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My Broadband is very very slow since moving

sandeeppatro
Newbie
Posts: 3
Registered: 09-07-2017

My Broadband is very very slow since moving

Hi there

 

I raised a complaint with technical team and they suggested some settings issue which they said will be fixed, however my Broadband is really very very slow and I get a Download speed of 0.6-0.7 mbps when checking on speedof.me website.

 

I tried requesting number of times to your customer service to check and they kept on saying someone will check.

 

Am very frustrated as am unable to work from home due to the slowness issue. Could someone please FIX my broadband asap.

6 REPLIES
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: My Broadband is very very slow since moving

Hi @sandeeppatro,

 

Sorry to hear that you're suffering with poor connection speeds.

 

I understand it can be difficult from both sides (ours and yours) when it comes to providing a service at a premise where we don't know what the quality of the line is like, we only have the speed estimate to go off.

 

First of all, just so we can rule out any wiring, are you able to connect into your Master Socket? If so, are you able to connect with an alternative Microfilter?

Chris Pettitt
Cloud Environments Engineer
Gel
Pro
Posts: 1,385
Thanks: 131
Fixes: 10
Registered: 02-08-2007

Re: My Broadband is very very slow since moving

sandeeppatro
Newbie
Posts: 3
Registered: 09-07-2017

Re: My Broadband is very very slow since moving

Hi there

 

I have connected to the Master socket and still with error.

 

As am still at work now, will test at home when I go by running using BT test site hpwever its really slow and someone from your team also said there was some issue with settings.

 

Could you please check and confirm asap.

sandeeppatro
Newbie
Posts: 3
Registered: 09-07-2017

Re: My Broadband is very very slow since moving

Am waiting for 1 week now with no much update apart from vague pinpoint like master socket and all.

 

Why cant someone on check my connection and update accordingly.

 

This is really unacceptable and am unable to work properly since my move and have to come to office daily due to this problem

Superuser
Superuser
Posts: 9,975
Thanks: 1,510
Fixes: 19
Registered: 22-08-2007

Re: My Broadband is very very slow since moving

Hi,

A warm welcome to the forums. Can you please take a look at the speed issues thread - link below.

Do a quiet line test - dial 17070 option 2 - the line should be without noise.

Please post your router stats here.
Plusnet Help Team
Plusnet Help Team
Posts: 17,636
Thanks: 619
Fixes: 159
Registered: 05-04-2007

Re: My Broadband is very very slow since moving

Hi there and welcome to the forums.

 

Checking your line estimates is showing that you should be able to connection between 4 and 6Mb/s.

 

ADSL Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Range(Mbps)

Availability Date

     

Left in Jumper

WBC ADSL 2+ Up to 5 -- 4 to 6 Available -- -- -- --

 

However your line is currently connecting very low at 1571:

 

 
  Upstream DSL Link Information Downstream DSL Link Information
Loop Loss: 32.1 52.5
SNR Margin: 6.0 8.1
Errored Seconds: 0 0
HEC Errors: 0  
Cell Count: 5141 3763
Speed: 857 1571
 
Maximum Stable Rate (KBPS): 864 Fault Threshold Rate (KBPS): 691
Mean Time Between Retrains (Seconds): 86325 Mean Time Between Errors Upstream (Seconds): 855
Indicative Line Quality: R Mean Time Between Errors Downstream (Seconds): 2

 

The mean time between errors is very very low which is not going to be helping things at all.

 

I've picked up your fault ticket and reported this through to our suppliers, we should hear back within 48 hours.

 

 

 

 

If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Help Team