Speed issues
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Speed issues
16-08-2014 1:47 PM
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Also, I'm getting disconnections repeatedly.
Could someone help me out, please? Thank you.
Re: Speed issues
17-08-2014 12:08 PM
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Re: Speed issues
17-08-2014 12:40 PM
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Welcome to PlusNET and the forums. There are no PlusNET support staff in the forums during weekends. There is very limited information which can be obtained on FTC systems, but the guidance in the speed issues thread at the top of this forum does have some appropriate help. Can you run the BT wholesale speed test and further diagnostics and get the "current speed" figure from the PN portal.
Is there any noise on your phone line? Dial 17070 option 2.
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Re: Speed issues
17-08-2014 1:00 PM
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Estimated line speed:
33Mb (Download speed could vary depending on line conditions. Estimates are the maximum speeds that your phone line can support. These speeds are dependent on the package you choose.) - Checked on 2014-08-14 00:41:07
Current line speed:
14.4 Mb
I can't hear any noise/interference when I select option 2.
Re: Speed issues
17-08-2014 1:12 PM
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That's really useful. There is clearly a fault on your line - the PlusNET profile is higher than the BT profile (never helpful) and rather suggests that the performance is degrading further. You are way below the estimate. Please raise a fault report here http:// faults.plus.net and post the reference number back here. You might need to look at "my questions" under "help and support" after raising the fault report to find the reference number.
Hope things are soon sorted.
Kevin
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Re: Speed issues
17-08-2014 1:15 PM
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Re: Speed issues
17-08-2014 1:24 PM
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That sounds like the installation wasn't done properly. The engineer should have fitted a new faceplate to the master socket which provides a separate data only connection for the modem. This faceplate automatically filters any extension sockets which means that it's not possible to get a data connection at those sockets. The fact that you can get a connection at an extension tends to indicate they didn't do the install properly.
Quote Also, I was under the impression that micro filters are no longer needed for fibre? I'm currently connected to an extension socket with a micro filter.
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Re: Speed issues
17-08-2014 1:38 PM
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dick:quote
Re: Speed issues
17-08-2014 1:46 PM
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Re: Speed issues
17-08-2014 1:51 PM
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In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Speed issues
17-08-2014 2:27 PM
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Re: Speed issues
18-08-2014 11:30 AM
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I've updated your fault ticket for you and pushed this back to our supplier for further testing as the second round of diagnostics did show a few potential issues. I would hope that we hear something back from them within the next 24-48 hours and we can then see what the desired outcome will be.
If you need to see the support ticket, you can view it here.
Re: Speed issues
18-08-2014 10:46 PM
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Re: Speed issues
20-08-2014 11:58 AM
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Re: Speed issues
20-08-2014 2:34 PM
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It looks like we're still awaiting an update from the supplier on this one so we don't have much to share at the moment.
Just to check with you though, MisterW asked if you were using a filter on the socket given that the engineer didn't replace this with a new one, is this the case?
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