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Slow Speeds Again

canalside
Grafter
Posts: 31
Registered: ‎16-07-2018

Slow Speeds Again

I can't get more than 6mb up and down.

I've got one computer connected direct via ethernet to the router.

I've tried master socket.

I've tried new network cable.

I've tried new PC.

I've restarted the router.

 

Speedtest.net & BT Speedtest not get higher than 6mb.


Upstream
Downstream
Current Rate (kbps) 7200 7896
Max Rate (kbps) 18803 39316
SNR Margin (dB) 15.3 31.4
Line Attenuation (dB) 31.1 15.6
Errors (pkts) 0 548

 

24 REPLIES 24
Plusnet Help Team
Plusnet Help Team
Posts: 932
Thanks: 98
Fixes: 40
Registered: ‎06-08-2018

Re: Slow Speeds Again

Hey @canalside,

 

Thanks for getting in touch.

 

Sorry to hear about the drop in your speeds, please accept my sincerest apologies for the frustration caused.

I have ran several tests over your broadband services, with your cirucuit in sync but not reaching the MGALS or estimates for your line. I am glad to hear you have tried these troubleshooting steps, the next step would be to raise a fault here and let us know once this has been done? We'll then engage our suppliers to investigate further.

 

Thanks.

Moderator's note by Mike (Mav): Font size fixed.
If this post resolved your issue please click the 'This fixed my problem' button
 Maddy S
 Plusnet Help Team


canalside
Grafter
Posts: 31
Registered: ‎16-07-2018

Re: Slow Speeds Again

The link you sent just asks me to login then takes me to your member area.

 

No way to send a message that I can see.

 

Where am i meant to do it?

 

Can you do it ASAP?

Plusnet Help Team
Plusnet Help Team
Posts: 13,385
Thanks: 4,126
Fixes: 665
Registered: ‎21-04-2017

Re: Slow Speeds Again

Hi @canalside 

If you click on the link after you've logged into your account you'll be able to report a fault to us.

Having said that I can see you've since done this, I'll get the ticket picked up shortly.

[edit]

I've tested your line today and I can see your sync speed of 7.9mbps is banded at that level by the automated dynamic line management(DLM) software at the exchange.

We're submitting a DLM reset to remove this which should go through within the next 24 to 48 hours.

Let us know how it goes.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
canalside
Grafter
Posts: 31
Registered: ‎16-07-2018

Re: Slow Speeds Again

Will I be refunded for the last 2 weeks while the speed has been limited?

Plusnet Help Team
Plusnet Help Team
Posts: 13,385
Thanks: 4,126
Fixes: 665
Registered: ‎21-04-2017

Re: Slow Speeds Again

I'm afraid we don't refund for speed faults as there's been no downtime and you've been able to use the service however if you can let us know once your speeds have increased I'm sure we can look at offering you a goodwill gesture.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Baldrick1
Hero
Posts: 3,080
Thanks: 1,323
Fixes: 85
Registered: ‎30-06-2016

Re: Slow Speeds Again

If I read these posts correctly you were advised to report a fault two weeks ago.

canalside
Grafter
Posts: 31
Registered: ‎16-07-2018

Re: Slow Speeds Again

Okay. Don't worry about the money back. I've ordered from another supplier so i'll cancel soon.

Plusnet Help Team
Plusnet Help Team
Posts: 13,385
Thanks: 4,126
Fixes: 665
Registered: ‎21-04-2017

Re: Slow Speeds Again

I'm sorry to see you've decided to cancel your services.

With the above in mind feel free to let us know if there's anything we can do to keep you as a customer.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
canalside
Grafter
Posts: 31
Registered: ‎16-07-2018

Re: Slow Speeds Again

48 hours now passed and speed is now limited to 2 mb

Plusnet Help Team
Plusnet Help Team
Posts: 6,976
Thanks: 712
Fixes: 266
Registered: ‎01-01-2012

Re: Slow Speeds Again

Thanks for getting back to us @canalside

I've tested your line today and I can see that there was a stuck profile on your line which was restricting your download speeds.

This has now been removed and you should now be getting speeds of around 30mbps. If you do not see any immediate improvement please reboot your router in the first instance

Let us know how you get on

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
canalside
Grafter
Posts: 31
Registered: ‎16-07-2018

Re: Slow Speeds Again

Thank you.

After restarting the router I'm now getting 22mb.

My contract is Unlimited Fibre Extra and until a few weeks ago I was getting 60+ mb.
If the limit is now 30mb whats happening with the contract?

Plusnet Help Team
Plusnet Help Team
Posts: 6,976
Thanks: 712
Fixes: 266
Registered: ‎01-01-2012

Re: Slow Speeds Again

Thanks for getting back to us

As the speeds are still poor after the DLM reset I'm afraid we'd need to send another engineer out.

Can you respond to the ticket on your account here and let us know once you've responded?

This will allow us to get that picked up straight away for you

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
canalside
Grafter
Posts: 31
Registered: ‎16-07-2018

Re: Slow Speeds Again

I replied on friday and still waiting for someone to reply and still don't have the service i'm paying for.

Plusnet Help Team
Plusnet Help Team
Posts: 990
Thanks: 158
Fixes: 40
Registered: ‎09-10-2018

Re: Slow Speeds Again

Thanks for your post @canalside, we're sorry for our delayed response to your ticket.

 

I've just booked in an appointment for you for tomorrow (13/0Cool between 08:00 and 13:00.

 

Please let us know if you need any further assistance in the meantime.

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