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Less than 1 Mbps since yesterday

jonne80
Dabbler
Posts: 18
Registered: 17-12-2013

Less than 1 Mbps since yesterday

Hi,
I am experiencing speeds of less than 1 Mbps (around 0.8Mbps) since yesterday morning. I am already on a speed of 2 Mbps due my distance from exchange and this speed is frustrating. I have checked the phone line for noise, the dial tone is clear.
I am connected to the Harlsden telephone exchange and dont see any work going on there.
This speed is unacceptable., what to do, please advise.
12 REPLIES
Community Gaffer
Community Gaffer
Posts: 17,644
Thanks: 636
Fixes: 162
Registered: 05-04-2007

Re: Less than 1 Mbps since yesterday

The line looked quite stable up until yesterday evening when there was a burst of disconnections:

Loop loss: 66.5db (very very long line)
SNR margin: 5.3db (target of 6db)
Sync: UP 320 DOWN 970
Mean Time Between Errors Downstream (Seconds): 191
Estimate 1.5 to 3.5Mb/s
Testing the line isn't showing an obvious issue, however you are below the estimate and the fault threshold rate.
I'm just doing a full test which will cause you to disconnect for a few minutes.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
Community Gaffer
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Registered: 05-04-2007

Re: Less than 1 Mbps since yesterday

We're going to need to report this fault to our suppliers, unfortunately the system used to do this crashed partway through me doing this so I'll need to try again later.
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 Chris Parr
 Plusnet Staff
Community Gaffer
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Re: Less than 1 Mbps since yesterday

Can you reply to the fault ticket and let us know your availability for an engineer visit please?
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 Chris Parr
 Plusnet Staff
jonne80
Dabbler
Posts: 18
Registered: 17-12-2013

Re: Less than 1 Mbps since yesterday

Thanks Chris. I have replied to the ticket.
I would prefer AM and not PM and can it be not any earlier than 23rd. Any day of the week is fine as someone will be home.
There's also one other thing, the engineer who came to connect my phone line, disconnected my extension cable that connects to other phone ports in the house. I hope I can get them to look at that as well when they visit this time.
Community Gaffer
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Re: Less than 1 Mbps since yesterday

I've updated the appointment date, it's now booked in for this Thursday morning (18th) between 8am and 1pm. The 23rd was just booked in temporarily to allow me to raise a fault.
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 Chris Parr
 Plusnet Staff
Community Veteran
Posts: 38,460
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Registered: 15-06-2007

Re: Less than 1 Mbps since yesterday

That is exactly what you were asked not to do - unless I misread the post
Community Gaffer
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Re: Less than 1 Mbps since yesterday

Quote
I would prefer AM and not PM and can it be not any earlier than 23rd. Any day of the week is fine as someone will be home.

Ah, possibly I've misread that. I read it as 'try and book it earlier than the 23rd' however re-reading it sounds like it needs to be after the 23rd.
@jonne80 could you let me know if the new appointment is ok or whether this needs moving?
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 Chris Parr
 Plusnet Staff
jonne80
Dabbler
Posts: 18
Registered: 17-12-2013

Re: Less than 1 Mbps since yesterday

Sorry my bad, it should have read, "can it 'not' be..." 18th is perfect.  Smiley
jonne80
Dabbler
Posts: 18
Registered: 17-12-2013

Re: Less than 1 Mbps since yesterday

A BT engineer came to check and fixed an issue with the line, but the speed has not changed, we are still only getting around 0.7-08 Mbps.
Moreover, I am seeing wrong information on https://portal.plus.net/my.html?action=stable_rate
The number is wrong and the exchange also is wrong and the current speed is only 0.7.
I don't understand what was the purpose of the engineer visit then if he cannot fix the issue I reported.
Can you explain what is going on please?
Thank you
jonne80
Dabbler
Posts: 18
Registered: 17-12-2013

Re: Less than 1 Mbps since yesterday

No reply?? At least you can reply to my message... or do I have to start a new thread to get your attention?
Plusnet Staff
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Registered: 22-08-2015

Re: Less than 1 Mbps since yesterday

Hello there.
Sorry that the engineer didn't fix your speed issue today. If the ticket doesn't get picked up this evening, I'll take a look at the fault ticket tomorrow morning and will provide an update.
From when I joined the Plusnet Help Team in May 2017 my main Community account is @Gandalf.
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 Anoush Mortazavi
 Plusnet Staff
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Re: Less than 1 Mbps since yesterday

Hello. I can see that the connection is syncronising at 2.76 Mb but due to the large amount of errored seconds, this would most likely be causing your throughput issue. I have altered the Signal to to Noise ratio to improve your throughput. The line is now in sync at 1.99 Mb within your estimate and you should now be receiving a better speed on your end. If you are still experiencing issues over a wired connection, please get back to us and I will escalate this back to our faults team for further investigation.
From when I joined the Plusnet Help Team in May 2017 my main Community account is @Gandalf.
If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Staff