Could a staff member help with this speed issue please?
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- Fibre Broadband
- :
- Could a staff member help with this speed issue pl...
Could a staff member help with this speed issue please?
21-03-2017 5:23 PM - edited 21-03-2017 5:23 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
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 :(. 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.
Re: Could a staff member help with this speed issue please?
21-03-2017 5:37 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
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
If this post resolved your issue, please click the 'This fixed my problem' button
Re: Could a staff member help with this speed issue please?
21-03-2017 6:03 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
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?
Re: Could a staff member help with this speed issue please?
22-03-2017 8:27 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
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.
If this post resolved your issue, please click the 'This fixed my problem' button
Re: Could a staff member help with this speed issue please?
22-03-2017 8:53 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
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.
Re: Could a staff member help with this speed issue please?
22-03-2017 4:32 PM - edited 22-03-2017 4:34 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
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
Re: Could a staff member help with this speed issue please?
22-03-2017 5:26 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
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.
If this post resolved your issue, please click the 'This fixed my problem' button
Re: Could a staff member help with this speed issue please?
22-03-2017 6:32 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Thank you for the reply.
My housemate was macroing something on a game so I've only just now been able to restart the router. The speed has moved back to 20.8mbit but it's still a long way off the original speed when the service was first installed.
I am already using the test socket at the suggestion of someone from support.
Where next?
Re: Could a staff member help with this speed issue please?
22-03-2017 6:34 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
If this post resolved your issue, please click the 'This fixed my problem' button
Re: Could a staff member help with this speed issue please?
22-03-2017 6:37 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Thank you!
Enjoy your evening.
Re: Could a staff member help with this speed issue please?
23-03-2017 8:33 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Thanks 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.
If this post resolved your issue, please click the 'This fixed my problem' button
Re: Could a staff member help with this speed issue please?
23-03-2017 3:07 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
@Anoush I've accepted the terms and answered the questions. I work from home so the earliest available appointment works for me.
Re: Could a staff member help with this speed issue please?
23-03-2017 3:24 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
The broadband fault has been closed by the supplier. Should problems re-occur, please restart the Broadband Fault Checker.
Is that normal to see?
Re: Could a staff member help with this speed issue please?
23-03-2017 3:26 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
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.
If this post resolved your issue, please click the 'This fixed my problem' button
Re: Could a staff member help with this speed issue please?
23-03-2017 3:50 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Engineer's booked in for the earliest timeslot available, 27th March PM.
If this post resolved your issue, please click the 'This fixed my problem' button
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- Fibre Broadband
- :
- Could a staff member help with this speed issue pl...