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Line training?! 10 days of hell!

Noodle78
Newbie
Posts: 4
Thanks: 1
Registered: 21-01-2017

Line training?! 10 days of hell!

In a January 'new year new start' mood I decided to cancel my SKY TV and also move my line and broadband to someone cheaper. I am on day 3. Apparently we are in a 10 day line training period (Ive never had this before) and its driving the whole family nuts. 0.68 - 0.93 download speeds so far and 0.14 - 0.25 uploads. We cant properly use the remainder of our sky package which cancels next week because we cant download anything and I am already regretting the switch. Why cant line training be done at a higher level? I dont understand these things and maybe its not possible but going from 7mbps to 0.68 is a shock and not something I can live with. 

9 REPLIES
Community Veteran
Posts: 1,145
Thanks: 139
Fixes: 26
Registered: 13-08-2015

Re: Line training?! 10 days of hell!

How are you testing the speeds, wired or WiFi?

Which router do you have?

Noodle78
Newbie
Posts: 4
Thanks: 1
Registered: 21-01-2017

Re: Line training?! 10 days of hell!

Through the Plusnet page speed tester. I was doing it wirelessly as I don't have Ethernet on my MacBook. The router is sagecom - if it works as well as it looks then it's probably not good - very cheap and nasty looking thing. I never had an issue with Sky. Regretting the move at the moment.
Community Veteran
Posts: 1,145
Thanks: 139
Fixes: 26
Registered: 13-08-2015

Re: Line training?! 10 days of hell!

It would be worth logging on to the router and seeing what speeds you are sync'd at, more info here.

I presume its the 2704n, which is not the best router you could use.

Noodle78
Newbie
Posts: 4
Thanks: 1
Registered: 21-01-2017

Re: Line training?! 10 days of hell!

Thank you. I logged in and it was on the middle option. I upped it but it's made no noticeable difference. Can't download any tv etc still as it's just too slow. My kids and husband are giving me grief for going with Plusnet and my brother who works for BT (plus nets parent company) even said his is dreadful through them (wish he had told me before!) I'm extremely unhappy that the 14 day cooling off was from the date of order and my install wasn't until 15 days. If I don't see some improvement I will have to start fighting for a get out...it surely can't be anything to do with my line as I was achieving a lot higher with sky.
Gel
Pro
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Registered: 02-08-2007
MrSilver
Pro
Posts: 550
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Registered: 05-10-2016

Re: Line training?! 10 days of hell!

On any new line there is 10days where Openreach find the optimal speed of the line, this is a small variation to the first speed. So if it started at 7 <1 is a fault

If it stays like that and plusnet can fix you can likely still get out free as it's below the minimum thresholds

As above though try the btw speed test and let us know the sync speed the router is getting.

Assume you are running the tests from the same room if using wifi ?
Plusnet Staff
Plusnet Staff
Posts: 2,123
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Registered: 22-08-2015

Re: Line training?! 10 days of hell!

Hello @Noodle78 I'm really sorry to hear you're having speed issues.

 

Testing your broadband I can see that your service was incorrectly provisioned on the wholesale product of Home/Office 1000 which essentially caps the speed at 1 Mbps.

 

I've now placed a modify order with BT wholesale to provide an uncapped speed down your line. Once it completes by tomorrow at the latest, you should be getting speeds of between 7 Mbps and 8 Mbps.

 

Please accept my sincere apologies for any frustration this caused you.

I've joined the Plusnet Help Team as of May 2017. As such, I have a new forum account. Please direct any queries to @Gandalf. Thanks

 Anoush Mortazavi
 Plusnet Support
Noodle78
Newbie
Posts: 4
Thanks: 1
Registered: 21-01-2017

Re: Line training?! 10 days of hell!

Thank you everyone for your help! Anoush, thank god someone knows what they're doing! I asked if I had been capped on day 2. Now I am getting nearer 6mb and it obviously is a massive improvement. Well it is more than x6 what I got yesterday! I actually downloaded a tv program! My kids will be v happy.
Plusnet Staff
Plusnet Staff
Posts: 2,123
Thanks: 361
Fixes: 114
Registered: 22-08-2015

Re: Line training?! 10 days of hell!

No problems @Noodle78 I'm happy to hear you're back up to speed.

 

Once again, apologies for this. I've fed this back to the adviser that initially placed your order.

 

Anything else we can help with, please feel free to let us know.

I've joined the Plusnet Help Team as of May 2017. As such, I have a new forum account. Please direct any queries to @Gandalf. Thanks

 Anoush Mortazavi
 Plusnet Support