Slow Speeds and poor Downloads (merged)
I've been having very slow speeds since around 9:30am on sunday, I've tried two different routers, four sets of filters, my profile says I'm on 5.5mbps yet I cannot get over 158kbps and have massive packet loss on all the gateways I seem to connect to. I cannot even get iplayer to play 
I've never seen packet loss so high on the first hop (the plusnet gateway), my average response time is 2000ms! After the gateway it drops to around the 100ms but the connection is useless for anything other than basic surfing.
I've never seen packet loss so high on the first hop (the plusnet gateway), my average response time is 2000ms! After the gateway it drops to around the 100ms but the connection is useless for anything other than basic surfing.
Have you gone over your usage allowance?
I think I can make a guess at what is happening (the clue being that your usage is more than you think possible). I've just looked back at your previous posts in other topics:
Did you remove the user name and password from your old router? If not I suspect whoever has it is logged on with your details.
If that is a possibility I strongly recommend you go on to the portal and change your password - then update the password in the router. You next need to make sure you are disconnected and contact CSC to ask if they can see your user connected and if it is boot it off. Whoever is using it will fail to reconnect because you've changed your password and then you can safely reconnect.
We've seen it before when someone passed their old router to a relative who was also on Plusnet and it caused mayhem!
Quote from: theoddbot Thanks, I understand now
I'll purchase a new router and send the Thomson one back
Did you remove the user name and password from your old router? If not I suspect whoever has it is logged on with your details.
If that is a possibility I strongly recommend you go on to the portal and change your password - then update the password in the router. You next need to make sure you are disconnected and contact CSC to ask if they can see your user connected and if it is boot it off. Whoever is using it will fail to reconnect because you've changed your password and then you can safely reconnect.
We've seen it before when someone passed their old router to a relative who was also on Plusnet and it caused mayhem!
That router hasn't been sent back yet 
It's sat on the side waiting to be sent back, but I've also used it to check if my new equipment is the cause but the Thomson Router and my new Belkin both cannot download faster than 15kbps with speed tests showing i'm limited to 158kbps download.
My profile still say's 5.5Mbps, I changed my password today, set a totally incorrect password on the router, disconnected and call support to see if it showed me logged in anywhere and it didn't so I put the new password in the router and re-connected, same problem!
Hopefully something can be sorted soon as dial-up speed broadband sucks
dick:quote
It's sat on the side waiting to be sent back, but I've also used it to check if my new equipment is the cause but the Thomson Router and my new Belkin both cannot download faster than 15kbps with speed tests showing i'm limited to 158kbps download.My profile still say's 5.5Mbps, I changed my password today, set a totally incorrect password on the router, disconnected and call support to see if it showed me logged in anywhere and it didn't so I put the new password in the router and re-connected, same problem!
Hopefully something can be sorted soon as dial-up speed broadband sucks
dick:quote
Hi there,
Friday's issues have left our network out of balance: http://portal.plus.net/supportpages.html?a=2&support_action=messages&ispservice_id=adsldial that left us in a position where a lot of our customers were only utilising half of the platform so you may be one of those.
Do keep an eye out for updates to that post.
Friday's issues have left our network out of balance: http://portal.plus.net/supportpages.html?a=2&support_action=messages&ispservice_id=adsldial that left us in a position where a lot of our customers were only utilising half of the platform so you may be one of those.
Do keep an eye out for updates to that post.
Well I'm no longer restricted to 128kbps since last nights Emergency Maintenance:
I've got to say, after being so impressed with the Plusnet service for many months this whole episode has left a sour taste in my mouth. The whole problem since the national outage on Friday in my opinion has been badly handled by Plusnet, tech support not being able to explain the slow speeds and the indecision coming from them when talking on the phone wasn't very comforting. Lot's of "hmm's" and "errrrr's" on every call, they are supposed to be the professionals and I didn't feel they were after each call. I've got to say bar 1 tech on Monday the whole speaking to support left me feeling like I was dealing with TalkTalk again!
Communication in status updates has been poor, even your webstats problems get more attention than this problem did.
Will customers be compensated for the extremely slow speeds as a result of this outage?
I've got to say, after being so impressed with the Plusnet service for many months this whole episode has left a sour taste in my mouth. The whole problem since the national outage on Friday in my opinion has been badly handled by Plusnet, tech support not being able to explain the slow speeds and the indecision coming from them when talking on the phone wasn't very comforting. Lot's of "hmm's" and "errrrr's" on every call, they are supposed to be the professionals and I didn't feel they were after each call. I've got to say bar 1 tech on Monday the whole speaking to support left me feeling like I was dealing with TalkTalk again!
Communication in status updates has been poor, even your webstats problems get more attention than this problem did.
Will customers be compensated for the extremely slow speeds as a result of this outage?
Hi theoddbot,
I am more inclined to think that the 128k would have been your IP profile restricting you due to all the disconnections (see the graph at the bottom)
As well as planned maintenance posts here and here, we've also kept service status updated here, here, here, here and here. So I wouldn't say communication was poor.
I'm surprised by that, as our agents have been well briefed. I will feed back your experience though.
I'm afraid that's not something we'd do in these circumstances as this issue is across the whole network and is affecting other ISPs.
Jojo
Quote from: theoddbot Well I'm no longer restricted to 128kbps since last nights Emergency Maintenance:
I am more inclined to think that the 128k would have been your IP profile restricting you due to all the disconnections (see the graph at the bottom)
Quote from: theoddbot Communication in status updates has been poor, even your webstats problems get more attention than this problem did.
As well as planned maintenance posts here and here, we've also kept service status updated here, here, here, here and here. So I wouldn't say communication was poor.
Quote from: theoddbot Lot's of "hmm's" and "errrrr's" on every call
I'm surprised by that, as our agents have been well briefed. I will feed back your experience though.
Quote from: theoddbot Will customers be compensated for the extremely slow speeds as a result of this outage?
I'm afraid that's not something we'd do in these circumstances as this issue is across the whole network and is affecting other ISPs.
Jojo