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Pathetic Plusnet speed

rminson
Newbie
Posts: 1
Registered: ‎23-12-2012

Pathetic Plusnet speed

I've given up trying, two months of trying to get a reasonable download speed from Plusnet (4 to 8 mbs) ,  complete waste of time trying to get help, today's reading 0.41.  Roll on March, I'm off.  Roy
7 REPLIES
grahamholmes
Grafter
Posts: 78
Registered: ‎06-12-2012

Re: Pathetic Plusnet speed

What has PN done to resolve the fault so far?
Moderator
Moderator
Posts: 27,096
Thanks: 1,802
Fixes: 148
Registered: ‎14-04-2007

Re: Pathetic Plusnet speed

Welcome to the forum rminson Smiley
Would you like to post some stats from your router and from here https://portal.plus.net/my.html?action=data_transfer_speed

Customer and Forum Moderator. Windows 10 Firefox 62.0.3 (64-bit)

will2012
Grafter
Posts: 110
Registered: ‎03-12-2012

Re: Pathetic Plusnet speed

I was connected at 7770kbps with 5db margin yesterday, now its 3048kbps with 0.4db margin. I expect it to disconnect any second now and reconnect even lower. I am still awaiting a reply to the latest fault, but they have been ongoing since the beginning of December. Also, my Plusnet profile is lower than my BT speed checker one, and has been for several days. I let them know, replied today to my ticket refusing to update it stating my router was at fault for giving them misleading information?
Luckily I am not on a contract. Sky have unbundled my exchange recently but I'll research them after Christmas. They have always been good with the TV service, but what they're like with telephone and broadband I'll have to research.
I understand a fault is a fault, and try to be fair but after many weeks patience begins to wear thin.
- for information, I disconnected twice whilst writing this.
Community Veteran
Posts: 26,722
Thanks: 936
Fixes: 10
Registered: ‎10-04-2007

Re: Pathetic Plusnet speed

Are you connected to the test socket?
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)
Community Gaffer
Community Gaffer
Posts: 13,498
Thanks: 1,230
Fixes: 97
Registered: ‎04-04-2007

Re: Pathetic Plusnet speed

Quote from: rminson
I've given up trying, two months of trying to get a reasonable download speed from Plusnet (4 to 8 mbs) ,  complete waste of time trying to get help, today's reading 0.41.  Roll on March, I'm off.  Roy

It's almost certainly the result of all of the disconnections on your line (although seems to have been stable for over a day now):
Session Started	Session Ended	Session Duration
11:19 27/Dec/2012 N/A One Day, 5:39:53 (on going)
11:02 27/Dec/2012 11:17 27/Dec/2012   0:14:58
19:26 24/Dec/2012 10:39 27/Dec/2012 2 Days, 15:12:36
19:19 24/Dec/2012 19:25 24/Dec/2012   0:5:41
19:24 23/Dec/2012 19:18 24/Dec/2012   23:54:29
19:16 23/Dec/2012 19:22 23/Dec/2012   0:6:6
18:56 23/Dec/2012 19:15 23/Dec/2012   0:19:27
15:40 23/Dec/2012 18:55 23/Dec/2012   3:14:59
13:45 23/Dec/2012 15:38 23/Dec/2012   1:53:4
13:34 23/Dec/2012 13:44 23/Dec/2012   0:10:16
10:36 23/Dec/2012 13:33 23/Dec/2012   2:56:28
11:21 22/Dec/2012 10:31 23/Dec/2012   23:10:18
17:14 21/Dec/2012 11:19 22/Dec/2012   18:5:16
09:11 21/Dec/2012 17:13 21/Dec/2012   8:2:14
15:46 20/Dec/2012 09:10 21/Dec/2012   17:23:42

This is playing hell with BT Wholesale's line profiling systems and seriously limiting your speed. I can see you've raised a few faults with us but none have really been carried through to resolution? Ideally you'd need to be plugged into your main socket for a number of days to see if the drops continue. If they do then we need to get an Openreach engineer out as we almost did a while back. If they don't then it's your extension wiring, or some aspect of it, that's at fault.
Only once the line's stable can we look at sorting out the profiling. As long as the drops continue you're going to have problems.
Quote from: will2012
I was connected at 7770kbps with 5db margin yesterday, now its 3048kbps with 0.4db margin. I expect it to disconnect any second now and reconnect even lower. I am still awaiting a reply to the latest fault, but they have been ongoing since the beginning of December. Also, my Plusnet profile is lower than my BT speed checker one, and has been for several days. I let them know, replied today to my ticket refusing to update it stating my router was at fault for giving them misleading information?

Another problem with the line dropping connection:
Session Ended	Session Duration
N/A   6:9:35 (on going)
10:55 28/Dec/2012   20:40:39
14:13 27/Dec/2012   0:13:49
13:57 27/Dec/2012 2 Days, 2:5:59
11:47 25/Dec/2012   0:1:24
11:44 25/Dec/2012   1:1:30
10:41 25/Dec/2012   0:0:9
10:34 25/Dec/2012   0:4:11
10:29 25/Dec/2012   0:19:40
10:08 25/Dec/2012   0:9:37
09:57 25/Dec/2012   0:26:1
09:30 25/Dec/2012   0:0:53
09:28 25/Dec/2012   0:13:48
09:11 25/Dec/2012   0:7:51
08:39 25/Dec/2012   0:16:34
08:22 25/Dec/2012   0:4:10
08:15 25/Dec/2012   13:0:51

Your line was 'banded' at ~3mbps because of drops like this. It set the IP profile to 2707kbps where is looks like it's sitting at the moment. I can see a request has been submitted to reset the line attributes again. You're synchronised higher but still have a low IP profile looking at the information this side.
I'd be interested in what a BT Speedtest tells you about you line profile?
Having briskly read through your tickets I think we need to get to the bottom of what's causing the disconnections rather than fiddle with interleaving/line resets (I think your line would be better off with interleaving on BTW in its current state).
Feel free to let me know how things pan out over the coming days and I'll do my best to help get to the bottom of the problem ...

Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵

Fireant
Grafter
Posts: 159
Registered: ‎03-11-2012

Re: Pathetic Plusnet speed

Poor Excuse From Crap BT if you in the range of acceptable speed  they cant log a fault with Crap BT because you in the range but im sure BT cap speeds using there crap gear in there exchange .
will2012
Grafter
Posts: 110
Registered: ‎03-12-2012

Re: Pathetic Plusnet speed

Quote from: Bob
Quote from: rminson
I've given up trying, two months of trying to get a reasonable download speed from Plusnet (4 to 8 mbs) ,  complete waste of time trying to get help, today's reading 0.41.  Roll on March, I'm off.  Roy

It's almost certainly the result of all of the disconnections on your line (although seems to have been stable for over a day now):
Session Started	Session Ended	Session Duration
11:19 27/Dec/2012 N/A One Day, 5:39:53 (on going)
11:02 27/Dec/2012 11:17 27/Dec/2012   0:14:58
19:26 24/Dec/2012 10:39 27/Dec/2012 2 Days, 15:12:36
19:19 24/Dec/2012 19:25 24/Dec/2012   0:5:41
19:24 23/Dec/2012 19:18 24/Dec/2012   23:54:29
19:16 23/Dec/2012 19:22 23/Dec/2012   0:6:6
18:56 23/Dec/2012 19:15 23/Dec/2012   0:19:27
15:40 23/Dec/2012 18:55 23/Dec/2012   3:14:59
13:45 23/Dec/2012 15:38 23/Dec/2012   1:53:4
13:34 23/Dec/2012 13:44 23/Dec/2012   0:10:16
10:36 23/Dec/2012 13:33 23/Dec/2012   2:56:28
11:21 22/Dec/2012 10:31 23/Dec/2012   23:10:18
17:14 21/Dec/2012 11:19 22/Dec/2012   18:5:16
09:11 21/Dec/2012 17:13 21/Dec/2012   8:2:14
15:46 20/Dec/2012 09:10 21/Dec/2012   17:23:42

This is playing hell with BT Wholesale's line profiling systems and seriously limiting your speed. I can see you've raised a few faults with us but none have really been carried through to resolution? Ideally you'd need to be plugged into your main socket for a number of days to see if the drops continue. If they do then we need to get an Openreach engineer out as we almost did a while back. If they don't then it's your extension wiring, or some aspect of it, that's at fault.
Only once the line's stable can we look at sorting out the profiling. As long as the drops continue you're going to have problems.
Quote from: will2012
I was connected at 7770kbps with 5db margin yesterday, now its 3048kbps with 0.4db margin. I expect it to disconnect any second now and reconnect even lower. I am still awaiting a reply to the latest fault, but they have been ongoing since the beginning of December. Also, my Plusnet profile is lower than my BT speed checker one, and has been for several days. I let them know, replied today to my ticket refusing to update it stating my router was at fault for giving them misleading information?

Another problem with the line dropping connection:
Session Ended	Session Duration
N/A   6:9:35 (on going)
10:55 28/Dec/2012   20:40:39
14:13 27/Dec/2012   0:13:49
13:57 27/Dec/2012 2 Days, 2:5:59
11:47 25/Dec/2012   0:1:24
11:44 25/Dec/2012   1:1:30
10:41 25/Dec/2012   0:0:9
10:34 25/Dec/2012   0:4:11
10:29 25/Dec/2012   0:19:40
10:08 25/Dec/2012   0:9:37
09:57 25/Dec/2012   0:26:1
09:30 25/Dec/2012   0:0:53
09:28 25/Dec/2012   0:13:48
09:11 25/Dec/2012   0:7:51
08:39 25/Dec/2012   0:16:34
08:22 25/Dec/2012   0:4:10
08:15 25/Dec/2012   13:0:51

Your line was 'banded' at ~3mbps because of drops like this. It set the IP profile to 2707kbps where is looks like it's sitting at the moment. I can see a request has been submitted to reset the line attributes again. You're synchronised higher but still have a low IP profile looking at the information this side.
I'd be interested in what a BT Speedtest tells you about you line profile?
Having briskly read through your tickets I think we need to get to the bottom of what's causing the disconnections rather than fiddle with interleaving/line resets (I think your line would be better off with interleaving on BTW in its current state).
Feel free to let me know how things pan out over the coming days and I'll do my best to help get to the bottom of the problem ...

Hi Bob,
Thanks for your reply. Yes, the speed is still very low, but the banding has been removed. I have asked for interleaving to be turned on, but apparently they can't do that as its still in the 10 day training period. I dont know what the technical department are doing to resolve the disconnection issue, your guess is as good as mine. I guess we're waiting for the 10 day training period to expire.