New Customer Getting Very Slow Speeds
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New Customer Getting Very Slow Speeds
28-04-2015 9:25 AM
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I have just joined PlusNet in a new house so I don't have previous experience of the connection speed here.
I am getting under 2 Mbps according to the BT Speed Checker on http://speedtest.btwholesale.com/
I have received an automated email from PlusNet saying my estimated line speed is 5 Mbps and current line speed is 1.7 Mbps.
I have tried the following:
- Plugging router directly into test socket of BT master socket - no difference
- Tried a different router - no change
- Tried a differed computer - no change
- Done a noise test and there is no line noise
My parent's house, which is half a mile up the road is actually getting nearly 5 Mbps on PlusNet despite being further away from the exchange.
I am concluding that the fault may be with the line somewhere given I have isolated the internal wiring by using the test socket.
Any help would be greatly appreciated.
Thanks
Re: New Customer Getting Very Slow Speeds
28-04-2015 9:31 AM
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We particularly need all the modem stats.
jelv (a.k.a Spoon Whittler) Why I have left Plusnet (warning: long post!) Broadband: Andrews & Arnold Home::1 (FTTC 80/20) Line rental: Pulse 8 Home Line Rental (£14.40/month) Mobile: iD mobile (£4/month) |
Re: New Customer Getting Very Slow Speeds
28-04-2015 10:46 AM
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The profile is correct (1.7Mbit for the current sync rate) though. There are a number of tests to which you'll be advised about when we have the stats.
Re: New Customer Getting Very Slow Speeds
28-04-2015 10:49 AM
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Re: New Customer Getting Very Slow Speeds
28-04-2015 8:36 PM
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1) Router stats - I have a new Sagem Fast 2704N as supplied by Plusnet (F@ST2704N), so the only route to get line stats appears to be to click "Helpdesk" in the main menu.
This is the output of that link:
Your Plusnet adviser may ask you for the following information:
1 - Product name: Plusnet Router
2 - Serial number: N7150291B012512
3 - Firmware version: 7.273.1_F2704N_Plusnet
4 - Board version: F@ST2704N
5 - Mode ADSL
6 - Uptime: 0 days 00:16:44
7 - Data rate: 915/4891
8 - Maximum data rate: 944/4996
9 - Noise margin: 6.8/6.4
10 - Line attenuation: 31.4/51.0
12 - Data sent/received: 1.7M/6.1M
20 - Broadband username: XXXXX@plusdsl.net
21 - Wi-Fi network/SSID: PLUSNET-6QKG39
22 - Wi-Fi connections: Enable(802.11 b/g/n(up to 144 Mb/s))20 MHz WPS enabled
23 - Wi-Fi security: WPA2
24 - Wi-Fi channel: Automatic (Smart Wireless)
25 - Firewall: Default
26 - MAC Address: 44:e9:dd:af:c3:b3
27 - Software variant Version 1.0
28 - Boot loader: 7.273.1
2) Results of the BT Speed Test (http://speedtest.btwholesale.com/) are as follows:
Download speed: 1.79 Mbps
Upload speed: 0.78 Mbps
Ping Latency: 32.38 ms
3) Current Line Speed as on Plusnet (https://portal.plus.net/my.html?action=data_transfer_speed):
Postcode:
Phone exchange:
HARROW
Estimated line speed:
5Mb (This may vary between 3Mb and 7.5Mb) - Checked on 2015-03-14 11:44:29
Current line speed:
1.8 Mb
Thanks very much for your help.
adie:green removed users user name]
Re: New Customer Getting Very Slow Speeds
28-04-2015 8:42 PM
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The sync speed isn't bad but the Plusnet Profile is due to a very low sync speed as reported before it resynched
Are you sure that all other devices on the phone line are filtered
Re: New Customer Getting Very Slow Speeds
28-04-2015 8:45 PM
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The only connection on the line is the router, through a ADSL filter.
I have tried swapping filters as well but no change.
Re: New Customer Getting Very Slow Speeds
28-04-2015 9:30 PM
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So either you have some duff wiring or when you were plugged into the normal socket something in your house was plugged in without a filter - phone, Sky box, alarm system are some which spring to mind
The Plusnet Current Line Speed should increase to 4.3 Mbps over night
Check and report back in the morning
Re: New Customer Getting Very Slow Speeds
29-04-2015 6:53 AM
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Is there anything else I can do?
Thanks
Re: New Customer Getting Very Slow Speeds
29-04-2015 8:25 AM
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jelv (a.k.a Spoon Whittler) Why I have left Plusnet (warning: long post!) Broadband: Andrews & Arnold Home::1 (FTTC 80/20) Line rental: Pulse 8 Home Line Rental (£14.40/month) Mobile: iD mobile (£4/month) |
Re: New Customer Getting Very Slow Speeds
29-04-2015 8:57 AM
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My BT profile is as follows:
Telephone Number xxxxxxxxxxx on Exchange HARROW is served by Cabinet 92
WBC ADSL 2+ Up to 4.5 -- 3 to 7 Available
ADSL Max Up to 3.5 -- 2.5 to 6.5 Available
WBC Fixed Rate 1 -- -- Available
Fixed Rate 1 -- -- Available
Other Offerings
Copper Multicast -- -- -- Available
Line speed shown by Plusnet (https://portal.plus.net/my.html?action=data_transfer_speed) is below:
Postcode:
Phone exchange:HARROW
Estimated line speed:5Mb (This may vary between 3Mb and 7.5Mb) - Checked on 2015-03-14 11:44:29
Current line speed:1.8 Mb
Some Googleing around suggests that my line attenuation is very high. I am only 1.6km away from the exchange and plugged into the master test socket.
What could be causing such high attenuation?
Re: New Customer Getting Very Slow Speeds
29-04-2015 9:03 AM
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Go to http://speedtest.btwholesale.com/ - when the first part completes click the Further Diagnostics button at the bottom.
jelv (a.k.a Spoon Whittler) Why I have left Plusnet (warning: long post!) Broadband: Andrews & Arnold Home::1 (FTTC 80/20) Line rental: Pulse 8 Home Line Rental (£14.40/month) Mobile: iD mobile (£4/month) |
Re: New Customer Getting Very Slow Speeds
29-04-2015 10:41 AM
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The sync is much better than it was when I checked the account yesterday, and we're currently waiting on bRAS to increase. I'm doing another line test now which will hopefully confirm the issue has been resolved.
Re: New Customer Getting Very Slow Speeds
29-04-2015 10:44 AM
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I will do the proper BT speed test + further diagnostic this evening after work and see if it has improved.
Cheers
Re: New Customer Getting Very Slow Speeds
29-04-2015 10:53 AM
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