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redridinghood - Speed Problem

redridinghood
Dabbler
Posts: 18
Registered: 24-04-2013

redridinghood - Speed Problem

not a clue where to ask for help but here looks like a good place.
already raised a ticket through fault finding and no one has got back to me from plusnet and that was last week.so will try here now
iv had copper wire internet for 1 year and had a couple of problems which have been sorted out.but now the internet is like watching paint dry slow is not even the word for it.
in 1 month I have gone from 10000kbps download and 1000kbps upload to 6000kbps download to 889kbps upload. trying use my xbox is is like hitting you head against wall every time I turn xbox on the router decides it wonts to reset itself or i keep on getting signed out off xboxlive alot .my contract is soon to run out with plusnet this month so I would like plust to have a look or I am going else where thanks
adie:green split from another topic for better visibility. ]
17 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 13,471
Thanks: 246
Fixes: 68
Registered: 27-04-2007

Re: redridinghood - Speed Problem

Hi there and sorry to hear about the issue.
Quote
the router decides it wonts to reset itself

Tell me more about what happens when you notice this, i.e do the lights go out, i.e what's making you thing it's resetting? I ask as other than that it sounds like the broadband is disconnecting frequently.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Superuser
Superuser
Posts: 12,515
Thanks: 3,817
Fixes: 25
Registered: 22-08-2007

Re: redridinghood - Speed Problem

Can you copy and paste your router stats to here please?
Which router are you using?  If a TG (as supplied by PN) do you see any red or orange lights?
redridinghood
Dabbler
Posts: 18
Registered: 24-04-2013

Re: redridinghood - Speed Problem

ok.some days when I turn the xbox on it will take awhile to sign in.so I get up and look at the router and there will be only 3 lights on the router Power-ethernet-broadband- and no internet light then my xbox will inform that it can not connect to xbox live then i have to reset the router myself then its ok for awhile i have to reset it who i cant connect at all to xbox live..............and the other thing is for 1 year i have had a near perfect 10:1 so 10meg download 1meg upload iv lost that in one month i am now getting 6meg download and 1meg upload.
dick:red All caps edited as per Forum Rule.
redridinghood
Dabbler
Posts: 18
Registered: 24-04-2013

Re: redridinghood - Speed Problem

sorry...like the other forum member asked me a red light will sometimes be on but broadband will be running fine and the light will stay red sometimes for a couple of weeks
dick:quote
Plusnet Help Team
Plusnet Help Team
Posts: 13,471
Thanks: 246
Fixes: 68
Registered: 27-04-2007

Re: redridinghood - Speed Problem

Thanks redridinghood,
What you've described there sound more like a symptom of the connection dropping out than an issue with the router itself, the connection logs we see would add weight to that too:
<img src="http://community.plus.net/visualradius/generated/image13920503063470.png"/>
So I'd advise raising a fault over at http://faults.plus.net
Adam
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
redridinghood
Dabbler
Posts: 18
Registered: 24-04-2013

Re: redridinghood - Speed Problem

did that last Monday and no one has got back to me.what do think as made me loose 3.5 meg of my download aswell
Plusnet Help Team
Plusnet Help Team
Posts: 13,471
Thanks: 246
Fixes: 68
Registered: 27-04-2007

Re: redridinghood - Speed Problem

Quote
did that last Monday

I've just checked your account and there's no fault tickets showing in the recent history. Can you reply with the ticket ID so I can make sure I'm looking at the right account?
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
redridinghood
Dabbler
Posts: 18
Registered: 24-04-2013

Re: redridinghood - Speed Problem

I have just looked at my emails and I can not find one I did fill out a form and answer the questions it gave me sorry  will do it again
redridinghood
Dabbler
Posts: 18
Registered: 24-04-2013

Re: redridinghood - Speed Problem

the internet is that good it will not even open the fault link
redridinghood
Dabbler
Posts: 18
Registered: 24-04-2013

Re: redridinghood - Speed Problem

I new I had submitted a ticket I have just logged into my plusnet account and found it and this is what it say I have copied and pasted below

Troubleshooting


Thanks, you've given us all the information we need to investigate your problem
A Ticket has been raised to our Faults Team with these details. We'll contact you as soon as we have more information and let you know what happens next.
In the meantime, we'll run some more tests on your telephone line over the next 24 hours.
You can help us by:
1.Leaving your equipment plugged in and switched on.
2.Making sure you've given us a contact number we can reach you on. If you've given us a mobile number we'll text you to keep you updated.
Please contact us if you need to provide a different contact number, or if there's any change to the problem you're having.

Broadband Troubleshooter Unavailable
There is currently a fault open in our systems for your line. This may be as a result of an old fault, or a system error.
A problem has been raised, and will be investigated by our developers. In the meantime, if you're still having problems with your broadband please give us a call.
Return to My Account
redridinghood
Dabbler
Posts: 18
Registered: 24-04-2013

Re: redridinghood - Speed Problem

I did submit this last week
Superuser
Superuser
Posts: 12,515
Thanks: 3,817
Fixes: 25
Registered: 22-08-2007

Re: redridinghood - Speed Problem

Quote from: _Adam_Walker_
Can you reply with the ticket ID so I can make sure I'm looking at the right account?

The email you referred to will have a ticket / question / problem number.  DCT Staff need that number to locate your problem report.
redridinghood
Dabbler
Posts: 18
Registered: 24-04-2013

Re: redridinghood - Speed Problem

i have not had a email all i have had is what is below from my plusnet account and there is not a ticket number there iv copied i can not even get the the fault link that adam walker provided to work

Quote
Modify
« Reply #10 on 10/02/2014, 19:50 »

I new I had submitted a ticket I have just logged into my plusnet account and found it and this is what it say I have copied and pasted below

Troubleshooting


Thanks, you've given us all the information we need to investigate your problem
A Ticket has been raised to our Faults Team with these details. We'll contact you as soon as we have more information and let you know what happens next.
In the meantime, we'll run some more tests on your telephone line over the next 24 hours.
You can help us by:
1.Leaving your equipment plugged in and switched on.
2.Making sure you've given us a contact number we can reach you on. If you've given us a mobile number we'll text you to keep you updated.
Please contact us if you need to provide a different contact number, or if there's any change to the problem you're having.

Broadband Troubleshooter Unavailable
There is currently a fault open in our systems for your line. This may be as a result of an old fault, or a system error.
A problem has been raised, and will be investigated by our developers. In the meantime, if you're still having problems with your broadband please give us a call.
Return to My Accountpied and pasted it
Plusnet Help Team
Plusnet Help Team
Posts: 13,471
Thanks: 246
Fixes: 68
Registered: 27-04-2007

Re: redridinghood - Speed Problem

Hmmm there's definitely no fault ticket there. If the faults troubleshooter isn't working for you for some reason I'd just advise giving us a call so we can go through it over the phone with you from our side of things.
Adam
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team