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Horrible Broadband speeds - New customer

butter103
Newbie
Posts: 8
Registered: ‎16-07-2014

Horrible Broadband speeds - New customer

Hi everyone,
I just joined Plusnet and have been getting sustained speeds that match dial-up for the last two days.
Yes, I know it says that speeds should level out after 10 days but I don't seen anything close to what I expected (16 Mb/s).
The speeds are not erratic. I don't see random shifts in it. All it does is stay extremely low.
Before this I had Sky broadband and speed averaged around 16Mb for download and they stayed consistently at that speed.
My current speeds are: (I upload faster than I download)
0.43 Mb/s Download
0.85 Mb/s Upload
I can't even use youtube properly and videos in 144p literally lag and pictures take ages to load.
On the 15th it did jump to 15.9 Mb/s in the evening but since then it's totally sat around these dial-up speeds.
I can't get the router stats because the page times out and never loads no matter what I do.
According to Plusnet, my Current line speed is 16.3Mb and the Estimated line speed is 15Mb.
Router is Technicolor 582n.
IP profile of the BT speed test is 16.36Mbps.

I have sent in a ticket (#8866361Cool but it's now been 24 hours and I haven't got any response.
I know it might sounds like I am simply impatient but these speeds are unbearable for even the most basic of tasks.
Cry
8 REPLIES
Community Veteran
Posts: 4,915
Thanks: 139
Fixes: 25
Registered: ‎14-07-2009

Re: Horrible Broadband speeds - New customer

Clearly something is badly wrong when you actually come to use your internet connection but the IP Profile implies that nothing seems amiss when the router establishes a connection with the equipment in the telephone exchange.  I have seen this sort of problem when there is a wireless connection between the computer and the router and the wireless is faulty.  In fact I saw this last week and it was the wireless adaptor; the laptop I brought with me had no problems and achieved 20 times the measured download speed that the computer with the faulty adaptor could achieve.
So, are you making a wireless connection to the router? 
butter103
Newbie
Posts: 8
Registered: ‎16-07-2014

Re: Horrible Broadband speeds - New customer

Yep, I am indeed using a wireless connection.
I just tried a wired connection to my laptop (with wifi on my laptop turned off for good measure) and the speeds didn't improve at all.  Undecided
Download: 0.37 Mb/s Upload: 0.89Mb/s
I've also tried using the wireless with my phone and speeds are just as bad so I don't think there's anything wrong with my devices.
Maybe there's an issue with the router itself?
But what bothers me is that the Upload speed has kept the same throughout. When the Download speed did pick up, the Upload speed was still around 0.9Mb/s like it is now.
Why is it that only the download speed it behaving so badly?
dick:quote
redbull2k14
Grafter
Posts: 160
Thanks: 1
Registered: ‎29-01-2014

Re: Horrible Broadband speeds - New customer

is the speed result the same when using i.e, i have problems with firefox showing less than half my throughput.
Community Veteran
Posts: 4,915
Thanks: 139
Fixes: 25
Registered: ‎14-07-2009

Re: Horrible Broadband speeds - New customer

If you were with Sky before, they probably used their own equipment in your telephone exchange so when you joined Plusnet you got a new router (presumably) and were connected to new equipment in the telephone exchange (presumably).  Either bit of equipment could potentially be faulty.  You have tried a wired connection and that did not work.  All your devices are affected (so not Firefox misbehaving).  The only other thing you should try is connecting your router to the Test Socket (as per the video here
).  Nothing you have said suggests any reason why this should work in your case but you'll be asked to do this sooner or later so you might as well do it now.
The fact that you can send fast but only receive slowly is probably a clue to the nature of the fault but I'm not sure if it is enough of a clue to help.  Do you have another router you can try?   
Superuser
Superuser
Posts: 6,970
Thanks: 1,001
Fixes: 61
Registered: ‎30-07-2007

Re: Horrible Broadband speeds - New customer

Quote
I can't get the router stats because the page times out and never loads no matter what I do.
That doesn't involve any internet traffic, which tends to indicate a router problem.
Does getting the stats with a wired connection still fail ?
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: ‎26-11-2011

Re: Horrible Broadband speeds - New customer

Hi butter103,
I'm sorry to hear that you're having issues with the speed of your connection. I've just taken a look at your line and I can see a number of disconnections, I'm unsure if any of them are you restarting the router?
<img src="http://community.plus.net/visualradius/generated/image14056722525682.png"/>
Your line is connecting at around 16Mb and your Speed Profile is set correctly. If you're still having problems after the above help from MisterW, redbull2k14 and ReedRichards please let us know.
Chris Pettitt
Cloud Environments Engineer
butter103
Newbie
Posts: 8
Registered: ‎16-07-2014

Re: Horrible Broadband speeds - New customer

I tried the Test socket thing but there isn't one under the shielding.
The router is connected to the only socket in the house.
To answer Chris, those are probably my disconnections and my attempts to reconfigure the router.
As asked by the ticket, I left the internet on from 8pm on the 16th until I tried the test socket thing today.
Weirdly once I put the socket back together this morning, the internet totally shut down for roughly an hour or two.
But now everything is running at the speeds I expected.  Grin

I was able to get the router stats now too:

Did someone work on my line or something? Because I really didn't do much apart from take apart the socket and put it back together.
I'll update you if anything happens.
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: ‎26-11-2011

Re: Horrible Broadband speeds - New customer

There were no changes made from our side, everything looked to be fine.
Chris Pettitt
Cloud Environments Engineer