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New customer - terrible speed/connection

Stevef1
Grafter
Posts: 49
Thanks: 2
Registered: 10-12-2015

New customer - terrible speed/connection

Hi,
My Plusnet account started yesterday and it seemed to be fine but today omg its awful.  My download speed is constantly up and down and it disconnects whenever it feels like it. (usually in the middle of a 3gb file download that it ruins)
I really hope it gets better than this  Sad
10 REPLIES
Stevef1
Grafter
Posts: 49
Thanks: 2
Registered: 10-12-2015

Re: New customer - terrible speed/connection

I'm sorry Plusnet but this..

is UTTERLY unacceptable when I'm paying for a 40mbps download fibre connection.
SpendLessTime
Aspiring Hero
Posts: 2,379
Thanks: 586
Fixes: 53
Registered: 21-09-2009

Re: New customer - terrible speed/connection

Hi stevef1
Welcome to the forums.
What does the line speed at https://portal.plus.net/my.html?action=data_transfer_speed show? You will need to log in with your Plusnet username and password to see the speed.
It is unfortunately not unusual for Plusnet not to have changed the speed from ADSL to FTTC and this is shown by the download speed being slow whilst the upload speed approaches the speed for the product you've purchased.
Once this current line speed is set correctly then you will need to log on to the router and disconnect and reconnect to get the full speed.
You will need to either phone Plusnet on their freephone number or use the Web Chat system to get them to correct the current line speed.
Stevef1
Grafter
Posts: 49
Thanks: 2
Registered: 10-12-2015

Re: New customer - terrible speed/connection

Thanks for replying.
I used that link and it said "Current line speed: 37 Mb"  which would seem normal but as you can see from the speedtest above, its close to dialup speed Sad
as for ADSL, I don't see how that can really come into it as I was on a 80/20 fibre connection with my last isp and moved from them to Plusnet.
I'll keep checking it but right now I'm thinking I should cancel before my 14 days trial has ended.
SpendLessTime
Aspiring Hero
Posts: 2,379
Thanks: 586
Fixes: 53
Registered: 21-09-2009

Re: New customer - terrible speed/connection

Looks like either a fault or the multiple steps in the Plusnet/BTW set-up has not been done correctly (so a fault).
You will need to raise a fault or phone in.
I would PHONE IN if I was you as it's Friday afternoon and responses to logged faults are 3 workings day (Monday- Friday)

And the comment about ADSL speed, it seems to be that when a line is set-up it starts at ADSL speeds then is altered upwards to the correct speed, or not some times. Ask me how I know  Smiley

(edited to add ADSL speed bit)
Stevef1
Grafter
Posts: 49
Thanks: 2
Registered: 10-12-2015

Re: New customer - terrible speed/connection

Latest speedtest

I'm now on dialup speed. 
am utterly shocked and I'm now reading up on how to cancel my contract before I'm locked into this utter fiasco for 18 months.
jonathanw1993
Newbie
Posts: 2
Registered: 12-12-2015

Re: New customer - terrible speed/connection

I'm in the same boat as you, recently transferred over to Plusnet because I had heard so many good reviews about them.
So I purchase the top fibre optic package paying £40+ per month for something no where near close to what I'm suppose to be having.
Here is my speed test.
<a href="http://www.speedtest.net/my-result/4910563202"><img src="http://www.speedtest.net/result/4910563202.png"></a>
I really think plusnet net to get there stuff sorted since this is what they estimated for me....
Estimated line speed:
80Mb (This may vary between 66Mb and 80Mb) - Checked on 2015-11-13 09:44:37
Current line speed:
64.8 Mb
SpendLessTime
Aspiring Hero
Posts: 2,379
Thanks: 586
Fixes: 53
Registered: 21-09-2009

Re: New customer - terrible speed/connection

@jonathananw1993
Have you ran the BTW speed tests at http://speedtest.btwholesale.com/PerformanceTesterWS/.
Always run speed test results via an Ethernet cable connect, not WiFi.

1. Just click the "Yes" button and then "Begin test"
2. Once the speed test result is shown, then click the "Further Diagnostics" option
3. Just enter your phone number and click "Run Diagnostics Test"

The results from the "Further Diagnostics" will show you the speeds that BTW have set your line to.

Plusnet can also access the last BTW test result should you need to log a fault which IMHO I suggest you do. The sticky at the top of the forum shows how to log a speed fault.
Plusnet Staff
Plusnet Staff
Posts: 17,641
Thanks: 535
Fixes: 159
Registered: 05-04-2007

Re: New customer - terrible speed/connection

@SteveF1
I've replied to you about the same issue over here:
http://community.plus.net/forum/index.php/topic,146766.msg1292496.html#msg1292496
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
Stevef1
Grafter
Posts: 49
Thanks: 2
Registered: 10-12-2015

Re: New customer - terrible speed/connection

Update:-

I've been swapping routers around a bit and it "seems" that plusnet hated my trusty TP-link WR1043ND router as I've been using it for like a year with no issues but since I swapped over to plusnet the speed was dire and the connection very VERY erratic indeed.  Swapped 2-3 different routers around and suddenly the connection is a lot better and far more stable.
So it seems the issue was here, so sorry for moaning at plusnet.
However I now have another issue, I have another PC 2 rooms away and normally that connects to my wifi via a 2nd router next to it running in bridge mode.
however I cannot see in the plusnet router settings how to setup bridge mode for this other router to connect.
any tips?
Stevef1
Grafter
Posts: 49
Thanks: 2
Registered: 10-12-2015

Re: New customer - terrible speed/connection

Spoke too soon.. gah  Embarrassed
Its again been very flakey tonight, goes constantly from okay to very slow