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New customer having connection, speed issues, struggling with the Troubleshooter

Hullhousehold
Newbie
Posts: 4
Registered: 03-12-2015

New customer having connection, speed issues, struggling with the Troubleshooter

Hello
We recently joined Plusnet from Sky.  Since joining we have been having some connection issues - I have noticed connection drops around once per day, sometimes more frequently, the troubleshooter indicates that they have noticed that the connection drops at least twice a day.  In addition our speed was slower than what we got with Sky - now usually slightly less than 0.8Mbps where it previously was close to or above 1 Mbps. 
We waited until our initial 10 days were up in the hope the things would improve, but they didn't.
I therefore tried to use the Broadband Troubleshooter, however the tests given seemed difficult to apply.  I could verify that my connection still worked when I used a different router or plugged it into the test socket and that the speed I was getting was no faster but I couldn't really tell if the connection issues continued because the fault is rather infrequent.  So I don't really understand how I am to proceed since I cannot find an appropriate answer to the questions in the Troubleshooter.
Do I need to have my router connected via the test socket for potentially a couple of days in order to see that the connection issues persist?  And the same with the various other tests?
While trying our old router, I was automatically logged into Sky.  I was surprised to notice that it worked, and that the connection was faster (at 0.96 Mbps) than I get from Plusnet. 
7 - Data rate: 648/979
8 - Maximum data rate: 864/1292
9 - Noise margin: 5.3/9.4
10 - Line attenuation: 33.9/66.0
According to BT Wholesale site
IP Profile for your line is - 0.86 Mbps
Upstream Rate IP profile on your line is - 0.83 Mbps
Thanks for any help
2 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 13,322
Thanks: 223
Fixes: 65
Registered: 27-04-2007

Re: New customer having connection, speed issues, struggling with the Troubleshooter

Hi there,
I've just taken a look into this and I can see there was a speight of disconnection yesterday evening, however things seem to have settled down since.
Did you make any changes to the set up before that?
If the problem is either continuing from your point of view or becomes apparent again I'd see if you can stay connected to the test socket for at a few hours so we can check the connection logs and see if anything looks different:
<img src="http://community.plus.net/visualradius/generated/image14491596487088.png"/>
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Hullhousehold
Newbie
Posts: 4
Registered: 03-12-2015

Re: New customer having connection, speed issues, struggling with the Troubleshooter

The disconnections last night would presumably be because I was attempting to carry out the tests in the Broadband troubleshooter.
We haven't made any changes to the setup since we switched to Plusnet on the 20th of November and started using your router, except that we plugged in a freesat+ box via ethernet on saturday 31st, and the issues of slow speed and occasionally losing connection seemed to exist before then.
I haven't noticed any disconnections today, but the speed continues to be poor.