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Slow Speeds after move from Sky to Plusnet

luke222010
Grafter
Posts: 28
Registered: 27-03-2013

Slow Speeds after move from Sky to Plusnet

Hi,
I joined Plusnet earlier this year after moving from sky.
When I was with Sky I was getting speeds of around 6-8Mb.
I now get a maximum of 4Mb according to the BT wholesale checker, my router and the speed test in my account.
Why would this be? I'm pretty sure it wasn't this slow to begin with, but over the last month or two I have noticed this difference.
I did message Plusnet about interleaving (not sure if this could contribute to the speed) asking them to turn it off on my account, but I got a message back saying it was already turned off even though my (Huawei) router says otherwise.
Can anyone help?
Many thanks in advance.
UPDATE: Forgot to include some stats:
I presume this is the noise margin...
Upstream line attenuation (dB) 20.7
Downstream line attenuation (dB) 37
Upstream SNR (dB) 25.1
Downstream SNR (dB) 6.4
Upstream line rate (kbit/s) 444
Downstream line rate (kbit/s) 4544
And here is some detail to prove interleaving is on:
Channel type Interleaved
Upstream interleave depth 1
Downstream interleave depth 352
44 REPLIES
NorthEasterner
Aspiring Pro
Posts: 1,867
Thanks: 51
Fixes: 3
Registered: 25-09-2012

Re: Slow Speeds after move from Sky to Plusnet

Sky and plusnet use very different technology at the exchange. Sky is a LLU provider (LLU = Local Loop Unbundling) this means they use different technology to BT, in some cases this technology is faster than BT wholesale.  TalkTalk is also a LLU provider.  Sky service could have a lighter backhaul than BT wholesale which results in faster speeds. 
Cheaper is less better.
Hope this helps
Ex Plusnet Fibre customer. BT Infinity Customer using a BT Smart Hub. If you wish to say thanks, please click the thumbs up Thumbs Up
Community Veteran
Posts: 38,460
Thanks: 1,028
Fixes: 62
Registered: 15-06-2007

Re: Slow Speeds after move from Sky to Plusnet

There is a problem with the line
When you moved from Sky did you change the router, the cable connecting the router to the phone socket or the filter
Basically you should be getting much higher speeds.
This really shouldn't have an effect given that you had much higher speeds with Sky but can you try the test socket and report the stats again preferably with a different filter and connecting lead
NorthEasterner
Aspiring Pro
Posts: 1,867
Thanks: 51
Fixes: 3
Registered: 25-09-2012

Re: Slow Speeds after move from Sky to Plusnet

From what I have heard OldJim, that Sky use better technology which has a increased speed than the BT wholesale technology. I don't mean to criticise you.
Ex Plusnet Fibre customer. BT Infinity Customer using a BT Smart Hub. If you wish to say thanks, please click the thumbs up Thumbs Up
pwatson
Rising Star
Posts: 2,468
Thanks: 8
Fixes: 1
Registered: 26-11-2012

Re: Slow Speeds after move from Sky to Plusnet

Sky may use a different DSLAM type and that may have an effect on speed, but not the level of problem experienced by the OP.  Work has taken place at the exchange change the jumpering from the Sky ADSL kit to the BT kit.
The comment about Sky having lighter backhaul is irrelevant - Utilisation doesn't change sync speed...
luke222010
Grafter
Posts: 28
Registered: 27-03-2013

Re: Slow Speeds after move from Sky to Plusnet

Quote from: Oldjim
There is a problem with the line
When you moved from Sky did you change the router, the cable connecting the router to the phone socket or the filter
Basically you should be getting much higher speeds.
This really shouldn't have an effect given that you had much higher speeds with Sky but can you try the test socket and report the stats again preferably with a different filter and connecting lead

Hi Oldjim,
Yes changed the router as the sky one is locked down, kept the same cable and filter as before.
Plugged the router into the master socket with different connecting cable and I've got the following results:
Upstream line rate (kbit/s) 444
Downstream line rate (kbit/s) 4544
Upstream line attenuation (dB) 19.8
Downstream line attenuation (dB) 34
Upstream SNR (dB) 24.3
Downstream SNR (dB) 12.1
Upstream interleave depth 1
Downstream interleave depth 352
Thanks for looking into it.
Community Veteran
Posts: 38,460
Thanks: 1,028
Fixes: 62
Registered: 15-06-2007

Re: Slow Speeds after move from Sky to Plusnet

First thing is that the downstream noise margin has increased but the speed hasn't changed
This tells me that the line has been banded http://www.plus.net/support/broadband/speed_guide/broadband_terminology.shtml#bandedProfiles and you are hitting the top of the banded profile
That may be a cable problem or the internal wiring.
When you say the master socket did you try in the socket behind the lower removable faceplate
The staff on here will need to pick this up tomorrow to see if they can see a reason for the banding
luke222010
Grafter
Posts: 28
Registered: 27-03-2013

Re: Slow Speeds after move from Sky to Plusnet

Yeah the socket behind the faceplate is the one I tried.
I am waiting for a new BT Homehub router off a friend who has a spare coming through the post in the next few days, but as you say if the line is banded then this won't make any difference.
What's the score now then? Bump the post up tomorrow and wait for a staff member to pick it up?
Thanks for looking into it, much appreciated.
jim:quote
Community Veteran
Posts: 38,460
Thanks: 1,028
Fixes: 62
Registered: 15-06-2007

Re: Slow Speeds after move from Sky to Plusnet

Wait without bumping
If it doesn't get picked up in the morning I will give them a nudge
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: 13-07-2012

Re: Slow Speeds after move from Sky to Plusnet

Hi there,
I've placed a SNR reset as it is currently too high, this will take around 4 hours to take effect and should see your speeds increase, Once this has completed your line will be in a 10 day training period where it's advisable to leave your connection stable for this time.
luke222010
Grafter
Posts: 28
Registered: 27-03-2013

Re: Slow Speeds after move from Sky to Plusnet

Thank you Chris.
I'll keep an eye on it over the next 7 days.
Download speed is now around 8mb so its almost doubled what I was getting last night.
luke222010
Grafter
Posts: 28
Registered: 27-03-2013

Re: Slow Speeds after move from Sky to Plusnet

Okay it's been over 2 weeks since the speeds improved.
What i'm now getting is complete DSL drop outs/disconnections.
At least once an evening so far this past week.
Can anyone provide some assistance please?
Here is a log of my router for the last 7 days, as you can see, loads of disconnections: (ignore dates and times, for some reason they are completely wrong)
2000-1-9 0:17:11 Notice 0 admin login
2000-1-9 0:8:47 Info 104054  acs information have been modified!
2000-1-9 0:8:47 Info 104054  acs information have been modified!
2000-1-9 0:8:47 Info 104054  acs information have been modified!
2000-1-9 0:8:45 Info 104054  acs information have been modified!
2000-1-9 0:8:45 Info 104054  acs information have been modified!
2000-1-9 0:8:39 Notice 104505 PPP dial-up succeed
2000-1-9 0:8:35 Notice 104500 DSL activate succeed
2000-1-9 0:7:33 Notice 104500 DSL deactivate
2000-1-9 0:7:3 Notice 0 admin login
2000-1-9 0:2:55 Info 104054  acs information have been modified!
2000-1-9 0:2:55 Info 104054  acs information have been modified!
2000-1-9 0:2:55 Info 104054  acs information have been modified!
2000-1-9 0:2:54 Info 104054  acs information have been modified!
2000-1-9 0:2:54 Info 104054  acs information have been modified!
2000-1-9 0:2:51 Notice 104505 PPP dial-up succeed
2000-1-9 0:2:46 Notice 104500 DSL activate succeed
2000-1-9 0:1:50 Notice 104500 DSL deactivate
2000-1-8 23:58:44 Notice 104505 PPP dial-up succeed
2000-1-8 23:58:38 Notice 104500 DSL activate succeed
2000-1-8 23:57:35 Notice 104500 DSL deactivate
2000-1-8 14:54:7 Info 104054  acs information have been modified!
2000-1-8 14:54:7 Info 104054  acs information have been modified!
2000-1-8 14:54:7 Info 104054  acs information have been modified!
2000-1-8 14:54:6 Info 104054  acs information have been modified!
2000-1-8 14:54:6 Info 104054  acs information have been modified!
2000-1-8 14:54:4 Notice 104505 PPP dial-up succeed
2000-1-8 10:46:15 Info 104054  acs information have been modified!
2000-1-8 10:46:15 Info 104054  acs information have been modified!
2000-1-8 10:46:15 Info 104054  acs information have been modified!
2000-1-8 10:46:14 Info 104054  acs information have been modified!
2000-1-8 10:46:14 Info 104054  acs information have been modified!
2000-1-8 10:46:12 Notice 104505 PPP dial-up succeed
2000-1-8 10:46:5 Notice 104500 DSL activate succeed
2000-1-8 10:45:3 Notice 104500 DSL deactivate
2000-1-8 7:21:17 Info 104054  acs information have been modified!
2000-1-8 7:21:17 Info 104054  acs information have been modified!
2000-1-8 7:21:17 Info 104054  acs information have been modified!
2000-1-8 7:21:16 Info 104054  acs information have been modified!
2000-1-8 7:21:16 Info 104054  acs information have been modified!
2000-1-8 7:21:13 Notice 104505 PPP dial-up succeed
2000-1-8 7:21:1 Notice 104500 DSL activate succeed
2000-1-8 7:20:5 Notice 104500 DSL deactivate
2000-1-8 2:43:10 Info 104054  acs information have been modified!
2000-1-8 2:43:10 Info 104054  acs information have been modified!
2000-1-8 2:43:10 Info 104054  acs information have been modified!
2000-1-8 2:43:9 Info 104054  acs information have been modified!
2000-1-8 2:43:9 Info 104054  acs information have been modified!
2000-1-8 2:43:7 Notice 104505 PPP dial-up succeed
2000-1-8 2:43:0 Notice 104500 DSL activate succeed
2000-1-8 2:42:3 Notice 104500 DSL deactivate
2000-1-8 2:17:29 Info 104054  acs information have been modified!
2000-1-8 2:17:29 Info 104054  acs information have been modified!
2000-1-8 2:17:29 Info 104054  acs information have been modified!
2000-1-8 2:17:27 Info 104054  acs information have been modified!
2000-1-8 2:17:27 Info 104054  acs information have been modified!
2000-1-8 2:17:22 Notice 104505 PPP dial-up succeed
2000-1-8 2:17:17 Notice 104500 DSL activate succeed
2000-1-8 2:16:17 Notice 104500 DSL deactivate
2000-1-7 21:7:29 Info 104054  acs information have been modified!
2000-1-7 21:7:29 Info 104054  acs information have been modified!
2000-1-7 21:7:29 Info 104054  acs information have been modified!
2000-1-7 21:7:16 Info 104054  acs information have been modified!
2000-1-7 21:7:16 Info 104054  acs information have been modified!
2000-1-7 21:7:15 Info 104054  acs information have been modified!
2000-1-7 21:7:15 Info 104054  acs information have been modified!
2000-1-7 18:27:9 Notice 104505 PPP dial-up succeed
2000-1-7 18:27:2 Notice 104500 DSL activate succeed
2000-1-7 18:25:59 Notice 104500 DSL deactivate
2000-1-7 9:28:26 Notice 104505 PPP dial-up succeed
2000-1-7 6:35:50 Notice 104505 PPP dial-up succeed
2000-1-7 6:35:44 Notice 104500 DSL activate succeed
2000-1-7 6:34:45 Notice 104500 DSL deactivate
2000-1-7 2:42:8 Notice 104505 PPP dial-up succeed
2000-1-7 2:42:1 Notice 104500 DSL activate succeed
2000-1-7 2:41:4 Notice 104500 DSL deactivate
2000-1-7 2:39:54 Notice 104505 PPP dial-up succeed
2000-1-7 2:6:20 Notice 104505 PPP dial-up succeed
2000-1-7 2:6:13 Notice 104500 DSL activate succeed
2000-1-7 2:5:15 Notice 104500 DSL deactivate
2000-1-7 0:9:24 Notice 104505 PPP dial-up succeed
2000-1-7 0:6:10 Notice 104505 PPP dial-up succeed
2000-1-7 0:6:1 Notice 104500 DSL activate succeed
2000-1-7 0:4:59 Notice 104500 DSL deactivate
2000-1-7 0:4:48 Notice 0 admin login
2000-1-6 11:54:18 Notice 104505 PPP dial-up succeed
2000-1-6 11:43:37 Notice 104505 PPP dial-up succeed
2000-1-6 11:43:30 Notice 104500 DSL activate succeed
2000-1-6 11:42:30 Notice 104500 DSL deactivate
2000-1-6 8:12:55 Notice 104505 PPP dial-up succeed
2000-1-6 8:12:46 Notice 104500 DSL activate succeed
2000-1-6 8:11:47 Notice 104500 DSL deactivate
2000-1-6 2:42:43 Notice 104505 PPP dial-up succeed
2000-1-6 2:42:35 Notice 104500 DSL activate succeed
2000-1-6 2:41:36 Notice 104500 DSL deactivate
2000-1-6 2:10:29 Notice 104505 PPP dial-up succeed
2000-1-6 2:10:21 Notice 104500 DSL activate succeed
2000-1-6 2:9:20 Notice 104500 DSL deactivate
2000-1-5 11:55:50 Notice 104505 PPP dial-up succeed
2000-1-5 11:55:42 Notice 104500 DSL activate succeed
2000-1-5 11:54:38 Notice 104500 DSL deactivate
2000-1-5 11:12:8 Notice 104505 PPP dial-up succeed
2000-1-5 3:14:18 Notice 104505 PPP dial-up succeed
2000-1-5 3:14:13 Notice 104500 DSL activate succeed
2000-1-5 3:13:17 Notice 104500 DSL deactivate
2000-1-5 2:23:3 Notice 104505 PPP dial-up succeed
2000-1-5 2:23:0 Notice 104500 DSL activate succeed
2000-1-5 2:21:58 Notice 104500 DSL deactivate
2000-1-4 22:49:34 Notice 104505 PPP dial-up succeed
2000-1-4 22:49:25 Notice 104500 DSL activate succeed
2000-1-4 22:48:26 Notice 104500 DSL deactivate
2000-1-4 22:41:21 Notice 0 admin login
2000-1-4 22:20:6 Notice 104505 PPP dial-up succeed
2000-1-4 22:20:1 Notice 104500 DSL activate succeed
2000-1-4 22:19:2 Notice 104500 DSL deactivate
2000-1-4 21:11:6 Notice 104505 PPP dial-up succeed
2000-1-4 21:10:58 Notice 104500 DSL activate succeed
2000-1-4 21:9:58 Notice 104500 DSL deactivate
2000-1-4 20:17:10 Notice 104505 PPP dial-up succeed
2000-1-4 20:17:0 Notice 104500 DSL activate succeed
2000-1-4 20:15:59 Notice 104500 DSL deactivate
2000-1-4 19:25:9 Notice 104505 PPP dial-up succeed
2000-1-4 19:24:59 Notice 104500 DSL activate succeed
2000-1-4 19:23:55 Notice 104500 DSL deactivate
2000-1-4 18:9:23 Notice 104505 PPP dial-up succeed
2000-1-4 18:9:15 Notice 104500 DSL activate succeed
2000-1-4 18:8:12 Notice 104500 DSL deactivate
2000-1-4 3:54:24 Notice 104505 PPP dial-up succeed
2000-1-2 19:18:8 Notice 104505 PPP dial-up succeed
2000-1-2 3:3:45 Notice 104505 PPP dial-up succeed
2000-1-2 3:3:41 Notice 104500 DSL activate succeed
2000-1-2 3:2:41 Notice 104500 DSL deactivate
2000-1-2 2:18:6 Notice 104505 PPP dial-up succeed
2000-1-2 2:17:59 Notice 104500 DSL activate succeed
2000-1-2 2:16:59 Notice 104500 DSL deactivate
2000-1-2 1:10:0 Notice 104505 PPP dial-up succeed
2000-1-1 11:36:15 Notice 104505 PPP dial-up succeed
2000-1-1 11:36:6 Notice 104500 DSL activate succeed
2000-1-1 11:35:5 Notice 104500 DSL deactivate
2000-1-1 9:40:47 Notice 104505 PPP dial-up succeed
2000-1-1 4:52:49 Notice 104505 PPP dial-up succeed
2000-1-1 4:52:42 Notice 104500 DSL activate succeed
2000-1-1 4:51:43 Notice 104500 DSL deactivate
2000-1-1 2:33:11 Notice 104505 PPP dial-up succeed
2000-1-1 2:33:3 Notice 104500 DSL activate succeed
2000-1-1 2:32:5 Notice 104500 DSL deactivate
2000-1-1 2:24:26 Notice 0 admin login
2000-1-1 0:1:7 Notice 104505 PPP dial-up succeed
2000-1-1 0:1:0 Notice 104500 DSL activate succeed
2000-1-1 0:0:42 Notice 1 System up
2000-1-2 15:29:42 Notice 104505 PPP dial-up succeed
2000-1-2 15:29:35 Notice 104500 DSL activate succeed
2000-1-2 15:28:35 Notice 104500 DSL deactivate
2000-1-2 7:43:57 Notice 104505 PPP dial-up succeed
2000-1-2 7:43:49 Notice 104500 DSL activate succeed
2000-1-2 7:42:51 Notice 104500 DSL deactivate
2000-1-2 3:17:32 Notice 104505 PPP dial-up succeed
2000-1-2 3:17:25 Notice 104500 DSL activate succeed
2000-1-2 3:16:27 Notice 104500 DSL deactivate
2000-1-2 0:16:34 Notice 104505 PPP dial-up succeed
2000-1-2 0:16:27 Notice 104500 DSL activate succeed
2000-1-2 0:15:28 Notice 104500 DSL deactivate
2000-1-1 23:36:24 Notice 104505 PPP dial-up succeed
2000-1-1 23:36:16 Notice 104500 DSL activate succeed
2000-1-1 23:35:18 Notice 104500 DSL deactivate
2000-1-1 17:48:46 Notice 104505 PPP dial-up succeed
2000-1-1 17:48:34 Notice 104500 DSL activate succeed
2000-1-1 17:47:33 Notice 104500 DSL deactivate
2000-1-1 5:33:47 Notice 104505 PPP dial-up succeed
2000-1-1 5:33:40 Notice 104500 DSL activate succeed
2000-1-1 5:32:40 Notice 104500 DSL deactivate
2000-1-1 1:29:53 Notice 104505 PPP dial-up succeed
2000-1-1 1:29:46 Notice 104500 DSL activate succeed
2000-1-1 1:28:48 Notice 104500 DSL deactivate
2000-1-1 0:10:16 Notice 104505 PPP dial-up succeed
2000-1-1 0:1:22 Notice 104505 PPP dial-up succeed
2000-1-1 0:1:15 Notice 104500 DSL activate succeed
2000-1-1 0:0:43 Notice 1 System up
2000-1-6 9:54:34 Notice 104505 PPP dial-up succeed
2000-1-6 9:54:14 Notice 104500 DSL activate succeed
2000-1-6 9:53:14 Notice 104500 DSL deactivate
2000-1-6 9:50:19 Notice 104505 PPP dial-up succeed
2000-1-6 9:49:23 Notice 104500 DSL activate succeed
2000-1-6 9:47:57 Notice 104500 DSL deactivate
2000-1-5 4:8:11 Notice 104505 PPP dial-up succeed
2000-1-5 3:47:41 Notice 104505 PPP dial-up succeed
2000-1-5 3:47:36 Notice 104500 DSL activate succeed
2000-1-5 3:46:37 Notice 104500 DSL deactivate
2000-1-5 2:22:39 Notice 104505 PPP dial-up succeed
2000-1-5 2:22:29 Notice 104500 DSL activate succeed
2000-1-5 2:21:36 Notice 104500 DSL deactivate
2000-1-5 1:13:17 Notice 104505 PPP dial-up succeed
2000-1-4 12:9:30 Notice 104505 PPP dial-up succeed
2000-1-4 12:9:23 Notice 104500 DSL activate succeed
2000-1-4 12:8:20 Notice 104500 DSL deactivate
2000-1-4 6:58:40 Notice 104505 PPP dial-up succeed
2000-1-4 6:58:33 Notice 104500 DSL activate succeed
2000-1-4 6:57:37 Notice 104500 DSL deactivate
2000-1-4 1:52:41 Notice 104505 PPP dial-up succeed
2000-1-3 7:16:47 Notice 104505 PPP dial-up succeed
2000-1-3 7:16:38 Notice 104500 DSL activate succeed
2000-1-3 7:15:39 Notice 104500 DSL deactivate
2000-1-3 2:47:33 Notice 104505 PPP dial-up succeed
2000-1-3 2:47:28 Notice 104500 DSL activate succeed
2000-1-3 2:46:32 Notice 104500 DSL deactivate
2000-1-3 2:15:11 Notice 104505 PPP dial-up succeed
2000-1-3 2:15:6 Notice 104500 DSL activate succeed
2000-1-3 2:14:5 Notice 104500 DSL deactivate
2000-1-2 23:55:51 Notice 0 admin login
2000-1-2 23:55:48 Error 104143 User has failed to login 1 time
2000-1-2 10:37:32 Notice 104505 PPP dial-up succeed
2000-1-2 10:37:25 Notice 104500 DSL activate succeed
2000-1-2 10:36:22 Notice 104500 DSL deactivate
2000-1-2 3:12:55 Notice 0 admin login
2000-1-2 3:1:14 Notice 104505 PPP dial-up succeed
2000-1-2 3:1:8 Notice 104500 DSL activate succeed
2000-1-2 3:0:8 Notice 104500 DSL deactivate
2000-1-2 2:22:24 Notice 104505 PPP dial-up succeed
2000-1-2 2:19:7 Notice 104505 PPP dial-up succeed
2000-1-2 2:18:58 Notice 104500 DSL activate succeed
2000-1-2 2:18:1 Notice 104500 DSL deactivate

Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: 18-07-2007

Re: Slow Speeds after move from Sky to Plusnet

Hi there,
<img src="http://community.plus.net/visualradius/generated/image13756972855098.png"/>
That does look pretty bad - I'd definitely recommend raising that to our faults team via the wizard at http://faults.plus.net, they'll get onto it for you and get it all sorted.
luke222010
Grafter
Posts: 28
Registered: 27-03-2013

Re: Slow Speeds after move from Sky to Plusnet

Hi,
Can you please arrange for my line to be non-banded?
I had an SNR reset in place a while back and my speeds doubled.
This past week they've gone back down to 4542 downstream whereas I should be seeing closer to 8000+kbits.
I have a call logged with plusnet for BT to come out and inspect the property due to multiple connection dropouts.
They claim to have switched interleaving on (my router already said it was on before!?), and since then I think the line has been a bit more stable (just over a day) but are you able to confirm please?
I've been sent a text from plusnet also stating if BT find a fault with any equipment/sockets/lines in the house then i'll be charged £60! Going to be pretty annoyed if this is the case since i've been in a new build house since 2009 and never had ANY problems with previous suppliers.
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: 18-07-2007

Re: Slow Speeds after move from Sky to Plusnet

Hi there,
I'm afraid there's no point performing an SNR reset as part of a fault, I realise the engineer isn't scheduled until the 13th but if the line's still dropping it won't train to its best speed possible so its unlikely you'll see any improvement - we'll be happy to do it once the fault is resolved though.
With regard to the charge warning, this is standard as part of a fault - it's only issued if the fault is found to be with your wiring or equipment. As you've done the tests from the master socket as part of the fault investigation you've proved it's a fault on the line and therefore you won't be charged.
On checking the graph of connections I'm not convinced it is any more stable:
<img src="http://community.plus.net/visualradius/generated/image13783722577677.png"/>

It looks like while interleaving has been turned on for you it's only on for upstream - not sure why that is. Hopefully it'll settle and the engineer will get everything sorted for you.
Hope that explains things.