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Very slow speeds

gen88
Newbie
Posts: 5
Registered: 07-01-2014

Very slow speeds

Hi I hope someone can help.
I had a problem with my BT phone line just before Christmas due to the storms, the line became unusable, very crackly, and it took until last Friday 3rd January for BT to fix it. During the eleven days the line was unusable my internet connection from Plusnet was obviously unusable as well. Since the BT line was fixed the internet has started working again but the speeds on it are terrible. I have tried rebooting the router, changing the filter etc but it's not helping. I don't have a test socket to try.
BT Wholesale Availability Checker: ADSL2+ downstream line rate up to 13.5 Mbps
My router (TP-LINK TD-W8961ND) stats are currently :
SNR margin: downstream 36.6 db upstream 26.2 db
Line attenuation: downstream 23.0 db upstream 11.4 db
Data rate: downstream 286 kbps upstream 446 kbps
BT Wholesale Broadband Performance Test
Ping Latency (ms): 78.13
Best Effort Test
Download speed achieved during the test was - 0.2 Mbps
For your connection, the acceptable range of speeds is 0.1 Mbps-0.25 Mbps.
IP Profile for your line is - 0.25 Mbps
Upstream Test
Upload speed achieved during the test was - 0.27 Mbps
Upstream Rate IP profile on your line is - 0.83 Mbps
I did the BT Wholesale Broadband Performance Test three times yesterday at 2pm, 8pm and midnight, to see if  the time of day made any difference but it was virtually the same each time.
https://portal.plus.net/my.html?action=data_transfer_speed shows the following:
Estimated line speed:    There's no speed estimate currently held on your account.
Current line speed:    0.2 Mb
It's been four days since BT fixed the line problem and there is no sign of the speed increasing so will it increase by itself after ten days of having a stable line again? Or is this something that has to be manually reset by Plusnet / BT ?
Thanks for your help.
3 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 13,322
Thanks: 223
Fixes: 65
Registered: 27-04-2007

Re: Very slow speeds

Hi there,
I've submitted an SNR reset which should fix this within the next few hours.
Let us know if there's still any problems beyond that
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
gen88
Newbie
Posts: 5
Registered: 07-01-2014

Re: Very slow speeds

Thanks for your help but unfortunately the speed is still very slow, here are the stats from just now:
Router:
SNR margin: downstream 6.1 db upstream 27.3 db
Line attenuation: downstream 23.0 db upstream 11.4 db
Data rate: downstream 15603 kbps upstream 448 kbps
BT Wholesale Broadband Performance Test
Ping Latency (ms): 62.50
Best Effort Test
Download speed achieved during the test was -  0.19 Mbps
For your connection, the acceptable range of speeds is 4 Mbps-21 Mbps.
IP Profile for your line is – 13.76 Mbps
Upstream Test
Upload speed achieved during the test was -  0.36 Mbps
Upstream Rate IP profile on your line is - 0.83 Mbps
How can I get the speed back to normal? I usually get between 12 to 14 Mbps download and 0.9 Mbps upload.

Plusnet Help Team
Plusnet Help Team
Posts: 13,322
Thanks: 223
Fixes: 65
Registered: 27-04-2007

Re: Very slow speeds

Hi, we just needed to update the profile on your account. That should be fine now.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team