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Very-very-very slow speed

BiAndSpy
Grafter
Posts: 33
Thanks: 1
Fixes: 3
Registered: 13-09-2016

Very-very-very slow speed

I am signed up for 5-7 Mbps. I am getting 0.16 Mbps downstream and .448 Mbps upstream. I have done all the usual checks, could some nice Plusnet person check my line?

8 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 4,553
Thanks: 250
Fixes: 111
Registered: 01-01-2012

Re: Very-very-very slow speed

Sorry to hear your speeds are poor.

Can you raise a fault here so we can investigate further?

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
BiAndSpy
Grafter
Posts: 33
Thanks: 1
Fixes: 3
Registered: 13-09-2016

Re: Very-very-very slow speed

I have tried reporting but the rely I get is "because you've said your broadband is working, we're closing the ticket...."

The broadband is working and was working before, that is not the issue, my problem is the speed is desperately slow, which the trouble shooter is incapable of recognising. I think that I am correct that to run the trouble shooter broadband is required anyway so it is very annoying that it keeps reporting that everything is fine when their is obviously a problem.

BiAndSpy
Grafter
Posts: 33
Thanks: 1
Fixes: 3
Registered: 13-09-2016

Broadband Troubleshooter needs troubleshooting!!

Am I correct in saying that you need broadband to run the troubleshooter?

The reason I ask is that when you try to report a slow connection it asks whether the broadband is working. Surely the answer always has to be yes otherwise it is impossible to run the troubleshooter?

 

And when entering "yes" the troubleshooter replies that it will close the ticket as everything is working.

So how do you use the troubleshooter to report a slow line?

BiAndSpy
Grafter
Posts: 33
Thanks: 1
Fixes: 3
Registered: 13-09-2016

Acceptable range of speeds (Mbps) question

Why do BT acceptable range of speeds seem so low?

 

My BT speed test reports a download speed of 0.13 Mbps. It also states the acceptable range of speeds is 0.05 to 0.25 Mbps. So BT states my connection speed is fine. I pay Plusnet for 5 to 7 Mbps, so if BT says my 0.13 Mbps is within tolerance, does this mean my on-going problems are not with the BT connection but are with Plusnet?

Plusnet Help Team
Plusnet Help Team
Posts: 4,553
Thanks: 250
Fixes: 111
Registered: 01-01-2012

Re: Very-very-very slow speed

Have you gone down the speed route as shown below?

example.PNG

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
Moderator
Moderator
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Registered: 06-04-2007

Re: Very-very-very slow speed

Moderator's note:

Threads merged.

Forum Moderator and Customer
Courage is resistance to fear, mastery of fear, not absence of fear - Mark Twain
He who feared he would not succeed sat still

BiAndSpy
Grafter
Posts: 33
Thanks: 1
Fixes: 3
Registered: 13-09-2016

Re: Very-very-very slow speed

Yes I have tried that and the troubleshooter then asks if the broadband works, which is then when I answer yes....but I now know that I should answer no (even though it is working but dead slow).

Plusnet Help Team
Plusnet Help Team
Posts: 4,553
Thanks: 250
Fixes: 111
Registered: 01-01-2012

Re: Very-very-very slow speed

I'll get that picked up for you shortly.

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team