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Poor service since line speed increase

skuzzbag
Dabbler
Posts: 18
Thanks: 1
Registered: ‎09-08-2013

Poor service since line speed increase

First of all we are connected directly to the exchange here and previously we were told the max line rate was going to be around 12Mb/s which is about what we had. Connection was very stable and streaming TV perfect at 1080p.

Then around two weeks ago our connection went down for two hours and when it came up it was connecting at 21Mb/s and 1Mb/s up.

Everything seemed OK but over the last few days streaming TV in the evening is impossible and eventually slows down to what looks like 320x240 heavily compressed. My wife assures me that daytime streaming is OK.

 

9 REPLIES 9
MatthewWheeler
Plusnet Help Team
Plusnet Help Team
Posts: 8,896
Thanks: 1,506
Fixes: 480
Registered: ‎01-01-2012

Re: Poor service since line speed increase

Sorry to hear you've been having issues with your download speeds.

I've tested your line and that's not showing any issues with the connection looking stable and the speeds are what we'd expect for your line.

When you next have issues can you carry out a speedtest here over a wired connection? Once the initial result is completed please click Further Diagnostics. Please type in your phone number and click run diagnostic test. This will run a test and send the results to the server for investigation

 

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
MauriceC
Resting Legend
Posts: 4,085
Thanks: 929
Fixes: 17
Registered: ‎10-04-2007

Re: Poor service since line speed increase

Is it possible to check for a Hot SVLAN issue @MatthewWheeler.   Recent service switchover / upgrade by OR may have created a number of hospots?

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

adamwalker
Plusnet Help Team
Plusnet Help Team
Posts: 16,871
Thanks: 882
Fixes: 221
Registered: ‎27-04-2007

Re: Poor service since line speed increase

@MauriceC Yes, I've just performed a full KBD test and that has a category for "VLAN analysis" nothing is being flagged as an issue to us. 

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
skuzzbag
Dabbler
Posts: 18
Thanks: 1
Registered: ‎09-08-2013

Re: Poor service since line speed increase

Hi,

Things seem OK tonight. I will do the tests and report if it slows again.

Thanks,

Rich.

MasterOfReality
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,640
Fixes: 57
Registered: ‎26-03-2018

Re: Poor service since line speed increase

Thanks for letting us know, @skuzzbag

 

 

I will do the tests and report if it slows again.

Please do, we would be more than happy to take an other look should it be required. 

 

All the best,

MoR

 

*edit -  correction of a spelling mistake. 

skuzzbag
Dabbler
Posts: 18
Thanks: 1
Registered: ‎09-08-2013

Re: Poor service since line speed increase

Hi,

The speed has dropped quite considerably tonight here are the test results from BTW

1. Best Effort Test: -provides background information.

  Download  Speed
  2.29 Mbps
   
0 Mbps 21 Mbps
Max Achievable Speed

 

 Download speedachieved during the test was - 2.29 Mbps
 For your connection, the acceptable range of speeds is 4 Mbps-21 Mbps.
 IP Profile for your line is - 19.25 Mbps


2. Upstream Test: -provides background information.

  Upload Speed
  0.26 Mbps
   
0 Mbps 0.83 Mbps
Max Achievable Speed

 

Upload speed achieved during the test was - 0.26Mbps
 Additional Information:
 Upstream Rate IP profile on your line is - 0.83 Mbps



This test was not conclusive.

 

please close the window using 'Exit' button and contact your ISP for further assistance with these results.

 

 

MatthewWheeler
Plusnet Help Team
Plusnet Help Team
Posts: 8,896
Thanks: 1,506
Fixes: 480
Registered: ‎01-01-2012

Re: Poor service since line speed increase

Sorry to hear the speeds have dropped again.

At this stage I'd recommend raising a fault here so we can investigate this further.

Let us know once you've done this and we'll get this picked up

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
skuzzbag
Dabbler
Posts: 18
Thanks: 1
Registered: ‎09-08-2013

Re: Poor service since line speed increase

Hi, I've raised a fault just now. Speed test was 8.2Mbps this evening.

TheMightyAJ
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 2,511
Fixes: 126
Registered: ‎26-03-2018

Re: Poor service since line speed increase

Hi @skuzzbag,

I've taken a look into this issue today and raised a ticket response via your account. To view this, please click here.

If this post resolved your issue please click the 'This fixed my problem' button
 Alex H
 Plusnet Help Team