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Extremely Slow Speeds

ollie2019uk
Dabbler
Posts: 15
Thanks: 3
Registered: ‎19-05-2019

Extremely Slow Speeds

Currently paying for 80mb and getting 13mb!! How long does this continue before we can rectify it?

 

14 REPLIES 14
jab1
Seasoned Hero
Posts: 7,318
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Registered: ‎24-02-2012

Re: Extremely Slow Speeds

@ollie2019uk Two questions - what self-help have you tried, and can you give a little more detail?

If you can post the 'Help Desk' tab details from your router - obscuring any personal details, and the result from this link:https://www.broadbandchecker.btwholesale.com/#/ADSL, again obscuring your phone number, it would give other Community members a chance to make suggestions as to a way forward.

I would also suggest running a Quiet Line Test - dial 17070 from a (preferably corded) phone, select option #2. You should hear nothing other than the periodic 'Quiet Line Test' message. Any noise, then report a PHONE fault, without mentioning broadband.

John
ollie2019uk
Dabbler
Posts: 15
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Registered: ‎19-05-2019

Re: Extremely Slow Speeds

Router 15.5.21.JPGSpeedtest 15.5.21.JPG

jab1
Seasoned Hero
Posts: 7,318
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Registered: ‎24-02-2012

Re: Extremely Slow Speeds

Thanks for that, @ollie2019uk .There appears to be something horribly wrong there, but unfortunately I can't quite work out what.

Is it possible to post the results from:https://www.broadbandchecker.btwholesale.com/#/ADSL please?

Have you performed the Quiet Line Test?

John
ollie2019uk
Dabbler
Posts: 15
Thanks: 3
Registered: ‎19-05-2019

Re: Extremely Slow Speeds

PerformanceTestReport-page-001.jpg          Thanks, I have no landline handset, unfortunately!!

 

Results attached. Just noticed that the IP profile is 20mbs. 

jab1
Seasoned Hero
Posts: 7,318
Thanks: 2,485
Fixes: 74
Registered: ‎24-02-2012

Re: Extremely Slow Speeds

OK - no landline handset is a big problem - unless you can confirm your phone line is quiet, it is difficult to point towards a broadband fault, although from what I have seen above you do have one, but we don't know if that is down to a phone fault. A cheap (~£5) handset from the likes of Argos is an essential tool in broadband troubleshooting.

Again, can I ask for the results of :https://www.broadbandchecker.btwholesale.com/#/ADSL -please.

John
ollie2019uk
Dabbler
Posts: 15
Thanks: 3
Registered: ‎19-05-2019

Re: Extremely Slow Speeds

Screenshot 2021-05-15 at 11.37.51.png

 

Results attached.

jab1
Seasoned Hero
Posts: 7,318
Thanks: 2,485
Fixes: 74
Registered: ‎24-02-2012

Re: Extremely Slow Speeds

OK, if you are supposedly on 80/20, you have a problem, but from what I have seen, I don't know why. I'm going to tag @Baldrick1 , and hope he may spot something, but - and I am sorry to keep repeating this - you need to be able to check the voice side of the line for noise. If that is defective, your broadband will struggle - and possibly ultimately fail.

John
Gandalf
Plusnet Help Team
Plusnet Help Team
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Registered: ‎21-04-2017

Re: Extremely Slow Speeds

Thanks for your post @ollie2019uk 

Line tests are showing "Impairment in copper joint detected most likely in local network" with local network referring to Openreach so we'd need to arrange an engineer visit to investigate further and resolve.

Can you log into your account online and reply to the open ticket ref 214268286 with when you'd be free for a visit?

If you can post back once you've done so we'll get that picked up for you as soon as we can.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
jab1
Seasoned Hero
Posts: 7,318
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Registered: ‎24-02-2012

Re: Extremely Slow Speeds

Thanks, @Gandalf - I kind of wondered about something like that - hence my continued reference to the OP for a phone line check  - and as a customer, I would never have been able to discover that, no matter how many checks I asked the OP to complete.😉

John
ollie2019uk
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Posts: 15
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Registered: ‎19-05-2019

Re: Extremely Slow Speeds

Thank you both for your help and support.

 

I have replied to the ticket now.

 

Ollie

Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 19,316
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Registered: ‎21-04-2017

Re: Extremely Slow Speeds

Hi Ollie, no problem I've booked the engineer visit and updated the ticket 214268286 with the appointment details.

Let us know how the visit goes.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
ollie2019uk
Dabbler
Posts: 15
Thanks: 3
Registered: ‎19-05-2019

Re: Extremely Slow Speeds

BT Engineer visited today, speed back to 70mb. Something to do with a port in the cabinet?! 

jab1
Seasoned Hero
Posts: 7,318
Thanks: 2,485
Fixes: 74
Registered: ‎24-02-2012

Re: Extremely Slow Speeds

Glad you got it sorted, @ollie2019uk . Port in cabinet = your connection to the fibre network.

John
ollie2019uk
Dabbler
Posts: 15
Thanks: 3
Registered: ‎19-05-2019

Re: Extremely Slow Speeds

Thanks John, appreciate your help