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Fault?

etdsaunders
Pro
Posts: 240
Thanks: 32
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: 2,145
Thanks: 372
Fixes: 117
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

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
etdsaunders
Pro
Posts: 240
Thanks: 32
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: 2,145
Thanks: 372
Fixes: 117
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.

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
etdsaunders
Pro
Posts: 240
Thanks: 32
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: 2,145
Thanks: 372
Fixes: 117
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..
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
etdsaunders
Pro
Posts: 240
Thanks: 32
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: 2,145
Thanks: 372
Fixes: 117
Registered: ‎22-08-2015

Re: Fault?

We'll see what our faults team find when they investigate and get in touch with 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