New fibre install - speed drop
Thanks Chris 
I shall wait and see what the engineer can do, and see how things are over the weekend before reporting back.
I shall wait and see what the engineer can do, and see how things are over the weekend before reporting back.
Thought now that the weekend is out of the way I would provide an update.
My speeds have not recovered at all, and still sit where they were at the beginning of last week. An engineer has apparently been to the cabinet and either found a fault or not (depending on whether the response to the ticket or my voicemail is accurate). I have provided some dates for when I can have an engineer attend my property the early part of this week, as I would like this resolved as quickly as possible as I don't want the issue to drag on.
I also had some issues over the weekend when watching iPlayer, or films on Amazon/Lovefilm (whatever they're called now!). I watched Top Gear on iPlayer and that buffered perhaps half a dozen times, and the film I watched, which was only 30 minutes, the fibre broadband didn't seem to be able to cope and required buffering 3 times. I would imagine even with 50mbps down, buffering should not be an issue. This points to a definite issue and I would appreciate some assistance here to get this stepped on ASAP.
I still suspect a line issue, but if I'm wrong I'll eat the packet of chocolate biscuits I just bought...
Thank you
My speeds have not recovered at all, and still sit where they were at the beginning of last week. An engineer has apparently been to the cabinet and either found a fault or not (depending on whether the response to the ticket or my voicemail is accurate). I have provided some dates for when I can have an engineer attend my property the early part of this week, as I would like this resolved as quickly as possible as I don't want the issue to drag on.
I also had some issues over the weekend when watching iPlayer, or films on Amazon/Lovefilm (whatever they're called now!). I watched Top Gear on iPlayer and that buffered perhaps half a dozen times, and the film I watched, which was only 30 minutes, the fibre broadband didn't seem to be able to cope and required buffering 3 times. I would imagine even with 50mbps down, buffering should not be an issue. This points to a definite issue and I would appreciate some assistance here to get this stepped on ASAP.
I still suspect a line issue, but if I'm wrong I'll eat the packet of chocolate biscuits I just bought...
Thank you
After a lengthy engineer visit it seems my issues have been resolved.
The major part of the problem was a fault with my line (I'm sure that's what I said!) where the connections of the pole had corroded so badly that, through the engineers kit you could hear loud popping and crackling (I use a cordless DECT 'phone, so I didn't hear it). This also returned lots of amber and reds on his handheld terminal. After this was replaced on the pole the noise cleared. A reset was requested on the FTTC service, which... made no difference. Odd. We both chatted about how strange that was given that I can see the cabinet if I walk about 15 paces from my front door. The engineer decided to investigate at the cabinet. After testing speed at the cab (full speed available, so no fault) I was swapped to a different pair, and the speed tested again.
Success, this time I was back to the speed I had just after the install. The engineer did a great job, and kept trying different things even after the apparent line fault was fixed, to restore the speed. The only downside is that whilst BT see my profile as somewhere around 76mbps, the PlusNet side is blocked at 52 the moment. Could someone reset this please?
This makes me feel somewhat vindicated that all the times I spoke to Plusnet about speed issues on ADSL2+ there was actually a line issue (indicated by a wildly erratic SNR fluctuation, and lots of errors), but no-one wanted to take my word for it. I guess it's fixed now, so that's all that matters
If someone could let me know when my profile has been corrected, that would be appreciated.
The major part of the problem was a fault with my line (I'm sure that's what I said!) where the connections of the pole had corroded so badly that, through the engineers kit you could hear loud popping and crackling (I use a cordless DECT 'phone, so I didn't hear it). This also returned lots of amber and reds on his handheld terminal. After this was replaced on the pole the noise cleared. A reset was requested on the FTTC service, which... made no difference. Odd. We both chatted about how strange that was given that I can see the cabinet if I walk about 15 paces from my front door. The engineer decided to investigate at the cabinet. After testing speed at the cab (full speed available, so no fault) I was swapped to a different pair, and the speed tested again.
Success, this time I was back to the speed I had just after the install. The engineer did a great job, and kept trying different things even after the apparent line fault was fixed, to restore the speed. The only downside is that whilst BT see my profile as somewhere around 76mbps, the PlusNet side is blocked at 52 the moment. Could someone reset this please?
This makes me feel somewhat vindicated that all the times I spoke to Plusnet about speed issues on ADSL2+ there was actually a line issue (indicated by a wildly erratic SNR fluctuation, and lots of errors), but no-one wanted to take my word for it. I guess it's fixed now, so that's all that matters
If someone could let me know when my profile has been corrected, that would be appreciated.
Hi austinsom,
Glad to hear the engineers visit went well! I've corrected your connection profile on your account so you should start to see an increase in speeds shortly. Log-in to your router and press the disconnect button and then press the connect button and that should do the job!
Thanks for letting us know that it all went well!
Glad to hear the engineers visit went well! I've corrected your connection profile on your account so you should start to see an increase in speeds shortly. Log-in to your router and press the disconnect button and then press the connect button and that should do the job!
Thanks for letting us know that it all went well!
Well it appears I spoke too soon. I have the same problem back again, massive loss of speed (relatively) from the estimate I was given when I signed up of 78mbps, to an actual speedtest result of 57.84. The BT speedtester says this is not an acceptable speed for me, so I will be ringing to raise a ticket, but as this is the second time in a week, I would like someone to pick this up and follow the progress, as there is clearly something very wrong here.
I have had results as low as 40mbps (I am led to belive these are logged, so PN staff should have access to them). I just want to get to the bottom of this issue ASAP, as when the engineer was last here, testing at my modem, he was getting 76mbps. So in two days I have lost 1/3 of that speed. Upstream is Impacted as well, down to 11mbps, was a smudge under 19mbps when installed, and download speeds were 73-74mbps for about a week following the install. Since then, I've had this.
Test result:
1. Best Effort Test: -provides background information.
Download Speed
57.84 Mbps
0 Mbps 59.69 Mbps
Max Achievable Speed
Download speedachieved during the test was - 57.84 Mbps
For your connection, the acceptable range of speedsis 60 Mbps-59.69 Mbps .
Additional Information:
IP Profile for your line is - 59.69 Mbps
2. Upstream Test: -provides background information.
Upload Speed
11.63 Mbps
0 Mbps 20 Mbps
Max Achievable Speed
Upload speed achieved during the test was - 11.63Mbps
Additional Information:
Upstream Rate IP profile on your line is - 20 Mbps
This test was not conclusive and further testing is required. This might be useful for your Broadband Service Provider to investigate the fault.
Before anyone asks, this was tested over a wired connection, no extensions leads etc. So something is definitely broken somewhere.
To top matters off, the fault was closed without any further word
3 weeks with fibre, 2 weeks with problems - do I get a refund?
45 minutes later, still on HOLD
After an hour and 10 minutes (most of which time I was on hold, still on the plus side I revisted some 90's music
), the old ticket has been re-opened and passed back to the 'faults pool' let's hope it doesn't drown in there...
I have had results as low as 40mbps (I am led to belive these are logged, so PN staff should have access to them). I just want to get to the bottom of this issue ASAP, as when the engineer was last here, testing at my modem, he was getting 76mbps. So in two days I have lost 1/3 of that speed. Upstream is Impacted as well, down to 11mbps, was a smudge under 19mbps when installed, and download speeds were 73-74mbps for about a week following the install. Since then, I've had this.
Test result:
1. Best Effort Test: -provides background information.
Download Speed
57.84 Mbps
0 Mbps 59.69 Mbps
Max Achievable Speed
Download speedachieved during the test was - 57.84 Mbps
For your connection, the acceptable range of speedsis 60 Mbps-59.69 Mbps .
Additional Information:
IP Profile for your line is - 59.69 Mbps
2. Upstream Test: -provides background information.
Upload Speed
11.63 Mbps
0 Mbps 20 Mbps
Max Achievable Speed
Upload speed achieved during the test was - 11.63Mbps
Additional Information:
Upstream Rate IP profile on your line is - 20 Mbps
This test was not conclusive and further testing is required. This might be useful for your Broadband Service Provider to investigate the fault.
Before anyone asks, this was tested over a wired connection, no extensions leads etc. So something is definitely broken somewhere.
To top matters off, the fault was closed without any further word
3 weeks with fibre, 2 weeks with problems - do I get a refund?
45 minutes later, still on HOLD
After an hour and 10 minutes (most of which time I was on hold, still on the plus side I revisted some 90's music
), the old ticket has been re-opened and passed back to the 'faults pool' let's hope it doesn't drown in there...
Hi Austinsom,
Sorry that's still an issue for you.
I'm logging a new fault with BT and don't mind taking ownership of your fault, I can see it would be helpful for one of us to do that at this stage.
Can you run a new set of tests on http://speedtest.btwholesale.com/ ASAP please?
Sorry that's still an issue for you.
I'm logging a new fault with BT and don't mind taking ownership of your fault, I can see it would be helpful for one of us to do that at this stage.
Can you run a new set of tests on http://speedtest.btwholesale.com/ ASAP please?
Hello Adam,
Thank you for picking this up
Whilst I don't want to be seen to complain about the speeds I am getting, which are reasonable enough, in my experience once the speed starts to fall it just keeps going on down. I therefore want to get this sorted out ASAP. I signed up based on the 78mbps estimate, so t be getting a full third less than that, I must admit I feel somewhat cheated (I'm sure PlusNet wouldn't be impressed if I decided to pay a third less on my bill
). I know the line is good for virtually that speed, as I had that for a week following the install, until it suddenly dropped.
I have run a new sppedtest as requested, and things are still the same. For a comparison I did a speedtest on speedtest.net, and the speed is very choppy, there is no constant speed, it yo-yos a lot.
I have also had issues using my tablet and 'phone over wireless when a film is being streamed. Both slow to a crawl. I had no issues with this on the old ADSL2+ service.
I realise I may be stuck with this issue over the weekend now, so in the event an engineer is required, anytime Tuesday or Wednesday next week.
Thank you.
Thank you for picking this up
Whilst I don't want to be seen to complain about the speeds I am getting, which are reasonable enough, in my experience once the speed starts to fall it just keeps going on down. I therefore want to get this sorted out ASAP. I signed up based on the 78mbps estimate, so t be getting a full third less than that, I must admit I feel somewhat cheated (I'm sure PlusNet wouldn't be impressed if I decided to pay a third less on my bill
). I know the line is good for virtually that speed, as I had that for a week following the install, until it suddenly dropped.I have run a new sppedtest as requested, and things are still the same. For a comparison I did a speedtest on speedtest.net, and the speed is very choppy, there is no constant speed, it yo-yos a lot.
I have also had issues using my tablet and 'phone over wireless when a film is being streamed. Both slow to a crawl. I had no issues with this on the old ADSL2+ service.
I realise I may be stuck with this issue over the weekend now, so in the event an engineer is required, anytime Tuesday or Wednesday next week.
Thank you.
