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help with speed suddenly dropping

kconnor
Newbie
Posts: 3
Registered: ‎07-06-2014

help with speed suddenly dropping

i'm not very tech savy so not really familiar with all the jargon and sorry if i say something wrong in advance
we've been on plusnet for about 2-3 years and consistently had a download speed of around 6mbps and suddenly in the last 2 days it's gone down to 1mbps or less and has randomly dropped about twice each evening which it didn't do before. I notice this especially when using my ps3 (which is wired in) but the problem isn't with the ps3 end exclusively because all y internet devices have this problem. it's started dropping me out of games and the psn randomly which it also didn't do before. I might just be being really thick here and it's an obvious fix but some help would really be appreciated!  Cheesy
4 REPLIES
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: ‎26-11-2011

Re: help with speed suddenly dropping

Hi kconnor,
I'm sorry to hear that you're having problem with your connection. I've taken a look at your connection and can see a large number of drops:
<img src="http://community.plus.net/visualradius/generated/image1402311514945.png"/>
Any ideas what these might have been caused by? My testing points towards the router either being switched on/off or the router forcing the connection drop on it's own accord (faulty). Once we get to the bottom of this, we should get your line moved from ADSL to ADSL2+ so we can get the best out of your line, however, I'd like to get the underlying problem sorted first Smiley
Chris Pettitt
Cloud Environments Engineer
kconnor
Newbie
Posts: 3
Registered: ‎07-06-2014

Re: help with speed suddenly dropping

the router has been turned off and on again a few times on saturday because we were doing all  of the bt speed tests reccomended by plusnet to find out the issues and never really got any where Tongue but i'm pretty sure that the router has not been turned off that many times maybe 4 over the whole week so the connection is being dropped on it's own accord by the router. we did move the router 2 weeks ago but when i tested the speed it was the same as it was in the previous location (just in case that's helpful) Tongue what is the process to change from ADSL to ADSL2+? Thanks for the help so far Smiley
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: ‎26-11-2011

Re: help with speed suddenly dropping

I can place an order with our suppliers to get that switched over. I'd rather be sure that the dropping connection issue has been fixed in the first instance.
I'll see what the Faults Team make of the fault first and once resolved, we'll switch you to ADSL2.
Chris Pettitt
Cloud Environments Engineer
kconnor
Newbie
Posts: 3
Registered: ‎07-06-2014

Re: help with speed suddenly dropping

cheers!