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Just joined Plusnet, CATASTROPHICALLY slow and unreliable

johnwilliamchew
Dabbler
Posts: 18
Registered: ‎23-06-2019

Just joined Plusnet, CATASTROPHICALLY slow and unreliable

Just joined.
Download speed of the order 0.5Mb per sec, upload speed about 0.7Mb per sec.
Cannot download software on my laptop (trying to download Open Office - download estimayed well over an hour, but keeps interrupting every few minutes, then completely 'locked out' at 41% downloaded).
Tried contacting help line, listened to music for 15 minutes because they were busy, talked to them - no improvement achieved.

SO close to saying 'I'm in trial period, sod it, goodbye'... here for 'last chance'.
35 REPLIES 35
jab1
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Re: Just joined Plusnet, CATASTROPHICALLY slow and unreliable

Welcome to the forums, @johnwilliamchew . If other users/Plusnet staff are going to be able to help, we need something to go on. Have a look at https://community.plus.net/t5/ADSL-Broadband/ADSL-Speed-faults/m-p/1270245#M297501 and supply as much of the information requested there as you are able, please.

Maybe PN staff will pick this up, but probably not before tomorrow, and be able to determine the cause from their tests, but if you want help from other users, that thread points you in the right direction.

John
johnwilliamchew
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Posts: 18
Registered: ‎23-06-2019

Re: Just joined Plusnet, CATASTROPHICALLY slow and unreliable

BT Wholesale Broadband Performance Test (done 20:37 on 23-06-2019)
DOWNLOAD SPEED 0.56 Mbps
UPLOAD SPEED 0.44 Mbps
Ping Latency 1345 ms
johnwilliamchew
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Registered: ‎23-06-2019

Re: Just joined Plusnet, CATASTROPHICALLY slow and unreliable

Above tests done via wired connection not WiFi
jab1
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Re: Just joined Plusnet, CATASTROPHICALLY slow and unreliable

Thanks for that - not pretty - but the other details requested in that topic would be useful too. What you have supplied gives no indication of where the problem may lie.

John
johnwilliamchew
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Posts: 18
Registered: ‎23-06-2019

Re: Just joined Plusnet, CATASTROPHICALLY slow and unreliable

Same test as above, on TEST SOCKET (carried out same day, at 20:36)
DOWNLOAD 0.48 Mbps
UPLOAD 0.37 Mbps
PING LATENCY 1838 ms
jab1
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Re: Just joined Plusnet, CATASTROPHICALLY slow and unreliable

Definite problem somewhere, but still doesn't give us much to go on. As requested, please follow the linked thread as closely as possible, and just as a check, results from https://www.thinkbroadband.com/speedtest would be a useful comparison.

John
johnwilliamchew
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Posts: 18
Registered: ‎23-06-2019

Re: Just joined Plusnet, CATASTROPHICALLY slow and unreliable

Would like to get router stats for you, assuming they would be valuable, but cannot see how from the link.
johnwilliamchew
Dabbler
Posts: 18
Registered: ‎23-06-2019

Re: Just joined Plusnet, CATASTROPHICALLY slow and unreliable

Did the ThinkBroadband test (suggested jab1)

DOWNLOAD tbbx 0.3 Mbps bursting to 0.4

UPLOAD 0.5 Mbps bursting to 0.6

Do about the same.
jab1
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Re: Just joined Plusnet, CATASTROPHICALLY slow and unreliable

https://www.plus.net/help/broadband/#router-help. The fourth > will guide you further.

The TBB test confirms it's not just the notoriously unreliable BT tester.Smiley

John
johnwilliamchew
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Posts: 18
Registered: ‎23-06-2019

Re: Just joined Plusnet, CATASTROPHICALLY slow and unreliable

Just tried dslchecker.bt.com - don't know what the figures mean, but will try to write them out here!

VDSL A (down line 64.1-43, up line 15.6-10)

VDSL B (down line 61.6-39.8, up line 15.4-8.8)

FTTP on demand (down 330, up 30)

WBC ADSL 2+ (line rate 2.5, range 1-4)

ADSL MAX (line rate 2, range 1-3)

Moderator's note by Mike (Mav): Post released from Spam Filter.

johnwilliamchew
Dabbler
Posts: 18
Registered: ‎23-06-2019

Re: Just joined Plusnet, CATASTROPHICALLY slow and unreliable

Checked forth > setting up and using your plusnet router...

Router is set up and connected to master socket as described. Nothing else connected to master socket - I do not use a telephone land-line at all.

Have a very cheap telephone, tried plugging it in and got no doal tone... when broadband first declared ready, could not get it working and contacted you. Said this.

BT was called out - replaced the master socket, and engineer declated no problem and that there was dialing tone, but still I could get no dialing tone.

However I only have the one phone to check, so I don't know if the problem is with the line or that phone - however BT engineer tested socket himself.
johnwilliamchew
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Posts: 18
Registered: ‎23-06-2019

Re: Just joined Plusnet, CATASTROPHICALLY slow and unreliable

What other things can I do to help find the problem?

(admitting in advance that I know absolutely NOTHING about the subject!)
jab1
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Re: Just joined Plusnet, CATASTROPHICALLY slow and unreliable

@johnwilliamchew Looking at the DSL checker results, you must be on a very long line from your exchange - or there is a problem with it somewhere.

To get your router stats, follow the instructions you will find if you expand the second link on the page.

John
jab1
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Re: Just joined Plusnet, CATASTROPHICALLY slow and unreliable

I know it's a bit too late now, but did you not confirm for yourself that there was a dial tone before the engineer left?

John