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E mail from plusnet today

bluehoadley
Dabbler
Posts: 15
Registered: ‎15-02-2011

E mail from plusnet today

I have just received this e mail from plusnet support
When you signed up for your broadband account, we performed a check on your telephone line to give you an estimated speed your line might achieve.
Now that your service has now been active for 14 days, we thought we'd let you know the speed as it stands today, by way of comparison.
Estimated line speed: 3Mbps
Current line speed: 0.25Mbps
You can keep a track of your line speed through our website:
https://portal.plus.net/my.html?action=data_transfer_speed
To find out more about how broadband works, and the things that can affect the speed of your service, we've written an article all about high-speed broadband:
http://www.plus.net/support/broadband/speed_guide/high-speed.shtml
If you've got any questions about your service our Community Forums have loads of information and help available ( http://community.plus.net/forum/ ). You can contact us online using the Help Assistant ( http://support.plus.net/ ) or you can call us on 0845 1400200.
Kind regards,
Plusnet Customer Support
http://www.plus.net/
This is my current speed


Router is the standard Thomson with upgraded firmware plugged directly into the BT test socket, no extension leads.
I managed to get  25 Mb/s once in the 14 days I have been connected, most of the time the speed is a constant 0.13 Mb/s I have a ticket No 40028326 which is apparently awaiting customer response ie feedback on my current speed, well plusnet you already have it, look at your e mail. I will go back to customer support and report my findings, in the meanwhile if there a re any plusnet staff on the forum I would appreciate an investigation. Attached below is the result of the BT speed test, and my router stats.
Thanks
John
24 REPLIES
Community Veteran
Posts: 26,746
Thanks: 959
Fixes: 10
Registered: ‎10-04-2007

Re: E mail from plusnet today

When you use the telephone is the line clear with no background noise? (You can use the quiet line test to check: dial 17070 and take option 2)
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)
bluehoadley
Dabbler
Posts: 15
Registered: ‎15-02-2011

Re: E mail from plusnet today

Ok tried that, there is a very small amount of  background hiss that fades out within a second or so.
adie:quote
Community Veteran
Posts: 26,746
Thanks: 959
Fixes: 10
Registered: ‎10-04-2007

Re: E mail from plusnet today

That's different! I wouldn't rule it it out as being connected to your problems.
Is your phone a wired phone or a cordless (DECT) phone? Some DECT phones give problems and people have found double filtering them beneficial.
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)
bluehoadley
Dabbler
Posts: 15
Registered: ‎15-02-2011

Re: E mail from plusnet today

It's a DECT phone, I have just tried the connection with the phone removed from the line and powered off, the speed test result is:

Virtually the same!
Community Veteran
Posts: 38,460
Thanks: 1,031
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Registered: ‎15-06-2007

Re: E mail from plusnet today

can you connect the router to the test socket with nothing else connected and report the stats
bluehoadley
Dabbler
Posts: 15
Registered: ‎15-02-2011

Re: E mail from plusnet today

Ok,
Router plugged directly into Bt test socket

Router stats attached
Community Veteran
Posts: 26,746
Thanks: 959
Fixes: 10
Registered: ‎10-04-2007

Re: E mail from plusnet today

Shocked Those stats are terrible.
You need to raise a fault if you haven't already done so: http://faults.plus.net/
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)
Community Veteran
Posts: 38,460
Thanks: 1,031
Fixes: 62
Registered: ‎15-06-2007

Re: E mail from plusnet today

Those stats show you have been connected at the test socket for nearly 6 hours.
Given that the time then would have been about 5.00 a.m. was it moved last night and had a resync at that time or did you actually move it then.
We don't need speed test results as they are limited by the IP profile
bluehoadley
Dabbler
Posts: 15
Registered: ‎15-02-2011

Re: E mail from plusnet today

I turned the router off briefly at that time in an effort to see if a reconnection would improve the speed any, I was trying to get on to a forum I belong to and the page load time was ridiculous, I just lost patience with it.
Community Veteran
Posts: 26,746
Thanks: 959
Fixes: 10
Registered: ‎10-04-2007

Re: E mail from plusnet today

Have you tried a different router and/or filter?
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)
bluehoadley
Dabbler
Posts: 15
Registered: ‎15-02-2011

Re: E mail from plusnet today

I  tried a D-Link DSL-G624T about a week ago with no significant improvement, I have tried about six different filters none of which make a difference (one of the plusnet ones was duff from the start)  Angry
Community Veteran
Posts: 38,460
Thanks: 1,031
Fixes: 62
Registered: ‎15-06-2007

Re: E mail from plusnet today

As Jelv said - you need to raise a fault
bluehoadley
Dabbler
Posts: 15
Registered: ‎15-02-2011

Re: E mail from plusnet today

I have an ongoing ticket which I have updated so I suppose it's a case of wait for the response,
thanks for the help gentlemen
John
Community Veteran
Posts: 26,746
Thanks: 959
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Registered: ‎10-04-2007

Re: E mail from plusnet today

Quote from: FiftyFive
I  tried a D-Link DSL-G624T about a week ago with no significant improvement, I have tried about six different filters none of which make a difference (one of the plusnet ones was duff from the start)  Angry

If your check that changing anything had made an improvement was to run a speed test you wasted your time and proved absolutely nothing!
You need to compare the stats reported by the router to see if the sync speed has improved or the noise margin has changed.
Because of the way the BT DLM system works it may be several DAYS before an improved sync speed is reflected in better speed test results.
Edit: If you changed a number of things in a short period you may have actually made things worse!
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)