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New Customer Need Help!!!

stopit
Newbie
Posts: 4
Registered: 21-07-2016

New Customer Need Help!!!

Hi i am a new customer.switched on on Tuesday but have had very slow internet since then.

I have tried all the help advice i could find and have opened questions with the fault team but no look so far.

My estimated line speed is 3mb (3mb down and 0.8mb up) but i am only getting  about 0.20mb down and 0.70 up.

I have tried all the tips i could find,including new cables,pluging in  the test plug,not using wifi but nothing makes any difference.

The fault team turned on interleaving last night and that has had no effect to my speeds as well.

Estimated line speed:3.0Mb (This may vary between 2Mb and 5.5Mb) - Checked on 2016-07-13 13:23:40Current line speed:0.2 Mb

As you can see this is well under what i was expecting, My ping has stayed around 30ms which i am happy with.

This is some info from my router

5 - Mode ADSL
6 - Uptime: 0 days 11:01:30
7 - Data rate: 736/4256
8 - Maximum data rate: 912/4612
9 - Noise margin: 10.0/7.5
10 - Line attenuation: 30.5/50.5
12 - Data sent/received: 32.1M/53.5M

 

So any advice would be a great help right now.

7 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 519
Thanks: 51
Fixes: 18
Registered: 02-03-2015

Re: New Customer Need Help!!!

Hi stopit,

Welcome to our community forums and thank you for getting in touch with us.

With this you are currently in a 10 day stabilisation period where your new connection will fluctuate as the line finds it's most stable connection. I advise you to monitor this and if there is no change after the 10 day period then please contact us as soon as possible so that we can investigate this for you.

If this post resolved your issue please click the 'This fixed my problem' button
 Ben Babinski
 Plusnet Help Team
stopit
Newbie
Posts: 4
Registered: 21-07-2016

Re: New Customer Need Help!!!

Thanks Ben,but is this normal for a new acount and will i have to put up with this speed for the next 8 days or can i expect to see it get better over the coming days? It has stayed stable at these very low speeds so should i expect to see it slowly rise or will i get a big jump at some point? i will keep an eye on it and hope for the best.

Community Veteran
Posts: 6,364
Thanks: 490
Fixes: 45
Registered: 30-07-2007

Re: New Customer Need Help!!!

Current line speed:0.2 Mb

7 - Data rate: 736/4256

@BenB, Not sure that's fluctuation, looks like the PlusNet profile is stuck OR there's been a low sync event and it hasn't caught up yet

Plusnet Help Team
Plusnet Help Team
Posts: 519
Thanks: 51
Fixes: 18
Registered: 02-03-2015

Re: New Customer Need Help!!!

This is normal for a new connection on ADSL. To be honest it's hard to say what it will do as the connection will fluctuate but towards the end it should stay level but if it is not at the connection that you were quoted then you need to contact us to investigate further.

@MisterW - It's in a 10 day stabilisation period as it is a new ADSL connection so it will fluctuate over that time period.

If this post resolved your issue please click the 'This fixed my problem' button
 Ben Babinski
 Plusnet Help Team
RealAleMadrid
Seasoned Pro
Posts: 580
Thanks: 203
Fixes: 9
Registered: 07-07-2009

Re: New Customer Need Help!!!

@BenB  I don't think the OP's situation is normal, the PlusNet line speed is ridiculously low, the sync rate is over 4Mbps so why is the line speed 0.2Mbps. You could at least update that to a more sensible value close to the BT IP profile. In my experience the line speed does not fluctuate during the initial 10 day period unless there is a line fault. You have not been pro-active in your support for this customer and basically used the 10 day stabilisation period as an excuse to do nothing which I find disappointing. Unfortunately the general level of support seems to be in decline. 

Plusnet Help Team
Plusnet Help Team
Posts: 4,075
Thanks: 786
Fixes: 170
Registered: 25-03-2015

Re: New Customer Need Help!!!

Apologies for any inconvenience @stopit.

 

I'm glad to see the speed profile on your account was corrected yesterday and since then has increased further through automation.

If this post resolved your issue please click the 'This fixed my problem' button
 Harry Beesley
 Plusnet Help Team
Community Veteran
Posts: 6,364
Thanks: 490
Fixes: 45
Registered: 30-07-2007

Re: New Customer Need Help!!!

I'm glad to see the speed profile on your account was corrected yesterday

Thanks Harry