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Very very slow internet

siansomers
Dabbler
Posts: 16
Registered: ‎29-09-2013

Very very slow internet

Hi
My broadband speed seems to have dropped to a pretty constant 500kbps in the last couple of weeks
I've done all the speed checks and raised a ticket
Interestingly, one of the tests I did (BT wholesale test) seemed to suggest that the maximum I could get with my connection was 0.5mbps which is terrible
Have I read that correctly?Huh
I've had a much higher speed than that in the past so can't understand why it's showing this as maximum.
Results of router and bt test below
ROUTER TEST
System Up Time 00:02:30
Port Status TxPkts RxPkts Collisions Tx B/s Rx B/s Up Time
WAN PPPoA 293 305 0 519 1279 00:01:33
LAN 10M/100M 1359 0 0 1634 0 00:02:26
WLAN 11M/54M 2206 2172 0 3893 2107 00:02:16
ADSL Link Downstream Upstream
Connection Speed 573 kbps 445 kbps
Line Attenuation 46 db 14 db
Noise Margin 31 db 18 db
Result from BT test:
1. Best Effort Test:  -provides background information.
Download  Speed
0.18 Mbps

0 Mbps 0.5 Mbps
Max Achievable Speed
Download speed achieved during the test was - 0.18 Mbps
For your connection, the acceptable range of speeds  is 0.1 Mbps-0.5 Mbps.
IP Profile for your line is - 0.5 Mbps
2. Upstream Test:  -provides background information.
Upload Speed
0.36 Mbps

0 Mbps 0.45 Mbps
Max Achievable Speed
Upload speed  achieved during the test was - 0.36Mbps
Additional Information:
Upstream Rate IP profile on your line is - 0.45 Mbps
We can no longer watch any streamed video or music anymore - very frustrating
thanks
Sian
19 REPLIES
Community Veteran
Posts: 38,460
Thanks: 1,031
Fixes: 62
Registered: ‎15-06-2007

Re: Very very slow internet

The simple answer is that your line has been banded because of perceived instability or excessive errors http://www.plus.net/support/broadband/speed_guide/broadband_terminology.shtml#bandedProfiles
The much less simple answer is why it has happened
I assume that you have raised a fault here http://faults.plus.net and not a normal ticket
The staff on here should be able to help on Monday
siansomers
Dabbler
Posts: 16
Registered: ‎29-09-2013

Re: Very very slow internet

Thanks Oldjim
I have raised the fault there so hopefully will find out more tomorrow...............
wykehamhouse
Grafter
Posts: 260
Registered: ‎01-02-2013

Re: Very very slow internet

Quote from: siansomers
I have raised the fault there so hopefully will find out more tomorrow...............

I suspect you'll get a response to this thread tomorrow from the Digital Care Team. I suspect they will do an 'SNR reset' which will remove the banding and reset the line back to a 6dB margin. You should then get about 6.5-7Mbps.
Really hope you get this sorted Smiley.
siansomers
Dabbler
Posts: 16
Registered: ‎29-09-2013

Re: Very very slow internet

Still no response on ticket raised for this fault - it's been 24 hours since I raised it
Am I being impatientHuh
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: ‎13-07-2012

Re: Very very slow internet

Hi Sian,
I've posted a graph of your conenction which seems to show why your line is currently running at a slower rate:
<img src="http://community.plus.net/visualradius/generated/image1380550265557.png"/>
Has anything changed internally to your setup?
A SNR reset will be required, but first we'd need to see that your line is stable again. Our faults team are testing your line and will be in-touch with you.
siansomers
Dabbler
Posts: 16
Registered: ‎29-09-2013

Re: Very very slow internet

Nothing's changed other than me plugging and unplugging phones and routers and rebooting things lots of times over the weekend to see if I could correct the slow speeds I'd been getting over last couple of weeks - would that be what is causing the breaks?
The problem with slow speeds has been there for a couple of weeks - not just over this weekend - where there was no interruption to supply
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: ‎13-07-2012

Re: Very very slow internet

Our faults team will pick this up, if your line is stable tomorrow we should then be able to place a SNR reset which will take a few hours to have the hopefully desired effect.
siansomers
Dabbler
Posts: 16
Registered: ‎29-09-2013

Re: Very very slow internet

Thankyou 
#fingersandtoescrossed
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: ‎13-07-2012

Re: Very very slow internet

I've placed  a SNR reset on your line and updated your ticket too.
siansomers
Dabbler
Posts: 16
Registered: ‎29-09-2013

Re: Very very slow internet

Thankyou for this
I've just got home to test my new super duper speedy internet but I still don't seem to have any improvement
The router says I should get good speeds download of 5683kbps) but the BT test (with my laptop connected directly to the router still shows slow speeds (see below)
Is there something else I need to do (like rebooting the router? - I was told not to disconnect the router during the 10 days testing
thanks
Best Effort Test:  -provides background information.
Download  Speed
0.21 Mbps

0 Mbps 7.15 Mbps
Max Achievable Speed
Download speedachieved during the test was - 0.21 Mbps
For your connection, the acceptable range of speeds is 2 Mbps-7.15 Mbps.
IP Profile for your line is - 5.01 Mbps
2. Upstream Test:  -provides background information.
Upload Speed
0.35 Mbps

0 Mbps 0.45 Mbps
Max Achievable Speed
Upload speed achieved during the test was - 0.35Mbps
Additional Information:
Upstream Rate IP profile on your line is - 0.45 Mbps

This test was not conclusive and further testing is required.This might be useful for your Broadband Service Provider to investigate the fault.
If you wish to carry out further tests,please click on 'Continue' button.If not, please close the window using 'Exit' button and contact your ISP for further assistance with these results.
Community Veteran
Posts: 38,460
Thanks: 1,031
Fixes: 62
Registered: ‎15-06-2007

Re: Very very slow internet

siansomers
Dabbler
Posts: 16
Registered: ‎29-09-2013

Re: Very very slow internet

Estimated line speed:
3.0Mb (This may vary between 2Mb and 5.5Mb) - Checked on 2013-09-30 13:31:40
Current line speed:
5 Mb
Community Veteran
Posts: 38,460
Thanks: 1,031
Fixes: 62
Registered: ‎15-06-2007

Re: Very very slow internet

Then I have no idea why you are getting such horrible results
siansomers
Dabbler
Posts: 16
Registered: ‎29-09-2013

Re: Very very slow internet

Just spoke to a very nice man on customer support line who suggested I reboot my router and it all works again!!!
I am one very happy lady
Big thanks to everyone that has helped me - this forum is great  Cheesy