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Standard User fourtytwo1
(newbie) Wed 03-Dec-14 15:04:44
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Plusnet, Beware poor support!!


[link to this post]
 
I have been struggling on an over 3kms line for many years, periodically I have tried to get some support from Plusnet usually without success, the answer I get is "what do you expect".
My downlink synchspeed has been below 1500kbps for a long time.
I decided to take matters into my own hands and invested in a new router (W8960) this at least stopped dropouts (I think the old router just got to hot) but still the speed was not great, moving to the master socket didnt do much good either but I realised some of the cabling had been installed by non-bt as there were split pairs in the master socket wiring!! fixing this and a long run of drop cable alongside the power feed to the house raised the synch speed to 2000kbps but it would not rise above this despite and snr of >10db.
I called Plusnet again and in deperation wrote to them but still the same bad attitude "what do you expect"!! one day i was on there user site and a box popped up offering chat, well I thought anything goes so explained all to the support person, hmmm mom while i look he said, well he came back with the astonishing news there was a 2mbps cap on my line, why is it there he asked!!
Needless to say cap removed and rate immediatly shot up to over 3500kbps!!
BUT today i noticed my uplink had dropped from 960 to 440kbps despite the snr being >19db
Ho I thought, i will try those nice people on the online chat again......... conversation
them, "what do you expect"
me, can you fix it ?
them, we can put back the cap or force your downlink target snr up to reduce its speed
me, if the cap goes back on i will leave plusnet
them, ok if you want to leave do so

hahaha so one day you get the one decent support guy, the next you are back with the usual absolute rubbish!! and this is a company that claims award winning support!!

so think twice about plusnet although they may not be the worst, god help us if they are supposed to be the best.............
Standard User jelv
(knowledge is power) Wed 03-Dec-14 15:35:14
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Re: Plusnet, Beware poor support!!


[re: fourtytwo1] [link to this post]
 
Have you been switched to 21CN (ADSL2 or ADSL2+) from ADSL1?

jelv

Plusnet user since November 2001 - not sure for how much longer
Standard User celad2001
(learned) Wed 03-Dec-14 15:54:25
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Re: Plusnet, Beware poor support!!


[re: fourtytwo1] [link to this post]
 
pah..

"we used to live in a cardboard box in the road...."

you certainly will not want to move to TT then if you think that's bad service


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Administrator MrSaffron
(staff) Wed 03-Dec-14 16:54:03
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Re: Plusnet, Beware poor support!!


[re: fourtytwo1] [link to this post]
 
What was the upload speed before the downstream speed increased.

A simple copy/paste of the router stats or a link to the results from http://www.coolwebhome.co.uk/calc will help people to judge if you are getting every ounce of speed from the line.

The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User Apprentice
(knowledge is power) Wed 03-Dec-14 17:01:22
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Re: Plusnet, Beware poor support!!


[re: fourtytwo1] [link to this post]
 
Post the router line stats they could shed some light regarding the connection:

http://www.kitz.co.uk/adsl/frogstats.php

You say you used the master socket if it was the newer type (NTE5) did you try the TEST socket within it too?

http://www.plus.net/support/broadband/master-socket-...

plusnet user
Standard User XRaySpeX
(eat-sleep-adslguide) Wed 03-Dec-14 18:11:51
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Re: Plusnet, Beware poor support!!


[re: fourtytwo1] [link to this post]
 
In reply to a post by fourtytwo1:
despite and snr of >10db.
...
despite the snr being >19db
You are looking at it the wrong way. You don't want the SNRM higher than some figure; you want it lower, usually about 6dB both Down & Up.

The higher the SNRM the slower you go.

Full router stats at all times are the key to discussing your issues.

1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC
Standard User fourtytwo1
(newbie) Wed 03-Dec-14 18:40:42
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Re: Plusnet, Beware poor support!!


[re: fourtytwo1] [link to this post]
 
Thank you for all your comments, first I apologise for no stats, here they are
Stats recorded 03 Dec 2014 18:36:57

DSLAM/MSAN type: IFTN:0x827a / v0x827a
Modem/router firmware: AnnexA version - A2pB025c1.d21j2
DSL mode: ADSL2+
Status: Showtime
Uptime: 22 hours 50 min 11 sec
Resyncs: 0 (since 03 Dec 2014 11:08:25)

Downstream Upstream
Line attenuation (dB): 52.5 30.4
Signal attenuation (dB): Not monitored
Connection speed (kbps): 3589 446
SNR margin (dB): 9.2 18.5
Power (dBm): 0.0 12.8
Interleave depth: 16 8
INP: 1.05 2.17

RSCorr/RS (%): 0.0051 0.0000
RSUnCorr/RS (%): 0.0001 0.0000
ES/hour: 0.75 0

Ohh dear I cannot see the other questions from here so will answer after I write them down smile
Standard User fourtytwo1
(newbie) Wed 03-Dec-14 18:43:28
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Re: Plusnet, Beware poor support!!


[re: jelv] [link to this post]
 
not that i am aware of although the exchange became fibre enabled a while ago but NOT YET for FTTC!!
I myself switched off ADSL2+ in the router a while ago.
Standard User fourtytwo1
(newbie) Wed 03-Dec-14 18:44:26
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Re: Plusnet, Beware poor support!!


[re: MrSaffron] [link to this post]
 
960Kbps rock solid at ~6db snr
Standard User fourtytwo1
(newbie) Wed 03-Dec-14 18:48:21
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Re: Plusnet, Beware poor support!!


[re: XRaySpeX] [link to this post]
 
sorry those are the actual measured snr's not targets.
It appears since the reset the downlink tsnr has changed from 6 to 9db maybe as expected
i am aware that if the target snr is increased the line rate will reduce on a resynch
thats precicely why i refused plusnets offer to increase it further
sorry i think maybe snrm and target snr is the same thing ?
not sure why these posts dont appear in the correct place, confused newbie smile
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