Intermitent access

[#1]

Hello,

I have joined Plus net less than a month ago with the standard contract and until l;ast Friday, that was just OK. I knew it would not be good as what I had with Virgin but I wanted to give it a go. So for 2 weeks until Friday March 27, it was fine and we had been in lockdown since March 13, I could not complain. However since Friday it is just horrible. Netflix on Saturday and Sunday, forget it. I had now an important conference call and got kicked out after 15 minutes. Obviously no customer service, just relying on the community. What is PlusNet gonna do?

[#2]

Moderators Note
This topic has been moved from ADSL Broadband to Fibre Broadband.

[#3]

Thanks for your post @fderaucourt I'm sorry to see you're experiencing problems with your service.

I've tested your line and I can see we're providing you with fibre broadband however due to the length of your line back to the cabinet (The green box in the road), the estimated speed range currently for your line is between 21.7mbps to 36.6mbps. This is drawn from the BT Broadband Availability Checker Here.

Our tests are showing your router only getting 19mbps though and your connection is dropping.

I've attached the testing below.

GEA Test Detail
Circuit ID	NA	Service ID	[redacted]

Test Outcome	Pass
Test Outcome Code	GTC_FTTC_SERVICE_0000
Description	GEA service test completed and no fault found .
Main Fault Location	OK
Sync Status	In Sync
Downstream Speed	19.1 Mbps
Upstream Speed	4.6 Mbps
Appointment Required	N
Fault Report Advised	N
NTE Power Status	PowerOn
Voice Line Test Result	Pass
Bridge Tap	Not Detected
Radio Frequency Ingress	Not Detected
Repetitive Electrical Impulse Noise	Not Detected
Cross Talk	Not Detected
Estimated Line Length In Metres	1127.0
Upstream Rate Assessment	Reasonable
Downstream Rate Assessment	Reasonable
Interference Pattern	Not Detected
Service Impact	No Impact Observed
Home Wiring Problem	Not Detected
Downstream Policing Discard Rate	0.0
Customer Traffic Level	Upstream and Downstream traffic detected
Technology	VDSL
Current 15Min Bin Retrains	0
Last 15Min Bin Retrains	0
DP Type	External
Profile Name	0.128M-40M Downstream, Retransmission High - 0.128M-10M Upstream, Error Protection Off
Time Stamp	2020-03-18T19:00:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	19.9 Mbps	22.2 Mbps	21.3 Mbps
Up Stream Line Rate	4.3 Mbps	4.5 Mbps	4.4 Mbps
Up Time	2.0 Sec	900.0 Sec	892.2 Sec
Retrains	0.0	1.0	0.0

Current and Last 15 Minute Bin Performance
Parameters	Last Traffic Count(Upto 15 mins)	Current Traffic Count(Upto 15 mins)
Start Time Stamp	2020-03-31T17:23:35Z	2020-03-31T17:38:35Z
Ingress Code Violation	0	3
Egress Code Violation	0	0
Errored Seconds	0	0
Severely Errored Seconds	0	0
Unavailable Seconds	0	0

Can you connect your router into the test socket found behind the faceplate of the master telephone socket explained Here which should rule out any internal wiring including the faceplate from causing an issue. 

Could you also confirm if your devices are connecting wirelessly to the router or direct using an ethernet connection? I'm just asking because from what we can see while your speed is below your estimates and your connection occasionally dropping, from what you've said it sounds like you're having a lot more issues than that.

[#4]

Thank you Gandalf or Anoush or whoever for getting back to me and apologies for my late response ( 6 days!).

I have connected the router into the test socket as you suggested . Hopefully I have done this correctly.. 

As regards your query regarding the conections of the devices, indeed they are connected wirelessly to the router.

My experience is that it continues to be ultra slow and connection is dropping. Just to reach your post on your platform took me ages , going page by page until finding it .What do you suggest to improve the speed range?

Is there a way you could call me at a time of your convenience

Thank you