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New Customer - Poor Broadband since joining Plusnet

Harnser
Dabbler
Posts: 11
Registered: 11-08-2014

New Customer - Poor Broadband since joining Plusnet

I have raised a ticket under question number #89546378 beginning of August for Poor Broadband Speeds and Intermittant crackling on phone line. Quite Offten the Broadband connections has dropped completely. Apart from a request to start Interleaving on my line which has been rejected, I have not had any contact from Plusnet at all. Bearing in mind that my broadband doesn't work very well, I was told that I would be kept up to date via text messages - this has not happened. PLEASE can some one help me with this? Filters have been changed, router and phone in Master test socket. Thanks
22 REPLIES
Sheepdog
Grafter
Posts: 60
Registered: 30-07-2007

Re: New Customer - Poor Broadband since joining Plusnet

Hopefully a Plusnet member will spot this for you and take it under their wing
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: 13-07-2012

Re: New Customer - Poor Broadband since joining Plusnet

Hi Harnser,
Sorry to see the issues with your broadband connection and phone line that you've been having.
As you've mentioned your connection is dropping out, I've posted a graph below that shows the exact times of these:
<img src="http://community.plus.net/visualradius/generated/image14077686371806.png"/>
I've ran some tests on your phone line and it's not detected a fault, I don't think Interleaving is going to help at all to be honest. Do you know if you have a test socket being your master socket?
If the crackle on your line persists then we need to get a phone engineer our to you and not a broadband engineer.
I've also upped your speed profile which you should now see an improvement with.
Harnser
Dabbler
Posts: 11
Registered: 11-08-2014

Re: New Customer - Poor Broadband since joining Plusnet

Hello Chris, thanks for coming back to me.
All those drops appear to coincide with wet and windy weather that we have just had. Possible connection? - the phone was very crackly over the weekend.
Router and phone is currently plugged directly into the master test socket.
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: 13-07-2012

Re: New Customer - Poor Broadband since joining Plusnet

It may well have been weather related, does your phone line still have interference/crackling?
Harnser
Dabbler
Posts: 11
Registered: 11-08-2014

Re: New Customer - Poor Broadband since joining Plusnet

Hi, yes - but not constant.
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: New Customer - Poor Broadband since joining Plusnet

Do you still get noise/interference on your phone line without the router connected?
Chris Pettitt
Cloud Environments Engineer
Harnser
Dabbler
Posts: 11
Registered: 11-08-2014

Re: New Customer - Poor Broadband since joining Plusnet

Yes, it' very bad today. Phone interference continues if phone in test socket with no router/DSL filter
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: 13-07-2012

Re: New Customer - Poor Broadband since joining Plusnet

Thank you for your time on the phone, let us know how the engineer visit goes tomorrow.
Harnser
Dabbler
Posts: 11
Registered: 11-08-2014

Re: New Customer - Poor Broadband since joining Plusnet

Hi, engineer attended today, tel line is now great. Bb speed still very slow but not appear to be dropping out. I assume that bb speed will pick up over next couple of weeks if no further problems?
Superuser
Superuser
Posts: 12,584
Thanks: 3,860
Fixes: 25
Registered: 22-08-2007

Re: New Customer - Poor Broadband since joining Plusnet

Hi Harnser,
Welcome to the forums by the way!
I would not want to wait weeks for the DLM to catch up.  I'm assuming that this is an ADSL service, in which case can you please gather the data requested here - http://community.plus.net/forum/index.php/topic,96155.0.html - and post on here.
I suspect that due to all of the errors you've had your line might have been "banded" or the SNRM is stuck somewhere unhelpful, in which case the service will need a poke with a sharp stick!

Kevin
Sheepdog
Grafter
Posts: 60
Registered: 30-07-2007

Re: New Customer - Poor Broadband since joining Plusnet

Harnser
Hopefully Chris or someone from Plusnet will reset your broadband and put it back into the 10 day training again now your live is sorted.
Sheepdog
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: 13-07-2012

Re: New Customer - Poor Broadband since joining Plusnet

I've changed your speed profile as your sync rate has drastically increased, you should see an improvement in the next 30 minutes or so.
Harnser
Dabbler
Posts: 11
Registered: 11-08-2014

Re: New Customer - Poor Broadband since joining Plusnet

Hi Chris, just tried and speed is very poor @ 0.13 mbps
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: 13-07-2012

Re: New Customer - Poor Broadband since joining Plusnet

Are you able to login to your router and click disconnect then connect?