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Request to PlusNet to adjust my line please

FIXED
very452001
Grafter
Posts: 192
Thanks: 4
Registered: 14-02-2015

Request to PlusNet to adjust my line please

Hi PlusNet Staff,

 

Can you please increase my line speed back to normal because its around 2mb slower than normal as mentioned in this thread post 22:

https://community.plus.net/t5/My-Router/BT-Home-Hub-5-Type-B-on-PlusNet/m-p/1342108#M481

 

Also what profile am I on at the moment? I like to be on a profile best suited for online gaming.

 

Thank you,

34 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 517
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Registered: 02-03-2015

Re: Request to PlusNet to adjust my line please

Hi very452001,

Thank you for getting in contact with us over the forums. If you are looking to game online I would recommend looking at upgrading to one of our fibre packages which are available to you.

If this post resolved your issue please click the 'This fixed my problem' button
 Ben Babinski
 Plusnet Help Team
Plusnet Help Team
Plusnet Help Team
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Registered: 05-04-2007

Re: Request to PlusNet to adjust my line please

Your line is syncing lower than I'd expect, it's also erroring quite frequently.

 

Lowering the SNR or removing interleaving really isn't an option with the line performing so poorly.

 

It's currently well below the estimates so I'd advise reporting a fault.

 

  Upstream DSL Link Information Downstream DSL Link Information
Loop Loss: 19.6 32.0
SNR Margin: 5.9 5.9
Errored Seconds: 13 46
HEC Errors: 0  
Cell Count: 61176 228666
Speed: 720 6932
 
Maximum Stable Rate (KBPS): 12480 Fault Threshold Rate (KBPS): 9984
Mean Time Between Retrains (Seconds): 17240 Mean Time Between Errors Upstream (Seconds): 204
Indicative Line Quality: A Mean Time Between Errors Downstream (Seconds): 11
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Help Team
very452001
Grafter
Posts: 192
Thanks: 4
Registered: 14-02-2015

Re: Request to PlusNet to adjust my line please

I would love to but cant afford Fibre.

very452001
Grafter
Posts: 192
Thanks: 4
Registered: 14-02-2015

Re: Request to PlusNet to adjust my line please

Thanks for the diagnostic results. Can you report the fault for me on my behalf please or what faults shall I mention to PlusNet when reporting the faults?

Plusnet Help Team
Plusnet Help Team
Posts: 17,636
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Registered: 05-04-2007

Re: Request to PlusNet to adjust my line please

If you go through https://faults.plus.net - go through the options for slow speed.

If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Help Team
very452001
Grafter
Posts: 192
Thanks: 4
Registered: 14-02-2015

Re: Request to PlusNet to adjust my line please

Strangely after reporting the fault as advised my phone line is not even working. Not even a dial tone and my internet has gone way slower.

 

Please help Sad

very452001
Grafter
Posts: 192
Thanks: 4
Registered: 14-02-2015

Re: Request to PlusNet to adjust my line please

I had to report another fault.

 

What is going on?

Plusnet Help Team
Plusnet Help Team
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Re: Request to PlusNet to adjust my line please

OK from checking the fault there is an estimated response time from our suppliers of the 29/06/16. We will have an update on the fault on the 30/06/16

If this post resolved your issue please click the 'This fixed my problem' button
 Ben Babinski
 Plusnet Help Team
very452001
Grafter
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Registered: 14-02-2015

Re: Request to PlusNet to adjust my line please

Ok cheers for the update, however in the meantime how come the problem got worse straight away after the 1st fault was reported and fixed resulting in me reporting this 2nd fault.

 

 

 

Moderator
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Registered: 06-04-2007

Re: Request to PlusNet to adjust my line please

Moderator's note by Mike (Mav)

I have unfixed the thread as the fault has not yet been resolved.

Forum Moderator and Customer
Courage is resistance to fear, mastery of fear, not absence of fear - Mark Twain
He who feared he would not succeed sat still

very452001
Grafter
Posts: 192
Thanks: 4
Registered: 14-02-2015

Re: Request to PlusNet to adjust my line please

Many thanks for updating the thread to the correct status.

very452001
Grafter
Posts: 192
Thanks: 4
Registered: 14-02-2015

Re: Request to PlusNet to adjust my line please

Engineer came earlier today to sort out 2nd reported fault outside my house. So far the phone line has come back and I got the dial tone however my Internet speeds are still super slow at 4mb instead of the usual 13mb I use to normally get.

 

Why is that?

Plusnet Help Team
Plusnet Help Team
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Re: Request to PlusNet to adjust my line please

I'm just taking a look now.

If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Help Team
Plusnet Help Team
Plusnet Help Team
Posts: 17,636
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Registered: 05-04-2007

Re: Request to PlusNet to adjust my line please

As I suspected, we just needed to reset your line following the engineer visit. If you try a single disconnect/reconnect you should see an improvement.

If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Help Team