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Slow connection

Rachel2606
Hooked
Posts: 6
Registered: 28-12-2017

Slow connection

For the last couple of weeks or so our internet connection seems to be very slow,it’s taking quite a while to connect to the internet/apps in our phones,we have reset the router which seemed to help,but things have slowed down again,the last time
We had issues we were asked to connect to test sockets etc,we have been with plusnet a long time but within the last year we seem to be experiencing quite a lot of problems with internet speeds,dropped connections,could somebody please see if there are any reasons for this?
Thanks
10 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 8,939
Thanks: 2,804
Fixes: 441
Registered: 21-04-2017

Re: Slow connection

Welcome to the community forums @Rachel2606

Sorry to hear you're experiencing speed issues.

Our tests aren't detecting any problems. To help us narrow down where the issue lies, would you be able to test your connection using a laptop or computed wired to your router via an ethernet cable?

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Rachel2606
Hooked
Posts: 6
Registered: 28-12-2017

Re: Slow connection

Hi we have the Ethernet cable already connected which is always connected,we don’t have a laptop
Thanks
Plusnet Help Team
Plusnet Help Team
Posts: 8,939
Thanks: 2,804
Fixes: 441
Registered: 21-04-2017

Re: Slow connection

Thanks for getting back in touch.

Can you run a BT speedtest at http://www.speedtest.btwholesale.com using a wired connection, completing the further diagnostics at the end? This will store the result on the supplier system and will help us in reporting a fault to our suppliers.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Rachel2606
Hooked
Posts: 6
Registered: 28-12-2017

Re: Slow connection

I have clicked on the link but it will not let me do the test,this is the message I get when I try to ,I have download the adobe that it’s asking for but am still unable to do the test
Plusnet Help Team
Plusnet Help Team
Posts: 8,939
Thanks: 2,804
Fixes: 441
Registered: 21-04-2017

Re: Slow connection

Sadly the test won't run on Apple mobile devices as they don't support Adobe Flash Player.

Can you run the test on the device you've got the ethernet cable connected to?

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Rachel2606
Hooked
Posts: 6
Registered: 28-12-2017

Re: Slow connection

It’s connected to the PlayStation,I could try it in the kindle ,but would need to find the charger first
Rachel2606
Hooked
Posts: 6
Registered: 28-12-2017

Re: Slow connection

Sorry,I can’t do the test on the kindle either as that’s also saying I need the adobe flash player.
Plusnet Help Team
Plusnet Help Team
Posts: 8,939
Thanks: 2,804
Fixes: 441
Registered: 21-04-2017

Re: Slow connection

I'd tackle this from a WiFi perspective and run through the troubleshooting here in that case.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Rachel2606
Hooked
Posts: 6
Registered: 28-12-2017

Re: Slow connection

Thanks I will give this a try
Plusnet Help Team
Plusnet Help Team
Posts: 8,939
Thanks: 2,804
Fixes: 441
Registered: 21-04-2017

Re: Slow connection

No problems, keep us posted.
If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team