Low Speed

[#1]

After my 2 week initial period my speed had settled at 3MB with a SNR of 2 on the download. A week or 2 later we had some work carried out on the house that required the power to be tripped. 

After that the SNR dropped to 4 and my speed dropped, I spoke with an agent last night who reset my SNR and it's now 9 and my download is down to 1.8mb which is under the guaranteed minimum. They have opened a question stating 

"Having tested your line today it appears the throughput and speed issues of the connection may be due to a setting being incorrect. The signal to noise ratio (SNR) is too low for the length of your line. The SNR helps the line to remain stable and unaffected by noise or interference on the line. The higher the setting for SNR, the higher the level of noise can be tolerated. The SNR for your line was set too low for the amount of interference we'd expect to see, so by increasing this we expect the connection to now stabilize and for the information to be received without interference."

I have been following my router stats daily during the initial period and was happy with my connection when the SNR was 2 on the download which is what I asked, could it be put back to what it was as the line drop was due to a power cut and not the internet dropping, it is now running that slow that it makes streaming NowTV almost impossible.

Could someone from Plusnet please look at this for me.

[#2]

Hi there.

I'm not confident that reducing your SNR will actually fix this as it's currently set at the highest it can go and there are a very high amount(291) of errored seconds on your connection. Lowering the SNR value will likely just make things worse.

I think there's definitely an underlying issue which we need to look into. 

Could you try the steps Here letting us know how it goes?

[#3]

I am getting the same stats from the master socket and the socket the router is plugged into.

After the initial 15 days my SNR on the download was 1.9 and I was getting just over 3000 Kbps, we had a power cut about 10 days ago and the SNR and speed dropped to 2.5 and 2600Kbps, since yesterday the SNR has been over 9 and download down to 2000 Kbps.

When the SNR was 1.9 the internet was fine and I never noticed any drops.

[#4]

As our tests aren't showing the errored seconds now I've tried to change the SNR target back down but we're getting "Test Rejected".

I've therefore done an SNR reset of your line, you should start to notice an improvement in 4 hours time and you may need to reboot your router about then too.

Let us know how it goes.

[#5]

My SNR is back down to 6 and my Download speed to 2800kbps so thats much better.

One thing I failed to mention was when spped was 1800 the DSL Modulation type was ADSL_G.dmt.bis rather than ADSL2_plus

[#6]

My SNR has been stable at 6.2 and my download at 2300Kbps, initially my line settled at 3000Kbps and having come from Plusnet Fibre at 36Mbps every extra bit of speed counts, can anything be done to try and get me back to what I  initially had.

Regards

[#7]

I have ran some checks on your line, and I am seeing speeds of 2.3Mbps at the minute. Are you currently connected to your test socket at the minute, or on an extension socket?

I have raised this back to our suppliers for you, as your speeds are falling below where we expect to see them on your line. We expect a response from our suppliers within 48 working hours. If you haven't received an update from us by Thursday, please can you drop a message on here and we will chase this up for you.

[#8]

Dean

I am currently connected to an extension socket, but the few times that plusnet have asked me to test form the test socket there has been no difference in my speed. Happy to try again if you think it will help.

[#9]

If you can please pop it in the test socket for the next 48 hours please, just to rule out any potential internal wiring issues.

[#10]

Plugged into the master socket 15 minutes ago , will leave for 48 hours, speed down to 2100Kbps

[#11]

Still plugged into the Master Socket and the speed is still showing under 2100Kbps.

Have you managed to get a response from the suppliers.

[#12]

Hi there, 

Yes, the fault was cleared back to us on the 4th as it should now be resolved. I've checked your connection log and it's looking good so far, we see an up-time of over 32 hours. I've submitted another SNR reset which should bring the speeds back up to where we'd expect over the next 24 hours.

[#13]

Thanks Adam,

Can you confirm what speeds I should be expecting.

Also I am still plugged into the test socket which isn't ideal as I have had to change all my wired devices to wireless. Will I be okay to plug back into the extension socket or will that affect the SNR reset, I wouldn't be able to do it until 7pm today.

[#14]

Hi @skimarqueshc

Thanks for coming back to us.

The BT estimate for your line is around 6.5mb/s. If you could keep your router connected to the test socket for the next 24 hours that would help ensure that the reset does what it should.

Best wishes,

Dave

[#15]

Thanks Dave, I'll leave it until late tomorrow evening before moving back, will check the speed before and then see what the router syncs at afterwards.

You say the estimate is 6.5mb/s but in reality what should I get as the fastest I have seen is 3mb/s and I think the previous occupant got around that with Sky