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

Posts: 18
Thanks: 1
Registered: ‎20-02-2018

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

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.


Posts: 11,841
Thanks: 5,273
Fixes: 421
Registered: ‎30-06-2016

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


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?

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Plusnet Help Team
Plusnet Help Team
Posts: 2,032
Thanks: 357
Fixes: 117
Registered: ‎26-03-2018

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

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
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
If this post resolved your issue please click the 'This fixed my problem' button
 Emily D
 Plusnet Help Team
Posts: 18
Thanks: 1
Registered: ‎20-02-2018

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

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,


Posts: 18
Thanks: 1
Registered: ‎20-02-2018

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

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)


Your session is invalid or has expired



Posts: 18
Thanks: 1
Registered: ‎20-02-2018

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

Please see further info sent to Baldrick1.