 448 / 7.104
Data Transferred (Sent/Received) [MB/GB]: 394,22 / 1,99
Output Power (Up/Down) [dBm]: 12,3 / 20,0
Line Attenuation (Up/Down) [dB]: 28,0 / 44,5
SN Margin (Up/Down) [dB]: 23,0 / 5,9
Loss of Framing (Local/Remote): 18 / -
Loss of Signal (Local/Remote): 2 / -
Loss of Power (Local/Remote): 0 / -
Loss of Link (Remote): -
Error Seconds (Local/Remote): 174 / -
FEC Errors (Up/Down): 2 / 749.884
CRC Errors (Up/Down): 2 / 81
HEC Errors (Up/Down): - / 81 / 1.336
Community Veteran
Posts: 26,543
Thanks: 788
Fixes: 9
Registered: 10-04-2007

Re: Crippling speed loss after 3pm every day

It looks like you are still on 20CN - what does http://usertools.plus.net/exchanges/ say for the VP capacity of your exchange?
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
rekelon
Newbie
Posts: 6
Registered: 25-10-2013

Re: Crippling speed loss after 3pm every day

Says everything is fine, no 20CN VP capacity problems reported.
rekelon
Newbie
Posts: 6
Registered: 25-10-2013

Re: Crippling speed loss after 3pm every day

still nothing from plusnet, as far as i can tell they have not even started looking at this problem. It seems if anything goes wrong then they just don't care.
Community Veteran
Posts: 5,472
Thanks: 292
Fixes: 4
Registered: 11-08-2007

Re: Crippling speed loss after 3pm every day

@'rekelon' - Did you raise a normal support ticket, or did you try running through the online fault checker ?
Normal support tickets often take many days before they even get an initial response,  whereas faults reported via the fault checker are said to be processed quicker.
rekelon
Newbie
Posts: 6
Registered: 25-10-2013

Re: Crippling speed loss after 3pm every day

I went through the fault checker.
dragon2611
Grafter
Posts: 283
Registered: 20-10-2013

Re: Crippling speed loss after 3pm every day

Quote from: purleigh
@'rekelon' - Did you raise a normal support ticket, or did you try running through the online fault checker ?
Normal support tickets often take many days before they even get an initial response,  whereas faults reported via the fault checker are said to be processed quicker.

That doesn't sound very reassuring,  Undecided I'd hope that's simply a case of Plusnet expanded rapidly and are having a few temporary issues with staffing levels rather than a permanent thing.
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: Crippling speed loss after 3pm every day

Hi rekelon,
I'm really sorry for the problems that you are experiencing here. I can see that my colleague, Said, has picked up this issue and is looking to book an appointment for you. Once Said picks this case back up for you, we'll get you an engineer booked to investigate this issue further.
Our ticket turnaround is 48-72 hours, so please do bear with us whilst we work to get back to you.
Chris Pettitt
Cloud Environments Engineer