New Customer Very Slow Speeds

[#1]

I recently switched to Plusnet (10th April) and have had issues regarding the speed of the broadband service. the availibility checker for my post code confirmed that i could recieve me up to 4.5MB. I was previously with Sky and had speeds of up to 2.6MB (on a day i checked the router as it felt slower than normal) but decided to switch to plusnet as they have a good reputation for speed and gaming (which sky do not) and naturally i expected an improvement and noticed that  unlimited download at a more competitive price was on offer. Since switching I have received 1.9MB on the first day which was the peak speed i have had so far and subsequently 1.3MB or 1.4MB over the 10 days of having the service. its now settled down to 1.311 mb and has stayed there for 1 and half weeks in a row.

[#2]

forgot to say upload has also decreased although from 620kb to 448kb(capped?)

[#3]

1. Were you on Sky LLU?
2. Could you post the stats (sync speed, attenuation and noise margin) reported by your router please.

[#4]

1)while i have now way of being totally sure there was a period of our sky broadband use when the price went down from previously as they put us on their service, however there was no real change in speed as a result of this.
im not sure if that answers your question
2) Uptime: 6 days, 22:51:59

DSL Type: G.992.1 annex A

Bandwidth (Up/Down) [kbps/kbps]: 448 / 1,312

Data Transferred (Sent/Received) [kB/kB]: 0.00 / 35.00

Output Power (Up/Down) [dBm]: 12.0 / 17.5

Line Attenuation (Up/Down) [dB]: 22.5 / 40.0

SN Margin (Up/Down) [dB]: 18.0 / 20.0

Vendor ID (Local/Remote): TMMB / TSTC

Loss of Framing (Local/Remote): 0 / 0

Loss of Signal (Local/Remote): 0 / 0

Loss of Power (Local/Remote): 0 / 0

Loss of Link (Remote): 0

Error Seconds (Local/Remote): 1 / 0

FEC Errors (Up/Down): 35 / 117,878,415

CRC Errors (Up/Down): 35 / 1,057,949

HEC Errors (Up/Down): 21 / 607,455

[#5]

Youch! That's an awful lot of errors.
Also the SN Margin is very high which will be severely restricting your speed. Something is definitely not right either internally or between you and the exchange.
Can you connect your router to the test socket inside the master socket without any phone and post those stats again please.

[#6]

I can't do as you ask as we don't appear to have a master socket. I have unscrewed the main phone socket and there is no additional plug there!

[#7]

Have you got other sockets? If so can you unplug everything out of all the other sockets, and the telephone from the main socket so that the router is the only thing connected. Then disconnect and reconnect the router so that we can see the stats immediately after it has made a fresh connection.

[#8]

What you believe is the master socket has it a yellow capacitor fitted?

[#9]

interesting...
its now gone up to 2.495mb download  upload is still 448k though,
i looked behind the face of the phone socket again, what i have is like that photo from the other side of the chip board and my line in (always was) connected into that middle connector.
the changes made were
Unplugging phone
unplugging sky boxes (2)
Reboot router
Strange thing is when i had internet with sky the set up was the same as when i had 1300kb with you, which makes no sense?

[#10]

Quote from: itsme

What you believe is the master socket has it a yellow capacitor fitted? [/quote i saw the board from the other side, it appears to be fixed to the socket, however i doubt there was enough clearance between the plastic cover and back of the board for a capacitor

[#11]

Are you plugging the Sky boxes in using filters?
Can you post the router stats again please.

[#12]

Try a single filter on Sky boxes then try it with two inline on each sky box. Yes two.
Or better still do not have them connected at all to phone line.

[#13]

I have now reconnected the sky boxes and added filters
here are the new stats
Uptime: 0 days, 0:05:59

DSL Type: G.992.1 annex A

Bandwidth (Up/Down) [kbps/kbps]: 448 / 2,560

Data Transferred (Sent/Received) [kB/kB]: 0.00 / 0.00

Output Power (Up/Down) [dBm]: 12.0 / 17.5

Line Attenuation (Up/Down) [dB]: 22.5 / 40.0

SN Margin (Up/Down) [dB]: 19.0 / 17.0

Vendor ID (Local/Remote): TMMB / TSTC

Loss of Framing (Local/Remote): 0 / 0

Loss of Signal (Local/Remote): 0 / 0

Loss of Power (Local/Remote): 0 / 0

Loss of Link (Remote): 0

Error Seconds (Local/Remote): 0 / 0

FEC Errors (Up/Down): 0 / 344

CRC Errors (Up/Down): 0 / 0

HEC Errors (Up/Down): 0 / 0

Again im confused as to how i achieved similar speeds to now with sky while using the previous setup with no filter to the sky boxes
Any ides on the upload speed?
By the way you have been much more helpful than the helpdesk i am very grateful

[#14]

If you were getting faster than 448 upload on Sky it's almost certain that you were on LLU - unless your exchange has been upgraded by BT to have 21CN WBC you will be stuck at that upload speed unless you pay an extra £7.92 per month for Max Premium. If you post the name of your exchange we can check for you.
Now you've filtered the Sky boxes, you should see speeds increase further over the next few weeks, leave your router connected all the time so that the exchange sees it as being really stable. Reconnecting once per day between 10am and 3 or 4 pm should help encourage it to improve.
(Incidentally, if you'd been wired up properly you might have seen faster speeds on Sky)

[#15]

cwmbran is my exchange, i believe we were meant to get wbc a few days ago although im not sure
thanks for your help
is plusnet offering a llu package in the future/ am i on it now?