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Slow speeds on PAYG + No response on help ticket

webfoot
Newbie
Posts: 8
Registered: 12-08-2007

Slow speeds on PAYG + No response on help ticket

I've been suffering slow downlaod speeds on PAYG (1.5 Mbps line) for 4 days.

For example today's test.



Not only that but my support ticket (2176223Cool hasn't been touched for nearly 48 hours !

Any suggestions on how to escalate (bar moving to a different ADSL provider).
6 REPLIES
Community Veteran
Posts: 3,364
Thanks: 15
Registered: 06-04-2007

Slow speeds on PAYG + No response on help ticket

calm down dear!

I see you do not post much on this forum, there 1st thing to check when you have speed test problems is to :

tell us what your previous speed test were.
tell us what it says
here for your line speed, a number from 500 to 8000.
tell us your modem/router stats, i.e. current speed, noise margin and attenuation.

Then you may get some help.

SW.
--
3Mb FTTC
https://portal.plus.net/my.html?action=data_transfer_speed
webfoot
Newbie
Posts: 8
Registered: 12-08-2007

Slow speeds on PAYG + No response on help ticket

Firstly to answer your questions

1) Previous tests. Do you mean over the last few days or historic?
This week 5 out of the 6 tests I've done on http://www.mybroadbandspeed.co.uk/ have been in the range of 205-374 kbps. previous tests were in the 850-1000kbps range (excluding early February .....)

2) Line speed is now 1000 kbps (it was 1500 earlier this week). Isn't that 1.5Mbps (approximately)?

3) Modem stats. Connection speed (downstream) 1440 kbps. SNR margin 7 (hmmm....)



I wasn't asking for help in resolving my line speed. I asked how to get PlusNet to help.... It's now 48 hours since I replied and returned the open question to them (following their initial response).
Community Veteran
Posts: 3,364
Thanks: 15
Registered: 06-04-2007

Slow speeds on PAYG + No response on help ticket

Quote

3) Modem stats. Connection speed (downstream) 1440 kbps. SNR margin 7 (hmmm....)


Uh Oh. Sad

Which account type are you on? BB+, PAYG, Premier BBYW?

There is lots of good information on http://www.plus.net/support/broadband/products/faqs_and_guides/dslmax_guide.shtml there is a lot of it! The table in the middle shows you what your connection speed needs to be for particular potential download speeds. Yon can see that 1440kb/s is in between the 1152 and 1728 values, and so puts your current speed at 1000kb/s which is about 1Mb.

You mention speeds have been much better. So has something changed with the phone wiring in your home?

To decide if problems are to do with your BT line, or ome phone wiring, we need you to plug your mode/router into the BT 'test socket'. You get to the test socket by removing the lower front part of your BT master socket, when you remove it, you will uncover the test socket. Plug in there and tel us what your new modem/router stats are?

While you are doing this, ask PlusNet on your open ticket to provide a full history or your 'delta reports' and then post them back here.

good luck!

SW.
--
3Mb FTTC
https://portal.plus.net/my.html?action=data_transfer_speed
Community Veteran
Posts: 3,364
Thanks: 15
Registered: 06-04-2007

Slow speeds on PAYG + No response on help ticket

I see you are PAYG, so that should rule our many other problems.

SW.
--
3Mb FTTC
https://portal.plus.net/my.html?action=data_transfer_speed
Mand
Grafter
Posts: 5,560
Thanks: 1
Registered: 05-04-2007

Slow speeds on PAYG + No response on help ticket

Hi there,

Apologies for the delay.

I've asked one of our faults agents to look at this for you now. You should see a reply on the ticket shortly.

Please ensure your modem/router remains connected for testing.
Mand
Grafter
Posts: 5,560
Thanks: 1
Registered: 05-04-2007

Slow speeds on PAYG + No response on help ticket

Hi,

This is now being raised to BT, unfortunately I can't give a timescale for this to be fixed until we know more about the problem.