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Speed problem after reaching 1Gb limit

tich731
Grafter
Posts: 53
Registered: 16-11-2007

Speed problem after reaching 1Gb limit

I have recently been upgraded to MaxDSL and have enjoyed much faster speeds.
At the end of last month (03/12/07) I exceeded my download limit and PN restricted my speed to 128kbps for the remaining 2 days. This was reset on 04/12/07.
Since then I have still only been getting speeds around 130kbps as measured on PN's speedtest. Mybroadbandspeed shows 133kbps.
I raised a ticket and PN have checked my account profile is set correctly and the bandwidth usage figures have bee reset.
I have rebooted my router many times with no effect.
The BT speedtester will not run.
What else can I do?
14 REPLIES
Community Veteran
Posts: 26,550
Thanks: 795
Fixes: 9
Registered: 10-04-2007

Re: Speed problem after reaching 1Gb limit

Quote from: tich731
What else can I do?

Hope that someone from Plusnet comes along who knows what they are talking about and can make sure you are put back on to the correct service offering. There have been a number of cases exactly the same as yours over the last few days that James has sorted out.
In the meantime I suggest you bounce the ticket back to them stating categorically that you are currently on the wrong service offering in the hope that it gets read by someone that knows what they are talking about. Posting the ticket number back here might help.
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
tich731
Grafter
Posts: 53
Registered: 16-11-2007

Re: Speed problem after reaching 1Gb limit

Y'know, I kinda suspected that there was a problem on PN's side.
The ticket no is 23596997
Thanks
Community Veteran
Posts: 26,550
Thanks: 795
Fixes: 9
Registered: 10-04-2007

Re: Speed problem after reaching 1Gb limit

PJ - it's nothing to do with that - it's yet another case like http://community.plus.net/forum/index.php/topic,58109.0.html (read through to the second page)
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
tich731
Grafter
Posts: 53
Registered: 16-11-2007

Re: Speed problem after reaching 1Gb limit

The message shown is "Your current broadband speed is 5500 Kbps"
I confirm that on BTspeedtester I am entering username correctly - currently the site is hanging at the phone number page, so I cannot get the other values yet - i'll keep trying.
It does seem to be an interesting coincidence that the problem occurred when PN restricted the speed!!
Community Veteran
Posts: 26,550
Thanks: 795
Fixes: 9
Registered: 10-04-2007

Re: Speed problem after reaching 1Gb limit

The annoying thing for you is that I think that this is a problem that has to be referred through to networks - which means I suspect it won't be fixed until Monday. Sad
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
Community Veteran
Posts: 26,550
Thanks: 795
Fixes: 9
Registered: 10-04-2007

Re: Speed problem after reaching 1Gb limit

The clue was the speeds he was quoting being so close to 128K, plus the fact that he said he had been restricted.
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: 18-07-2007

Re: Speed problem after reaching 1Gb limit

Hi there,
I've had a look and you're definitely on the correct service offering for the account. Having said that if you haven't disconnected then reconnected since your usage was reset you'll still be on a restricted profile - try dropping the connection for a few minutes then reconnect and see if there's any improvement.
Please let me know if it makes no difference,
tich731
Grafter
Posts: 53
Registered: 16-11-2007

Re: Speed problem after reaching 1Gb limit

I have rebooted my router a number of times since this problem arose. I have also disconnected and reconnected the power supply and phone cable.
Following the latest reboot the results from Mybroadbandspeed are now as follows:-
Download 127kbps
Upload 96kbps
Also, I have just been able to start BTspeedtester and it indicates a problem - it asks me to change my Username to bt_test_user@plusdsl.net and blank the password. However, my router will not accept a blank in the password field, so I cannot continue with the additional test configuration.
Any advice please?
Community Veteran
Posts: 6,366
Thanks: 490
Fixes: 45
Registered: 30-07-2007

Re: Speed problem after reaching 1Gb limit

I dont think it matters what password you use with bt_test_user,  its ignored.
tich731
Grafter
Posts: 53
Registered: 16-11-2007

Re: Speed problem after reaching 1Gb limit

I've tried bt_test_user with and without a password, and I cannot get a connection.
Community Veteran
Posts: 26,550
Thanks: 795
Fixes: 9
Registered: 10-04-2007

Re: Speed problem after reaching 1Gb limit

I've sent you a PM with an idea of how this can be progressed.
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
James
Grafter
Posts: 21,036
Registered: 04-04-2007

Re: Speed problem after reaching 1Gb limit

Hi there,
I can see that this is due to be "dial tested" at lunchtime today.  That way we'll be able to see if this is a profiling issue at our end or merely an issue on your line itself.
We'll keep you posted.
tich731
Grafter
Posts: 53
Registered: 16-11-2007

Re: Speed problem after reaching 1Gb limit

I have now been advised by PN that -
"I have now amended your profile in our traffic management system to reflect your account type."
Speeds now measured at 2305 kbps.
So, this confirms, does it not, that the problem has always been with PN?
Community Veteran
Posts: 26,550
Thanks: 795
Fixes: 9
Registered: 10-04-2007

Re: Speed problem after reaching 1Gb limit

Absolutely right. How much compensation have they given for the days with substandard service (plus the day when you were asked not to use the service so that they could perform tests)?
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)