High Latency/Ping shown by http://speedtest.btwholesale.com/

[#1]

Hi hopefully someone who works for Plusnet can help please, I see similar posts and the line has been checked and updated? resolving the problem.

I got my new ADSL package earlier this week.

I prevous used plusnet some years back and it worked fine so sure that the my area and coverage is fine re exchange distance etc.

When I try and use http://speedtest.btwholesale.com/ I get variable results sometimes down at 1 Mbs sometimes to 7 Mbs but I think that may settle with time.

The problem I'm having is not speed currently its ping response time I've tried it on Wired and on wifi and it's very slow from the http://speedtest.btwholesale.com/ report it's showing

last few tests I did were 1572ms 709ms 1270ms 1234ms 196ms 2032ms 6397ms

The best way I can explain this is with my previous ADSL supplier and previously when I had Plusnet when I put something in the URL address location it came back almost immediately but now with this new contract it seems to take an age to come back with any site contents.

Can anyone help and take a look please

Thanks in advance

[#2]

Hi @plusandyservice, thanks for your post and welcome to our Community.

We're sorry to hear of your latency (and speed) issues.

We've had a check of the connection and there definitely seems to be something out of place somewhere as I'm able to see multiple errored seconds on the line and banding (8mbps which we can't remove), although our tests aren't picking up exactly what's causing the issue so we will have to do some troubleshooting to start ruling things out.

I'd recommend starting with basic checks here.

And if that doesn't help the next thing would be to rule your internal wiring out by plugging the connection into your test socket which is under the faceplate of your master socket and seeing if the drops stop. This rules out internal wiring, face plates and extension sockets as being the cause. How to locate the test socket and set your connection into it can be found here.


If the problem still persists from here we'll have ruled out any potential internal issue and be able to progress to Openreach for their investigation.

[#3]

Hi Owen thanks for your quick response,

Just for some more information, I don't have any extension plugged in the router is plugged right into my main BT socket on the wall. So the wiring is the same as I had for my S*y service that was terminated when Plusnet took over on Monday. I tried two different laptops last night using both wifi and wired and also changed the channel on the wifi but no difference. I will still try all the options you suggest when I get home.

When I try and watch something on iplayer etc but it's just buffering constantly and sometimes to get a website page up it's taking 20 seconds so I'm pleased you have spotted something at your end also. Sometimes it just times out, I got timeouts when trying to run the BT wholesale test itself at times.

What might be of use for you is that when I used plusnet maybe 3 or 4 years back in the same house with the same wiring we had a problem getting any internet service to start with (complete failure of service). BT via yourself sent out an engineer he traced the connection from the cabinet in the road (maybe 100 metres away) and could not see any problems so he started scratching his head. Then he went to the exchange and found on the bar / terminals where my line was connected and found the connection on the reverse of the rack was not made correctly and was almost impossible to see by the naked eye. He forced the connection down again and as if my magic it all sprang into life. I suspect a similar thing is happening with not total loss of service but a partial failure this time due to a bad connection between the contact in the exchage and the copper wire for my line. He made a point of saying at the time that it was on the reverse of the cabinet and as such was really hard to spot...as visually it looked like the connection was made but it wasn't secure. funny how certain things stick in your mind from years back.. Maybe the notes still exist for this case on my previous account with plusnet it would be the same phone number just 3-4 years back when I was wirth plusnet for 2 years or so. I remembere him plugging in a test handset in my master socket and tracking that back to the exchange.

If in the move from S*y to Plusnet that same connection has been touched with in the exchange it might have caused a similar problem.

I'll make the checks you suggest when I get home and update you, hopefully the above gives some clues also as to what it might be also.

Thanks very much

[#4]

Hi Owen,, please help again

The internet is unusable as it stands,, it takes 20-30 seconds just to be able to reply to this plus net message for the screen to appear so something is going very wrong

I tried everything you suggested

I am plugged right into the back of the master socket with the front cover removed now.

I am hard wired into the router port 4 and the following are my results, the phone line also has noise in the background if you listern cafefully, some chirps and some static. I suspect it's connected to what I mentioned earlier regarding the exchange connection.

Thanks

Download Speed (Mbps): 0.32

Upload Speed (Mbps) : 0.28

Ping Latency (ms): 3490

Th

sdsd

Do

[#5]

Thanks for getting back to us.

I'm sorry to see you're still experiencing problems. I think it'd be a good idea to arrange an engineer to investigate this further. If you can reply to this ticket: https://www.plus.net/wizard/?p=view_question&id=188631962 I've created with the requested information, letting us know over here once you've done so we'll be happy to pick this up as soon as we can and book the appointment in.

[#6]

hi have updated the ticket with slots mon / tues / wed etc, many thanks

[#7]

Cheers, I've made the booking for Monday 26/03/19 between 1pm and 6pm adding notes for the engineer.

Let us know how it goes.

[#8]

Hi Plusnet

Please see the screen shots / notes I added to the support ticket from Gandalf, some thing has changed since Friday night so you might not want the engineer to come out this afternoon unless the eroded seconds etc is still there. I added all the info to the ticket online you sent me in my account, Thanks very much

[#9]

Thanks for getting back to us,

I'm glad to see your line has improved dramatically. Fortunately I booked the engineer visit for tomorrow afternoon on our supplier systems (I'm really sorry about that), so we're able to cancel the appointment which I've done now.

I've tested your line today and things look better now as your router is in sync at a downstream line speed of 8mbps and an upstream speed of 0.9mbps and there are minimal errors showing. 

I've also updated your support ticket with extra information.

Let us know if you need any further assistance.