Speed issue

[#1]

Hi,
A colleague of mine is having problems with his home broadband speed. He doesn't know his log in details and isn't particularly computer savy so I have said I will post on here on his behalf. He is getting around 0.3 MBps whilst his neighbours are getting the usual 5-6 MBps. I think this has been going on for some time know and he has just put up with it. He lives in a built up area and is around 1.5 miles from the exchange so I don't see any reason why he shouldn't be getting much better speeds. Could someone have a look at this for me please? He is going to try and find his log in details and password but that may take sometime so if it is possible to send these to his registered email address that would be great.
[removed]
Is this enough information for you to go on?
Many thanks.
[Moderator's note by Dick (Strat) Personal details removed from a public forum into a hidden board.

[#2]

Hi mickstreet,
I've dropped a ticket to him with my findings.
Jojo

[#3]

Hi,
Many thanks, appreciate that.
Mick

[#4]

Hi Mick,
Sorry I couldn't really discuss it with you. You said he couldn't remember his log in details. Hopefully he can get to his ticket. If not, he'll have to call the support team to ask.
Jojo

[#5]

Shouldn't a copy of the ticket go to his email address? I've asked a mod to remove the personal details (especially as you've dealt with it). Best to use a PM for personal details mickstreet 

[#6]

He has got his username and password now. I'm assuming by saying you have "dropped him a ticket" this will be as an email? If so I'll give him a call and get him to check. I guess there is some sort of problem with his connection though?
Mick.

[#7]

A "Ticket" is another name for Question, see https://www.plus.net/my.html?action=questions&?helpheader=questions (login required).
But it is usually copied to the email address registered with the account as well.

[#8]

Hi Jo,
It's Mick here still. John has given me his login details and given me permission to try and sort the issues he is havingon his behalf. As I said, he isn't very computer savy and I would end up helping him anyway if I asked him to post on here. I've seen the message you sent on the ticket regarding the router being turned off when not in use. He has been told to try leaving it on previously by yourselves when he raised this as an issue sometime ago. He did leave it switched on for over a month but was still having really low speeds. He has said that the speed has been around the same (less that 0.5 Mbps) since he took the service out with yourselves 4 years ago. Surely if the issue was down to having the router switched off it wouldn't cause this much of an issue, I can understand the speed will drop but not that dramatically?
If you can let me know what you want him to do next I will give him a call and talk him through it.
Many thanks

[#9]

This could be a bit tricky if you aren't at his location, what would be ideal would be to see some ADSL line stats from his modem/router.
What modem/router has he got? Can you talk him through getting them?
Failing that, were there any stats posted in the ticket? If not, the only way I can think is for a member of PN staff to get a line test run and post the stats on the/a ticket, you'd then have to post them on here. This is because they may not be able to post them on here direct, as it has to be the account owner requesting the information, Data protection and all that. I may be wrong if someone from the Dig Care team picks this up they'll be able to say.

[#10]

Hi there,
Not sure if it is intermittent connectivity, possibly not looking at the logs:
<img src="http://ccgi.psmith12.plus.com/visradius/generated/image13353460406204.png" />
However the router is rarely syncing above 512kb/s which will be keeping the speed down. Is the router plugged into the master socket, and are all other items on the line filtered? If not, please plug it into the test socket (behind the master socket front plate) and check the sync rate and line stats, if you could post them in here (ideally along with the stats as they are with the router as it is currently, for comparison) then we might be able to advise further.