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Is that a joke??

spinnerwestside
Grafter
Posts: 39
Registered: 06-07-2013

Is that a joke??

so i was just on the phone with plusnet
since i had 2 engineers come to my house and try to fix a fault and still same thing slow speed
but anyway  was on the phone and the guy says i wont rise a speed fault unless your getting 75% less then your est
so mine was 69mb - 75%= 17.25mb so if i am getting anything over that speed my line is 100% fine if i get under 17mb they will rise a fault?Huh
if i wanted 17mb i would have stayed with adsl at 5 pounds a month(old orange customer) why would i pay 35 pounds a month
he also said i am not paying for speed  i am paying for unlimited usage that is the most bullshit i heard. Crazy
i am gonna see if my speed drops again to 30 mb or so but still paying for 78mb and getting 58mb is really bad.
i thought plusnet is really good since they sent out 2 guys to fix the speed issue and i told so many people that plusenet is really good and helpful just made me eat my words now. Angry
33 REPLIES
mikehiow
Grafter
Posts: 137
Registered: 17-03-2013

Re: Is that a joke??

You get good and bad ones.
I've found if you raise your issues via these forums you tend to get good ones - I've had BTOR Engineers booked for a drop from 80 to 60mbps.
Community Veteran
Posts: 5,472
Thanks: 292
Fixes: 4
Registered: 11-08-2007

Re: Is that a joke??

Quote
A lesser known fact is that of the 25% rule, which usually applies to services that initially sync up at 15Mbps Downstream or above. According to BTWholesale, “if the line rate drops by more than 25% over a 14 day continuous period then a fault can be reported“. In practice it helps to have a vigilant ISP on your side for this one as they’re best placed to provide BT with the necessary data.

Taken from - ISPreview - How to Identify Slow Speed as a Fault on FTTC Superfast Broadband Lines,  on the second page.

Good luck  Undecided
spinnerwestside
Grafter
Posts: 39
Registered: 06-07-2013

Re: Is that a joke??

i had the engineer come out and fix the slow speed twice both times a DLM reset and same thing after first day speed drops to 40-50 then 30 after few days
so if they can't see a issue i don't think i will find one
they did wire test everything came out A* my cab is on the main street road right next to my house
but when i called plusnet they said there is loads of errors on line from my cab to my house
i told the engineer that and he said it seems fine
spinnerwestside
Grafter
Posts: 39
Registered: 06-07-2013

Re: Is that a joke??

speed dropped by 10 MB again now at 47 tomorrow or day after that it will be at 30 then i will call them up again
Community Veteran
Posts: 5,472
Thanks: 292
Fixes: 4
Registered: 11-08-2007

Re: Is that a joke??

You should ask the staff to post a picture of your line connection graph, into this thread.
With that YOU might be able to see a pattern to any breaks in sync, and from that deduce what locally is causing the problem if it occurs at particular times of day, etc.
spinnerwestside
Grafter
Posts: 39
Registered: 06-07-2013

Re: Is that a joke??

thanks pureleigh
can any staff member post a  line connection graph please
Plusnet Help Team
Plusnet Help Team
Posts: 13,487
Thanks: 248
Fixes: 68
Registered: 27-04-2007

Re: Is that a joke??

Sure:
<img src="http://community.plus.net/visualradius/generated/image13769096364203.png"/>
Have you been able to connect directly to the modem as we suggested when you called yesterday evening?
Adam
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Community Veteran
Posts: 5,472
Thanks: 292
Fixes: 4
Registered: 11-08-2007

Re: Is that a joke??

Shocked  Yikes !  Cry
spinnerwestside
Grafter
Posts: 39
Registered: 06-07-2013

Re: Is that a joke??

i have changed the plusnet router for a different one. My speed dropped to 8mb/3mb last night.
I will be calling them later to ask if there was any drop out with the new router
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: 13-07-2012

Re: Is that a joke??

This is your recent connectivity;
<img src="http://community.plus.net/visualradius/generated/image13771740119072.png"/>
Were the drops initiated by you?
spinnerwestside
Grafter
Posts: 39
Registered: 06-07-2013

Re: Is that a joke??

so the new router is working much better and the one on 22/08/2013 was by me when i made the call to plusnet and i think 20 and 21 were aswell. Now  my internet is nearly unusable takes so long to load videos and webpages. Can i get a DLM reset on the line please?
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: 13-07-2012

Re: Is that a joke??

We can't remotely perform a DLM reset, this would need to be done via an engineer. We can do this via the fault you've raised, our faults team will be in-touch to inform you have the next steps.
Community Veteran
Posts: 38,460
Thanks: 1,030
Fixes: 62
Registered: 15-06-2007

Re: Is that a joke??

Sorry for jumping in - but why should a dodgy router have any effect on the sync speed which is controlled by the BT modem
If this is the case why would a line reset have any effect
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: 13-07-2012

Re: Is that a joke??

A fault is raised so I'm just stating that if a DLM reset is required then we this is the route we need to go down anyway. The DLM profile is currently set at 35Mb/s so once our faults team have identified and resolved any issues then a reset will be required.