New customer - existing line - Very slow DL with normal ping and UL? Your end or hardware?

[#1]

Hi,

So, new customer, just got my connection changed over last night.

I expect some slowdown, fluctuations etc with a new connection, but this is something else altogether.

So, for reference, I kept my previous tel number and line, all i can get out here is a resold BT connection anyway.  Not that i'm complaining too much, thanks to a DSLAM to the local exchange i generally get 50-55Mbps/DL 15Mbps/UL, considering where i live i'm happy with that.

But this new connection is doing something rather odd.  The hub (which is the ugliest reskin of a BT hub i've ever seen btw), says it's synching at 70 down, 17-20 up... which sounds about right, until you do a speed test, which reports no more than 2Mbps/DL! like what? 2? and this is true for speedtest.net and the btwholesale tests.  All performed on desktop via ethernet.

Yes, I know i should go to the master socket, get the faceplate off and plug right in, do all this again on a wired in laptop but there really is no point, i know exactly what will happen, the quiet line test will be fine, the connection will do exactly what it's doing now and i'll be very annoyed at playing hardware hopscotch for essentially nothing.

The fact of it is, my connection was fine last night under EE, 55Mbps/DL easily and 16-17/UL, now my phone can push 17Mbps upstream over WiFi, but my desktops cannot break 2 over ethernet, clearly something is wrong here and the only factors that have changed are the hardware you sent me and the connection you now manage.

So yeah, i kinda need someone to look into this for me, same username.  And don't feel too bad, when EE took over my line they gave me someone else's phone number for like, 3 months!  We all know it's openreach's fault anyway

Thanks in advance,

Stu.

P.S. The attachment is mainly for amusement, i've never seen a speedtest result like this before XD

[#2]

If you are a new Plusnet customer and getting a very low download speed the chances are that your hub is not configured correctly and is still at the default settings.

The way that a new service works is that initially Openreach will activate the line. At this point the hub will synchronise with the broadband infrastructure and you may get connected at slow speed. The reason for this is that Plusnet have not activated the service at their end. The way that it’s supposed to work is:

The Openreach installation is completed
Plusnet are advised.
Plusnet set up the account and advise the customer that they can now connect their hub.
The hub autoconfigures by changing the hubs default username and password to the customers personal settings.
This can go wrong.

What to do in these circumstances.

Try a factory reset of the hub by pushing a paperclip or similar in to the reset hole and hold the switch closed for about 30 seconds.
Leave it 10 minutes or so and see if that fixes it,
If that doesn’t work:

Log in to the hub by putting 192.168.1.254 in the address field of your web browser.
On the broadband page (I think, you may need to look through the pages to find it, depending on which hub you have) you should find the username. If it’s setup@pludsls.net then it hasn’t configured itself.
Remove the DSL cable.
Change the username to your account username in the form @plusdsl.net.
Enter your account password.
Plug the DSL cable back in.
If it doesn’t try to connect select Connect (again you may need to look through he pages to find it).
If that doesn’t work.

Contact Plusnet
(with thanks to @Baldrick1 )

[#3 · Accepted solution]

Moderators Note

This topic has been moved from ADSL Broadband to Fibre

[#4]

Good morning @stunorth117

Welcome to our online Community Forum. I've just run some tests on the line and this was due to an authentication issue. Looks like @dvorak has been able to help you out here.

Please feel free to reach out if you have any further issues at all.