Phone or internet problem?
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Phone or internet problem?
30-06-2015 11:39 AM
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As I say, I don't know if it's my phone line or the broadband or what that's at fault. I have a 3 year old laptop, which I thought was the problem but surely it should work OK if it's plugged into the internet box using the ethernet cable?
Thanks in advance for any help, and try to remember that I don't know much about computers so please don't use big technical words or I may cry.
Linda.
xx
Re: Phone or internet problem?
30-06-2015 11:49 AM
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Can you try running through our troubleshooter using the link below
https://faults.plus.net
Re: Phone or internet problem?
30-06-2015 12:58 PM
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Re: Phone or internet problem?
30-06-2015 2:21 PM
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If you look at the graph below you can see when your connection has dropped.
So just to confirm have you swapped the microfilter and the router is connected to the main phone socket?
Re: Phone or internet problem?
30-06-2015 3:59 PM
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Just to add. I tried turning off my Now TV box to see if it made a difference, and right now my router is plugged into the test socket on my phone line (I think that's what it's called)
Re: Phone or internet problem?
30-06-2015 4:47 PM
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Re: Phone or internet problem?
30-06-2015 5:07 PM
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Re: Phone or internet problem?
30-06-2015 5:14 PM
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Re: Phone or internet problem?
30-06-2015 8:11 PM
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In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Phone or internet problem?
03-07-2015 2:39 PM
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Tony, or Matthew (whoever is on duty today) I got the new filter and have tried it out and I'm still having the same problems. I may go to visit my mum tomorrow and try my lappy with her internet to double check it's not a fault with the laptop rather than the PlusNet service. Is there anything else I can try in the mean time though?
Re: Phone or internet problem?
03-07-2015 3:33 PM
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The internet dropping when using the phone has nothing to do with your laptop, so do not
How did the fault report go? If it is not the filter, then it is the line. It would help to get a better view on your situation if you could follow the instructions in the Speed Issues thread linked to below. Please gather and post all of the requested information. The router stats will tell us how your line is doing.
Kevin
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Phone or internet problem?
03-07-2015 4:23 PM
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OK, according to your site my current line speed is 17.5 mb
The BTW Broadband performance test said:
Download speed 17.09 Mbps
Upload speed 1.07 Mbps
N Ping latency was 60.88 ms
Then I went into my router settings and got this lot.
1 - Product name: Plusnet Router
2 - Serial number: N7150291B006237
3 - Firmware version: 7.273.1_F2704N_Plusnet
4 - Board version: F@ST2704N
5 - Mode ADSL
6 - Uptime: 0 days 00:04:44
7 - Data rate: 1260/21891
8 - Maximum data rate: 1260/24232
9 - Noise margin: 6.2/3.3
10 - Line attenuation: 5.8/17.5
12 - Data sent/received: 2.9M/32.8M
20 - Broadband username:
21 - Wi-Fi network/SSID: PLUSNET-RK7393
22 - Wi-Fi connections: Enable(802.11 b/g/n(up to 144 Mb/s))20 MHz WPS enabled
23 - Wi-Fi security: WPA2
24 - Wi-Fi channel: Automatic (Smart Wireless)
25 - Firewall: Default
26 - MAC Address: 44:e9:dd:ae:b6:12
27 - Software variant Version 1.0
28 - Boot loader: 7.273.1
I've probably missed something vital, or just posted the wrong stuff altogether but I'm trying!
Re: Phone or internet problem?
03-07-2015 5:20 PM
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The line looks basically good. The synch speed is just about right on the nail for the line's length (~1.2km) / attenuation (17.5dB). It looks like your line might have just got a little faster - did you do the BT Speed test - further diagnostics (DO NOT REBOOT THE ROTER)?
The IP Profile should be around 19.3Mbps, but it might take a few hours to catch up. Please try to avoid rebooting your router - keep an eye on what happens with inbound calls.
@CRT - can you please confirm the target SNRM on this line - is it 3dB?
Kevin
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Phone or internet problem?
03-07-2015 5:31 PM
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1. Best Effort Test: -provides background information.
Download Speed
8.72 Mbps
0 Mbps 21 Mbps
Max Achievable Speed
Download speedachieved during the test was - 8.72 Mbps
For your connection, the acceptable range of speeds is 4 Mbps-21 Mbps.
IP Profile for your line is - 16.21 Mbps
2. Upstream Test: -provides background information.
Upload Speed
0.35 Mbps
0 Mbps 0.83 Mbps
Max Achievable Speed
Upload speed achieved during the test was - 0.35Mbps
Additional Information:
Upstream Rate IP profile on your line is - 0.83 Mbps
It seems that BT couldn't find a performance problem at this time so I'll give it a few hours and see if it catches up a little more. I try to avoid rebooting my router if at all possible anyway, that would be a last resort for me. Just have to wait for someone to call me now and see what happens with that...you can guarantee that nobody will call for days now I want them to. Thanks for all the help, hopefully it's all sorted now.
Re: Phone or internet problem?
03-07-2015 5:50 PM
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Thank you. Was that speed test run over a wired or a wireless connection? Was anything else running on your network?
@CRT,
I'm a bit confused by these stats - can you take a look and comment please?
Synch speed = 21.891 Mbps
Expected BT profile = 19.307 Mbps
Expected PN profile = 19.3 Mbps
Speed test reported profile = 16.21 Mbps
OP reported PN profile = 17.5 Mbps
One might expect that the PN profile still needs to catch up with the current PN profile, however the PN profile does not match the reported synch speed ... unless there has been a resynch since 16:19 today at a LOWER SPEED!
Kevin
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
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