Intermittant speed drops

[#1]

I have been with Plusnet for over 4 years now and this is the first problem I have had with my connection. I have just come back from holiday during which my router was shut down. During the past 4 days my speeds have varied from 70.43/17.16 to 7.39/9.05. These speed changes are happening from minute to minute at all times of the day. I have disconnected my set-up and plugged a different router/ cables/computer and am still getting these sudden speed changes. I have used the BT Wholesale Speed check and also Speedtest and both give similar results.

Could you please run a line check for me.

Thank you

mac

[#2]

Hi @mac101,

I'm sorry that your speeds have been up and down and for any inconvenience that this has caused you. I've tested your line, however the test hasn't picked up the cause of the problem from here and indicates a stable connection at 79.9mbps down and 20mbps up:

GEA Test Detail
Circuit ID	NA	Service ID	BBEUXXXXXXXX

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	79.9 Mbps
Upstream Speed	20.0 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	457.6
Upstream Rate Assessment	Very Good
Downstream Rate Assessment	Very Good
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-80M Downstream 3dB, Retransmission Low - 0.128M-20M Upstream, Error Protection Off
Time Stamp	2019-09-12T14:30:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	79.9 Mbps	79.9 Mbps	79.9 Mbps
Up Stream Line Rate	19.9 Mbps	19.9 Mbps	19.9 Mbps
Up Time	0.0 Sec	900.0 Sec	209.4 Sec
Retrains	0.0	2.0	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	2019-09-25T12:52:56Z	2019-09-25T13:07:56Z
Ingress Code Violation	0	0
Egress Code Violation	0	0
Errored Seconds	0	0
Severely Errored Seconds	0	0
Unavailable Seconds	0	0

So that we can determine the best next steps towards resolving this, please can you confirm whether this is solely affecting wireless connections or if wired connections are affected too?

[#3]

Thanks for the quick reply Emily,

Both wired and wireless are affected. The speeds are up and down all the time, 70/18 one minute 10/8 the next.

[#4]

Hi @mac101,

Thanks for confirming this. I would strongly recommend setting your router up within the test socket if it isn't already. For reference, we have a guide on how to do this here. I'd also recommend going through our online troubleshooting guide to see if any of the recommended steps help to resolve the issues you're experiencing. This can be found here.

Please let us know how this goes and we'll be happy to pick this up for further investigation if the recommended guides don't resolve the fault.

[#5]

I traced the fault to an old powerline adaptor I was using on my network. I cant complain as I have been using it for 5/6 years, but is good to see my speed back up to 71/18 again.

Thanks for your advice Plusnet Help Team!

[#6]

Heelo @mac101,

We are happy to hear your speed is back where it should be. Please don't hesitate to drop us a message if you need any further assistance as we are always happy to help.