Slowdown (to not quite snails pace)

I've been having problems since the weekend sometime with slow connection. I had a browse on here and noticed a few others mentioning it.

I'm on the Fibre 80/20 and it has been consistently reliable at around 60/16, which gives me 35/12 at the far end of the house on my pc which is connected through powerline homeplug thingies.

Since the weekend, the pc is testing at 1.5/8 and pings have gone from mid teens to high 30's.

I've rebooted both the router and fibre modem, to no avail.

Plugged laptop directly into the bt modem and the Wholesale checker reported 8.77Mbps down and 0.01Mbps up. Oddly says my IP profile is set at 28.48/20. I had been getting around 60 since my initial install had calmed itself down.

Anyone shed any light?? Just done the thinkbb speed check with laptop directly into BT modem and got 27.4 down and 9.85 up, with ping of 50. So maybe fault has resolved, and now being restricted by profile.

Arrrrgggghhhh and everything had been so lovely and pink and fluffy since fibre installed in Sept last year.

With those "IP Profile" numbers, it has to be worth raising a fault.

http://faults.plus.net/

The IP Profile reported by the BT Wholesale speed test is set by the connection speed, not the other way round, and adjusts immediately your modem connects to the cabinet.

You seem to have some sort of fault I'm afraid. If you dial 17070 and take option 2,(preferably using a corded phone), is it noisy are silent? If there's no noise we need to think again. if there is noise then carefully remove the new faceplate the engineer installed and try a phone into the test socket. Note that both the lower part and the part with the VDSL socket need to be removed to get to the test socket.

Hi there,

It's certainly worth your raising a fault as something has changed causing slower speeds.

If you complete the fault troubleshooter we'll investigate to see what's going on.

Regards,

Thanks for the replies. I've raised a fault "question", so will wait and see.
"The next action on your Contact Us Ticket is due on Friday 14th June at 11:00am" hmmmm not the greatest response I was hoping for.
Guess I'll sit tight and wait. (impatiently)

Cheers All

Still waiting. Anyone know how long a fault takes to even respond to?
I wouldn't even mind a "yes it's a fault and we're looking at it". But so far it implies that no one has even glanced at it yet.

Did you complete the Fault troubleshooter as requested earlier?

But from your previous post: "The next action on your Contact Us Ticket is due on Friday 14th June at 11:00am", which it isn't, yet.

Yep. And had nothing back yet.
I know the reply says 14th. But it's an autoreply. I thought a fault might be prioritised better than no action for 4 days, and only then will it be looked at.

In reply to a post by TractorBoy:

Yep. And had nothing back yet.
I know the reply says 14th. But it's an autoreply. I thought a fault might be prioritised better than no action for 4 days, and only then will it be looked at.

Sorry, that's two days, not 4. I think it's to enable the output from the troubleshooter to be looked at.

Do you have the ticket reference and I'll take a look?

See reply from Chris Purvey, sent to me in error, PM him the ticket number.

Well, I had a BT engineer out on Saturday morning, who found faults in both the connection at the pole, and also in the cabinet. He fixed both of them, reset my connection, got a connection speed of 76meg, which then plummeted to 20. He said he would report back as still in fault.
Spoke to Plusnet CS yesterday as I hadn't heard anything, and BT have passed it back to them as closed.

So, it was batted back to BT as unresolved fault, and I now have to wait. Again.
IP profile speed has actually gone down since the BT Engineer "fixed" my faults.

Thanks to Chris for pushing the fault along last week. But seems to have ground to a halt at BTs feet now.

Is there a way that a customer of Plusnet can chase BT for action? Or does that have to be done by the isp?

Has to be done by your ISP .

Hi Tractorboy,

I've just chased this for you and been told an engineer is actually out and working on the line right now - hope they get things sorted for you. There should be some notes available following the visit, as soon as we have those we'll update you further.

In reply to a post by orbrey:

Hi Tractorboy,

I've just chased this for you and been told an engineer is actually out and working on the line right now - hope they get things sorted for you. There should be some notes available following the visit, as soon as we have those we'll update you further.

Thanks for the nudge. Nothing new has appeared on the question ID as of 18:45, but I know BT don't always work at the same speed as the rest of the world. I'll sit tight and wait for an update.

Cheers again for the assistance.

Hi there,

Looks like they've booked an appointment in for tomorrow morning (!) - hope that's alright, will someone be in? Please advise if not (and give some alternative dates, if that's the case) and I'll get it rebooked for you.

I had an engineer visit last Saturday morning. It's not that one showing is it?

Tomorrow morning (Saturday) would be fine. I'm surprised there's nothing on my open fault ticket though. Or even a phonecall from CS.

I ran the BT Wholesale speedtest last night, with laptop directly into BT modem. 8meg down, and 0.01meg up!
IP Profile has dropped yet again, down to 27meg.
Seems like my fibre is dying a slow death, fading bit by bit each day. I wonder if I should order a wreath...

Engineer visit this morning. BT IP Profile now sitting steady at 76/20 which I'm happy with.

Still not getting anywhere near those speeds though, so I have to assume that PN are now the issue.

On Member centre, it still says my line speed is 29 meg. Does this update itself or is it not a "live" speed report?

Hi TractorBoy...

If you disconnect the router using the web interface (NOT the Openreach modem) from Plusnet and reconnect it *should* update your Plusnet profile... that certainly happened on my line. Failing that then try to give them a call.

Thanks
Tim

Just given them a call and finally all sorted. Profile needed manually resetting to 78 meg.

Oddly after 5 BT engineer visits they've changed so much kit and reconnected so many joints that they have no idea where the fault was. They suspect it was a faulty faceplate on the master socket. But that was changed on the 2nd engineer visit last Saturday. Ahh well, I don't care what it was, just pleased its fixed. Hopefully it doesn't come back.

Big thanks for all the advice on here. Especially big thank you to the Plusnet staff on here for keeping it pushed along and helping.

Cheers
Stu

Having a similar issue. Just raised a ticket. Line reports a fault.