Slow Broadband
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- Re: Slow Broadband
a week ago
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Hello. I have very slow broadband.
Download speed according to the test at speedtest.btwholesale.com is 0.97 Mbps.
I have basic broadband with a Plusnet landline. I live next door to the telephone exchange.
What is the problem; is it the router?
Fixed! Go to the fix.
Re: Slow Broadband
a week ago
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@james18472 In answer to your final question - most definitely not.
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 the only option is to call Plusnet - 0330 123 9123
a week ago
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How is your line performing?
Please post your router stats (include line speed, attenuation, SNRM, uptime and if available, error counts); for PN 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, download the .PDF report and post the results here. DO NOT REBOOT the router!
Check the Plusnet user portal for the "Current Line Speed" which is relevant to users with static IP addresses.
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.
Re: Slow Broadband
a week ago
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Thank you for your replies.
These are the router stats:
Current Rate(kbps)
Upstream 1139
Downstream 1152
Line Attenuation(dB) 7.2 12
SNR Margin(dB) 10 44.3
Errors(pkts) 38 3285
BT Wholesale Test
Summary of Performance Test
Ping
0 Ms
Download
0.59 Mbps
Upload
0.93 Mbps
Advance Test
Download Test
Download speed achieved during the test was 0.59 Mbps
For your connection, the acceptable range of speeds is 0.4 - 1 Mbps
IP Profile for your line is 1.01 Mbps
0.59 Mbps
1 Mbps
Upload Test
Upload speed achieved during the test was 0.93 Mbps
IP Profile for your line is 0.83 Mbps
0.93 Mbps
0.83 Mpbs
Summary Advanced Test
We were unable to identify any performance problem with your service at this time.
It is possible that any problem you have experienced may have been caused by traffic congestion or by a server responding slowly.
Please visit the "SpeedTest Guidance" for more information.
I have texted a phone fault, but have not received a reply.
Re: Slow Broadband
a week ago
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Do you have noise on your phone? If so, then there is a phone fault, if not the fault is on the broadband side.Your SNR margin very strongly suggests there is a fault, which needs investigation.
Re: Slow Broadband
Wednesday - last edited Wednesday
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Thank you for the help.
The engineer vested today, He changed the master socket and got the telephone exchange to reset the line, and the broadband is now working perfectly.
Also I wanted to put both posters as providing an a fix, but it only let me do one!
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