Poor broadband performance
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Poor broadband performance
30-05-2018 11:51 AM
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I was a BT customer for a very long time and never had any issues with broadband performance. I moved to Plusnet simply on price however the performance/stability of my broadband has been terrible. Using a basic "speedtest" site, I was getting ping times of 300+ ms, download speeds of around 1Mbps and upload speeds of 0.26Mpbs this morning. Activities such as streaming music via an Amazon Echo is failing.
I tried to contact customer services but the wait times were 30+ minutes which I cannot do at the moment...I guess Plusnet either have a lot of problems or too few staff.
Can anyone suggest where I can start looking to try and resolve the problems? Or it is a case of getting what I pay for?
Re: Poor broadband performance
30-05-2018 12:06 PM
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My suggestion: - look here: https://community.plus.net/t5/Broadband/ADSL-Speed-faults/m-p/1270245#M297501
Re: Poor broadband performance
30-05-2018 1:43 PM
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Sorry to hear you're having issues.
Our tests aren't showing any issues and from what we can see you should be getting speeds around 14mbps.
Are you connecting over a wired or wireless connection? If wireless can you try a wired connection to see if that has the same issues?
Re: Poor broadband performance
30-05-2018 4:53 PM
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Some of my devices are wired. When the performance drops, all devices - wired or wireless - go slow/stop. This morning, I had a period of 2 hours where the internet was unusable - nothing would respond and sites would time out - I couldn't even register for this support forum as the Captcha check kept failing to respond.
This happens more often during weekends - the last bank holiday was particularly bad. I expect performance to drop during peak times but it never got to the point of it being unusable with BT unlike it is with Plusnet.
I will check some of the points in the other response and report back.
Re: Poor broadband performance
31-05-2018 12:50 PM
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Thanks for the extra information.
If you still have the BT HomeHub you can use that to connect to us by going through the instructions here
Re: Poor broadband performance
01-06-2018 3:26 PM
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With using the the BT Home Hub 4.0 be any better than using the one that Plusnet provided?
Re: Poor broadband performance
01-06-2018 4:37 PM
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The performance should be the same but it may be worth changing the wireless channel if you haven't done so already
We have instructions on how to do this here
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