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Slow speeds and dropped connection

Iomega
Dabbler
Posts: 12
Registered: ‎24-07-2009

Slow speeds and dropped connection

Test to see if I can post  before I actually post
23 REPLIES
Iomega
Dabbler
Posts: 12
Registered: ‎24-07-2009

Slow speeds and dropped connection


Hi, Ok so it looks like I can post so here goes ...
Not sure how far I'm going to get replying to an 'older' post (not sure
if it's just the recent one's that get read) but... my situation...
I'm at my wits end here. Being given the run around by PlusNet, suffering
ramdom disconnects, suffering slow speeds etc, oh and never having the
same analyst looking at the problem, so the one that replies to you has
never read all that has gone before - believe me that's correct.
At the end of the day wondering if I was to post to the forum (i)would it
get me anywhere (a real solution to the problems above) (ii)how to put it
all into words. I raised the ticket (# 28724592) on the 7th May nearly
3mths ago, I have posted quite a bit of info (router stats, BT speed tests
etc) to PN & I wasn't really sure how to put all of that into words.
By sheer chance I started to look at the forums just wondering if (& how
many) people may be suffering from slow speed and/or disconnections.
Then I happened upon this post. I could't believe what I was reading. It
read almost word for word like my situation apart from the speed involved
(I only ever got close to 2Mb on a good day usually it's around 1.8 Mb)
but that aside I was practically reading my own situation (thank you snailspace).
The sting in the tail however is that the BT visit I arranged on the phone
with PN never happened. I took a day off and the engineer never arrived.
(thanks PN for a wasted day's holiday). He was booked for between 1 - 6 pm.
I updated my ticket (Fri 31st) to tell PN that he had never turned up.
Guess what their [PN] reply was - yet more stats about my connection
followed by ... "Please can you confirm if this is correct and that the
issue is now resolved". What the !!*&%%$£$
When an actuall line inspection is now the only thing left to do & is
now highly likely to be the possble root cause - how the hell does the
fact that the BT engineer not showing up mean that the 'issue is now
resolved'.
Words fail me at this point.  Cry
If you made it this far - thanks for reading & sorry to have taken up so
much of your time. But thanks for listening.
Rant over.
Community Veteran
Posts: 1,850
Registered: ‎04-04-2007

Slow speeds and dropped connection

Hi there.
I'm really sorry this has dragged on as long as it has.
I've asked one of our senior engineers to review the history and work with you to get this resolved.
Mark
Moderator
Moderator
Posts: 19,288
Thanks: 2,165
Fixes: 348
Registered: ‎11-01-2008

Re: Slow speeds and dropped connection

mod:note
I've split this topic out so it achieves maximum visibility.

Customer / Moderator / If it helped click the thumb / If it fixed it click 'This fixed my problem'

Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: ‎18-07-2007

Re: Slow speeds and dropped connection

Hi Iomega,
Sorry about the hassle, I've had a look at the ticket and the fault and am chasing this for you now.
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: ‎18-07-2007

Re: Slow speeds and dropped connection

Right... the connection's still stable and you're on a 7150 profile on BTs side so I've updated our side to match - sorry about that. Please post back if it hasn't made a difference though you may need to reconnect to get the faster speed (I don't think you will though).
Iomega
Dabbler
Posts: 12
Registered: ‎24-07-2009

Re: Slow speeds and dropped connection


To adiewoo
Kind of understand why you have split this out but I would be grateful if
you could put in a link to the topic originally started by Snailspace. He
put a lot of work into describing the problem he was having and at the
time (unbeknown to him) ended up describing the situation I was in. He
should get the credit for that.
Thanks

To Orbrey
Thanks for your action on this. The best 'Current line speed' I have EVER
had was 2500 due to the distance I am from the exchange so I know it will
drop.  Sad  Just wanting my 1.7 / 1.8 Mb's back.
Just wanted to check with you - when you say 'reconnect' are you talking
about
(i) simply unplugging the telephone cable then reconnecting it
or
(ii) rebooting the router
both of which will force a re-sync. But then won't the equipment at the
exchange see this as a disconnection & start uping my SNR ratio thereby
dropping my speed ?.
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: ‎18-07-2007

Re: Slow speeds and dropped connection

I'm now worried I'm looking at the wrong account... is it not the one you're posting from? That account has a profile of 7150kbps on both our and BTs sides.
Quote from: Iomega
Just wanted to check with you - when you say 'reconnect' are you talking
about
(i) simply unplugging the telephone cable then reconnecting it
or
(ii) rebooting the router
both of which will force a re-sync. But then won't the equipment at the
exchange see this as a disconnection & start uping my SNR ratio thereby
dropping my speed ?.

Either should be fine, and no, not unless you reconnect several times in 10 minutes or so (I'm not sure of the actual figures but one reboot will certainly not cause the exchange to think there's a fault).
Hope that helps,
Community Veteran
Posts: 1,850
Registered: ‎04-04-2007

Re: Slow speeds and dropped connection

Matt
Thanks for picking this up.
Iomega, you're in good hands here and matt will get to the bottom of this for you.
Iomega
Dabbler
Posts: 12
Registered: ‎24-07-2009

Re: Slow speeds and dropped connection

Orbrey
Hi. When I posted that message at 14:51 I was at work & we're on a fiber
optic line. Don't know who's acc. you were looking at but if you're quoting
a profile of 7150kbps it definitely isn't mine (if only  Smiley)
Ok, for now just disconnected / reconnected the phone cable. I'll try &
attach my router stats.
The (re)sync is 1792 (was 1152) & while it is better it is nowhere near
the 23xx I used to get.
I'll await 10:00pm with interest - that's when your records have shown
my sync usually gets knocked back to 11xx.
Iomega
Dabbler
Posts: 12
Registered: ‎24-07-2009

Re: Slow speeds and dropped connection


Just for completeness attached is a BT speedtest run at 9:20pm
Highlighted
Iomega
Dabbler
Posts: 12
Registered: ‎24-07-2009

Re: Slow speeds and dropped connection


Yep, just checked now (10:20pm) and due to a fault somewhere on the line sync has been lost
& have just re-synced at 1088. Router stats attached.
dinosaurdad
Newbie
Posts: 8
Registered: ‎06-08-2009

Re: Slow speeds and dropped connection

hi all
I was going to wait until my problem was resolved before posting but my patience ranout.
Responding to the cry dad its broke, whats broke, the internet!!!!!!! As dad is an engineer dad is expected to fix everything
The problem started i suspect at the end of april being informed by PN my connection was being moved from a 2 meg tiscali llu to a up to 8 meg btw connection. It matters not to me as to how the connection is achieved so long as i get what i need. Then i was asked to take part in the 21cn trial to which i agreed thinking it would future proof my connection, the link to wikipedia states 21 cn up to 24 meg. I am a realist i didnt think for 1 minute i was going to get 24 meg but i would see what happened, my bench mark was 2 meg. I got an email to say i was connected on 21 cn which concerned me as no one was interested in my connection speeds before during or after which i would have thought was paramount in a trial.
Then the cry dad its broke
Call to cs was a waste of time, the operator didnt listen to what i said and it was obvios i was to be got rid of asap.
I then turned to the forums and embarked on a steep learnig curve thanks mainly to Old Jim.
My speed had dropped to 135 kbps and as i have found out my profile had.
On return from holiday i get a reply to my ticket saying stable connection for 5 days ip profile 1000 kbps, strange as i at that point had done nothing.
As per forum suggestions jumped through all the hoops and fitted a filtered face plate and non filtered extension on 26/7 my ip profile has slowly moved up to 1750.
BT have been doing some diagnostic checks but found no fault, they now want to visit my house and check my end
but the sting is they want £144 +vat if no fault found.
No mention of the 3 disconnections sice 26/7 so i have doubts if they will find a fault.
My original speed was 1.8 to 2.2 meg all the time with no issue, now im just up to 1.5 meg which begs the question whats the point of 21 cn.
Bit long winded but writing letters is not my strong point
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: ‎18-07-2007

Re: Slow speeds and dropped connection

@Iomega I've updated your ticket for you and will keep an eye on this one, but testing reported a fault so hopefully we'll get some movement shortly. I'll post back when there's more info.
@dinosaurdad I'll have a look at that one for you too, though it's probably better to keep 21CN related issues to the 21CN test forums here: http://community.plus.net/forum/index.php/board,62.0.html - I'll update shortly.
Iomega
Dabbler
Posts: 12
Registered: ‎24-07-2009

Re: Slow speeds and dropped connection

Just to confirm
No improvement to service
Looks like BT are in no hurry to fix this line fault
3 months - 2 days & counting    Sad