slow broadband
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- Re: slow broadband
13-03-2017 10:48 PM
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Hi
I usually get about 12mb tonight to struggling around 1mb.
Can someone check my line?
thanks,
Fixed! Go to the fix.
Re: slow broadband
14-03-2017 1:04 AM
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FAQ Results Image not loaded 1. Best Effort Test: -provides background information. Download Speed 0.64 Mbps 0 Mbps 1 Mbps Max Achievable Speed Download speedachieved during the test was - 0.64 Mbps For your connection, the acceptable range of speeds is 0.4 Mbps-1 Mbps. IP Profile for your line is - 1.09 Mbps 2. Upstream Test: -provides background information. Upload Speed 0.01 Mbps 0 Mbps 0.83 Mbps Max Achievable Speed Upload speed achieved during the test was - 0.01Mbps Additional Information: Upstream Rate IP profile on your line is - 0.83 Mbps We were unable to identify any performance problem with your service at this time. It is possible that any problem you are currently, or had previously experienced may have been caused by traffic congestion on the Internet or by the server you were accessing responding slowly. If you continue to encounter a problem with a specific server, please contact the administrator of that server in the first instance.
The Bt test shows a poor result previously I got around 12mb
Re: slow broadband
14-03-2017 4:39 AM
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Just checked my phone line also with PN no dial tone, how come I even get 1mb with a phone line with no dial tone?
Re: slow broadband
14-03-2017 4:46 AM
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That sounds nasty. Guessing that you've already stuck connection direct into the test socket, connected with ethernet, not wifi, swapped filter, rebooted router?
Is there any noise on the phone line 17070 select quiet line test?
Re: slow broadband
14-03-2017 4:49 AM
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Nothing just dead, phone unusable and b/b at a snail pace.
Re: slow broadband
14-03-2017 4:58 AM
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Sounds like a line failure somewhere.
Not sure if your connection would stand the webchat - or are you able to use mobile data - but you may need to get on to CS queue. I'd get there about 7.30 if I were you - may have a bit of a wait.
Mention dead phone line as it is relevant. Not sure if this would go in as a voice or BB failure. The fact there's no line suggests that's the cause and it has taken bb down with it.
Re: slow broadband
14-03-2017 5:01 AM
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thanks,
I do have limited internet usage not mobile just my laptop, can't call so need to do this online.
Amazed the bb is even working with no dial tone on the phone line.
Re: slow broadband
14-03-2017 5:16 AM
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Extremely lucky it is still working. As you have a bit of time in hand - I'd suggest you type out an explanation of what has happened and what you have done to identify or try to fix yourself in notepad or whatever. Look through and make sure it is logical and clear. That way you can just copy and paste into chat window. When chat finishes/closes do make sure you request email copy of chat for future use/evidence.
Hope you get a quick solution.
Re: slow broadband
14-03-2017 5:17 AM
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thanks for the advice
Re: slow broadband
14-03-2017 8:14 AM
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Remarkably, broadband works (just!) with one leg of the cable to your house disconnected. Don't ask me how, but it does. The first time I encountered this, I thought the customer was confused, misled, or picking up wifi from a neighbour.
Nope! It does work, normally at about a third of the speed.
If you connect onto the test port of the master socket and still have the same problem, I'd guess that this is an Openreach network problem, and one leg has become disconnected. No risk of an engineering charge if this is the case, although customer service people will warn you of this. It's Openreach's issue, providing that you've not tapped into their cable on your premises before it reaches the master socket.
HTH
Rob.
Re: slow broadband
on 14-03-2017 8:16 AM - last edited on 14-03-2017 4:42 PM by Mav
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update
General Info
|
|
Chat start time | Mar 14, 2017 3:39:37 AM EST |
Chat end time | Mar 14, 2017 3:55:22 AM EST |
Duration (actual chatting time) | 00:15:45 |
Operator | [CSA Removed] |
Chat Transcript
|
info: Thank you for choosing to chat with us. Chat sessions may be recorded for training and business improvement purposes. For full details on how we use your personal information see our Privacy Policy info: You are now chatting with [CSA Removed] . [CSA Removed] : Good morning ***********
[CSA Removed] : How can I help today?
***********: I have no dial tone on my phone and my BB is speed is slowed right down [CSA Removed] : I'm sorry to hear that,
[CSA Removed] : I can have a look to see what's happening for you
[CSA Removed] : As you've already provided your username, can I take the 2nd & 3rd characters of your password please?
****** [CSA Removed] : that's great, thank you
[CSA Removed] : I'll get a test running on the phone line for you
*******: tks [CSA Removed] : it's just take a couple of minutes for the test to run
****: ok [CSA Removed] : thanks, back with you in a moment
[CSA Removed] : It's showing there is a disconnection on the line,
[CSA Removed] : this has been reported to Openreach for you and they've advised that an engineer will be out by 16th to check the line for you
******: does he need access to my flat [CSA Removed] : At this point no, as it's showing as an external issue.
*******: ok thanks [CSA Removed] : Is that ok for the moment ****?
****: yes[CSA Removed] : Our Faults Team will check on the engineers notes following the visit and if any further work is needed we'll get in touch to let you know what's happening
[CSA Removed] : It's been great chatting with you today. Plusnet really values your feedback. Please click the close button at the top right of the chat window to answer a few questions about your experience with me today. Enjoy the rest of your day!
********: email the transcript and report number plz [CSA Removed] : there should be a little "+" symbol next to the chat window so you can request a copy of the transcript
[CSA Removed] : The ticket number for this fault on our system is - 145959895
info: The chat transcript will be sent to: ****** at the end of your chat. [CSA Removed] : perfect, can spot that you found the option for the transcript,
[CSA Removed] : Is there anything else I can help with today ****?
******: no thanks hopefully it gets sorted [CSA Removed] : Thank you for your time today ****, hope you have good Tuesday
[CSA Removed] : Good bye
|
Moderator's note by Mike (Mav): CSA name removed as per Forum rules.
Re: slow broadband
14-03-2017 8:19 AM
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Ah! Success! 🙂
I must say that Plusnet customer service are one of the better, if not the best ISP support departments that I deal with in my day job. Don't even get me started on the others....
Re: slow broadband
14-03-2017 8:20 AM
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Hi there @ibrox40 thank you for your private message
I have checked your fault and I can see this has been raised to Openreach this morning when you performed a line test via the Member Centre. We've been given an estimated response time of by 16/03/17 23:59:59.
If this post resolved your issue, please click the 'This fixed my problem' button
Re: slow broadband
14-03-2017 8:21 AM
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Thank you
14-03-2017 8:23 AM
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Hi
Thanks, looks like you were correct, not a problem at my end but at openreach.
Thanks for the feedback.
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