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Internet ADSL speeds extremely slow lately

acha114
Hooked
Posts: 6
Registered: ‎16-03-2020

Internet ADSL speeds extremely slow lately

My download speeds on my ADSL broadband have been extremely slow lately. Normally, this ranges between 8-10 Mbps, but lately the speeds have not been over 1 Mbps, which is affecting my ability to work from home for video calls, stream content, etc.

I have ran speed tests using

- laptop connected via Wifi connection

- laptop connected via ethernet cable

- iPhone connected via Wifi connection

and all appear to give substandard download performance.

 

The problem seems to have been occurring more recently, with no explanation or pattern around times of the day when this is happening.

Is someone able to investigate this for me please? I don't really want to upgrade to Fibre if I can help it.

11 REPLIES 11
jab1
Legend
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Registered: ‎24-02-2012

Re: Internet ADSL speeds extremely slow lately

Plusnet staff support, like the phone service, is still severely restricted. If you would like help from the community, a good starting point is to have a look at This post and supply as much detail from it as possible.

It would also be a good idea to carry out a 'Quiet Line Test' - dial 17070 from a (preferably corded) phone and select option 2 - there should be no discernable noise. If there is, report a phone fault first, as without a clear phone connection, your broadband will not perform correctly.

If you reply to this topic with as much detail as possible, there are plenty of experienced members who can advise on possible remedies.

John
SalfordSlim
Hooked
Posts: 7
Registered: ‎31-03-2020

Re: Internet ADSL speeds extremely slow lately

I've had the same for months and my speeds have never been above 2.5mbp since February when I took the Plusnet contract out. For the past 3 months it's barely got above 1mbp and isn't fit for any sort of purpose.
In my T&C's they've quoted an average speed of 10mbp but a guaranteed 0.4mbp which pretty much shows they know about the problems and they're stealing money from customers.

I lodged a complaint in July and it's taken them 2 engineer visits to admit there is nothing they can do to improve speeds. (The comms exchange that is linked to my apartment is 2 miles away and it's old copper cabling). Apparently it was passed to the terminations team over a week and a half ago to cancel contract under the "not able to meet minimum requirements for 30 days" ruling. I've cancelled my direct debit which was due out on 4/9 and I'm now getting emails to say that they've tried to take payment!!! There's also another note on the query I raised to say they are sending an engineer out to investigate!!! Seriously appalled at the service Plusnet have provided and doubt I'd go anywhere near them again after this fiasco.😡
jab1
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Registered: ‎24-02-2012

Re: Internet ADSL speeds extremely slow lately

@SalfordSlim Please do not hijack posts - if you have an issue, start your own topic in the relevant board.

John
SalfordSlim
Hooked
Posts: 7
Registered: ‎31-03-2020

Re: Internet ADSL speeds extremely slow lately

I was merely backing up what the OP said. I assume you work for Plusnet and don't appreciate the criticism? Tough ... Plusnet are dreadful and the sooner they sort themselves out the better. And don't worry I won't be posting again... assuming they pull their finger out and cancel my contract as promised (but as usual have failed to deliver).👍
jab1
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Registered: ‎24-02-2012

Re: Internet ADSL speeds extremely slow lately

I don't work for PN, I'm a customer just like you, but as this is a Community Help Forum, some of us try to help other customers if we can.

I merely pointed out that it is best not to post in others topics unless you can offer constructive advise.

John
acha114
Hooked
Posts: 6
Registered: ‎16-03-2020

Re: Internet ADSL speeds extremely slow lately

So I did the quiet line test using my landline phone, and there was no discernable noise other than a very very faint buzzing sound (sorry, cannot really describe it better and it was very faint) and a small number of very soft beeps, which I think is okay.

I'll gather the information around router and speed tests when I have more time today.

Normally the performance has been okay, but the performance of late has been very frustrating, which I would have attributed to increased traffic demand from other home users in the area

 

 

agedgopher
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Registered: ‎02-12-2016

Re: Internet ADSL speeds extremely slow lately

@SalfordSlim 

I would be very careful in making assumptions!

 @jab1 is not a Plusnet employ and neither am I. We are customers, like you, who are able and willing to try to help other customers who are experiencing problems to try to resolve them at a time when Plusnet staff are under severe pressure due to current working restrictions.

Whilst you are entitled to your own opinions and are free to air them, it serves no purpose to make unsubstantiated allegations.

 

Evan

Sorry, I am slow typing and was beaten to the reply.

jab1
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Registered: ‎24-02-2012

Re: Internet ADSL speeds extremely slow lately

Thanks for the reply @acha114 . To be honest, for optimum ADSL performance the QLT should be silent, except for the 'quiet line test' voice message, so we may need to revisit that once we have the stats.

If you need any help, don't hesitate to ask.

John
acha114
Hooked
Posts: 6
Registered: ‎16-03-2020

Re: Internet ADSL speeds extremely slow lately

Right now, I'm getting acceptable speeds in different parts of the home (lounge, bedroom, kitchen where the router is), so maybe the issue might've been with the point in time that the slowness had occurred.

Testing the speeds using www.speedtest.net using Wifi and Ethernet gave me download speeds of over 10 Mbps. 

Interestingly, when I started a VPN connection with the organisation I work for using Wifi, the speed tests revealed a significant reduction, ~3-4 Mbps. Using Ethernet and connected to the VPN didn't reveal any major difference in download speed than when I was not connected to the VPN. 

So, there appears to be no issue between the exchange and the router.

My iPhone and my laptop (when not connected to the work wifi) often report very different download speeds, even when both in close proximity to the router. It's probably a red herring, but not sure if it's down to the device having issues.

Are there any other tests I could run? I could continue to monitor but getting pressure from the other half to address the problem (or consider upgrading to fibre services) as it is affecting her work too (and she likes streaming fitness classes on Peleton).

jab1
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Registered: ‎24-02-2012

Re: Internet ADSL speeds extremely slow lately

@acha114 It does sound a little as though it is device specific - from what you have said, but sight of your DSL stats, and your routers event log if you can find and post those, would be helpful.

The VPN  issue is not one I can really advise on as I have no experience of using one, but I suspect the combination of Wi-Fi and the VPN may result in the observed reduction.

Unfortunately, there are no other tests that you can run, really.

Which router are you using?

John
adamwalker
Plusnet Help Team
Plusnet Help Team
Posts: 16,898
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Registered: ‎27-04-2007

Re: Internet ADSL speeds extremely slow lately

Together with our network partners at Openreach we will try to provide you with the best speeds possible. If you feel this is not the case, please raise your speed fault online at faults.plus.net  

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team