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Speed dropped from 72mb to 5mb after BT line repair

matt8787
Grafter
Posts: 31
Registered: 20-01-2013

Speed dropped from 72mb to 5mb after BT line repair

Hi
I had a BT Openreach engineer visit yesterday to address a fault on the line (phone line had no dial tone).  The line has now been fixed, and internet is back up and running - but my previous speeds of 72mb have dropped to 5mb.  I thought it might take some time to settle, but 24 hours on its still running at the slow speed.
I've tried resetting the router and modem, but to no avail.
Is there something else I can do to get my 72mbs speed back?
thanks
21 REPLIES
Community Veteran
Posts: 38,425
Thanks: 1,008
Fixes: 58
Registered: 15-06-2007

Re: Speed dropped from 72mb to 5mb after BT line repair

raise a fault either by ticket or by phoning in
matt8787
Grafter
Posts: 31
Registered: 20-01-2013

Re: Speed dropped from 72mb to 5mb after BT line repair

where do i raise a ticket?
Community Veteran
Posts: 38,425
Thanks: 1,008
Fixes: 58
Registered: 15-06-2007

Re: Speed dropped from 72mb to 5mb after BT line repair

matt8787
Grafter
Posts: 31
Registered: 20-01-2013

Re: Speed dropped from 72mb to 5mb after BT line repair

thanks - would be handy if plusnet made the option for fault reporting more prominent within the support pages
Community Veteran
Posts: 38,425
Thanks: 1,008
Fixes: 58
Registered: 15-06-2007

Re: Speed dropped from 72mb to 5mb after BT line repair

It is - I just gave you a quick link
Start with "Help and Support"
Then "Ask a question"
Then "Broadband Speed"
Then "I want to report a speed problem"
matt8787
Grafter
Posts: 31
Registered: 20-01-2013

Re: Speed dropped from 72mb to 5mb after BT line repair

Well, logged it yesterday lunchtime.  No response as yet.  No change in speed.  Still struggling along with my 4-5mbs
Community Veteran
Posts: 19,099
Thanks: 434
Fixes: 21
Registered: 31-08-2007

Re: Speed dropped from 72mb to 5mb after BT line repair

Check your Current Line speed (Login required) then
Log in to the Modem/Router, in the Internet box, click Disconnect to drop the PPP Internet session (this is not the sync), wait 30 seconds then click Connect. This should ensure the relevant servers are updated with the current sync speeds.
Then run the BTw Performance test (ignore the red preamble except make sure no other programs are using the Internet) and at the end of the first run, click the Further Diagnostics button, enter just your Phone number and Run the Further Diagnostics Test.
The Downstream BT IP profile for the line should tell you if your sync speed is OK. and the Current Line speed should match this (not be substantially lower). If you want to post the figures, just do a Copy and Paste of the results and post (no need to grab an image).
matt8787
Grafter
Posts: 31
Registered: 20-01-2013

Re: Speed dropped from 72mb to 5mb after BT line repair

Current line speed:
5.6 Mb
matt8787
Grafter
Posts: 31
Registered: 20-01-2013

Re: Speed dropped from 72mb to 5mb after BT line repair

1. Best Effort Test:  -provides background information.
Download Speed
5.32 Mbps

0 Mbps 5.61 Mbps
Max Achievable Speed
Download speedachieved during the test was - 5.32 Mbps
For your connection, the acceptable range of speedsis 16 Mbps-5.61 Mbps .
Additional Information:
IP Profile for your line is - 5.61 Mbps
2. Upstream Test:  -provides background information.
Upload Speed
10.01 Mbps

0 Mbps 20 Mbps
Max Achievable Speed
Upload speed achieved during the test was - 10.01Mbps
Additional Information:
Upstream Rate IP profile on your line is - 20 Mbps

This test was not conclusive and further testing is required.This might be useful for your Broadband Service Provider to investigate the fault.
If you wish to carry out further tests,please click on 'Continue' button.If not, please close the window using 'Exit' button and contact your ISP for further assistance with these results.
Community Veteran
Posts: 19,099
Thanks: 434
Fixes: 21
Registered: 31-08-2007

Re: Speed dropped from 72mb to 5mb after BT line repair

I suspect that because of the Line problems you had, DLM has banded your connection, that's really slow. and it is a banded speed Sad
Check your ticket again first and if there isn't an update yet -
The only thing you might try tonight is Log in to the Router, in the Internet box, click Disconnect to drop the PPP Internet session (this is not the sync). Then Power down the Router, then power down the Modem and leave it off for an hour. When you power up, wait for all the Modem lights to stabilise before you power up the Router. Log in to it and click Connect.
Then run the BTw Diagnostic test again and see if your Profile has improved, somehow I suspect it won't and will require Openreach action. If by any chance it has and is back to where it should be, you'll need to get your Current Line Speed updated to match as I don't know how quick the system will update it for you, so you may need to ring in later.
Plusnet Help Team
Plusnet Help Team
Posts: 12,814
Thanks: 108
Fixes: 35
Registered: 27-04-2007

Re: Speed dropped from 72mb to 5mb after BT line repair

@matt8787
Sorry to hear about the issue, I also thing the speed may be banded at present, our faults guys do bear that in mind as a matter of course. There should be a response to your ticket soon.
Adam
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
matt8787
Grafter
Posts: 31
Registered: 20-01-2013

Re: Speed dropped from 72mb to 5mb after BT line repair

Thanks - how does one go about getting their line unbanded?
Community Veteran
Posts: 19,099
Thanks: 434
Fixes: 21
Registered: 31-08-2007

Re: Speed dropped from 72mb to 5mb after BT line repair

Faults team should be sorting that, is there anything on your Fault ticket?
matt8787
Grafter
Posts: 31
Registered: 20-01-2013

Re: Speed dropped from 72mb to 5mb after BT line repair

Just that its been escalated to the correct team for review - posted Saturday lunchtime