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New Customer but VERY Slow

mlpoulton
Dabbler
Posts: 21
Registered: 12-07-2012

New Customer but VERY Slow

Just joined Plusnet from Sky. 
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
26 REPLIES
Community Veteran
Posts: 38,418
Thanks: 1,004
Fixes: 58
Registered: 15-06-2007

Re: New Customer but VERY Slow

Neither
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
mlpoulton
Dabbler
Posts: 21
Registered: 12-07-2012

Re: New Customer but VERY Slow

Thanks for the fast reply!
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.
Community Veteran
Posts: 38,418
Thanks: 1,004
Fixes: 58
Registered: 15-06-2007

Re: New Customer but VERY Slow

The BT IP profile is what is restricting you and that should fix itself
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
mlpoulton
Dabbler
Posts: 21
Registered: 12-07-2012

Re: New Customer but VERY Slow

Thanks Oldjim - here are the stats:
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?
Community Veteran
Posts: 26,533
Thanks: 774
Fixes: 9
Registered: 10-04-2007

Re: New Customer but VERY Slow

When you ran the BT speed test did it report both download and upload or download only?
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 (£13/month)
Mobile: iD mobile (£4/month)
mlpoulton
Dabbler
Posts: 21
Registered: 12-07-2012

Re: New Customer but VERY Slow

This is what the speedtester.bt.com check reported:
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
Community Veteran
Posts: 26,533
Thanks: 774
Fixes: 9
Registered: 10-04-2007

Re: New Customer but VERY Slow

Aaaaarrrrgggghhhh!!!!!
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 (£13/month)
Mobile: iD mobile (£4/month)
mlpoulton
Dabbler
Posts: 21
Registered: 12-07-2012

Re: New Customer but VERY Slow

Just called CS and you are indeed correct!  They promise to fix it - not a good start but everyone deserves a chance...
jim:quote
mlpoulton
Dabbler
Posts: 21
Registered: 12-07-2012

Re: New Customer but VERY Slow

Well I was told yesterday by CS that they would change the IP profile on my line from 2Mb up to 8Mb until they can get it re-provisioned on to 21CN.  They told me this would be done by 11.00pm last night.
Sadly, after checking this morning it is still at 2Mb and I have a line speed of 1.6Mb.
Community Veteran
Posts: 19,099
Thanks: 434
Fixes: 21
Registered: 31-08-2007

Re: New Customer but VERY Slow

On new 20CN provides, the Exchange DLM automatically puts the rate at 2Mbps until it has established the appropriate bRAS rate within the first couple of days. No ISP has any control over that unfortunately, just leave you modem/router on 24/7 and it will go up as quick as it will go.
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.
mlpoulton
Dabbler
Posts: 21
Registered: 12-07-2012

Re: New Customer but VERY Slow

Thanks for the information.
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.
Community Veteran
Posts: 26,533
Thanks: 774
Fixes: 9
Registered: 10-04-2007

Re: New Customer but VERY Slow

What does https://portal.plus.net/my.html?action=stable_rate say for your current line speed?
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 (£13/month)
Mobile: iD mobile (£4/month)
jojopillo
Grafter
Posts: 9,786
Registered: 16-06-2010

Re: New Customer but VERY Slow

Hi mlpoulton,
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 Smiley
SpencerUk
Grafter
Posts: 65
Registered: 10-06-2011

Re: New Customer but VERY Slow

@mlpoulton
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 Smiley