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Slow Download Speeds - many reports but nothing on Service Status

Community Veteran
Posts: 38,460
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Registered: 15-06-2007

Slow Download Speeds - many reports but nothing on Service Status

This is why I am posting here https://www.thinkbroadband.com/news/7825-slow-download-speeds-blighting-plusnet-users-on-saturday

While some may want to describe their individual problems as a national outage with a broadband provider, when we investigated reports of slow speeds for Plusnet broadband customers we were able to see some 5 to 10% that were affected. After pulling back the full dataset for Saturday from 9am to 6pm we have expanded that estimate to say that only 16% of Plusnet customers are testing above 20 Mbps, whereas over the period of a month this is normally 40% of customers, and if you extend down into the ADSL2+ speed region we usually see 60% of users over 10 Mbps at Plusnet but today it is only 20%.

The sympton if you have not already spotted on your Plusnet connection is that the download speed is slower than the upload speed for VDSL2/FTTC customers, this differentiation may not be so clear cut for ADSL2+ customers due to its slow upload speeds. Examples of tests from people affected are 2.8 Mbps down, 5.8 Mbps up and 1.5 Mbps down, 2 Mbps up the person with the 5.8 Mbps upload is probably on an up to 76 Mbps service. There are those who are getting good results e.g. 37 Mbps down and 2 Mbps up so we know its not a total network wide issue.

In terms of locations our initial investigation suggested perhaps a smaller number of postcodes, but looking at the postcode groups from the larger sample a non-exhaustive list seems to be B, BA, CA, CV, E, EX, GL, GU, HP, IG, KY, LA, LL, ME, ML, NN, OX, PA, RG, SA, SK, SP, SS, TQ.

 

39 REPLIES
chippiearnold
Newbie
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Registered: 16-09-2017

Re: Slow Download Speeds - many reports but nothing on Service Status

I was having the slow download issue on Saturday 16th, but all appeared to go back to normal at around 7:15pm.

 

I don't suppose I should hold out much hope of getting an explanation of the issue from Plusnet, seeing as how they didn't even publicly acknowledge the problem in the first place. Would be nice to know though...

rongtw
Seasoned Hero
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Re: Slow Download Speeds - many reports but nothing on Service Status

I had it all day yesterday Sad    No replies from plusnet here or Twitter or Facebook Angry

and would be a waste of time on the phone Embarrassed

and this morning is still the same .Capture 4.PNG

 

 

 

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djcjuk
Grafter
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Registered: 05-03-2014

Re: Slow Download Speeds - many reports but nothing on Service Status

Same problem here. North London exchange down from 77 to 9 Mbps.

 

djcjuk
Grafter
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Registered: 05-03-2014

Re: Slow Download Speeds - many reports but nothing on Service Status

My Fibre speed is now back to normal North London exchange. 10-30 am 17th Sept 17

southerner
Aspiring Pro
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Re: Slow Download Speeds - many reports but nothing on Service Status

That's interesting. Did feel like walking through treacle yesterday. My VPN even felt faster than a direct Plusnet connection but I might have imagined that.

rongtw
Seasoned Hero
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Re: Slow Download Speeds - many reports but nothing on Service Status

And Still NO input from Plusnet Knuppel

Asus ROG Hero Vii Z97 , Intel i5 4690k ,ROG Asus Strix 1070,
samsung 850evo 250gig , WD black 2 TB . Asus Phoebus sound ,
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Corsair 750HXI Psu , Phanteks Enthoo pro case .
rongtw
Seasoned Hero
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Re: Slow Download Speeds - many reports but nothing on Service Status

Just had a reply from Plusnet on Bookface

 

We experienced an issue that affected a small number of customers yesterday which should now be resolved, sorry for any inconvenience. - Adam

 

HuhHuh 36 hours and they say we had Issue Roll eyes  and as per usual its only a small number of customers Cheesy

But NOWT on service status

Asus ROG Hero Vii Z97 , Intel i5 4690k ,ROG Asus Strix 1070,
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Corsair 750HXI Psu , Phanteks Enthoo pro case .
Community Veteran
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Registered: 14-07-2009

Re: Slow Download Speeds - many reports but nothing on Service Status

The reality is that a large number of customers were affected and, as best as I can tell, not just those of Plusnet.  Plusnet need to work out how they can keep customers up to date with wider internet problems - including those that are beyond their control.  Go on Plusnet, do us proud.     

Community Veteran
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Re: Slow Download Speeds - many reports but nothing on Service Status

Better the customer wastes time chasing faults than the company.

 

If there is a black book of business mantras I expect that is there somewhere.

rongtw
Seasoned Hero
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Re: Slow Download Speeds - many reports but nothing on Service Status

Dont know why they so scared to talk to customers when there is a problem ,  its the stick your head in the sand attitude

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Corsair 750HXI Psu , Phanteks Enthoo pro case .
rongtw
Seasoned Hero
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Re: Slow Download Speeds - many reports but nothing on Service Status

Ps Plusnet Its Not fixed !!!!!!!! just better

Capture5.PNG

Asus ROG Hero Vii Z97 , Intel i5 4690k ,ROG Asus Strix 1070,
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Corsair 750HXI Psu , Phanteks Enthoo pro case .
Community Veteran
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Registered: 14-07-2009

Re: Slow Download Speeds - many reports but nothing on Service Status

Whilst I was experiencing problems on Saturday afternoon I visited this site http://downdetector.co.uk/problems/plusnet .  Their chart showed a rising volume of "outages" during the day.  It's a bit feeble if Plusnet profess to be unaware of their difficulties when an external monitoring site can tell.  

rongtw
Seasoned Hero
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Re: Slow Download Speeds - many reports but nothing on Service Status

@ReedRichards  Dont forget they did admit to a SMALL amout of customers affected Crazy2

Asus ROG Hero Vii Z97 , Intel i5 4690k ,ROG Asus Strix 1070,
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Corsair 750HXI Psu , Phanteks Enthoo pro case .
Community Veteran
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Registered: 15-06-2007

Re: Slow Download Speeds - many reports but nothing on Service Status