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Need help with Broadband speed

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

Re: Need help with Broadband speed

I can see that since my colleague Jonathan sent you that response asking to book an engineer appointment, your fault report progressed to a stage with Openreach where they have identified a possible line fault as per your conversation with Jermaine.

We'll keep you updated within 24 to 72 hours in regards to that.

Apologies for the continued problems.

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 Anoush Mortazavi
 Plusnet Help Team
morsoft
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Registered: ‎22-07-2015

Re: Need help with Broadband speed

Is there any progress with this? Speeds are still awful 18Mbps/0.5Mbps with plenty of disconnections.

Now losing connection every few minutes. It is totally unusable at the moment. Please sort this out. Openreach have been seen around the area over the past couple of days and seemed to have messed things up "big time"!

Plusnet Help Team
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Re: Need help with Broadband speed

Sorry to hear this isn't resolved yet. I'm in the office tomorrow, so I'll check things first thing in the morning for you.
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 Anoush Mortazavi
 Plusnet Help Team
morsoft
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Re: Need help with Broadband speed

@Gandalf Thanks. Speak tomorrow 

Plusnet Help Team
Plusnet Help Team
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Re: Need help with Broadband speed

Thanks for your patience. I've checked your fault report. Our suppliers are requesting access to your property to fully test the line and progress your fault. I'll update your ticket to reflect this.

Just a heads up, we won't be able to provide confirmation of the appointment before 5pm today as our suppliers are performing maintenance on their systems so any fault amends aren't going through at the moment/will get stuck if we try.

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 Anoush Mortazavi
 Plusnet Help Team
morsoft
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Re: Need help with Broadband speed

@Gandalf Please see my note on the ticket.

Plusnet Help Team
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Re: Need help with Broadband speed

And, I've replied.

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 Anoush Mortazavi
 Plusnet Help Team
Plusnet Help Team
Plusnet Help Team
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Re: Need help with Broadband speed

Just checking up on your connection @morsoft, your speed has been a stable 27 Mb/s with no drops since the engineer visit Thumbs Up I'll update your ticket too, if you have any further questions or concerns please let me know.

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 Anoush Mortazavi
 Plusnet Help Team
morsoft
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Re: Need help with Broadband speed

@Gandalf Hi Anoush. Download speeds are lower than we were getting but upload speeds have doubled. The connection now seems stable so we are happy with that. Thanks.

Regards

Malcolm

morsoft
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Re: Need help with Broadband speed

@Gandalf First dropouts this morning! Download speeds now down to 24Mbps.

Regards

Malcolm

 

Plusnet Help Team
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Re: Need help with Broadband speed

Hey Malcolm


Sorry to hear it appears the drops are returning. Fingers crossed it's just a lone drop. Just tested your line and still not identifying any problems, your line is in sync at 26 Mb/s which is less than yesterday but still within your estimates.

Let us know if the drops continue or your speed drops further.

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 Anoush Mortazavi
 Plusnet Help Team
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morsoft
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Re: Need help with Broadband speed

@Gandalf Frequent dropouts today and download speed is down to 20Mbps. It was a consistent 28Mbps yesterday.
Regards Malcolm

Plusnet Help Team
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Re: Need help with Broadband speed

Can you post the stats from the helpdesk section of the hub one?

Our tests are showing your syncing at 28mbps.

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 Matthew Wheeler
 Plusnet Help Team
morsoft
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Re: Need help with Broadband speed

@MatthewWheeler I don't have a Hub One! - I have the Sagemcom 2704N but am using a TP-Link 9980 at the moment. Speeds have returned to nearly 28Mbps now and no dropouts for the past 2 hours. Below are the stats from the router:

DSL

Line Status:Connected

DSL Modulation Type:VDSL2

Annex Type:Annex A/B/L/M

 

  Upstream Downstream
Current Rate (Kbps) 1999 29639
Max Rate (Kbps) 4853 21843
SNR Margin (dB) 13.6 3.8
Line Attenuation (dB) 30.9 26.1
Errors (Pkts) 14 99641
Plusnet Help Team
Plusnet Help Team
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Re: Need help with Broadband speed

How has it been over the weekend?

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 Matthew Wheeler
 Plusnet Help Team