Does Plusnet Care

[#1]

I raised a ticket last weekend stating that my connection was slow and hanging . Plugged my router into the test socket and waited. I have been with Plusnet for several years and have normal approx speeds off  2048/448  sometimes 2208/448 with IP of 1.84 . Now a week later I have been told  NFF  and                                                                  "  After testing your connection no faults have been found with your broadband service,
Your connection is currently stable and ongoing with a line rate of 1.2Mbps and from the latest speed test you provided of 1.1 all are within expectations of your line of between 0.5 to 2Mbps."
Why does Plusnet think that such a drop in speed is acceptable , it is not.                                                                                                                                                                                      If this is the customer service that Plusnet now provides  it maybe time to move on.
Router reset shows;
ADSL line status
Connection Information
Line state Connected
Connection time 0 days, 01:02:15
Downstream 1,504 Kbps
Upstream 448 Kbps

ADSL Settings
VPI/VCI 0/38
Type PPPoA
Modulation G.992.1 Annex A
Latency type Interleaved
Noise margin (Down/Up) 9.3 dB / 17.0 dB
Line attenuation (Down/Up) 58.1 dB / 31.5 dB
Output power (Down/Up) 2.4 dBm / 1.5 dBm
Loss of Framing (Local/Remote) 0 / 0
Loss of Signal (Local/Remote) 0 / 0
Loss of Power (Local/Remote) 0 / 0
FEC Errors (Down/Up) 46 / 1
CRC Errors (Down/Up) 4 / 0
HEC Errors (Down/Up) 11 / 0
Error Seconds (Local/Remote) 3 / 0

1. Best Effort Test:  -provides background information.
Download  Speed
1.29 Mbps

0 Mbps 2 Mbps
Max Achievable Speed
Download speedachieved during the test was - 1.29 Mbps
For your connection, the acceptable range of speeds is 0.8 Mbps-2 Mbps.
IP Profile for your line is - 1.33 Mbps
2. Upstream Test:  -provides background information.
Upload Speed
0.37 Mbps

0 Mbps 0.45 Mbps
Max Achievable Speed
Upload speed achieved during the test was - 0.37Mbps
Additional Information:
Upstream Rate IP profile on your line is - 0.45 Mbps
Come on Plusnet  sort it out  or lose a customer that regularly recommends you.

[#2]

Apologies if you've already tried this but have you tried changing your microfilter for a new one ? These do sometimes degrade over time.

[#3]

Do you know if you were on ADSL1 when the speeds were better?

[#4]

I wouldn't be surprised if something has caused your SNR to be nudged up to 9dB when you're used to it being 6dB. That could explain the speed drop. If you leave it alone and don't keep disconnecting it may come back down after several days. If it doesn't return to 6dB you could ask PlusNet for an SNR reset, which may help.

[#5]

I've responded to Ticket: 82527078 - I've completed an SNR Reset on your line I hope will improve things for you.

[#6]

Thank you for the SNR reset, no change at the moment, still very slow, but will monitor for next 24 hrs. 

[#7]

Hi Chris,
It's been 24 hrs. and only a small improvement see test figures.

FAQ
Results Image not loaded

1. Best Effort Test: -provides background information.
Download Speed
1.07 Mbps
0 Mbps 2 Mbps
Max Achievable Speed
Download speed achieved during the test was - 1.07 Mbps
For your connection, the acceptable range of speeds is 0.8 Mbps-2 Mbps.
IP Profile for your line is - 1.52 Mbps
2. Upstream Test: -provides background information.
Upload Speed
0.32 Mbps
0 Mbps 0.45 Mbps
Max Achievable Speed
Upload speed achieved during the test was - 0.32Mbps
Additional Information:
Upstream Rate IP profile on your line is - 0.45 Mbps
Router Stats.
Internet connection configuration
Connection Information
Connection time 0 days, 22:42:26
Data Transmitted/Received (MB) 17.8 / 142.2
Broadband username
Password ********
TCP/IP settings
Broadband network IP address 87.115.212.205
Default gateway 195.166.128.195
Primary DNS 212.159.6.9
Secondary DNS 212.159.6.10

ADSL line status
Connection Information
Line state Connected
Connection time 0 days, 22:46:04
Downstream 1,728 Kbps
Upstream 448 Kbps
ADSL Settings
VPI/VCI 0/38
Type PPPoA
Modulation G.992.1 Annex A
Latency type Interleaved
Noise margin (Down/Up) 9.1 dB / 18.0 dB
Line attenuation (Down/Up) 57.9 dB / 31.5 dB
Output power (Down/Up) 2.7 dBm / 1.5 dBm
Loss of Framing (Local/Remote) 0 / 0
Loss of Signal (Local/Remote) 0 / 0
Loss of Power (Local/Remote) 0 / 0
FEC Errors (Down/Up) 3448 / 46
CRC Errors (Down/Up) 167 / 2
HEC Errors (Down/Up) 886 / 5
Error Seconds (Local/Remote) 89 / 3
The restart yesterday at 17.30 was due to me moving router from test socket back to normal and as you can see it is still very slow.
[Moderator's note by Jim (Oldjim)  username removed mod:end

[#8]

Hi AMX,
I've replied to your ticket. I'll check things over again tomorrow in light of the change I've made.

[#9]

Hi Chris,
      I haven't heard from you,!!  Connection is a lot better but  still approx. 10% below previous settings.
Would it help if I reset my router.


1. Best Effort Test:  -provides background information.
Download  Speed
1.15 Mbps

0 Mbps 2 Mbps
Max Achievable Speed
Download speedachieved during the test was - 1.15 Mbps
For your connection, the acceptable range of speeds is 0.8 Mbps-2 Mbps.
IP Profile for your line is - 1.79 Mbps
2. Upstream Test:  -provides background information.
Upload Speed
0.32 Mbps

0 Mbps 0.45 Mbps
Max Achievable Speed
Upload speed achieved during the test was - 0.32Mbps
Additional Information:
Upstream Rate IP profile on your line is - 0.45 Mbps

[#10]

Log in to the router and do a single disconnect/reconnect. You should start to see the slightly improved speeds coming back through.

[#11]

Before following your instructions router speeds were 2027/440 , after reset no change.  Since then the router has reset itself at least twice, the last time at approx. 14.00 hrs today.
ADSL line status
Connection Information
Line state Connected
Connection time 0 days, 01:59:33
Downstream 1,816 Kbps
Upstream 443 Kbps

ADSL Settings
VPI/VCI 0/38
Type PPPoA
Modulation G.992.3 Annex A
Latency type Fast
Noise margin (Down/Up) 7.4 dB / 18.3 dB
Line attenuation (Down/Up) 58.0 dB / 32.2 dB
Output power (Down/Up) 3.0 dBm / 1.3 dBm
Loss of Framing (Local/Remote) 0 / 0
Loss of Signal (Local/Remote) 0 / 0
Loss of Power (Local/Remote) 0 / 0
FEC Errors (Down/Up) 0 / 0
CRC Errors (Down/Up) 237 / 0
HEC Errors (Down/Up) 227 / 0
Error Seconds (Local/Remote) 166 / 0
So it looks as if  disconnections are starting to slow me down again.

[#12]

I have just performed a hard reset to try and return my connection to its previous speed.
It has now restarted slower. Could you p[lease give it a nudge back up.

Download  Speed
1.36 Mbps

0 Mbps 2 Mbps
Max Achievable Speed
Download speedachieved during the test was - 1.36 Mbps
For your connection, the acceptable range of speeds is 0.8 Mbps-2 Mbps.
IP Profile for your line is - 1.6 Mbps
2. Upstream Test:  -provides background information.
Upload Speed
0.33 Mbps

0 Mbps 0.45 Mbps
Max Achievable Speed
Upload speed achieved during the test was - 0.33Mbps
Additional Information:
Upstream Rate IP profile on your line is - 0.45 Mbps

ADSL line status
Connection Information
Line state Connected
Connection time 0 days, 01:44:20
Downstream 1,667 Kbps
Upstream 443 Kbps

ADSL Settings
VPI/VCI 0/38
Type PPPoA
Modulation G.992.3 Annex A
Latency type Fast
Noise margin (Down/Up) 6.2 dB / 17.5 dB
Line attenuation (Down/Up) 59.5 dB / 32.2 dB
Output power (Down/Up) 2.5 dBm / 1.3 dBm
Loss of Framing (Local/Remote) 0 / 0
Loss of Signal (Local/Remote) 0 / 0
Loss of Power (Local/Remote) 0 / 0
FEC Errors (Down/Up) 0 / 0
CRC Errors (Down/Up) 307 / 0
HEC Errors (Down/Up) 112 / 0
Error Seconds (Local/Remote) 121 / 0

I seem to have this problem every few months, from now on I will try to monitor  any forced connections.
The recent slowdown seems to tie in with the recent problems at Truro exchange and that Open Reach were seen working in my road.
It is now over a month since my speeds were 2208/448.
NOT HAPPY.

[#13]

Did you take note of the noise margin before doing the reboot? If it was below 6 it will resync with the noise margin at 6 and consequently a lower sync speed.
Noise margins tend to be their highest in the middle of the day and at their lowest in the night so rebooting in the middle of the night wasn't the smartest move!