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Slow speeds after joining plusnet

iqb043
Grafter
Posts: 42
Registered: 11-05-2014

Slow speeds after joining plusnet

We ve just transferred over to plusnet and the speed isnt as fast as my previous supplier (Be which then combined with sky).
Please see the attached photos for the router statis.
Please could someone ensure interleaving is off and that the line isnt banded. Theoretically it should be faster as the line could support a higher speed (Last week with previous supplier).
The upload sync speed also looks low, i think both profiles need upping.
My previous through speed was 12.5Mb D/L and 1.1Mb U/L, sync speed would obv higher

67 REPLIES
iqb043
Grafter
Posts: 42
Registered: 11-05-2014

Re: Slow speeds after joining plusnet

In the member centre the ip profile is 10.8 and the BT one is about 10. Estimated is 14.
Community Veteran
Posts: 26,718
Thanks: 929
Fixes: 10
Registered: 10-04-2007

Re: Slow speeds after joining plusnet

If nothing else it looks like you've been provisioned with capped upload. This was supposed to have been stopped! Angry
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: Slow speeds after joining plusnet

Hi iqb043,
I've takena  look at your line and the connection rate between your router and the exchange isn't far off where I'd expect it, however, the line quality is particularly poor which may provide you with poor service.
Here's a look at the stability of your connection:
<img src="http://community.plus.net/visualradius/generated/image13998836782338.png"/>
Can you think of when you may have turned off your router? If you have, do they coincide with the drops on the graph?
We can get your upload connection speeds uncapped, but before doing that, I'd like to get your line working as it should do first. If you could visit http://faults.plus.net and answer the questions, that'll help our Faults Team identify the cause of the issue.
Chris Pettitt
Cloud Environments Engineer
iqb043
Grafter
Posts: 42
Registered: 11-05-2014

Re: Slow speeds after joining plusnet

Hi
I restarted the router on friday when i upgraded the routers firmware. I was then asked to reset it yesterday 5-6 ish after someone from plusnet advised me to (Rang them up to check the line as well). And then once shortly after as the power cut.
The first pic was from last week with the previous supplier and as you can see the sync speeds are much higher with an uptime of 7 days +
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: Slow speeds after joining plusnet

There's an order in place to uncap your upload, this is due to complete tomorrow.
Lets see what the speeds are like once this completes.
Chris Pettitt
Cloud Environments Engineer
iqb043
Grafter
Posts: 42
Registered: 11-05-2014

Re: Slow speeds after joining plusnet

Thanks ill do the faults check tonight after work if you still need it
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: Slow speeds after joining plusnet

The order will complete early hours tomorrow morning so you can either wait for it to complete and see how things look tomorrow or you can raise a fault. I think it'd be best looking at things again tomorrow and we can take things from there.
Chris Pettitt
Cloud Environments Engineer
iqb043
Grafter
Posts: 42
Registered: 11-05-2014

Re: Slow speeds after joining plusnet

Do i need to rest the router tomorrow or will it do it by itself?
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: Slow speeds after joining plusnet

It's all automated so it should do it all on it's own.
Chris Pettitt
Cloud Environments Engineer
Community Veteran
Posts: 5,472
Thanks: 292
Fixes: 4
Registered: 11-08-2007

Re: Slow speeds after joining plusnet

Quote from: iqb043
Do i need to rest the router tomorrow or will it do it by itself?

I do like the idea of RESTing the router, nice comfy pillow sat in front of the TV  Grin
iqb043
Grafter
Posts: 42
Registered: 11-05-2014

Re: Slow speeds after joining plusnet

Could someone also check when the phone line will be activated? (Anytime package). I was initially on evening and weekends but was advised i would need the anytime package to add the broadband.
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: Slow speeds after joining plusnet

We're working on that as we speak. We'll send you an e-mail once it's been sorted for you - sorry for the delay.
Chris Pettitt
Cloud Environments Engineer
iqb043
Grafter
Posts: 42
Registered: 11-05-2014

Re: Slow speeds after joining plusnet

Could someone please have a look at my line again please to see whats happening. Its disconnected a number of times which has led to a really low sync speed with high snr margin.
The upload speed is still capped and im not sure if interleaving is turned off.
I was estimated a speed of 14mbs when i joined with a range between 10-18. I was perfectly fine before but now having soo many issues (Have an email proving the estimation)
The output power for the download is 0db as well for some reason. The firmwares on 10.2.5.2 and im using the modem from my previous supplier (Be). Could that be an issue?
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: 13-07-2012

Re: Slow speeds after joining plusnet

Your line has dropped a few times as you've mentioned and interleaving is currently active on your line.
<img src="http://community.plus.net/visualradius/generated/image14002561484325.png"/>
It would be good to see how this is over the weekend. I've also placed an order to uncap your upload which will complete on Monday.