Re: Poor Performance

number1china · ‎06-05-2016

I have been a loyal Plusnet customer for five years however, about 5 months ago we noticed a sharp decline in streaming perofrmance, not just in the evenings but all day long. We have run all diagnostics that Plusnet requested we run, we have not introduced any new or additional/increased number of devices... the problem, and there most certainly is a problem, is through no fault of our own. Have just gotten off the phone from one of the tech advises who tried to tell me that 2.3 speed was acceptable, despite being on the lower end... And that the fact that we are NOW unable to stream on one device without experiencing significant buffering (on average, 5 mins of buffering : 3 mins of play!!!) was through no fault of Plusnet. Time to change supplier.

Moderator's note by Dick (Strat) Post split to it's own topic and title adjusted.

Townman · ‎22-08-2007

@Strat, Thanks for the split.

@number1china

A warm welcome to the forums. There is a host of issues which could lead to degraded performance, from deterioration of your phone line, through to a marked increase of use of BT's infrastructure in your locality. We need to identify which issue you face...

Please perform a quiet line test - dial 17070 select option 2 using a corded phone plugged into the test socket behind the face plate of the master socket. It should be silent. A noisy phone line (or no dial tone) will have a marked adverse impact on the performance of broadband.

If the line is noisy or there is no dial tone, then a PHONE LINE fault needs to be raised with your phone provider. If this is PlusNet, you can report a fault on line using the button below.

Please post your router stats; for PN TG582n and 2704n routers use the buttons below, for other routers look at the Kitz link.

Also run a BT Wholesale speed test (ideally using an Ethernet wired PC with the WiFi turned off) then run the further diagnostics and post the results here. DO NOT REBOOT the router!

Also find your CURRENT SPEED (PlusNet line profile) from the PlusNet user portal - you will need to log in.

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.