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Fault?

etdsaunders
Pro
Posts: 235
Thanks: 31
Fixes: 7
Registered: 21-02-2016

Fault?

So I've had my router replaced due to after 7days my speed would drop to half the speed and only a reboot of the actual router would solve it. New one does the same so opened a fault and I've noticed it says ' our tests have detected a fault '

Is this a normal procedure to say it's detected a fault as part of the testing? Or is it genuine fault
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7 REPLIES
Plusnet Staff
Plusnet Staff
Posts: 2,123
Thanks: 362
Fixes: 115
Registered: 22-08-2015

Re: Fault?

Hey there. Our broadband troubleshooter should only report that it's detected a fault if it finds a possible fault after running its automated tests. At which point it should automatically raise it to BTWholesale for further investigation.

I'll provide you with a clearer update in the morning once I'm back in the office. Smiley

I've joined the Plusnet Help Team as of May 2017. As such, I have a new forum account. Please direct any queries to @Gandalf. Thanks

 Anoush Mortazavi
 Plusnet Support
etdsaunders
Pro
Posts: 235
Thanks: 31
Fixes: 7
Registered: 21-02-2016

Re: Fault?

Many thanks for chasing this up, look forward to hearing from you when back in the office

Raspberry Pi enthusiast!
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Plusnet Staff
Plusnet Staff
Posts: 2,123
Thanks: 362
Fixes: 115
Registered: 22-08-2015

Re: Fault?

Thanks for your patience. Our suppliers have found no fault with the service, I can see that you've submitted the BTWholesale speedtest to us. Our faults team will investigate this further and be in touch within the next 72 hours.

I've joined the Plusnet Help Team as of May 2017. As such, I have a new forum account. Please direct any queries to @Gandalf. Thanks

 Anoush Mortazavi
 Plusnet Support
etdsaunders
Pro
Posts: 235
Thanks: 31
Fixes: 7
Registered: 21-02-2016

Re: Fault?

Hello,

Again thanks for the reply, getting quite annoyed at the fact my speeds drop to a bare 42mb after 7days. I shouldn't need to be restarting every 7days to regain my 77mb speed.

I've tried a gateway hop, that also don't rectify the problem with speed and only way to fix it is to actually reboot the router. I'm not sure if I was to pull out the DSL cable and insert again to see if that solves the problem maybe I should try it next time to rule out a possibly router problem? However two routers can't be faulty.

I've got the following devices connected:

PlayStation 4 (Ethernet)
skybox (Ethernet)
Raspberry Pi (Ethernet)
Raspberry Pi 2 (wireless)
Sky Multiroom (wireless)
iPhone 5s (Wireless)
Samsung S6 (wireless)
2 laptops (Wireless)
pap2t (Ethernet)

seems I'm paying full price and getting half a service unless I reboot

Let's hope plusnet come up with a solution

***EDIT***
Forgot to mention it's only my download effected, upload never drops below 18mb.
Raspberry Pi enthusiast!
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Plusnet Staff
Plusnet Staff
Posts: 2,123
Thanks: 362
Fixes: 115
Registered: 22-08-2015

Re: Fault?

That looks like a lot of devices, are they all using your connection at the same time? Could explain your throughput issues..
I've joined the Plusnet Help Team as of May 2017. As such, I have a new forum account. Please direct any queries to @Gandalf. Thanks

 Anoush Mortazavi
 Plusnet Support
etdsaunders
Pro
Posts: 235
Thanks: 31
Fixes: 7
Registered: 21-02-2016

Re: Fault?

Only about 3/4 devices connected and active at one time normally.

If this was causing the problem I'd see it the Moment broadband would be connected not 7days later.

When the line/router/whatever goes into slow mode if I disconnect all devices it still don't improve till I physically reboot the router

Never had problems with adsl
Raspberry Pi enthusiast!
If you Like it, give it a Thumbs Up
Plusnet Staff
Plusnet Staff
Posts: 2,123
Thanks: 362
Fixes: 115
Registered: 22-08-2015

Re: Fault?

We'll see what our faults team find when they investigate and get in touch with you.
I've joined the Plusnet Help Team as of May 2017. As such, I have a new forum account. Please direct any queries to @Gandalf. Thanks

 Anoush Mortazavi
 Plusnet Support