New Broadband Customer. Slow Download and Upload Speeds
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New Broadband Customer. Slow Download and Upload Speeds
01-05-2016 1:19 PM
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Hi,
I left Sky Broadband (achieving 7Mbps; 3Mbps minimum download speeds), to achieving a measly 1.2Mbps download with yourselves!? How is this possible when the only thing that has changed is the provider and the broadband hub??? I have the same wires, same set up, same usage. Now, myself and partner can scarcely use our smart phones/ tablets at the same time without having to wait an age for any social media stream to load. Streaming a movie from Netflix, you might as well go down to the supermarket and buy the DVD and watch it, because it will still be buffering by the time your back. I have to ask everyone in the household to switch off WiFi connections so I am able to use the laptop for emails and browsing etc. This is just not acceptable. The broadband service (if you can call it that??) you are providing (questionable...) is just not acceptable. We have recently left Sky TV, line and Broadband due to cost issues (I am now seriously questioning this decision, and why it is more beneficial to pay the extra for a better service). You seemed the next best option. Good value and second to none customer service .... and the company motto of "We'll do you proud." I am in no way able to agree with this. Due to not having Sky TV any longer (not your fault obviously) we require an 'acceptable' download speed to be able to stream iPlayers, ITV Hub etc. to enable us to catch up with TV we inevitably miss having busy schedules with 2 young children. It took my partner 1hr 30 mins to watch a 30 min episode of Eastenders on the iPlayer yesterday. Please explain to me how you can justify this.
I sincerely hope this is just a bumpy start to an otherwise solid relationship for the rest of the 12 month contract with you, and you can fix the problems and provide the service you claim you can.
Yours Frustratingly,
Aaron Edwards
Re: New Broadband Customer. Slow Download and Upload Speeds
01-05-2016 1:26 PM
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If anyone has any advice I would happily listen. I have a set up that covers most of the broadband help tips. I just cannot understand how the service can be so poor when the only thing changing is the provider and hub.
Re: New Broadband Customer. Slow Download and Upload Speeds
01-05-2016 2:57 PM
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Hi,
A warm welcome to the forums.
If you have moved from Sky, then the set up will be more different than you perceive. Sky would most likely have been LLU and they would have been using their own in-exchange equipment not BT Wholesale's.
Let's cover the basics...
Please post your router stats; for PN TG582n and 2704n routers use the buttons below. Also run a BT Wholesale speed test (ideally using an Ethernet wired PC with the WiFi turned off) then run the further diagnostics and post the results here. DO NOT REBOOT the router! Also find your CURRENT SPEED (PlusNet line profile) from the PlusNet user portal - you will need to log in.
Is the phone line quiet all of the time? Dial 17070 option 2.
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: New Broadband Customer. Slow Download and Upload Speeds
on 01-05-2016 3:43 PM - last edited on 01-05-2016 4:14 PM by Mav
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xDSL Statistics
Mode: | ADSL_2plus | |||
Traffic Type: | ATM | |||
Status: | Up | |||
Link Power State: | L0 | |||
Downstream | Upstream | |||
Line Coding(Trellis): | On | On | ||
SNR Margin (1 dB): | 8.3 | 5.9 | ||
Attenuation (1 dB): | 61.0 | 36.6 | ||
Output Power (1 dBm): | 0.0 | 12.6 | ||
Attainable Rate (Kbps): | 1928 | 816 | ||
Path 0 | Path 1 | |||
Downstream | Upstream | Downstream | Upstream | |
Rate (Kbps): | 1437 | 813 | 0 | 0 |
MSGc (# of bytes in overhead channel message): | 61 | 66 | 0 | 0 |
B (# of bytes in Mux Data Frame): | 43 | 12 | 0 | 0 |
M (# of Mux Data Frames in FEC Data Frame): | 4 | 8 | 0 | 0 |
T (Mux Data Frames over sync bytes): | 1 | 2 | 0 | 0 |
R (# of check bytes in FEC Data Frame): | 14 | 16 | 0 | 0 |
S (ratio of FEC over PMD Data Frame length): | 3.8287 | 3.9344 | 0.0 | 0.0 |
L (# of bits in PMD Data Frame): | 397 | 244 | 0 | 0 |
D (interleaver depth): | 8 | 8 | 0 | 0 |
Delay (msec): | 8 | 8 | 0.0 | 0.0 |
INP (DMT symbol): | 1.00 | 2.00 | 0.0 | 0.0 |
Super Frames: | 14399068 | 13009046 | 0 | 0 |
Super Frame Errors: | 310220 | 141 | 0 | 0 |
RS Words: | 64324411 | 2491620 | 0 | 0 |
RS Correctable Errors: | 4410907 | 190508 | 0 | 0 |
RS Uncorrectable Errors: | 437297 | 0 | 0 | 0 |
HEC Errors: | 477071 | 157 | 0 | 0 |
OCD Errors: | 244 | 0 | 0 | 0 |
LCD Errors: | 244 | 0 | 0 | 0 |
Total Cells: | 208414282 | 117954974 | 0 | 0 |
Data Cells: | 55437221 | 11994790 | 0 | 0 |
Bit Errors: | 0 | 1675 | 0 | 0 |
Total ES: | 68823 | 104 | ||
Total SES: | 1615 | 0 | ||
Total UAS: | 1177 | 159 |
Moderator's note by Mike (Mav): Full quote of preceding post removed as per Forum rules
Re: New Broadband Customer. Slow Download and Upload Speeds
01-05-2016 3:47 PM
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BTW Performance Test Results:
Download: 1.44
Upload: 0.67
Ping Latency: 58.38
Re: New Broadband Customer. Slow Download and Upload Speeds
01-05-2016 3:50 PM
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Plusnet Statistics:
Estimated line speed: There's no speed estimate currently held on your account.
Current line speed:1.2 Mb
Re: New Broadband Customer. Slow Download and Upload Speeds
01-05-2016 7:30 PM - edited 02-05-2016 11:08 AM
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OK, Thank you for that information.
If I believe your router stats, I really cannot start to guess how Sky delivered the speeds you quoted. The router reports a line attenuation of 61 dB, which implies a line length of 4.4km from the exchange and 2.4Mbps on a really good day. I need you to gather some more information please...
Please use the following links to check the services available and their estimated speeds. From the first link, please record and report back the distance from the exchange. The second link advises of which fibre services (if any) are available on your line and their anticipated speed.
The SNRM is also a bit higher than one might hope for, that might be down to the DLM trying to manage a problematic line. You did not report back on the QLT I asked you to do.
Please perform a quiet line test - dial 17070 select option 2 using a corded phone plugged into the test socket behind the face plate of the master socket. It should be silent.
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: New Broadband Customer. Slow Download and Upload Speeds
02-05-2016 9:55 AM
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The estimates for your line at optimistic, assuming the attenuation of 61db is correct, these are between 2.5 and 7.5Mbps.
Personally I'd advise reporting a fault to us at https://faults.plus.net so we can do some further investigations.
Re: New Broadband Customer. Slow Download and Upload Speeds
on 02-05-2016 10:19 AM - last edited on 02-05-2016 11:51 AM by Mav
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Hi,
Broadband and Line Checker:
Connected to the Wrexham North Exchange
Line Check Results | Date: 10:28 - 02 May 16 | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
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Exchange Information | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
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BT Line Speed Estimation | Available ISPs | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Important: The figures below are obtained from the BTw database which is often conservative. Speeds are best guess estimated on the surrounding area and cannot take into effect individual line conditions which may effect the result, such as the type of equipment you use or other issues which may affect the Signal to Noise Ratio. If you already have adsl then you may be interested in Max dsl speed calculator which may give a better indication for DSL line speed capability. |
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ADSL Broadband | Other Broadband Technology & LLU Providers | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
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FTTC (Fibre) | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
OK - Matched Phone No. |
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RAG Test Results | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
dslmax linecode: AEGEGEC sdsl linecode: 1111AARRZZZZNNNN Explanation of RAG codes. |
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†OFCOM Broadband Access Classification | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Market 3: This exchange has 4 or more principal operators AND the exchange serves 10,000 or more premises. Exchange has been de-regulated. For more info see Broadband Access Market Classification. |
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This PCP has a waiters list for FTTC services. You may place an order which will be dealt with in turn.
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Thanks
Moderator's note by Mike (Mav):Excess white space and extra information from the availability checker removed to make the post easier to read.
Re: New Broadband Customer. Slow Download and Upload Speeds
02-05-2016 10:23 AM
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Hi,
The quiet line test was not exactly quiet. Quiet a bit of 'white noise' if that is how you explain it.
Thanks
Re: New Broadband Customer. Slow Download and Upload Speeds
02-05-2016 10:26 AM
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Hi Chris,
Thanks I will do this. Having a couple of dropouts lately. Where the WiFi is still available but the connection to the internet is not and devices we are using at the time are requesting a modem restart or to contact my broadband supplier.
Thanks
Aaron
Re: New Broadband Customer. Slow Download and Upload Speeds
02-05-2016 10:32 AM - edited 02-05-2016 10:33 AM
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@azztheraz wrote:
The quiet line test was not exactly quiet. Quiet a bit of 'white noise' if that is how you explain it.
Is that with just a phone handset plugged in? If so we should get that looked at.
Also you may want to edit your previous posts and remove your phone number, this is a public forum.
Re: New Broadband Customer. Slow Download and Upload Speeds
02-05-2016 10:46 AM
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Chris,
First test was not phone line only (apologies). Just done one phone line direct into mains. Less 'white noise' but still a little I can hear. Not completely silent.
Thanks
Re: New Broadband Customer. Slow Download and Upload Speeds
02-05-2016 2:12 PM
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Chris,
I followed the link to register a fault. They determined that there was no errors with the phone lines.
Moved onto why my broadband had been dropping out. They had on file that my internet had dropped on average twice a week since I had it installed. Currently attempting to see if the issues are due to the new router Plusnet sent out to me, so have reverted to using my old Sky Hub as it is the only router I have other than the new one. Currently had no dropouts since. Download and upload speeds are the same as the plusnet router, yet it seems to be able to handle a lot more traffic and is able to stream programs quicker and at better quality.
Will post after the router has been tested at peak times as appose to midday on a bank holiday.
Thanks
Aaron
Re: New Broadband Customer. Slow Download and Upload Speeds
02-05-2016 2:45 PM
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I've tested the phone line and it's showing no fault found, now that doesn't necessarily mean there isn't one! Especially if there is definite noise on the line.
Assuming I'm looking at the right account, here's the connection logs:
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