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Very low speed and connection drops since moving house

jhaz
Newbie
Posts: 4
Registered: ‎27-10-2014

Very low speed and connection drops since moving house

Hi,
I had my bandband re-setup about 2 weeks ago, after moving house.
Though, it has been very unreliable, with speeds dropping to 0.10Mbps, most evenings for the last week the service is hardly usable. Sometimes the speed goes upto 12Mbps, but this is rare. I've been using http://www.speedtest.btwholesale.com/
I've tried logging a Support ticket via the Broadband Trouble shooter, but the wizard always says "Thanks for confirming that your broadband is working" and closes the question automatically (which is very frustrating) even we it's make clear that it isn't working..!
Any advice would be most welcome...
7 REPLIES
Community Veteran
Posts: 38,460
Thanks: 1,031
Fixes: 62
Registered: ‎15-06-2007

Re: Very low speed and connection drops since moving house

As a first shot can you post the information requested here http://community.plus.net/forum/index.php/topic,96155.0.html and after that try using the test socket and see if things improve
jhaz
Newbie
Posts: 4
Registered: ‎27-10-2014

Re: Very low speed and connection drops since moving house

Thanks, I've looked at the post and logged onto the router, here is the data

DSL Connection
Link Information
Uptime: 0 days, 2:01:32
DSL Type: ITU-T G.992.5
Bandwidth (Up/Down) [kbps/kbps]: 443 / 20.007
Data Transferred (Sent/Received) [MB/MB]: 26,32 / 183,55
Output Power (Up/Down) [dBm]: 12,3 / 0,0
Line Attenuation (Up/Down) [dB]: 10,8 / 22,0
SN Margin (Up/Down) [dB]: 31,1 / 3,1
System Vendor ID (Local/Remote): TMMB / ----
Chipset Vendor ID (Local/Remote): BDCM / IFTN
Loss of Framing (Local/Remote): 0 / 0
Loss of Signal (Local/Remote): 0 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): -
Error Seconds (Local/Remote): 26 / 0
FEC Errors (Up/Down): 0 / 0
CRC Errors (Up/Down): 0 / 27
HEC Errors (Up/Down): 0 / 76

My router is connected directly, not using any telephone extensions
Community Veteran
Posts: 38,460
Thanks: 1,031
Fixes: 62
Registered: ‎15-06-2007

Re: Very low speed and connection drops since moving house

Can you do the other tests requested but also are you doing the tests via wireless or wired
As an aside - your upstream needs uncapping but this should be picked up here
JTaylor
Grafter
Posts: 93
Registered: ‎18-08-2014

Re: Very low speed and connection drops since moving house

Hi Jhaz
I've just tried to have a look at this for you but it seems your router is either off or not configured correctly.
Can you confirm you've got all this working correctly?
jhaz
Newbie
Posts: 4
Registered: ‎27-10-2014

Re: Very low speed and connection drops since moving house

Hi Jack T,
Sorry for the delay replying. I've been doing some testing, and discovered that when I connect to the router directly with a network cable, everything works fine and speed is good.
It's when I'm connecting wirelessly, that I'm having the problem.
Could you advise please? do I need a new router? I've been using the TG582n
Plusnet Help Team
Plusnet Help Team
Posts: 1,953
Thanks: 22
Fixes: 5
Registered: ‎24-07-2014

Re: Very low speed and connection drops since moving house

Morning jhaz,
I'm glad you've managed to locate the problem. Now we know it's wireless, it's worth changing the wireless channel. If you follow that link it might provide some tips to improve the service for you. 
Tony
If this post resolved your issue please click the 'This fixed my problem' button
 Tony T
 Plusnet Help Team
jhaz
Newbie
Posts: 4
Registered: ‎27-10-2014

Re: Very low speed and connection drops since moving house

Thanks Tony, I've changed the wireless channel to 6. And everything seems fine now