New Customer but VERY Slow
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New Customer but VERY Slow
12-07-2012 6:02 PM
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At Sky I had a fairly reliable 19Mb connection, when signing up to Plusnet my line speed was estimated at "17Mb - fluctuating between 10Mb & 19Mb". The exchange is just over the road from my house.
BUT I'm currently getting less than 2Mb!
Is this normal or have I made a big mistake!?
Thanks,
M
Re: New Customer but VERY Slow
12-07-2012 6:04 PM
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I suspect that either the BT IP profile - found from the BT speedtest - or the Current Line Speed from https://portal.plus.net/my.html?action=data_transfer_speed or both is still at 2Mb
Can you check and advise
Re: New Customer but VERY Slow
12-07-2012 6:09 PM
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The BT speedtest says 'IP Profile for your line is - 2 Mbps', the other link you posted says:
Postcode:
XXXX XXX
Phone exchange:
PETERSFIELD
Estimated line speed:
7Mb (Accurate to within +/- 1Mbit) - Checked on 2012-06-27 18:12:24
Current line speed:
7.15 Mb
Is this what you mean? Neither figures are anywhere near what I was expecting.
Re: New Customer but VERY Slow
12-07-2012 6:13 PM
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Can you post your router stats (noise margin, speeds and attenuation - up and down) as well as there is just the possibility that you have been provisioned on ADSL1
Re: New Customer but VERY Slow
12-07-2012 6:17 PM
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downstream: 8128 kbit/s, upstream: 448 kbit/s;
output Power Down: 15.8 dBm, Up: 11.9 dBm;
line Attenuation Down: 8.5 dB, Up: 7.0 dB;
snr Margin Down: 13.0 dB, Up: 24.0 dB
If it is just a matter of time - how long should I wait?
Re: New Customer but VERY Slow
12-07-2012 6:25 PM
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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 but VERY Slow
12-07-2012 6:27 PM
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Download speedachieved during the test was - 1.88 Mbps
For your connection, the acceptable range of speeds is 0.4 Mbps-2 Mbps.
Additional Information:
Your DSL Connection Rate :8.13 Mbps(DOWN-STREAM), 0.45 Mbps(UP-STREAM)
IP Profile for your line is - 2 Mbps
dick:quote
Re: New Customer but VERY Slow
12-07-2012 6:33 PM
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You've been put on to 20CN ADSL Max (up to 8Mbps), not 21CN WBC (up to 20Mbps).
You need to ring up and point out that your exchange is 21CN WBC ready and you want an order to be put on to the correct product placed immediately!
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 but VERY Slow
12-07-2012 7:07 PM
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jim:quote
Re: New Customer but VERY Slow
13-07-2012 7:29 AM
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Sadly, after checking this morning it is still at 2Mb and I have a line speed of 1.6Mb.
Re: New Customer but VERY Slow
13-07-2012 7:52 AM
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Hopefully one of the Digital Care team will pick this up later and make sure an order has been properly provisioned to put you on 21CN asap.
Re: New Customer but VERY Slow
13-07-2012 12:32 PM
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It would be nice if someone at Plusnet could confirm that the correct re-provisioning has been done and when I might expect it to be working as expected, however I haven't heard anything since my call yesterday despite being told they would keep me updated.
Re: New Customer but VERY Slow
13-07-2012 12:39 PM
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I suspect that what was meant was that they will have set that to the maximum (7150) ready for when BT set your profile correctly.
ONE reboot of your router during the day may speed up the BT system recognising the higher speed.
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 but VERY Slow
13-07-2012 3:48 PM
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I'm looking into this now for you. I suspect it's something I'll have to contact our suppliers about. I'll get back to you as soon as I know more.
Also, the upgrade to 21CN is not due to complete until the 30th. This is because it's an automated order. If I was to cancel that order and place it manually it would probably be complete a week earlier. Are you bothered about the extra week or just happy for me to make sure you get your full speed for now?
Jojo
Re: New Customer but VERY Slow
13-07-2012 5:36 PM
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Jo's only just made me aware of this.
I tried to contact you tonight on the landline but there was no answer and I couldn't leave a message.
I've had a chat with BT about this issue and I have been advised they will look into this for me tonight. I'm in tomorrow so I'll check up on it for you then.
EDIT: Looks like your profile has increased. Should increase eventually to 7150 within 72 hours now
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