"Is it Plusnet, or is it me (or my PC)??"

[#1]

My contract is due to expire, and galvanised by the long-standing problems that I've experienced with accessing my e-mails, and the 26% price increase in the "Unlimited Fibre and Line Rental" contract, I have to decide whether to find another ISP (assuming Plusnet is the problem).

Briefly, doctor, the symptoms are as follows;-

* Loading can take several minutes, during which time I may get a "Refreshing" message;

* E-mails may not load at all, and I get a "Server Error Unable to Send Command" message.

Plusnet has said that there is no problem with their download speed, and the upload speed, when tested, appeared to be OK, if not impressive.

I can't help wondering whether there's a problem with the 'phone-line (how well does copper mesh with fibre?).

Needless to say, the whole experience is incredibly frustrating, to the point that I'm thinking of reverting to talk talk (which I still get for free - and, interestingly - without the problems associated with Plusnet..

Does anyone have any useful Prescriptions?

Moderator's note by Dick (Strat): All caps title/text edited as per Forum rules.

[#2]

@mrick 

As soon as you are within the last month of your contract look up deals on comparison sites and pick a cheaper one. Then ring Plusnet and threaten to leave unless they match the deal that you have found. That should cut back any perceived price increase.

Whilst it might be a line issue, which would be an Openreach problem that would follow you if you leave, from your symptoms I doubt that Plusnet is the cause.  

What is it that is taking ages to load, are you referring to the Internet?

How are you connecting to the router, wireless or over an Ethernet cable?

What results do you get if you do a speed test, especially when connected over Ethernet as that's key to assessing whether you have a line problem?

[#3]

Hi @mrick,

I'm sorry to hear that you're having problems with your connection. I've tested your line but the test isn't picking up any problems from here at the moment and shows that it's currently syncing at the full 40mbps down and 10mbps up. Please can you confirm the answers to @Baldrick1's questions as this will help us in narrowing down the cause of the problem.

GEA Test Detail
Circuit ID	NA	Service ID	BBEUXXXXXXXX

Test Outcome	Pass
Test Outcome Code	GTC_FTTC_SERVICE_0000
Description	GEA service test completed and no fault found .
Main Fault Location	OK
Sync Status	In Sync
Downstream Speed	40.0 Mbps
Upstream Speed	10.0 Mbps
Appointment Required	N
Fault Report Advised	N
NTE Power Status	PowerOn
Voice Line Test Result	Pass
Bridge Tap	Not Detected
Radio Frequency Ingress	Not Detected
Repetitive Electrical Impulse Noise	Not Detected
Cross Talk	Detected
Estimated Line Length In Metres	76.4
Upstream Rate Assessment	Very Good
Downstream Rate Assessment	Very Good
Interference Pattern	Not Detected
Service Impact	No Impact Observed
Home Wiring Problem	Not Detected
Downstream Policing Discard Rate	0.0
Customer Traffic Level	Upstream and Downstream traffic detected
Technology	VDSL
Current 15Min Bin Retrains	0
Last 15Min Bin Retrains	0
DP Type	Internal
Profile Name	0.128M-40M Downstream, Retransmission Low - 0.128M-10M Upstream, Error Protection Off
Time Stamp	2020-05-30T14:30:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	39.9 Mbps	40.0 Mbps	39.9 Mbps
Up Stream Line Rate	9.9 Mbps	9.9 Mbps	9.9 Mbps
Up Time	0.0 Sec	900.0 Sec	897.1 Sec
Retrains	0.0	1.0	0.0

Current and Last 15 Minute Bin Performance
Parameters	Last Traffic Count(Upto 15 mins)	Current Traffic Count(Upto 15 mins)
Start Time Stamp	2020-06-12T13:01:15Z	2020-06-12T13:16:15Z
Ingress Code Violation	0	0
Egress Code Violation	0	0
Errored Seconds	0	0
Severely Errored Seconds	0	0
Unavailable Seconds	0	0

[#4]

EmilyD, and Baldrick1,

Thank you both very much for your replies.

In answer to the questions:-

1. I was referring, essentially, to my e-mails (websites generally seem OK).

2. The connection, now, is via ethernet cable, but the results do not seem appreciably better than wirelessly.

Please let me know what other "clues" I might provide.

Kind regards,

MR

[#5]

Did you see my reply to EmilyD, from Plusnet?

Further "clues":-

Repeatedly get the following messages when attempting to access e-mails:-

Server Error! (Error)

A0006 FETCH 1:* (UID INTERNALDATE)

Your session is invalid or has expired

Regards,

MR

[#6]

Please see further info sent to Baldrick1.

Regards,

MT