plusnet 0.2mbs..engineer visit

I've had PlusNet broadband since 2011...sometimes it goes offline for short periods but overall I've ben pretty happy with the service. However last week I noticed my pc was streaming very sowly..10 minutes to watch a 2 minute YouTube clip etc. etc. carried out a speed check using the u switch and which websites speed tests..I found out that I'm only getting 0.2 on download speeds.
I contacted plusnet via the online helpage(call centre wait was too long, always 60 mins waiting time voice automation informs me).Today it was finally tested after a week of waiting to be told that the problem might be my end and that an engineer visit will be required ,and if the fault is with my set up, connection or equipment I will be charged £60.They did suggest try a new router but seeing as I have only had one they supplied surely t I live in Birmingham , so if anyone has any idea of poor plusnet service and if talk talk is any good ...hope that makes sense and thanks for any advice in advance.hey should supply a test replacement at least!. I am worried that they will charge me this £60 regardless of what they do, as I am not sure as to what they mean exactly. Is it belter to trust PlusNet or would I be better off just switching to a new provider such as talk talk, and get new router and installation anyway?

I think I've straightened out your post, see below with the modified quote. (Do you have a touchscreen by any chance? That often causes my typing to go like yours).

That £60 is part of what Openreach charge Plusnet if the problem is your side of the test socket inside the master socket. Many ISPs pass on the full amount, and all warn you about it beforehand, just to make you aware it can happen.

I don't remember hearing of any Plusnet customers being charged it when the problem is the test socket or further out from them.

You or a neighbour didn't put up lots of flashing Christmas lights at the time this started I hope?

I'm surprised you weren't offered a test router.

In reply to a post by coops555:

I've had PlusNet broadband since 2011...sometimes it goes offline for short periods but overall I've ben pretty happy with the service. However last week I noticed my pc was streaming very sowly..10 minutes to watch a 2 minute YouTube clip etc. etc. carried out a speed check using the u switch and which websites speed tests..I found out that I'm only getting 0.2 on download speeds.
I contacted plusnet via the online helpage(call centre wait was too long, always 60 mins waiting time voice automation informs me).Today it was finally tested after a week of waiting to be told that the problem might be my end and that an engineer visit will be required ,and if the fault is with my set up, connection or equipment I will be charged £60.They did suggest try a new router but seeing as I have only had one they supplied surely they should supply a test replacement at least!. I am worried that they will charge me this £60 regardless of what they do, as I am not sure as to what they mean exactly. Is it belter to trust PlusNet or would I be better off just switching to a new provider such as talk talk, and get new router and installation anyway?

I live in Birmingham , so if anyone has any idea of poor plusnet service and if talk talk is any good ...hope that makes sense and thanks for any advice in advance.

Let's see what you are really getting at the router for starters. Can you post your router stats, with the router connected at the hidden test socket behind the removable faceplate(s)? That will eliminate your own wiring for which the £60 could be charged.

How to get your router line stats

Edited by XRaySpeX (Sun 08-Dec-13 21:24:18)

I just had a shocking few weeks service from plusnet but the last few days everything has calmed down

I have had to ask CS to increase upstream, reduce snrm and drop interleaving and now everything back to normal

att 23
snrm 3
sync 18000

ping is sub 15ms

I am a happy man again !

as for your problems

I suggest trying a different router, test socket from master socket, quiet line test (17070 on phone then option 2) and post up your line stats

keep away from talk talk

no not a touch screen and the quote looks exactly the same lol...no they nevber offered a test router,but did suggest i procure one from somewhere just to check and see if it is the router..

Thanks, i'm trying to get that to work but cant ..page won't load grr probably because of the poor connection

no flashing lights, no idea why seemed to be ok then it just went slow...I'm just concerned that they will try and charge the £60 no matter what they do...Im not well versed in engineer speak,..

they have completed a test.and in the member centre pages i recieved a graph..nice!! makes no sense to me but at the bottom in red it says
"CIDT FAULT - HIGH RESISTANCE IMBALANCE DETECTED"

thats an online test, not an engineer visit test

That's not what I asked you. I asked you to get your router stats. W/out them we are unable to help you properly.

Can you try to use the 'Reply' button on the post you actually want to reply to and not just the last post? It will be clearer and the poster you are replying to will be notified that he has a reply.

In reply to a post by coops555:

no not a touch screen and the quote looks exactly the same lol...no they nevber offered a test router,but did suggest i procure one from somewhere just to check and see if it is the router..

[cough]
You have:-

... surely t I live in Birmingham , so if anyone has any idea of poor plusnet service and if talk talk is any good ...hope that makes sense and thanks for any advice in advance.hey should supply ...

which is what happens to me on a touchscreen if my cuff catches the trackpad.

Does your phone work OK?

yeah phones ok, crackles sometimes tho,always has done even when i first installed about 8 years ago,but that was with sky,currently using the socket that they fitted

sorry about the dodgy replies, new to this forum and dont use many other much..
i click on the link you provided,select router which is a speedtouch 530,then nothing just goes to webpage expired.

Shouldn't do! Here are the instructions for it:

In reference to www.kitz.co.uk/adsl/frogstats.php#42:

Speedtouch 510v4 / 530

Telnet to the router IP address

or click --> http://10.0.0.138

From the menu select
adsl >
info

or is it that http://10.0.0.138 is expired? Do you know the gateway addy of the router like http://192.168.1.254? Try that instead.

Edited by XRaySpeX (Mon 09-Dec-13 15:33:57)

In reply to a post by coops555:

sorry about the dodgy replies, new to this forum and dont use many other much..
i click on the link you provided,select router which is a speedtouch 530,then nothing just goes to webpage expired.

Open Browser and type in http://10.0.0.138
User name and password normally just press return
Menu
ADSL
Info

The information required should be in info
User Manual Link

http://www.telekom.sk/swift_data/source/ImgCont/zaka...

Edited by flippery (Mon 09-Dec-13 15:52:41)

So a test has been run to the router rather than to the telephone socket. A CIDT fail implies that there is a high resistance fault on the telephone line. This in turn will cause intermittent noise and or slow broadband speeds.

You do need to be testing to the 'hidden' test socket on the NTE as described in other posts.

So the phone is NOT OK. Those crackles are likely to upset the broadband.

A simple way of determining if you have a line problem is to do a quiet line test.

Power off your router/modem
On your phone dial 17070, option 2 and listen to the quietness (or lack of)
do you hear any noise?
while listening to the quietness, power on the modem router
do you hear any noise?

If you hear noise call your voice line provider and ask for your line to be checked and fixed as it is noisy.

Once your line is proved to be clean then you can worry about fixing the broadband use of the line.

Following this process fixed a broadband problem similar to yours without involving the ISP.