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Slow broadband speed

hocumgday
Grafter
Posts: 119
Registered: 17-07-2012

Slow broadband speed

Hi I am suffering incredibly slow speeds peaking at 278kbps download speed which is on par with my upload speed. I have also been suffering disconnects at the same time nearly every day around 3.30pm - 4.30pm . I have rebooted my thompson router and the speed stays the same in other words painfully slow. Can someone please check why I am having this problem? Thank you
Grant
26 REPLIES
hocumgday
Grafter
Posts: 119
Registered: 17-07-2012

Re: Slow broadband speed

Been with plusnet for over 2years and only had minor problems until now... I am still getting 278kbps download speed, I have changed filters and rebooted router to no avail, do we have maintainence going on or is the problem my end.....an answer would be nice
Community Veteran
Posts: 19,099
Thanks: 434
Fixes: 21
Registered: 31-08-2007

Re: Slow broadband speed

Moving to the test socket won't necessarily show an immediate improvement in speed from a speed tester. It's your sync speed with the exchange you need to look at. In the first instance run the BT Speedtester (Diagnostic) and post the full results also check your Current Line speed (login required).
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: 18-07-2007

Re: Slow broadband speed

Hi there,
Having had a quick look at your connection logs:
<img src="http://ccgi.psmith12.plus.com/visradius/generated/image13426043878454.png" />
Something's definitely causing drops in connection which will have lowered your line profile, hence the slow speeds you're getting at the moment. Best thing to do would be to plug the router into the test socket behind the master socket front plate and make sure it's the only thing plugged in (master socket would work but then you'd need to unplug everything else that's in a phone socket throughout the house).
If it still drops when that's the case I'd raise a fault at http://faults.plus.net - once the drops are sorted your profile should come back up, if not we'll be able to arrange that for you.
hocumgday
Grafter
Posts: 119
Registered: 17-07-2012

Re: Slow broadband speed

I have plugged router in to the test socket with nothing else plugged in anywhere in the house and there is no difference at all I have also changed my filters twice to no avail. I do have another socket upstairs which I shall try when I get back from work tonight and post my findings, not hopeful though I might add ;0)
Community Veteran
Posts: 19,099
Thanks: 434
Fixes: 21
Registered: 31-08-2007

Re: Slow broadband speed

How are you checking "nothing has changed". There is no point in trying another socket - do not disconnect your modem/router  - leave it at the test socket and on 24/7.
Community Veteran
Posts: 19,099
Thanks: 434
Fixes: 21
Registered: 31-08-2007

Re: Slow broadband speed

Apart from what I asked in reply #2, you also need to post your ADSL stats from the modem/router see DSL Connection and click View more. Copy and paste the results here.
As you have already had problems, in future if you need to swap anything about, resync/reboot etc use this method -
Do a Disconnect of your PPP Internet session with the ISP - you need to login to the modem/router interface and look for the Disconnect button to click on in the box marked Internet as shown in the previous link.
Now wait a few minutes, power down. Then wait 10 minutes (during this time swap any filters, modem/router, connect to test socket, etc. - it doesn't matter if you take longer than 10 minutes) and then power up again (You may need to login to the modem/router and click on Connect to re-establish the PPP Internet session). Check the stats immediately (The Noise Margin [SNRM] shown is usually the current Target Noise Margin).
I usually recommend you do this no more than 5 times in an hour, and then leave it alone for the rest of the day.  Remember the reason for this procedure is to help prevent the exchange DLM from thinking you have a dropping connection (or a worse one than you may have).
hocumgday
Grafter
Posts: 119
Registered: 17-07-2012

Re: Slow broadband speed

Hi here are my DSL readings


DSL Connection
Link Information
Uptime: 0 days, 4:41:29
DSL Type: G.992.5 annex A
Bandwidth (Up/Down) [kbps/kbps]: 444 / 575
Data Transferred (Sent/Received) [kB/kB]: 0.00 / 0.00
Output Power (Up/Down) [dBm]: 12.0 / 20.5
Line Attenuation (Up/Down) [dB]: 14.5 / 27.5
SN Margin (Up/Down) [dB]: 21.5 / 33.0
Vendor ID (Local/Remote): TMMB / TSTC
Loss of Framing (Local/Remote): 12 / 0
Loss of Signal (Local/Remote): 1 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): 0
Error Seconds (Local/Remote): 1 / 0
FEC Errors (Up/Down): 0 / 0
CRC Errors (Up/Down): 0 / 0
HEC Errors (Up/Down): 35,741 / 0
hocumgday
Grafter
Posts: 119
Registered: 17-07-2012

Re: Slow broadband speed

P.S. I only have an ipad2 and an android phone so I cannot get to a windows based P.C.  So I have had to use an app for my speed test but by the looks of it, it is pretty accurate. BT speed test requires java so that's a no go. Also I am unable to use plusnet assist which is a shame ;0(
Community Veteran
Posts: 19,099
Thanks: 434
Fixes: 21
Registered: 31-08-2007

Re: Slow broadband speed

Because of the problems you've had with your connection, the Exchange DLM (Dynamic Line Management) has "banded" your speed - rather severely! If you look back at the Connection chart (Radius Log Graph( that Matt Taylor posted you will see lots of disconnects with one very severe period between midday and 3pm. Were you doing anything with your connection or modem/router during that time or are you aware of anything happening?
Perhaps best to start with your phone line. Can you hear any crackling or other noises when using the phone? Do you have any problems with incoming or outgoing calls? Who's your Line rental provider?
hocumgday
Grafter
Posts: 119
Registered: 17-07-2012

Re: Slow broadband speed

No problems with my phone line and my line provider is plusnet
Community Veteran
Posts: 19,099
Thanks: 434
Fixes: 21
Registered: 31-08-2007

Re: Slow broadband speed

If your line is looking stable in the test socket, you need to ask a Plusnet rep to request the line be un-banded.
hocumgday
Grafter
Posts: 119
Registered: 17-07-2012

Re: Slow broadband speed

Quote from: Matt
Hi there,
Having had a quick look at your connection logs:
<img src="http://ccgi.psmith12.plus.com/visradius/generated/image13426043878454.png" />
Something's definitely causing drops in connection which will have lowered your line profile, hence the slow speeds you're getting at the moment. Best thing to do would be to plug the router into the test socket behind the master socket front plate and make sure it's the only thing plugged in (master socket would work but then you'd need to unplug everything else that's in a phone socket throughout the house).
If it still drops when that's the case I'd raise a fault at http://faults.plus.net - once the drops are sorted your profile should come back up, if not we'll be able to arrange that for you.

Still the same slow speed Matt,
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: 13-07-2012

Re: Slow broadband speed

Hi,
An update with your connection logs,
<img src="http://ccgi.psmith12.plus.com/visradius/generated/image13426897073888.png" />
It did have some disconnections last night around 18:45-19:15, did you turn the router off at all? If you haven't, I can see that you have started the broadband troubleshooter, this is going to be the best steps to solving it. To help identify the issue you leave your router turned on and connected in the test socket.
Chris
hocumgday
Grafter
Posts: 119
Registered: 17-07-2012

Re: Slow broadband speed

Yes i switched my router off and tried a different one round about this time but am now back on the thompson  router