Very slow internet since yesterday
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Very slow internet since yesterday
02-10-2019 8:38 AM - edited 02-10-2019 8:47 AM
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Re: Very slow internet since yesterday
04-10-2019 6:52 AM
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Moderators Note
This topic has been released from the spam filter.
If it helped click the thumb
If it fixed it click 'This fixed my problem'
Re: Very slow internet since yesterday
04-10-2019 9:09 AM
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Hi @Ametha1,
I'm very sorry for the delay in getting back in touch with you on here - unfortunately your post became trapped in the spam filter.
I can see that you have now discussed this with an advisor from our technical support team and they have recommended that you try a new ethernet cable, as the connection issue seems to be affecting wired connections but not wireless connections. Please can you confirm whether you've been able to try a new cable and, if so, whether this made a difference to your connection?
Re: Very slow internet since yesterday
04-10-2019 9:20 AM
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Hey @Ametha1,
Apologies for the delay in response.
I'm really sorry that you're having these issues and I apologise for the inconvenience caused.
I've ran several tests over your service today and you are currently in sync at 31mbps download to the master-socket, with no underlying issues detected. That been said I've changed a few settings on your account now which may see the speed increase.
To narrow the issue further, could you let us know if you are connected via an Ethernet or wireless connection? If you haven't already can you run over our troubleshooting tips here.
Thanks.
Re: Very slow internet since yesterday
04-10-2019 10:12 AM - edited 04-10-2019 10:14 AM
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Thank you for replying to me.
My support worker had a long chat with your technical team yesterday. We found the fault was due to the router. The ethernet sockets are no longer working.
I'm currently connected via wireless, which seems okay for now. Usually I have a desktop PC connected by ethernet cable.
Plusnet is sending me a new router, so hopefully there will not be any issues with wired connections.
Re: Very slow internet since yesterday
04-10-2019 11:19 AM - edited 04-10-2019 11:25 AM
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Hi @Ametha1,
Thank you for confirming that and I'm sorry that I missed the note about the new router on your account. This should be with you within 3-5 working days from when it was ordered and the router will also come with a new ethernet cable. From the sounds of it, the new router should fully resolve this problem but please don't hesitate to get back in touch if you continue to experience any connection issues once you have the new router.
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