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Slow Download Speed Assistance

RgRoyal1985
Newbie
Posts: 2
Registered: ‎19-07-2023

Slow Download Speed Assistance

Hello,

I am having no luck sending "HELP" to the contact number and have tried numerous times over the past few days, there is no reply and have tried this on more than one mobile. 

We've had this issue several times with our Broadband. The speed on the line is 32MB and we usually see 36/4 but every year it will drop and not return to normal for no reason at all. At present it sits around 24MB but bounces down to 8MB. 

We have 3 routers a TP Link, Zytel and the original Hub one and all three report the same ruling that out. We also have a new BT Faceplate fitted only last year when we had the same issue. I have also ruled out any damage to the DSL cable. I seem to remember Openreach saying something about a Join/Joint being the problem but they fixed the issue and now it's back again. 

We only have 4 months left on our contract but would still like to get this sorted out. 

Thank you!

4 REPLIES 4
jab1
Legend
Posts: 17,693
Thanks: 5,756
Fixes: 265
Registered: ‎24-02-2012

Re: Slow Download Speed Assistance

@RgRoyal1985 - welcome to the forums. As you say the auto-bot doesn't appear to be responding, maybe we should try the old-fashioned way? Which modem/router are you using at the moment? - the Hub1 would be the best in this situation as it gives all the information we need on two or three screens in an easily readable format.

John
RgRoyal1985
Newbie
Posts: 2
Registered: ‎19-07-2023

Re: Slow Download Speed Assistance

Thank you. I have the Zytel dx3300-t0 installed at the moment. The Hub One is in the loft. 

Can dig it out tomorrow if needed. Smiley

jab1
Legend
Posts: 17,693
Thanks: 5,756
Fixes: 265
Registered: ‎24-02-2012

Re: Slow Download Speed Assistance

Don't know that kit. The Hub would be best, if we are to help, as my 'help sheet' is obviously based on PN kit. I will post it below anyway - most of it can be answered without specifically needing it.

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

BT Broadband(obscuring your phone number) and BTW Performance Tester - Over a wired (Ethernet) connection if at all possible, please report the 'ADDITIONAL DIAGNOSTICS', and sight of the broadband connection status from your Hub (with the 'Username' obscured) would be a good starting point.

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

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.

John
willcutforth
Plusnet Help Team
Plusnet Help Team
Posts: 1,574
Thanks: 598
Fixes: 99
Registered: ‎27-11-2020

Re: Slow Download Speed Assistance

The speed is testing below the MGS so there is definitely a speed issue here. phone line test is clear so we need to make sure all checks are done and then book an engineer.

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