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Help needed for novice

ardingly46
Dabbler
Posts: 18
Registered: ‎26-07-2012

Help needed for novice

My problem is a very very low download speed  and I do not understand all the advice given so I hope the following will help point the right way
I did the BT test and get  .25M download,  .32M  upload and ping 50.88
My router is a Netgear DG834GT which gives
ADSL Link           Downstream       Upstream
Connection Speed 287 kbps       446 kbps
Line Attenuation       28.6 db                   22.9 db
Noise Margin       44.5 db                     21.9 db
Any not-too-technical advice would be appreciated
Thank you
32 REPLIES
Community Veteran
Posts: 38,460
Thanks: 1,031
Fixes: 62
Registered: ‎15-06-2007

Re: Help needed for novice

Obviously something is badly wrong.
Can I start with some basic questions
Is the router connected to the master socket
Are there any other telephone sockets in the house/flat
Are you sure that all other items connected to the telephone system are filtered including a Sky box (note that the splitter sky provide is not a filter)
Do you have a master socket with the removable faceplate - this video explains
ardingly46
Dabbler
Posts: 18
Registered: ‎26-07-2012

Re: Help needed for novice

Yes, it is connected to the master socket and I have used the test position in it - sorry I should have mentioned this.
I suspect my router is the problem but have no way of checking
Community Veteran
Posts: 38,460
Thanks: 1,031
Fixes: 62
Registered: ‎15-06-2007

Re: Help needed for novice

Can you connect to the test socket via a filter with a phone in the filter - report the stats and leave it there for several days if needed
When connected to the test socket can you go round any other sockets with a phone and see if there is a dial tone
Community Veteran
Posts: 4,887
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Registered: ‎14-07-2009

Re: Help needed for novice

Quote from: Oldjim
Obviously something is badly wrong....

Which is actually good news because it looks very much as if when your problem is sorted, you will see hugely increased download speeds.
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: ‎13-07-2012

Re: Help needed for novice

Hi ardingly46,
Do you turn your router off when it's not in use? Looking at your connection logs it would seem that way.
<img src="http://ccgi.psmith12.plus.com/visradius/generated/image13433786811149.png" />
This will cause you speed issues, the exchange that gives your router its signal for you to go online, cannot tell the difference between you turning your router off and a disconnection on your line. When the exchange see's this it reduce's your speed to try and give you a stable connection with no drops.
If you are turning your router off then leave it on and your speed will increase, if your not then we need to look further into this.
Let me know how you go.
Community Veteran
Posts: 38,460
Thanks: 1,031
Fixes: 62
Registered: ‎15-06-2007

Re: Help needed for novice

Looking at the speeds you give in your first post it is likely that your line has been banded http://www.plus.net/support/broadband/speed_guide/broadband_terminology.shtml#bandedProfiles in the 160kbps - 288kbps
band. What we need to find out is why.
Note to staff - the prefix for kilo or 1,000 is lower case k - how about getting the linked site corrected  Grin
ardingly46
Dabbler
Posts: 18
Registered: ‎26-07-2012

Re: Help needed for novice

Chris,  I understand what you say but whether or not I switch off the router seems immaterial as this is a fairly new problem
and I have been used to something like 2.8M which I accept
Stan
Community Veteran
Posts: 38,460
Thanks: 1,031
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Registered: ‎15-06-2007

Re: Help needed for novice

With that attenuation you should be seeing sync speeds well in excess of 12,000kbps and possibly as high as 16,000kbps
ardingly46
Dabbler
Posts: 18
Registered: ‎26-07-2012

Re: Help needed for novice

Trouble is I don't and never have had that  high speed.
Connecting to the test socket gives no better readings
Also I should have replied before that the master socket is the only one in the house with anything ( a triple handset phone) connected to it
Community Veteran
Posts: 38,460
Thanks: 1,031
Fixes: 62
Registered: ‎15-06-2007

Re: Help needed for novice

I assume that you have raised a fault report and have completed all the checks
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: ‎13-07-2012

Re: Help needed for novice

Your IP profile has suddenly dropped lower than it has previously been before. So having a stable line and constant connection will help rule the cause being the router turned off.
I'd suggest completing the initial diagnostic questions from the fault you have raised and also leave your router switched on so we can identify why it has happened and resolve this for you.
Quote from: Oldjim
Looking at the speeds you give in your first post it is likely that your line has been banded http://www.plus.net/support/broadband/speed_guide/broadband_terminology.shtml#bandedProfiles in the 160kbps - 288kbps
band. What we need to find out is why.
Note to staff - the prefix for kilo or 1,000 is lower case k - how about getting the linked site corrected  Grin

I have got this raised and we will get this amended Smiley good spot!.
ardingly46
Dabbler
Posts: 18
Registered: ‎26-07-2012

Re: Help needed for novice

OK  - will leave the router on.
Re the diagnostic checks I'm afraid I got confused somewhere and abandoned them - was hoping that this forum would point me in the right direction.
I still suspect it is my equipment at fault but  can't see what to do apart from replacing the router.
As an aside, due to the layout, I don't really need wireless so would you recommend a modem
Community Veteran
Posts: 38,460
Thanks: 1,031
Fixes: 62
Registered: ‎15-06-2007

Re: Help needed for novice

You need to complete the tests and, if necessary, Plusnet will loan you a router should that be seen as a possible cause
Community Veteran
Posts: 26,720
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Registered: ‎10-04-2007

Re: Help needed for novice

1. Put your router in to the test socket and leave it on permanently.
2. As your line is banded it is only going to connect at a very slow speed. It should therefore be very, very stable. If you are still getting disconnections it indicates a problem with the line: raise a fault and PN will take it from there.
3. If there are no disconnections and Plusnet can see a continuous connection of 24-48 hours they will have the banding removed which will give you an immediate increase in sync speed.
Please note that after your sync speed increases other systems have to catch up with the increased speed. So after your sync speed increases if you don't see an immediate increase in the results of speed tests it doesn't mean it hasn't worked - it might take a day or two for you to see the increased speed.
jelv (a.k.a Spoon Whittler)
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