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Re: Speed has dropped

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Grafter
Posts: 34
Thanks: 27
Registered: ‎08-01-2019

Re: Speed has dropped

Hello and good day: Could someone help me out on a speed issue please. After recently experiencing line drop outs on my router, sometimes just a couple of minutes and sometimes a few hours, these reset themselves and connection was re established. However my speed has dropped from 36Mbps down to less than 23Mbps over the last two weeks. I can rule out any internal issues as an OpenReach engineer replaced my socket two months ago (after a separate issue).  Thanks in advance. Denzle

  Hope I've posted this in the correct place.

 

 

 

 

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Moderator
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Registered: ‎11-01-2008

Re: Speed has dropped


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Plusnet Help Team
Plusnet Help Team
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Registered: ‎06-08-2018

Re: Speed has dropped

Hey @Denzle,

 

I'm sorry you are having trouble, on testing the service today you are most certainly under the MGS for your service. If you haven't already I would advise going ahead with the troubleshooting guide, if that doesn't help the next thing would be to rule your internal wiring out by plugging the connection into your test socket (which is under the faceplate of your master socket) and seeing if the drops stop.

 

This rules out your internal wiring, face plates and extension sockets as being the cause of these drops. How to locate the test socket and set your connection into it can be found here. If the problem still persists, please can you raise a fault here and let us know once this has been done?

 

Thanks.

 

Moderators Note: Inserted missing link.

If this post resolved your issue please click the 'This fixed my problem' button
 Maddy S
 Plusnet Help Team


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Grafter
Posts: 34
Thanks: 27
Registered: ‎08-01-2019

Re: Speed has dropped

Hello Mads: Thank you for your response. I'd like to get you up to speed (excuse the pun) on recent events. A couple of months ago it was arranged (By Plusnet) for an OpenReach engineer to attend my premises to investigate the problem with a total loss of WiFi on the router (Red light of death). He established that the fault was external and promptly went to the exchange/Green box and got things sorted, while he was at it he replaced my phone socket for the new type. Happy days....downloading at 36Mbps. It has been like this until a fortnight ago when I started to experience drop outs which lasted from a few minutes and one occasion several hours and each time the router reset itself. The last time I lost connection I reset the router and since then my download speed is steady at 21Mbps. I tried the BT Wholesale test and it states that my IP profile is 23.07Mbps and my speed falls into acceptable parameters. It looks like when resetting the router it's defaulted to a lower speed. Is there any way you could reset this from your end? Thank you for your time. Much appreciated.

         Denzle

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Grafter
Posts: 34
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Registered: ‎08-01-2019

Re: Speed has dropped

Hello Mads: Just a quick update with the problems with my slow download speeds. I've conducted the tests you suggest but even when the router is plugged directly into the test socket I'm still only downloading 21Mbps. This suggests to me that is an external issue. Is there any way you could reset from your end. DLM?

Thank you.

          Denzle

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Grafter
Posts: 34
Thanks: 27
Registered: ‎08-01-2019

Re: Speed has dropped

Hello: Just a quick update with the situation with speed issues. Earlier I received a phone call from a very pleasant Gentleman from the Plusnet help team (Paul)?. They have ascertained that after testing there's probably a cable fault between the telegraph pole and my premises and an OpenReach engineer will be in attendance tomorrow. Fingers crossed. I'll post the outcome as a point of interest. Top marks for a very rapid response, credit where due. Thank you.   Denzle

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Grafter
Posts: 34
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Registered: ‎08-01-2019

Re: Speed has dropped

The gentleman I spoke to was Bruce Frost (not Paul😣😂). Cheers Bruce👍.

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

Re: Speed has dropped

Fix

Thanks for getting back to us @Denzle I've had a look into this for you and I can see your download speed is currently being restricted by an old speed profile before an engineer carried out work to improve your sync speed yesterday. This profile changed automatically late last night, if you can reboot your router you should see a higher download speed.

Let us know how you get on Smiley

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
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Grafter
Posts: 34
Thanks: 27
Registered: ‎08-01-2019

Re: Speed has dropped

Thank you for your help Gandalph. Speed now up to 35Mbps. The only thing now is that restrictions have been applied (The dreaded billing day issues again). If you could lift the restrictions I would indeed be a Happy Bunny.

Thanks again. Denzle

Plusnet Help Team
Plusnet Help Team
Posts: 16,864
Thanks: 5,153
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Registered: ‎21-04-2017

Re: Speed has dropped

Thanks for getting back to me @Denzle

I'm glad to see your speeds have improved.

With regards to your payments I believe we're discussing that on a separate thread

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team