Unable to Report a Problem

[#1]

Hello  all..

As the title, the diagnostics bot cannot find my account. This may be because I only have a broadband account and not mobile/broadband.

My internet speed is 240kbps, both wired and wireless. This has been ongoing for several months and I would now like some help in resolving this issue.

Many thanks for any suggestions

K

[#2]

@kozak1 Do you have a mobile number associated with your account? As PN do not provide a mobile service, that is not the issue.

Are you on an ADSL, FTTC or FTTP connection?

Which router are you using?

[#3]

I have the landline and a mobile number on my profile.

I am using a Netgear router/modem - quite old now.

I don't know how to find out about connections but I think not fibre optic.

Thanks

K

[#4]

Which model of Netgear router? Knowing that would give me (or others) chance to see what information we could glean from it.

[#5]

From the back of the router;

Netgear 54mbps wireless ADSL

modem router  DG834G v3

Thanks

k

[#6]

Thanks, so you are on an ADSL connection. Do you have any other options - what does https://www.broadbandchecker.btwholesale.com/#/ADSL say? Attach a screenshot of of it to your next reply, obscuring the phone number.

[#7]

I had a Netgear DG834G but it was a good while back.

You would get a better speed with a "fibre" upgrade and an even better speed with a "full fibre" upgrade.

The complication with any change is that your landline will be ceased (with Plusnet).

Is the phone line noisy? 

[#8]

Personally, I think all this "upgrade" stuff is besides the point!

OP is on whatever they are on now - they need that sorting out now. Any upgrade can be considered later. Plus, if on ADSL, they are on copper and if there is a fault on the copper landline then changing to say VDSL (which runs on copper) is unlikely to be a solution.

Just my 2p.

If OP has a landline phone have they tried the Quiet Line Test on 17070 to check for noises on the line?

[#9]

Yep, @markhawkin , so did I - about 16 years back. It was a good bit of kit back then, but it has been out of production a while, and to be honest is ancient, in more ways than one.

Bearing in mind that ADSL will be history come January 2027, the OP needs to upgrade fairly sharpish.

[#10]

@pvmb Agreed, but without some clear information about the current situation, there is little Community members can do.

@Leanne_T  - can the Help Team assist here?

[#11]

A suggestion: Assuming they have a mobile phone, OP could put phone number in account profile (for both Home and Mobile number) and then use their mobile to test the line via the PN Line Test Bot.

The mobile service provider does not matter. Assuming this works if no landline service!

[#12]

If they are on ADSL, I'm guessing they probably have a landline, and substituting that with the mobile number would probably create more problems than it would solve.

[#13]

This is only half the page so let me know if you want the other half, but basically no fibre optic.

Thanks 

K

[#14]

@kozak1 Yes please - we really need the full report.

[#15]