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Speed gone down to 16kbps

darcy
Grafter
Posts: 59
Registered: 31-05-2010

Speed gone down to 16kbps

My speed  dropped  right off after an outage at the exchange ( so I was told by a memeber of PN staff) . It is dropping further and further and just kept being told to wait 72 hours before anything else can be done. WHY??
I rebooted my router when  this heppened and no imrovement. I have not touched the router since, as was told to leave it for 72 hours. There is no improvement.
I cannot even open a webpage with 16kbps. It goes between 400 - 16kbps
adieShockedrange all caps title removed as per link:rules]
16 REPLIES
darcy
Grafter
Posts: 59
Registered: 31-05-2010

Re: SPEED GONE DOWN TO 16kbps

Calling PN again.
Community Veteran
Posts: 38,460
Thanks: 1,027
Fixes: 62
Registered: 15-06-2007

Re: SPEED GONE DOWN TO 16kbps

Stop bumping - it is against the Forum Rules
More constructively what are the stats from your router - noise margin, speeds and attenuation
Look here if you need help in getting them http://community.plus.net/forum/index.php/topic,96155.0.html
darcy
Grafter
Posts: 59
Registered: 31-05-2010

Re: Speed gone down to 16kbps

Didn't know the forum rules. Can't you be a bit more polite than "stop bumping" ?
latest speed test
Monday 2.30
1. Best Effort Test:  -provides background information.
Download  Speed
0.07 Mbps

0 Mbps 0.5 Mbps
Max Achievable Speed
Download speed achieved during the test was - 0.07 Mbps
For your connection, the acceptable range of speeds  is 0.05 Mbps-0.5 Mbps.
Additional Information:
Your DSL Connection Rate :0.48 Mbps(DOWN-STREAM), 0.35 Mbps(UP-STREAM)
IP Profile for your line is - 0.35 Mbps
Community Veteran
Posts: 38,460
Thanks: 1,027
Fixes: 62
Registered: 15-06-2007

Re: Speed gone down to 16kbps

We still need the router stats
I said bumping because that is what the rule says http://community.plus.net/forum/index.php/topic,218.0.html#post_bump - perhaps I should have added Please at the beginning  Embarrassed
Plusnet Help Team
Plusnet Help Team
Posts: 13,313
Thanks: 218
Fixes: 64
Registered: 27-04-2007

Re: Speed gone down to 16kbps

@darcy
I've just done a quick check on your details and spotted an obvious issue.
As demonstrated in the graph below your connection was subject to some dropouts a few days ago and this has caused the line profile and to lower and subsequently your experience of the speed of your connection.
As the connection seems to have restabilised over the past few days I've decided to submit an SNR reset to see if that brings the line profile back up and fix the issue.
The reset should take effect within a couple of hours so do test the speeds again and let us know how things are.
Adam
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Community Veteran
Posts: 38,460
Thanks: 1,027
Fixes: 62
Registered: 15-06-2007

Re: Speed gone down to 16kbps

what graph
Plusnet Help Team
Plusnet Help Team
Posts: 13,313
Thanks: 218
Fixes: 64
Registered: 27-04-2007

Re: Speed gone down to 16kbps

This very one I forgot to post! Smiley
<img src="http://community.plus.net/visualradius/generated/image13751763979657.png"/>
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
darcy
Grafter
Posts: 59
Registered: 31-05-2010

Re: Speed gone down to 16kbps

There is no improvement in my speed and it is now 6.30 pm - around 8 hours from when the SNR reset was done.
Can you please sort this tomorrow if there is no change by the morning? I was under the impression that Openreach would be sorting this out and was hoping the SNR  reset would sort it first...
This is the latest speed test from BT
Download  Speed
0.06 Mbps
 
0 Mbps 0.5 Mbps
Max Achievable Speed
Download speedachieved during the test was - 0.06 Mbps
For your connection, the acceptable range of speeds is 0.05 Mbps-0.5 Mbps.
Additional Information:
Your DSL Connection Rate :0.58 Mbps(DOWN-STREAM), 0.35 Mbps(UP-STREAM)
IP Profile for your line is - 0.35 Mbps
darcy
Grafter
Posts: 59
Registered: 31-05-2010

Re: Speed gone down to 16kbps

I spoke to someone called [mremoved] yesterday about 5pm about the SNR reset which had made no difference to my speed and he said to leave it over night and call again in the morning where I could talk to someone about it if there had been no change by morning . As this fault has been ongoing for about 6 days in total he told me, I would not have to wait any longer . I called again this morning  and was told by someone called Ben that you were very busy at Plusnet and I would just have to wait until the faults team could get to me. NOT ACCEPTABLE. Once again, I am being fobbed off and shoved around. PLEASE SORT THIS OUT. At the beginning when I reported this fault I was told that BT would sort it at the exchange. As far as I know they have not even been informed yet. I do know that I am not the only one with a fault, but why spin things out over and over??I live in the country in a rural area and my broadband is my only connection with the outside world. I am disabled and need to have internet for nearly everything.
This is my test this morning from BT
8.30am wed
Download Speed
0.04 Mbps
0 Mbps 0.5 Mbps
Max Achievable Speed
Download speed achieved during the test was - 0.04 Mbps
For your connection, the acceptable range of speeds is 0.05 Mbps-0.5 Mbps.
Additional Information:
Your DSL Connection Rate :0.58 Mbps(DOWN-STREAM), 0.35 Mbps(UP-STREAM)
IP Profile for your line is - 0.35 Mbps
[Moderator's note by Jim (Oldjim): CSA name removed as per the forum rules.]
Plusnet Help Team
Plusnet Help Team
Posts: 13,313
Thanks: 218
Fixes: 64
Registered: 27-04-2007

Re: Speed gone down to 16kbps

Hi there,
Sorry to see that the SNR reset did help with that.
This may have been covered when you've called us but I'm not sure why there's an impression that things are going around in circles, to clarify we do our best to respond to all faults raised within 72 hours, I'm not a faults agent but thought it best to intervene in the meantime as I could see an obvious issue, I'm sorry that hasn't helped but I will investigate that further and see what else we can do to resolved that for you. Failing that I'll do my best to request that the faults team respond formally today as that hasn't happened yet.
We do appreciate that you're finding this a very frustrating experience and we'll continue to do what we can, problems such as this can't always be rectified quickly or on the first attempt I'm afraid. I'll make sure I keep in touch with you today as this is being looked into.
All the best,
Adam
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
darcy
Grafter
Posts: 59
Registered: 31-05-2010

Re: Speed gone down to 16kbps

Thank you. Adam.
I have just found out that I was told a complete fabrication by CS link:csa removed yesterday when he told me that if the snr reset had made no difference to my broadband, to call in the morning and I would not be made to wait another 72 hours following  this. I did so and was fobbed off again by Ben and have just been now told that Rob should not have said this and it was going to take another 72 hours. Can nobody be honest at Plusnet??This has been going on and on and on. I have been fobbed off and shoved around from ***** to **** since I started my new package in April- which actually did not even happen, although I had an email to say it had started in June.
Lies  and more lies continually and consistantly. This is the last straw. No wonder I am so angry and posting over and over in the forum. The frustration and anxiety this causes when you  cannot get through to someone to actually do something to help without lying through their teeth is just too much.
This organsation is turning into another major isp beginning with T... T. They are the just the same and that is why I left them. As soon as they get a bit bigger it all gets out of control and turns into a mess.Because of this total nightmare from day one I should be able to leave PN with no penalties as I was not given the chance to cancel the contract due to the contract not having started at all, despite them emailing me to say it had done.
I have contacted OFCOm and will be taking htis to the ombudsman now. This is not just about thecurrent  fault I have with my broadband, but about the horrendous service given by PN nowadays, May I add that everyone at PN is always polite though.
adie:red CSA name removed as per link:rules
Plusnet Help Team
Plusnet Help Team
Posts: 13,313
Thanks: 218
Fixes: 64
Registered: 27-04-2007

Re: Speed gone down to 16kbps

Hi there,
It is correct unfortunately that the SNR reset didn't take effect, a further one submitted today doesn't seem to have resolved the issue either unfortunately. I'm sorry for the misinformation you were given, anything that's ocurred between the fault being raised and it being picked up by our faults team should not mean waiting another 72 hours so I've no idea why that's been mentioned.
Going forwards, as much as I'd like to I'm unable to pick this issue up personally but I will go and speak with our faults team as this issue does require there attention. I understand how you feel but I don't feel that chasing this in the meantime will help your situation.
Adam
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
darcy
Grafter
Posts: 59
Registered: 31-05-2010

Re: Speed gone down to 16kbps

Can someone PLEASE tell me what is happening with my broadband fault.Huh Waiting, waiting, waiting, again. Someone called me on Wednesday to tell me it would be passed to their wholesalers and I was expecting to hear by now what is going on, but still NOTHING!
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: 18-07-2007

Re: Speed gone down to 16kbps

Hi, looks like our team have booked an engineer visit in for Thursday - hope everything goes well and it gets sorted for you, please let us know.