Prehistoric speeds

[#1]

Been a Plusnet FTTC customer a long time.  In recent days our previously good speed has dipped to below what we had on ADSL.  Done the tests with just one PC into the modem/router.  Swapped our own modem back to the PlusNet one but that wouldn't connect at all - flashing orange light.  Changed filter, cable, the lot

On Wednesday we had no internet at all from about 4pm to 3am.   When it came back while we were asleep, it was at this new slow speed.

Can I get support via forum or text chat or email, because a hearing impairment is such that I can only hear about 1 in 3 words by voice phone and it's impossible to have a sensible conversation.  I probably just need an openreach engineer to check our phone socket installation and give us a proper master socket instead of this extension type socket they used at their last visit

[#2]

@IngeJones 

First thing to check: Is your phoneline clear? Dial 17070 (preferably from a corded phone), select option 2. Once your phone number is confirmed, there should be silence on the line except for the regular 'Quiet Line Test' message - any other noise, report a PHONE problem via: https://www.plus.net/help/report-a-problem/phone/

If the phone test passes, report a broadband problem via: https://www.plus.net/help/report-a-problem/broadband/

Let us know the result - if the tests come back as clear but you still have a problem, we need to investigate further.

The above assumes you still have 'normal' landline connection - if you have a SOGEA (internet only) one, just use the second link to report a network issue.

[#3]

The text service results in a phone call as the next step.  Is there an alternative?   

Basically you either need to supply a landline number by text or you have to ask an advisor to call you.  Last time I did that I found myself having to guess most of what she was saying.

[#4]

The text service should actually initiate an automatic set of tests, usually with a response via text.

However, if you require help from fellow Community members, maybe following the below guide will be useful. If you have reinstalled your own router, then the data requested should be available, but you will have to hunt for it - this is written assuming a PN Hub is used.

For Community members to be able to help, information from these sites, as screenshots, posted as pictures within the topic, not as attachments:-

BT Broadband Availability Checker (obscuring your phone number), where a landline phone is no longer supplied or known use the address version BT Broadband Address Availability (obscuring your address)

BTW Performance Tester - Over a wired (Ethernet) connection if at all possible, please report the 'ADDITIONAL DIAGNOSTICS'. This test is recommended to be performed with only one device connected.

Sight of the broadband connection status from your Hub (with the 'Username' obscured) would also be of help.

For the Hub One -

Navigate from the Home Screen to Troubleshooting > Helpdesk

For the Hub Two -

Navigate from the Home Screen to Advanced Settings > Technical Log > Information

Where the phone line is still active, it may also be a good idea to report the results of a Quiet Line Test - dial 17070 option 2 from a (preferably corded) phone. After the confirmation of your phone number, there should be total silence apart from the regular 'Quiet Line Test' announcement. Any other noise - report a PHONE fault first.

If you are unsure about any of the above, please just ask - I am happy to help.

[#5]

It says "We have been unable to automatch this mobile with a phone/broadband account.  Please provide a full phone number of the affected service" and then "if you don't have a phone number and still want to speak wth a plusnet agent reply ADVISOR".  Then they phone you by voice.

I've done the diagnostics. 

The Plusnet hub won't connect at all (flashing orange light), while our TP link Archer connects but at slow speeds as above 

We had been getting around 72mpbs down previously.

[#6]

OK - as I'm no longer with PN, I am not aware of the nuances/deficiencies of the system.

Can you provide the https://www.broadbandchecker.btwholesale.com/#/ADSL result as previously requested, just to confirm  expectations? (In your edit - thanks)

NOTE: It is unlikely you will get a PN Help Team response over the w/e, and only slightly more possible during the working week - staff availability on the forum is abysmal.

ADDED - I am afraid you will have to report a fault - by phone. Is there anyone who can do this for you, as you have a problem with it?

[#7]

Usually with any connection or cloud service problems, simply waiting patiently sorts it out.  Eventually someone notices and sorts it in their section of the system.  I'm inclined to sit on it another week.

[#8]

Personally, @IngeJones I wouldn't 'sit on it another week' - there is obviously a (probable) BT/OR network issue, and unless it is reported, it won't be picked up.

Is your phone silent if you connect it - press the 'send' button, if it is a DECT phone?

[#9]

@IngeJones 

When you log into your Plusnet account and go to the Manage Account settings have you entered your mobile number? If not try entering it and see if the text bot then works. 

[#10]

Well, we don't have a phone line.  I've got an old phone I can try plugging into the phone socket just in case but I'd expect to hear silence under the terms of our contract.

Baldrick, it's got my mobile number

[#11]

Ah, so you are on a SOGEA  connection - not helpful in this scenario. Suggest you try @Baldrick1 's suggestion.

If it has your mobile number, then you will have to get it reported by phone - there is no other way, and unless you report it, it will not get fixed.

[#12]

Dunno maybe I didn't format the number right - I put 07421 *******  should it be +44 7421 to be recognised?  Or maybe take out the central space...

[#13]

It should recognise a standard format number, but I suspect, like many 'features' of the PN/BT system, it is broken.

[#14]

Anyway editing the number changed nothing.  I'll just ask them to send an engineer out and he or she can test all the way back from the modem.  I don't mind paying if it turns out to be something I could have fixed here.

[#15 · Accepted solution]

That sounds like a plan. In fact it is all you can do.