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Could a staff member help with this speed issue please?

benfphillips
Grafter
Posts: 53
Thanks: 6
Registered: 05-03-2017

Could a staff member help with this speed issue please?

I've had Plus.net broadband about a month now and the speed is just creeping down and down. The IP Profile started at 30mbit and it's now down to 18mbit Sad. I don't have lots of re-syncs at all but it's dying a slow death.

 

Is there some sort of line test you can run/reset the profile? When I lived in rural Australia I had the same speed as this on ADSL through a copper phone line :-/.

 

Phone exchange: PENRYN

Estimated line speed:30Mb (This may vary between 20.6Mb and 30Mb) - Checked on 2017-03-10 23:52:07

Current line speed:18.8 Mb

 

I would really appreciate some help with this as it's so easy for one person to saturate the connection and I'm concerned that the speed is dropping on almost a daily basis.

32 REPLIES
Plusnet Staff
Plusnet Staff
Posts: 2,145
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Registered: 22-08-2015

Re: Could a staff member help with this speed issue please?

Hi there @benfphillips I am sorry to hear you are having speed problems.

 

I've tested your line and I'm seeing your router in sync at 19 Mbps, as per the current line speed.

 

I'm not identifying the cause of this. I'd advise to follow the steps of the broadband troubleshooter at http://faults.plus.net where you can complete the process to raise a fault to us if you need to.

 

I hope this helps

From when I joined the Plusnet Help Team in May 2017 my main Community account is @Gandalf.
If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Staff
benfphillips
Grafter
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Registered: 05-03-2017

Re: Could a staff member help with this speed issue please?

Hello, I have raised a fault.

 

I can see some disconnects which are ALL:

PPP LCP Send Termination Request [User request]

 

I've not been disconnecting the router. Do I need to use my own router to stop this behaviour? I guess it could be what's messing with my speed if the exchange sees that as a disconnect?

Plusnet Staff
Plusnet Staff
Posts: 2,145
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Registered: 22-08-2015

Re: Could a staff member help with this speed issue please?

Thanks for raising the fault. Can you try a single reboot of your router please and let us know if this helps things? Looking at your connection I see this is ongoing for the past 8 days with no drops.

From when I joined the Plusnet Help Team in May 2017 my main Community account is @Gandalf.
If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Staff
CJ18
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Registered: 28-02-2017

Re: Could a staff member help with this speed issue please?

@benfphillips

Hi Ben, I've only been with Plusnet two weeks and I've had two of these events in the Hub log, the second one dropped my speed by about 10%.  I have had no disconnects and although the entry states [User request] I did not initiate it.  I've raised a ticket and am awaiting a response as well.

benfphillips
Grafter
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Registered: 05-03-2017

Re: Could a staff member help with this speed issue please?

Yep, you're correct it seems to have been up for 9 days now.

17:38:49, 12 Mar. (173651.100000) PPP LCP Send Termination Request [User request]

 

That seems to be the last entry for the disconnects, each time it reconnects it lowers the speed further. I think you'd agree 30mbit down to 18.8mbit is quite a jump.

 

Are you able to force the profile back to ~30mbit on your side and see if it continues in this fashion? If not and the problem has been fixed it would be nice to keep a respectable speed rather than falling back into ADSL2+ territory. I know the previous occupants had a much higher speed than 18.8mbit with another provider.

 

CJ, yep everytime this event appears the connection comes back slower each time..

 

Thanks

 

Ben

Plusnet Staff
Plusnet Staff
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Registered: 22-08-2015

Re: Could a staff member help with this speed issue please?

The circuit is in sync at 18 Mbps, so nothing we do on our side can change this I'm afraid. Have you tried rebooting your router? I notice the connection is still 9 Days, 23:45:57 (on going).

 

If this doesn't help and you've tried plugging your router into the test socket, explained here: https://community.plus.net/t5/Library/Testing-From-The-Master-Socket/ba-p/1322242 then the next step would be to arrange an engineer.

From when I joined the Plusnet Help Team in May 2017 my main Community account is @Gandalf.
If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Staff
benfphillips
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Registered: 05-03-2017

Re: Could a staff member help with this speed issue please?

@Anoush

 

 

 

Plusnet Staff
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Re: Could a staff member help with this speed issue please?

Ah ok, no worries. Next would be to arrange an engineer. I'll work your fault ticket for you tomorrow.
From when I joined the Plusnet Help Team in May 2017 my main Community account is @Gandalf.
If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Staff
benfphillips
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Re: Could a staff member help with this speed issue please?

Thank you!

 

Enjoy your evening.

Plusnet Staff
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Re: Could a staff member help with this speed issue please?

Thanks Smiley I've updated your ticket for you now. If you let me know on here once you reply I can get the engineer booked in for you.

From when I joined the Plusnet Help Team in May 2017 my main Community account is @Gandalf.
If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Staff
benfphillips
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Re: Could a staff member help with this speed issue please?

@Anoush I've accepted the terms and answered the questions. I work from home so the earliest available appointment works for me.

benfphillips
Grafter
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Registered: 05-03-2017

Re: Could a staff member help with this speed issue please?

@Anoush

 

Script User - Automated Script Pool
3:08pm, Thursday 23 Mar 2017

The broadband fault has been closed by the supplier. Should problems re-occur, please restart the Broadband Fault Checker.

 

Is that normal to see?

Plusnet Staff
Plusnet Staff
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Re: Could a staff member help with this speed issue please?

No, I accidentally closed the fault report on our suppliers systems instead of accepting the request for an engineer. (My fat fingers). Just re-raising it now, I'll confirm your engineer appointment within a few moments. Apologies for that.

From when I joined the Plusnet Help Team in May 2017 my main Community account is @Gandalf.
If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Staff
Plusnet Staff
Plusnet Staff
Posts: 2,145
Thanks: 372
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Registered: 22-08-2015

Re: Could a staff member help with this speed issue please?

Engineer's booked in for the earliest timeslot available, 27th March PM.

From when I joined the Plusnet Help Team in May 2017 my main Community account is @Gandalf.
If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Staff