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PlusNet Speed only 50% of Speed Delivered by O2

silvershark
Newbie
Posts: 6
Registered: 10-10-2013

PlusNet Speed only 50% of Speed Delivered by O2

I’m a very disappointed newcomer to PlusNet.  I recently switched from O2/Sky to PlusNet because I wasn’t happy with the deal being offered by Sky to O2 customers.  My gripe is that the broadband speed being achieved from PlusNet is 50% of what I was getting from O2.  I'm only 729 metres from the exchange. 
The uswitch.com website shows two other PlusNet users in the same vicinity: one registering 10.3Mbps and the other showing 7.1Mbps.  The best we’ve been able to obtain is 3.17Mbps.  I have speed test results showing broadband performance figures for both PlusNet and O2.  The PlusNet connection has been up now for well over a week and I’ve rebooted the router at least four times during this period but the download speed has not improved one iota.
Can anything be done to improve on this? 
Can anyone explain why this might be happening?

Thanks
12 REPLIES
Community Gaffer
Community Gaffer
Posts: 17,650
Thanks: 642
Fixes: 162
Registered: 05-04-2007

Re: PlusNet Speed only 50% of Speed Delivered by O2

With the proximity to the exchange and the attenuation of your line, you're getting much lower than I'd expect.
The sync rate (connection speed between router and exchange) is only 3967, with an SNR of 3.8 and attenuation of 37.5.
When you're rebooting the router, are you logging in and pressing 'disconnect' first? If not, I'd suggest doing so. In fact can you do that asap and let me know when it's done and I'll run another line test.
Also, what's your internal setup like? Are you in to the master socket, with a single filter using no extension leads?
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
silvershark
Newbie
Posts: 6
Registered: 10-10-2013

Re: PlusNet Speed only 50% of Speed Delivered by O2

OK, rebooted router and then logged in to router and reconnected.  Not sure whether this was the right sequence. 
As for the setup, it's as you outlined.
Thanks
Community Gaffer
Community Gaffer
Posts: 17,650
Thanks: 642
Fixes: 162
Registered: 05-04-2007

Re: PlusNet Speed only 50% of Speed Delivered by O2

Thanks, something is definitely amiss as the speed is far lower than I'd expect. I can see you started to go through the questions at faults.plus.net - could you finish them and I'll then get one of the faults team to pick this up.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
silvershark
Newbie
Posts: 6
Registered: 10-10-2013

Re: PlusNet Speed only 50% of Speed Delivered by O2

Fault log completed.  Over to you.
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: 13-07-2012

Re: PlusNet Speed only 50% of Speed Delivered by O2

Got it, we'll be back in-touch once your line has been tested.
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: 13-07-2012

Re: PlusNet Speed only 50% of Speed Delivered by O2

We've updated your ticket asking for your availability for an engineer visit.
silvershark
Newbie
Posts: 6
Registered: 10-10-2013

Re: PlusNet Speed only 50% of Speed Delivered by O2

Would this be a PlusNet engineer or a BT engineer?
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: 13-07-2012

Re: PlusNet Speed only 50% of Speed Delivered by O2

It would be a BT Openreach engineer.
silvershark
Newbie
Posts: 6
Registered: 10-10-2013

Re: PlusNet Speed only 50% of Speed Delivered by O2

Time slots:
Monday 14th:  1pm - 6pm
Tuesday 15th: 1pm - 6pm
Wednesday 16th: 1pm - 6pm
Thanks,
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: 18-07-2007

Re: PlusNet Speed only 50% of Speed Delivered by O2

Hi silvershark,
That's been booked in for you for Monday afternoon (14th) between 1pm and 6pm, hope the engineer gets things sorted for you. I'll update your ticket with this information as well.
silvershark
Newbie
Posts: 6
Registered: 10-10-2013

Re: PlusNet Speed only 50% of Speed Delivered by O2

Speed issue now resolved.  Complication due to two numbers on same physical line.
This can now be closed.
Many thanks for your help.
Community Gaffer
Community Gaffer
Posts: 17,650
Thanks: 642
Fixes: 162
Registered: 05-04-2007

Re: PlusNet Speed only 50% of Speed Delivered by O2

That'd certainly explain the test errors we saw, great to hear it's sorted now for you and thanks for letting us know.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff