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New to PN and already poor speeds from day 1.

keyholder
Grafter
Posts: 76
Thanks: 2
Registered: 06-05-2015

New to PN and already poor speeds from day 1.

Hi..
Only been on plusnet a few days and already got a fault from day 1..    Embarrassed  Cry    Only a 19mbit down compared to our old SKY connection which delivered a constant 38 Mb except for the odd slow downs but nothing below 30mb!
Now according to my line stats my modem is showing an attainable rate of 40Mb ( 40376 kbits)  And an ACTUAL line rate of 39623 kbits down  - 7424kbits up with a SNR of 6.2 so i know the modem is getting a clear signal.
So why am i only getting a measly pathetic 19 Mb.  ??  Undecided  
Now on the conenctions settings tab , under the " high speed broadband" link its saying im only getting 21Mb.. Does this info actualyl tell me on what PN have put me on ??  As accorinding to the states i can get the full 38mb. Bearing in mind the cabinet im connect to can recieve 55 Mb im a bit stumped.  if all PN can offer is 19mb then i wont hessitate in canceling the service.
Prior to this being on sky there was no hardware changed, so im a bit miffed as to the poor connection speed.  - fault already rasied ... still waiting on reply.
Any ideas?
Ive also had 3 ips within the 3 days ive been with PN Huh  Huh
13 REPLIES
Dhaos
Grafter
Posts: 140
Registered: 26-02-2013

Re: New to PN and already poor speeds from day 1.

Have you been turning the router on and off? That could account for the ip changes. On my "high speed broadband" page it is showing as 80mb, so im guessing your ip profile with pn is at 21mb
what does this show when you run http://speedtest.btwholesale.com/ and do the further diagnostics bit by putting in your phone number.
keyholder
Grafter
Posts: 76
Thanks: 2
Registered: 06-05-2015

Re: New to PN and already poor speeds from day 1.

no routers not been turned on or off, only came off once to get  my line stats..
btw site keeps crashing on upload speedtest for me.. but it said something like...
downstream is on ip Profile 21 - line capable of 39Mb - also highlights in red
Upstream  is 5mb - line is capable of 7mb something.. - this is highlighted in green ..
It then said something about download speed not being right and to raise a fault or inform my isp.
pwatson
Rising Star
Posts: 2,468
Thanks: 8
Fixes: 1
Registered: 26-11-2012

Re: New to PN and already poor speeds from day 1.

It looks like the Plusnet systems have set your line profile based on an ADSL estimate rather than the FTTC figure.  This is not an uncommon occurrence unfortunately...
It *should* correct itself but hopefully someone from PN will be along shortly and they'll give the profile a prod!
Community Veteran
Posts: 26,688
Thanks: 911
Fixes: 10
Registered: 10-04-2007

Re: New to PN and already poor speeds from day 1.

That's rubbish!
When the ADSL speed issue comes in to play is the estimated speed which is based on the ADSL speed. The current line speed is the one that gets prodded when the correct IP Profile figure hasn't come through from BT.
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
keyholder
Grafter
Posts: 76
Thanks: 2
Registered: 06-05-2015

Re: New to PN and already poor speeds from day 1.

http://i28.photobucket.com/albums/c225/Keyholder_/plusnet/linetest.jpg~original

http://i28.photobucket.com/albums/c225/Keyholder_/plusnet/line%20stats%20plusnet.jpg~original

Been onto live chat and helpful cguy called liam who even said im stuck on a ADSL profile and has no idea why!. I mean WTF plusnet..
Not even a week into contract and it dont look to promising already!!
Community Veteran
Posts: 26,688
Thanks: 911
Fixes: 10
Registered: 10-04-2007

Re: New to PN and already poor speeds from day 1.

1. What does https://portal.plus.net/my.html?action=data_transfer_speed say for your current line speed?
2. Are you using a wired or wireless connection to the router?
3. If using wireless, please post the results you get using a wired connection.
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
keyholder
Grafter
Posts: 76
Thanks: 2
Registered: 06-05-2015

Re: New to PN and already poor speeds from day 1.

Estimated line speed:
   16Mb (This may vary between 14.5Mb and 18.5Mb) - Checked on 2015-05-08 14:56:56
Current line speed:
   21 Mb
The whole house is WIRED ( Asus AC66U ) , My setup hasnt changed from being with SKY previously and i got a constant 38Mb with them
The links in my previous post is my current line speed!
If The bt website is showing that the Ip profile for my line is 35mb then why on earth have PN put me on a 21 Mb adsl profile! when the max speed we can get here on adsl2 is only 8 MB
Community Veteran
Posts: 26,688
Thanks: 911
Fixes: 10
Registered: 10-04-2007

Re: New to PN and already poor speeds from day 1.

I don't understand why the person you were talking to via char didn't just correct it!
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
keyholder
Grafter
Posts: 76
Thanks: 2
Registered: 06-05-2015

Re: New to PN and already poor speeds from day 1.

Monkeys and peanuts spring to mind...

However the guy i was speaking to did say within the hour it will be sorted! - 2 hours later still waiting.. Dont really know how long it takes to be in effect really - but im sure its pretty near instant.
Im also surprised a PN member hasnt commented or looked into it either tbh.
Knew i shouldnt of come to PN and stayed with Sky.  Undecided Undecided Angry
bustermissy1961
Grafter
Posts: 204
Thanks: 1
Registered: 04-09-2014

Re: New to PN and already poor speeds from day 1.

i thought you could still leave if it was within a specific time.
dick:quote
keyholder
Grafter
Posts: 76
Thanks: 2
Registered: 06-05-2015

Re: New to PN and already poor speeds from day 1.

gonna be sorted within the hour apparantly.
Just rang them up and they are sorting it..  Wont hold my breath
But will see...
keyholder
Grafter
Posts: 76
Thanks: 2
Registered: 06-05-2015

Re: New to PN and already poor speeds from day 1.

@buster - 14 days i believe.
14 days i believe.. still thinking of using it tbh.
All sorted now anyhows.. getting 35Mb thanks to matt who i rang up and who actually rang me back to say its all been sorted. 
pwatson
Rising Star
Posts: 2,468
Thanks: 8
Fixes: 1
Registered: 26-11-2012

Re: New to PN and already poor speeds from day 1.

Quote from: pwatson
It looks like the Plusnet systems have set your line profile based on an ADSL estimate rather than the FTTC figure.  

Quote from: jelv
That's rubbish!

Quote from: keyholder
Been onto live chat and helpful cguy called liam who even said im stuck on a ADSL profile

Quote from: keyholder
All sorted now anyhows.. getting 35Mb

Keyholder - Glad to hear all is now well  Smiley
Jelv - Apology forthcoming? Wink