Problem with line speed, ticket not answered, ready to terminate service
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Problem with line speed, ticket not answered, ready to terminate service
18-01-2014 1:32 PM
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I thought that maybe if I run some downloads on my laptop, I would push the ip profile higher. Hence I set about setting my laptop downloading overnight. I wake up to find that my laptop has no Internet connection yesterday morning (nothing wrong with laptop), strangely all other devices have an Internet connection, phones, iPad, PS3, EVERYTHING. On my laptop I dual boot Windows 7 and Windows 8.1. I was downloading on Windows 7, now no Internet. Tried windows 8.1, and as if by magic I have an Internet connection!
It looks like I am clearly being prevented from connecting to the Internet, which on an UNLIMITED package seems a contradiction.
Please will somebody look at this because if it isn't fixed I will ensure I leave my contract due to my fibre speed being 10mbps less than promised.
It's worth pointing out that I am a big fan of Plusnet, and I have told lots of people about how satisfied I have been in the past.
Appreciate the help if I get a reply
Re: Problem with line speed, ticket not answered, ready to terminate service
18-01-2014 5:21 PM
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Quote from: Wayne140681 It looks like I am clearly being prevented from connecting to the Internet, which on an UNLIMITED package seems a contradiction.
No you're not being prevented from connecting to the internet
Quote from: Wayne140681 strangely all other devices have an Internet connection, phones, iPad, PS3, EVERYTHING.
But you've based your conclusion on the basis of one machine out of many others?
Quote from: Wayne140681 I wake up to find that my laptop has no Internet connection yesterday morning (nothing wrong with laptop)
How have you proved there's nothing wrong with the laptop? What diagnostic data do you have to support the conclusion that the fault is down to PN and not your PC?
If this happens again, look at the output of 'ipconfig' (from a command prompt) and see if the IP address has correctly renewed.
Re: Problem with line speed, ticket not answered, ready to terminate service
18-01-2014 5:49 PM
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Now, unless you are a Plusnet employee, you have no idea what is happening to my internet, and whether or not my access is being restricted. You will notice the question above "please can somebody look at this?" this was intended for somebody that works for Plusnet that may actually be able to solve my issue.
What diagnostic data do you have to prove it's my Laptop and not Plusnet?
Now unfortunately, as i am the bill payer for my internet, with a wealth of knowledge surrounding computers and the internet, i take offence at your arrogant assumption i am some dimwit looking to blame Plusnet for something that is my fault.
Thanks again for your help
Re: Problem with line speed, ticket not answered, ready to terminate service
18-01-2014 5:54 PM
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Just to make it clear the profile of the line is set between the BT Modem and the cab by the automatic systems.
Fiddling about with the router or any of the devices in your house will have no effect on that at all
Ideally the speed test should be done with a wired connection as a wireless connection can severely impact the result
Re: Problem with line speed, ticket not answered, ready to terminate service
18-01-2014 6:29 PM
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I understand that the IP profile is configured automatically, the issue is with my being informed it had been reset 3 days ago, and there has been zero change. Initially i was quoted as being able to receive 39.9 DL, hence the issue.
Re: Problem with line speed, ticket not answered, ready to terminate service
18-01-2014 6:35 PM
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They moved you from a 40/10 product to an 80/20 which did happen because your upstream IP profile is 20Mbps and this profile is governed by the product you are on not by the actual sync speed
Now the downstream IPprofile is in fact 29.4Mbps which is a synch speed of just over 30Mbps
The question therefore isn't about the product and profile it is why are the speeds as low as they are.
The speeds are effectively set by the distance from your premises to the Cab.
Do you have any idea of the distance in your case
Re: Problem with line speed, ticket not answered, ready to terminate service
18-01-2014 6:38 PM
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Re: Problem with line speed, ticket not answered, ready to terminate service
18-01-2014 6:43 PM
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Given the 200 yds figure you should be getting much better speeds than that
Have you raised a speed fault https://faults.plus.net
Re: Problem with line speed, ticket not answered, ready to terminate service
18-01-2014 6:46 PM
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Re: Problem with line speed, ticket not answered, ready to terminate service
18-01-2014 6:53 PM
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I assume that the fault is still open as I would expect the next thing to happen is a BT Openreach engineer visit
However I am sure that there are many more knowledgeable than me in this area, specially the Digital Care Team Members on this forum, who will correct me if I am wrong
Re: Problem with line speed, ticket not answered, ready to terminate service
18-01-2014 7:01 PM
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Appreciate your input.
Re: Problem with line speed, ticket not answered, ready to terminate service
18-01-2014 7:05 PM
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Re: Problem with line speed, ticket not answered, ready to terminate service
18-01-2014 7:21 PM
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Quote from: Wayne140681 To be honest Jim, that was the conclusion that i had loosely arrived at. "Wealth of knowledge" might have been quite strongly worded due to the apparent negativity aimed at my post from the initial poster!
That'll be me then apparently - Try re-reading my reply. There's no negativity, just confirmation that PN are not cutting your Win 7 laptop off the internet. I was making no comment about your line speed issues.
I was genuinely trying to be helpful - No ISP has a mechanism that can prevent one machine (behind a NAT router) from accessing the Internet and they have no method of distinguishing between devices on your connection. Therefore the problem you have is down to your local network and Win 7 on the laptop and tests should be run to determine the problem, such as checking the IP functionality of the machine and connectivity to the router and other hosts on your network.
My advice is clearly not welcome, so I'm off
Re: Problem with line speed, ticket not answered, ready to terminate service
18-01-2014 7:26 PM
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Re: Problem with line speed, ticket not answered, ready to terminate service
18-01-2014 7:33 PM
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