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I don't like being lied to..and now rthey get my money....

Community Veteran
Posts: 1,809
Thanks: 51
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Registered: ‎08-10-2010

I don't like being lied to..and now rthey get my money....

When I enquired about broadband i was given a verbal estimate of 4Mb..Then after signing up i received this in an email  from Plusnet:
Now that your service has now been active for 14days, we thought we'd let you know the speed as it stands today, by way of comparison.

Estimated line speed: 5Mbps
Current line speed: 0.25Mbps
You can keep a track of your line speed through our website:


Not good. Anyhow, i now checked on Bt adsl checker, i got this result :
Your exchange is ADSL enabled,and our initial test on your line indicates that your line should be able to have an ADSL broadband service that provides a fixed line speed up to 2Mbps.
Our test also indicates that your line currently supports an estimated ADSL Max broadband line speed of 2.5Mbps.
Our test also indicates that your line currently supports an estimated ADSL2+ broadband linespeed of 250Kbps.

So there is no way i could achieve the 4Mb I was tempted with.
Then I receive an email telling me i should get 5Mb.
Then I check on ADSL checker and find it's all lies. Obviously no-one checked the line. .
Criminal deception? Obtaining money under false pretences?
what do you think?
20 REPLIES
Community Veteran
Posts: 3,789
Registered: ‎08-06-2007

Re: I don't like being lied to..and now rthey get my money....

It actually sounds like you have a fault.
The estimated speed checker is updated by BT periodically, based on your line conditions. 
Please post the stats from your router and we can advise
B.
Community Veteran
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Registered: ‎15-06-2007

Re: I don't like being lied to..and now rthey get my money....

Quote from: rogadodge
You asked for these results. finally worked out how to do it.

DSL Connection
Link Information

Uptime: 0 days, 5:28:03
DSL Type: G.992.5 annex A
Bandwidth (Up/Down) [kbps/kbps]: 372 / 575
Data Transferred (Sent/Received) [kB/kB]: 0.00 / 0.00
Output Power (Up/Down) [dBm]: 12.0 / 20.0
Line Attenuation (Up/Down) [dB]: 27.0 / 45.5
SN Margin (Up/Down) [dB]: 16.0 / 27.5
Vendor ID (Local/Remote): TMMB / TSTC
Loss of Framing (Local/Remote): 833 / 0
Loss of Signal (Local/Remote): 5,373 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): 0
Error Seconds (Local/Remote): 1,192 / 0
FEC Errors (Up/Down): 1,947 / 65,627
CRC Errors (Up/Down): 1,947 / 0
HEC Errors (Up/Down): 67,740 / 0
I don't know how I missed this but as Barry said you have a line fault either in your house or between you and the exchange.
With that attenuation you should be getting speeds of well over 5Mb.
As you don't have a proper master socket can you try plugging the router into the nearest thing you have to it with nothing else connected to the phone line (telephone, Sky Box etc.) and report the stats.
If, as I suspect, the speeds and noise margin don't change significantly then you have been banded and your speed restricted to 575kbps because of instability or error rates. I suspect error rates as with a noise margin of 27.5dB you shouldn't be seeing hardly any downstream errors at all.
Unless the numbers have been reversed you are also seeing an enormous number of upstream corrected errors when you should be seeing numbers in the 100's not 1,000's
Community Veteran
Posts: 3,789
Registered: ‎08-06-2007

Re: I don't like being lied to..and now rthey get my money....

Ah well, that's one reason for not crossposting.  I'm sure I'm not the only one who can't be bothered to cross-reference multiple posts from people.
B.
Community Veteran
Posts: 1,809
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Registered: ‎08-10-2010

Re: I don't like being lied to..and now rthey get my money....

sorry guys, am I missing something? bt say the max my line will support is either 2Mb or 2.5Mb.
I did, when we first got our modem, turn it off each time I finished. Never used bb before this, except mobile broadband..
We do not have sky or anything connected to the line.
I will do the check without telephone in tomorrow and report. thanks
Community Veteran
Posts: 38,460
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Registered: ‎15-06-2007

Re: I don't like being lied to..and now rthey get my money....

BT will have updated their figures with the actual line performance hence the lower figure.
pierre_pierre
Grafter
Posts: 19,757
Registered: ‎30-07-2007

Re: I don't like being lied to..and now rthey get my money....

and if you did your turn off routine during the first ten days, BT would think you had a bad line and have restricted you, it might be better if JoJo resets your line and you did a new retrain
Community Veteran
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Registered: ‎15-06-2007

Re: I don't like being lied to..and now rthey get my money....

Probably not a good idea until the fault is sorted - note the upstream noise margin and speed
These are my upstream numbers on a longer line for comparison
Noise Margin:     24.0  dB
Connection Rate:  448   Kbps
Line Attenuation: 21.0  dB
Power:            12.6  dBm
Community Veteran
Posts: 1,809
Thanks: 51
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Registered: ‎08-10-2010

Re: I don't like being lied to..and now rthey get my money....

Ok guys, firstly sorry about the cross posting.  Just a symptom of extreme frustration and helplessness.
I have done the new Kitz test, here are the results . note i have removed the telephone from the line, so the only thing connected to the line is the router.
Link Information

Uptime: 0 days, 6:24:41
DSL Type: G.992.5 annex A
Bandwidth (Up/Down) [kbps/kbps]: 444 / 1,941
Data Transferred (Sent/Received) [kB/kB]: 0.00 / 0.00
Output Power (Up/Down) [dBm]: 12.0 / 19.5
Line Attenuation (Up/Down) [dB]: 30.0 / 50.0
SN Margin (Up/Down) [dB]: 3.5 / 5.0
Vendor ID (Local/Remote): TMMB / TSTC
Loss of Framing (Local/Remote): 269 / 0
Loss of Signal (Local/Remote): 124 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): 0
Error Seconds (Local/Remote): 307 / 0
FEC Errors (Up/Down): 424 / 35,164
CRC Errors (Up/Down): 424 / 19
HEC Errors (Up/Down): 86,680 / 16
I haven't got a clue what i am looking at, so will rely on your interpretations.
Thanks, and again sorry about the crossdressing.  Ooops! cross posting.  Wink
Community Veteran
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Registered: ‎08-10-2010

Re: I don't like being lied to..and now rthey get my money....

Ok, back again. more meal for the mill.
connected phone and almost immediately got disconnected. so tried reconnecting/disconnecting phone to see if I could confirm is phone. Pretty sure the phone has something to do with it.
Changed the fiter (again) and keeping all cables as far apart as possible. Line seems pretty stable now. so here are the latest results with new filter.

Link Information

Uptime: 0 days, 0:01:45
DSL Type: G.992.5 annex A
Bandwidth (Up/Down) [kbps/kbps]: 444 / 6,327
Data Transferred (Sent/Received) [kB/kB]: 0.00 / 0.00
Output Power (Up/Down) [dBm]: 12.0 / 20.5
Line Attenuation (Up/Down) [dB]: 26.0 / 44.5
SN Margin (Up/Down) [dB]: 11.5 / 6.5
Vendor ID (Local/Remote): TMMB / TSTC
Loss of Framing (Local/Remote): 322 / 0
Loss of Signal (Local/Remote): 133 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): 0
Error Seconds (Local/Remote): 377 / 0
FEC Errors (Up/Down): 0 / 32
CRC Errors (Up/Down): 0 / 0
HEC Errors (Up/Down): 87,388 / 0

Some stats seem to improve and others have gone down. ( I think - tho not sure if higher number is always worst ).
Have I improved or should I remove phone to another extension. This will really upset the Mrs as we spent a week trawling shops for
a:  the 'perfect' telephone  (colour, style colour, size.......did I mention colour?) and
b:  the perfect shelf to put them on  (colour, style, colour size....did I mention colour?).
Community Veteran
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Registered: ‎10-04-2007

Re: I don't like being lied to..and now rthey get my money....

There's a lot of errors for only having been connected 0:01:45!
Could you plug the filter and router ONLY in to the test socket inside the master socket (plug it all in with the router powered off and turn it on after it's all plugged in) and after 5 minutes post those figures again please.

Then plug the phone in to the splitter and after another 5 minutes take the figures again please.
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
Community Veteran
Posts: 1,809
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Registered: ‎08-10-2010

Re: I don't like being lied to..and now rthey get my money....

I do not have a socket as illustrated. the nearest socket to th telephone input is a standard telephone sochet with no removable plate.
i will do as you asked and post though.
Community Veteran
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Registered: ‎08-10-2010

Re: I don't like being lied to..and now rthey get my money....

Ok. what I have done is disconnect router from socket. turn it off. reconnect to socket then power on.
Her is picture of outside house, by socket i use. Which I assume is the main socket.
Forget what i said abot telephone, it is disconnected and I have been disconnected from internet 6 times in 22 minutes.
Community Veteran
Posts: 1,809
Thanks: 51
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Registered: ‎08-10-2010

Re: I don't like being lied to..and now rthey get my money....

Strangely, when disconnected from internet the modem green light was on, telling me i was connected.Maybe just lag between connecting and registering.
here are the results from latest test
Link Information

Uptime: 0 days, 0:06:10
DSL Type: G.992.5 annex A
Bandwidth (Up/Down) [kbps/kbps]: 447 / 4,750
Data Transferred (Sent/Received) [kB/kB]: 0.00 / 0.00
Output Power (Up/Down) [dBm]: 12.0 / 20.5
Line Attenuation (Up/Down) [dB]: 28.0 / 46.5
SN Margin (Up/Down) [dB]: 9.5 / 6.5
Vendor ID (Local/Remote): TMMB / TSTC
Loss of Framing (Local/Remote): 45 / 0
Loss of Signal (Local/Remote): 9 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): 0
Error Seconds (Local/Remote): 8 / 0
FEC Errors (Up/Down): 0 / 622
CRC Errors (Up/Down): 0 / 0
HEC Errors (Up/Down): 88,311 / 0
Plusnet Help Team
Plusnet Help Team
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Registered: ‎27-04-2007

Re: I don't like being lied to..and now rthey get my money....

Hi all,
FYI this issue is caused by a dropping connection or intermittent fault. The disconnections have breached the threshold at which the IP profile and hence the speeds are lowered.
I can see that a ticket is open with our faults team at the moment, rogadodge I'll keep an eye on this for you as we'll need to resolve the issue with disconnections before we can get the best speed performance we can out of your service:
This graph should give you an idea about the intensity of the problem with disconnections:
<img src="http://ccgi.psmith12.plus.com/visradius/generated/image1287392722681.png" />
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team