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Slow speeds, constant disconnections, poor service

VioletPanda22
Newbie
Posts: 7
Registered: 20-10-2010

Slow speeds, constant disconnections, poor service

Hello,
After having no response when raising a ticket '36885263' I am posting here.
Since joining Plusnet 2 months ago I have been suffering from constant disconnections and slow line speeds (remains at a low 220kbs download speed; 350kbs upload speed).- averaged from several speed tests. I have had my phone unplugged since the last disconnection to see if this improves line speed however it has not.
Please can I have further information as to what could be causing the slow speeds as I have had insufficient internet service since I joined Plusnet.
Also, when my phone is plugged in I cannot use it as the line interference is too severe.  When my broadband disconnects, I have found that by making a call from the landline it allows the broadband to reconnect?! I'm starting to get frustrated and I require the internet and phone for work and have been unable to use both on several occasions.
Thanks for any help you can provide
12 REPLIES
neil3045
Grafter
Posts: 75
Registered: 22-11-2009

Re: Slow speeds, constant disconnections, poor service

Before plusnet do anything they will ask you to:
a. Plug the router directly into the test socket, behind the master socket faceplate.
b. try another microfilter.
c. try another router if possible.
The line noise sounds like an external proble to me though as I suffered it at my previous address and am suffering it again here at my new one. If none of the steps above work they will have to run a line test and get bt engineer onto it.
VioletPanda22
Newbie
Posts: 7
Registered: 20-10-2010

Re: Slow speeds, constant disconnections, poor service

Hi,
I've tried all of what you said apart from the router as I haven't got another one.
Thanks for replying though!
jojopillo
Grafter
Posts: 9,786
Registered: 16-06-2010

Re: Slow speeds, constant disconnections, poor service

Hi VioletPanda22,
Quote
After having no response when raising a ticket '36885263' I am posting here.

from what I can see this has been responded to twice, once before this post and once just after.

Because of the number of disconnections your line has been banded between 160-288k (this is the maximum your router will be able to sync at) If you are aware of the cause of these disconnections it may help us get to the bottom of it. I can ask for the banding to be lifted but the connection would have to be stable before it would be worthwhile.
Jojo Smiley
VioletPanda22
Newbie
Posts: 7
Registered: 20-10-2010

Re: Slow speeds, constant disconnections, poor service

Hello,
I have responded to the ticket and tested the router elsewhere and it worked fine.
I am unable to stay connected to the internet for longer than a couple of minutes and had no service all day.
I am trying to raise a fault but my internet will not stay connected long enough to do so and my phone line has too much interference to make any calls.
Please help!
Community Veteran
Posts: 38,460
Thanks: 1,028
Fixes: 62
Registered: 15-06-2007

Re: Slow speeds, constant disconnections, poor service

If you have audible noise on your phone line with the router not connected you should report a voice fault to your phone supplier and don't mention broadband as that is the cause of the problem and will take priority in being fixed
VioletPanda22
Newbie
Posts: 7
Registered: 20-10-2010

Re: Slow speeds, constant disconnections, poor service

Hi,
I unplugged the router and the phone works perfectly fine with no noise at all.
Community Veteran
Posts: 38,460
Thanks: 1,028
Fixes: 62
Registered: 15-06-2007

Re: Slow speeds, constant disconnections, poor service

In which case I suspect either a duff filter,connection cable or router
Do you have a spare filter to try
VioletPanda22
Newbie
Posts: 7
Registered: 20-10-2010

Re: Slow speeds, constant disconnections, poor service

I've tried three different microfilters and the routers works fine elsewhere.
Haven't tried a different connection cable yet.
Community Veteran
Posts: 38,460
Thanks: 1,028
Fixes: 62
Registered: 15-06-2007

Re: Slow speeds, constant disconnections, poor service

There is one other possibility.
Are the phone and router connected to the same phone point
Is it possible to check using the test socket for both the phone and the router
Basically we need to find out what is messing up your phone line.
Once everything in the house is ruled out it could well be an exchange problem although I have no idea what
VioletPanda22
Newbie
Posts: 7
Registered: 20-10-2010

Re: Slow speeds, constant disconnections, poor service

The phone and router are connected to the same point, the master socket. I have tried the test socket a few times and it makes no difference.
Community Veteran
Posts: 38,460
Thanks: 1,028
Fixes: 62
Registered: 15-06-2007

Re: Slow speeds, constant disconnections, poor service

In which case I suggest phoning to raise a fault when the router isn't connected
jojopillo
Grafter
Posts: 9,786
Registered: 16-06-2010

Re: Slow speeds, constant disconnections, poor service

HI VioletPanda22,
I see you've now raised a fault. Hopefully now we can move towards a speedy resolution.
Jojo Smiley