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broadband very slow after phone line fault

Posts: 1
Registered: ‎07-07-2018

broadband very slow after phone line fault

My broadband is very slow after phone line has been broken. Now phone line is fixed but websites are loading very slowly and streaming is impossible when before breakdown everything worked flawlessly. I tried rebooting the router, done factory reset, changed microfilter and no luck. Please help.

Posts: 22,169
Thanks: 9,112
Fixes: 144
Registered: ‎22-08-2007

Re: broadband very slow after phone line fault

Hi @agnieszka,

A warm welcome to the forums.  After a phone line issue, it can take time for the internet speed to recover … sometimes though the fault is not fully rectified, so it is worth doing the usual checks...

Broadband is not going to work well if the "phone" line is not working properly.

Please perform a quiet line test - dial 17070 select option 2 using a corded phone plugged into the test socket behind the face plate of the master socket. It should be silent. A noisy phone line (or no dial tone) will have a marked adverse impact on the performance of broadband.

If the line is noisy or there is no dial tone, then a PHONE LINE fault needs to be raised with your phone provider. If this is PlusNet, you can report a fault on line using the button below.  From the Q&A list, choose the one which matches the problem, 'open' the 'section' and click the trouble-shooter link.  NB: If you receive a failure message (rather than a log-in prompt) then log-in to the user portal in a different browser tab and attempt to use the trouble-shooter again.


What are the expectations for your line?

Please use the following links to check the services available and their estimated speeds. From the first link, please record and report back the distance from the exchange. The second link advises of which fibre services (if any) are available on your line and their anticipated speed.


How is your line performing?

Please post your router stats; for PN TG582n and 2704n routers use the buttons below, for other routers look at the Kitz link.

Also run a BT Wholesale speed test (ideally using an Ethernet wired PC with the WiFi turned off) then run the further diagnostics and post the results here. DO NOT REBOOT the router!

NB: Please use an Edge browser or IE as there have been many reports that others fail to function correctly when accessing the BTw speed test.

Also find your CURRENT SPEED (PlusNet line profile) from the PlusNet user portal - you will need to log in.


Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 2,511
Fixes: 126
Registered: ‎26-03-2018

Re: broadband very slow after phone line fault

Hi @agnieszka,

I've taken a look into your fault today and upon further investigation I can see that there is still external work being carried out in relation to the phone fault that you were previously experiencing and this work is due to have completed by the end of the day today.

As this is the case, our faults team will continue to monitor the fault and once we receive any further updates we will get back in touch with you as soon as possible, however if you continue to experience any further issues then please don't hesitate to get back in touch with us so we can investigate further.

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