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Slow speeds

mauley
Newbie
Posts: 9
Registered: 18-12-2014

Slow speeds

As mentioned by others in this forum over the weekend. I experience a terrible drop in speeds and performance.
I ran a few tests over the weekend, the lowest score I got was this...

Also when trying to load webpages I get the "page timeout" message and sometimes when they do load they dont do so correctly. Very frustrating as I need my connection for online study.
14 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 5,445
Thanks: 505
Fixes: 190
Registered: 01-01-2012

Re: Slow speeds

Sorry to hear your having issues with your speed.
I can see that the first BT speedtest you ran failed so you should be able to run what's known as a TAP3 test.
If you follow the instructions after the first test fails you'll be able to do this.
If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
mauley
Newbie
Posts: 9
Registered: 18-12-2014

Re: Slow speeds

Unfortauntely I had trouble finding where in the router setting I am suppsoed to enter the username.
dick:quote
mauley
Newbie
Posts: 9
Registered: 18-12-2014

Re: Slow speeds

I would really appreciate some guidance on how to complete the Tap3 test as I can not find where to chnage the Username in my router settings.
Plusnet Help Team
Plusnet Help Team
Posts: 5,445
Thanks: 505
Fixes: 190
Registered: 01-01-2012

Re: Slow speeds

If you go through these steps below you should be able to
1) Go to http://192.168.1.254 in your browser
2) Enter the following details Username:admin (all in lower-case) Password: The routers serial number starting with CP (All in capitals)
3) On the left hand side click on "Broadband Connection" then click on "View More"
4) Click Disconnect and then enter the following details Username:speedtest@speedtest_domain and Password: password (In lower-case)
5) Click Connect
This should allow you to run the TAP3 test and if you follow the same instructions after you can change the details back to your usual ones.
If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
mauley
Newbie
Posts: 9
Registered: 18-12-2014

Re: Slow speeds

Okay.
I ran the first test and got the following results
Download Speed (Mbps) - 54.48
Upload Speed(Mbps) - 12.17
Ping Latency (ms) - 24.88
Ran the 2nd test and got the following results
Download Speed (Mbps) - 54.48
IP Profile - 68.11 Mbps
Upload Speed(Mbps) - 12.17
Upstream Rate IP Profile - 20 Mbps
Now what is weird is that the test come out fine but the performance of the network is clearly now as the service goes up and down from time to time. Another example is the long page load times and most of the time when trying to load a page I get the message "Page has timed out"
I am running a fresh install of Windows 8.1 Pro with all drivers up to date, fresh web browser profiles with no Adblock or addons installed. I can not understand why the performance has dropped like this all of a sudden.
Plusnet Help Team
Plusnet Help Team
Posts: 1,897
Thanks: 12
Fixes: 2
Registered: 24-07-2014

Re: Slow speeds

Apologies if I'm missing something, but it seems that this may be unrelated to other issues. Some of the information points toward other problems.
How are you connecting? (Wireless/wired). The page timeouts aren't something that I'd expect to see.
If this post resolved your issue please click the 'This fixed my problem' button
 Tony T
 Plusnet Help Team
mauley
Newbie
Posts: 9
Registered: 18-12-2014

Re: Slow speeds

I am connecting via Wireless. It was working fine up until a few days ago now web pages do not load fully. Downlaod speeds are also lower than usual. Normally i get minimum 5-6Mbps download now it is maxing out, if im lucky, at 2Mbps.
Plusnet Help Team
Plusnet Help Team
Posts: 5,445
Thanks: 505
Fixes: 190
Registered: 01-01-2012

Re: Slow speeds

Can you try a wired connection to see if that's any better?
If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
mauley
Newbie
Posts: 9
Registered: 18-12-2014

Re: Slow speeds

I connected via Wired therenet connection but now the speed is even worse.
I have a brand new motherboard with Gigabit ethernet connection and using a Cat6 cable and even tried a Cat5.
I have uploaded a pscreenshot to the fault log.
Plusnet Help Team
Plusnet Help Team
Posts: 1,897
Thanks: 12
Fixes: 2
Registered: 24-07-2014

Re: Slow speeds

Very unusual. What did you get with the wired tests - the attachment on your ticket was the wireless one.
If this post resolved your issue please click the 'This fixed my problem' button
 Tony T
 Plusnet Help Team
mauley
Newbie
Posts: 9
Registered: 18-12-2014

Re: Slow speeds

I have attached a screenshot which shows the speed that I got after the Wired TAP 3 test.
Plusnet Help Team
Plusnet Help Team
Posts: 5,445
Thanks: 505
Fixes: 190
Registered: 01-01-2012

Re: Slow speeds

The TAP3 test failing isn't a good sign as it points towards a capacity issue at your exchange.
Our faults team are looking into this for you.
If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
mauley
Newbie
Posts: 9
Registered: 18-12-2014

Re: Slow speeds

That doesnt sound to good at all. Thanks for looking into it and if you could keep me updated please.
Thanks
Plusnet Help Team
Plusnet Help Team
Posts: 5,445
Thanks: 505
Fixes: 190
Registered: 01-01-2012

Re: Slow speeds

The ticket's back with our Faults team.
It looks like there's a amber VP at your exchange which will be the cause.
If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team