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Standard User abhijack
(regular) Mon 14-Jan-13 19:14:29
Print Post

Pathetic speeds on my Plusnet fibre...


[link to this post]
 
Hurray..Got connected at last...

But not happy with the speed I see... Estimated speeds at time of order : Download - 34 mbps and upload - 6mbps.

Have posted in PN forum but posting here as well to get advice of the many experts here..


Stats from PN member centre:


Estimated line speed :34 Mbps
Current line speed :78 Mbps

Speed I get on speedtest sites:

Download speed; 17 Mbps
Upload speed; 1.36 Mbps

---------------------------------------------------------

So I did a btwholesale diagnostics and here goes the results...


BT wholesale speedtester results:


Download speed :14.34 Mbps
Upload speed: 1.33
Ping Latency: 41.63

Further diagnostics:

1. Best Effort Test: -provides background information.

Download speedachieved during the test was - 14.34 Mbps
For your connection, the acceptable range of speeds is 16 Mbps-0 Mbps.
IP Profile for your line is - 14.73 Mbps


2. Upstream Test: -provides background information.

Upload speed achieved during the test was - 1.33Mbps
Additional Information:
Upstream Rate IP profile on your line is - 20 Mbps

--------------------------------------------------------------------

From Plusnet : Highspeed broadband



Telephone number:
01226xxxxxx
Phone exchange:
BARNSLEY
Estimated line speed:
34Mb (Accurate to within +/- 1Mbit) - Checked on 2012-12-19 14:01:13
Current line speed:
78 Mb



What engineer said from his handheld device test at master socket:


can get upto 128 mbps.
but as package is upto 80 i should be getting about 78 mbps..

Guys plz advice me on what to do about this?
Standard User shalom2005
(member) Mon 14-Jan-13 19:26:04
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: abhijack] [link to this post]
 
Hi

Your install has been a real nightmare! Did you raise a ticket with Plusnet? You'll need to follow their guidance as it's going to be either their end or yours (which would, I reckon result in a 3rd visit by OR) frown

Not a happy story. I hope it sorts itself out. Perhaps it will settle down overnight.

Best Regards

Steven, Chigwell, Essex
My Broadband Speed Test
Standard User abhijack
(regular) Mon 14-Jan-13 19:37:36
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: shalom2005] [link to this post]
 
When I phoned a rep a while ago to get the router set up he kinda fobbed me off [well at;east i felt so] by saying it takes 10 days blah blah...

but it cant be such way off estimate right...will wait overnight and if things stay horrible i will use the PN community as I feel they are more helpful than the telephone guys...


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Standard User bluefish2303
(committed) Mon 14-Jan-13 19:57:44
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Re: Pathetic speeds on my Plusnet fibre...


[re: abhijack] [link to this post]
 
Hi abhijack, were your speed tests done wirelessly or using the supplied cable?

My speed tests done wirelessly show an approx 14Mbps drop on the download although the upload is usually not far off the hard-wire mark.

Those figures of yours seem more like ADSL than Fibre??

bluefish on plusnet
Technicolor 582n
My Broadband Speed Test
Standard User nuke_me
(committed) Mon 14-Jan-13 20:01:43
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Re: Pathetic speeds on my Plusnet fibre...


[re: abhijack] [link to this post]
 
abhijack just wondering where is the BT fiber cabinet is it close to your house/flat? very odd why your getting slow speeds.
I'm thinking of moving onto fiber myself, i'm on eclipse at the moment and they have nothing in there packages that comes close to 80/20 at plusnet prices, they say something is coming but i'm getting very bored of waiting.

eclipse internet
Standard User abhijack
(regular) Mon 14-Jan-13 20:09:19
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: bluefish2303] [link to this post]
 
The results are from wired connection.
Standard User abhijack
(regular) Mon 14-Jan-13 20:10:07
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: nuke_me] [link to this post]
 
the cabinet is 200 m from my house according to the engineer..
Standard User bluefish2303
(committed) Mon 14-Jan-13 20:19:16
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: abhijack] [link to this post]
 
OK have you tried this on the plusnet website? (assumes you have logged in hence https).

Scratch that, I see you already tried over on the Community pages...

bluefish on plusnet
Technicolor 582n
My Broadband Speed Test

Edited by bluefish2303 (Mon 14-Jan-13 20:21:27)

Standard User RobertoS
(sensei) Mon 14-Jan-13 20:50:12
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: abhijack] [link to this post]
 
There have been quite a few reports on these forums of low throughput in the first few hours. Independent of which ISP it is. I'd see how things are in the morning.

My broadband basic info/help site - www.robertos.me.uk | Domains,website and mail hosting - Tsohost.
Connection - Plusnet UnLim Fibre (FTTC). Sync ~ 54.0/14.9Mbps @ 600m. - BQM

"Where talent is a dwarf, self-esteem is a giant." - Jean-Antoine Petit-Senn.
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Allergy information: This post was manufactured in an environment where nuts are present. It may include traces of understatement, litotes and humour.
Standard User RobertoS
(sensei) Mon 14-Jan-13 20:53:25
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: abhijack] [link to this post]
 
Please run a BT Performance test then run the diagnostics from the button at the bottom of the results page. Paste the full contents of the downstream results box. Ignore the graphics.

My broadband basic info/help site - www.robertos.me.uk | Domains,website and mail hosting - Tsohost.
Connection - Plusnet UnLim Fibre (FTTC). Sync ~ 54.0/14.9Mbps @ 600m. - BQM

"Where talent is a dwarf, self-esteem is a giant." - Jean-Antoine Petit-Senn.
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Allergy information: This post was manufactured in an environment where nuts are present. It may include traces of understatement, litotes and humour.

Edited by RobertoS (Mon 14-Jan-13 20:54:20)

Standard User Oldjim
(fountain of knowledge) Mon 14-Jan-13 21:30:40
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: RobertoS] [link to this post]
 
See the thread here http://community.plus.net/forum/index.php/topic,1108... where we have covered most of the bases
Standard User RobertoS
(sensei) Mon 14-Jan-13 21:59:10
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: Oldjim] [link to this post]
 
smile
I haven't quite got used to cross-site cross-posting smile.

I assume, (not having followed it), that the post your link there goes to for direct computer > modem instructions does cover setting up the Windows > net connection? It reads as though he might not have done that.

My broadband basic info/help site - www.robertos.me.uk | Domains,website and mail hosting - Tsohost.
Connection - Plusnet UnLim Fibre (FTTC). Sync ~ 54.0/14.9Mbps @ 600m. - BQM

"Where talent is a dwarf, self-esteem is a giant." - Jean-Antoine Petit-Senn.
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Allergy information: This post was manufactured in an environment where nuts are present. It may include traces of understatement, litotes and humour.

Edited by RobertoS (Mon 14-Jan-13 21:59:39)

Standard User Oldjim
(fountain of knowledge) Mon 14-Jan-13 22:14:51
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: RobertoS] [link to this post]
 
It does and it doesn't seem to work so my first guess of a dodgy modem might be correct

Edited by Oldjim (Mon 14-Jan-13 22:15:58)

Standard User abhijack
(regular) Mon 14-Jan-13 22:20:07
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: RobertoS] [link to this post]
 
Sorry..I thought of getting help from the 2 excellent forums...

I followed the instructions step by step religiously as per the link Jim kindly gave.

http://community.plus.net/library/broadband/fibre-he...

I am getting error after step 7. i.e no connection made to internet on neither windows 7 or vista...

I am pasting the error on windows 7..

[img width=600 height=337]http://img255.imageshack.us/img255/4526/error1y.jpg[/img]

Sorry its a bit tiny. It says the modem [or other connecting device] has reported an error.. IS it a faulty modem???


I dont have screenshot of error on Vista . But it said

"internet connectivity was unsuccessful"
Standard User abhijack
(regular) Mon 14-Jan-13 22:26:38
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Re: Pathetic speeds on my Plusnet fibre...


[re: Oldjim] [link to this post]
 
hmm.. like i told you on the other site i think the bt chap did the initial test from the master socket..

he told me i could get upto 128 megs. and so i should get upto top end of my package i.e 78 megs..

he also told that the cabinet is about 200 m from my house...
Standard User RobertoS
(sensei) Mon 14-Jan-13 22:34:31
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: abhijack] [link to this post]
 
'Tis OK, I'm following that thread now smile. You seem to be getting A1 advice.

My broadband basic info/help site - www.robertos.me.uk | Domains,website and mail hosting - Tsohost.
Connection - Plusnet UnLim Fibre (FTTC). Sync ~ 54.0/14.9Mbps @ 600m. - BQM

"Where talent is a dwarf, self-esteem is a giant." - Jean-Antoine Petit-Senn.
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Allergy information: This post was manufactured in an environment where nuts are present. It may include traces of understatement, litotes and humour.
Standard User abhijack
(regular) Mon 14-Jan-13 22:39:10
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: RobertoS] [link to this post]
 
Hmm...
Moving to FTTC has been really tough for me...Starting with engineer visit and the technicalities..

Its the first time in life I had to do so much technical stuff/tests within a matter of few hours...

Hope it gets sorted tomorrow...
Standard User BatBoy
(legend) Mon 14-Jan-13 23:01:15
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: abhijack] [link to this post]
 
Do Plusnet support a test username which bypasses their realm, that you can try in the PPPOE dialler?


_____________________________________________________________________________________________ this is not usenet __________________
ISP Representative KellyD
(isp) Mon 14-Jan-13 23:42:20
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: BatBoy] [link to this post]
 
[email protected]_domain with anything in the password, I believe. Try that!

Kelly Dorset
Plusnet
Service Status :: RSS :: Email
The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
Standard User RobertoS
(sensei) Tue 15-Jan-13 00:07:48
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: BatBoy] [link to this post]
 
In reply to a post by BatBoy:
Do Plusnet support a test username which bypasses their realm, that you can try in the PPPOE dialler?
It's not an ISP facility, it's BT Wholesale. There are two, one for ADSLx and one for fibre, but I'm not sure what the two are. An ISP rep or an OR engineer posted the difference a few months back.

As I remember it there are three levels.

Test 1 is the normal test.
Test 2 is (I grant you this), optional for the ISP to route differently within its own network. (There's a SIN or similar somewhere).
Test 3 doesn't get routed to the ISP's routers at all. (Covered in the same document as referred to in the previous line).

My broadband basic info/help site - www.robertos.me.uk | Domains,website and mail hosting - Tsohost.
Connection - Plusnet UnLim Fibre (FTTC). Sync ~ 54.0/14.9Mbps @ 600m. - BQM

"Where talent is a dwarf, self-esteem is a giant." - Jean-Antoine Petit-Senn.
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Allergy information: This post was manufactured in an environment where nuts are present. It may include traces of understatement, litotes and humour.
Standard User ggremlin
(committed) Tue 15-Jan-13 00:50:49
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: BatBoy] [link to this post]
 
Do Plusnet support a test username which bypasses their realm

often a good test, however, in this case the profile of the line is down at 14Mb
Standard User BatBoy
(legend) Tue 15-Jan-13 00:55:38
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: ggremlin] [link to this post]
 
For DLM to intervene on the first day means that severe instability was detected.


_____________________________________________________________________________________________ this is not usenet __________________
Standard User Chrysalis
(eat-sleep-adslguide) Tue 15-Jan-13 08:40:59
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: RobertoS] [link to this post]
 
this is interesting, as me on BT infinity has also seen which in my vview is unacceptable speeds, sub 30mbit/sec on a 71mbit sync.

Angry with my isp obviously but in reality I have no way of knowing if its the 21cn network (which then affect all BTw isps) or BT retail, so if plusnet is also affected it could be the WBC side of things.

Although for me it all started when I changed my BT phone package 3 nights ago, so if plusnet hasnt had the same issue the past few nights I am not convinced its the 21cn side.

BT Infinity 2 Since Dec 2012 - Estimate 65.9/20 - Attainable peak 110/36 - Current Sync 71/20
Standard User Chrysalis
(eat-sleep-adslguide) Tue 15-Jan-13 08:46:55
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: RobertoS] [link to this post]
 
on his first post it says this.

"IP Profile for your line is - 14.73 Mbps"

whatever he does until that ip profile changes he wont get above that speed.

so either he has a low sync or a stuck profile. I would think toggling the ppp would unstick the profile if its stuck.

Also the estimated speed is very low for a 200m distance, there is a reason the estimate was under 40mbit.

BT Infinity 2 Since Dec 2012 - Estimate 65.9/20 - Attainable peak 110/36 - Current Sync 71/20

Edited by Chrysalis (Tue 15-Jan-13 08:48:02)

ISP Representative chrispurvey
(isp) Tue 15-Jan-13 11:23:19
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: Chrysalis] [link to this post]
 
Hi abhijack,

I've had a look over your connection and your sync speed is currently at 15Mb/s. If possible could you perform 2 more speed tests at http://speedtest.btwholesale.com and run further diagnostics on one of them once the test has completed?

Let me know when you've managed to do that, if you're unsure on anything please let me know.

Chris

Chris Purvey
Plusnet Support Team
Service Status :: RSS :: Email
The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
Standard User abhijack
(regular) Tue 15-Jan-13 13:29:28
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: chrispurvey] [link to this post]
 
Thanks chris..
Have done those tests and posted results on my PN thread.

http://community.plus.net/forum/index.php/topic,1108...

Plusnet Unlimited fibre from 14.01.13

Current line speed : 78 Mb [on14.01.13]
Current line speed : 14.7 Mb [on15.01.13]

Estimated line speed : 34 Mb

What I get now: 14 Mb
Standard User abhijack
(regular) Tue 15-Jan-13 13:44:49
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: abhijack] [link to this post]
 
Anyway I hope PN will resolve my speed issue soon...

By the way I am most puzzled about these numbers:

1. Engineer does a test and tells me I will get upto maximum package allowance - 78 Mb

2a. Current line speed on PN member page as on install date i.e 14/1/13 - 78 Mb [i assume now this is based on the engineer test as the value matches]
2b. Current line speed on PN member page as of today i.e 15/1/13 - 14.7 Mb

3. Estimated speed on the date of order i.e 19.12.12 - 34 Mb

4 IP profile : less than 15 Mb

5. sync speed: apparently 15 Mb...

Engineer did the test at master socket. So if the high speed result he got is correct is it a fault with the modem or the data extension kit [about 5 m long] he installed for me?

Hope I get atleast the estimated speed..

Plusnet Unlimited fibre from 14.01.13

Current line speed : 78 Mb [on 14.01.13]
Current line speed : 14.7 Mb [on 15.01.13]

Estimated line speed : 34 Mb

What I get now: 14 Mb

Edited by abhijack (Tue 15-Jan-13 13:45:47)

Standard User kasg
(experienced) Tue 15-Jan-13 14:22:00
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: abhijack] [link to this post]
 
In reply to a post by abhijack:
2a. Current line speed on PN member page as on install date i.e 14/1/13 - 78 Mb [i assume now this is based on the engineer test as the value matches]
2b. Current line speed on PN member page as of today i.e 15/1/13 - 14.7 Mb

This bit is easy to explain - Plusnet would have initially set it to 78Mb, which is the highest figure available for FTTC, nothing to do directly with the engineer's test. Subsequently, when Plusnet receives a "delta report" from BT based on the IP profile, the Plusnet speed is updated to match that. Once your problem is sorted out, which I sincerely hope it will be, the IP profile will increase and the Plusnet value should increase to match it shortly afterwards.

P.S. I also don't understand why your estimate is so low if you are only 200m from the cabinet.

Kevin

plusnet Unlimited Fibre
Using OpenDNS
Domains and web hosting with TSOHOST

Edited by kasg (Tue 15-Jan-13 14:24:14)

Standard User abhijack
(regular) Tue 15-Jan-13 15:32:00
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: kasg] [link to this post]
 
I am hoping so too...
I dont want to feel silly for paying for a 76 meg package when I get only 14 meg out of an estimated 34 meg..

I am not great with distances kev unless i literally measure it.. the engineer told me the cabinet is around 200 m from my house...

Plusnet Unlimited fibre from 14.01.13

Current line speed : 78 Mb [on 14.01.13]
Current line speed : 14.7 Mb [on 15.01.13]

Estimated line speed : 34 Mb

What I get now: 14 Mb

Edited by abhijack (Tue 15-Jan-13 15:33:13)

Standard User kasg
(experienced) Tue 15-Jan-13 15:37:19
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: abhijack] [link to this post]
 
In reply to a post by abhijack:
I am not great with distances kev unless i literally measure it.. the engineer told me the cabinet is around 200 m from my house...

His measurements would seem to support that (or a shorter distance) as well.

Kevin

plusnet Unlimited Fibre
Using OpenDNS
Domains and web hosting with TSOHOST
Standard User BatBoy
(legend) Tue 15-Jan-13 15:43:15
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: abhijack] [link to this post]
 
Have you tried the modem in the master socket instead of the data extension?


_____________________________________________________________________________________________ this is not usenet __________________
Administrator MrSaffron
(staff) Tue 15-Jan-13 15:43:42
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: abhijack] [link to this post]
 
The data extension should just unplug and you can test at the master socket and also still unscrew your faceplate to reveal the test socket, which can help to rule out any other oddities.

Andrew Ferguson, [email protected]
www.thinkbroadband.com - formerly known as ADSLguide.org.uk
The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User abhijack
(regular) Tue 15-Jan-13 15:45:45
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: kasg] [link to this post]
 
I cant understand why the ISPs cant just arrange for an engineer to look at these faults when the speeds are grossly different from what it should be.

Hope to keep my energy levels up to do various tests and make postings on forums...

Unfortunately in my job when something doesnt work as well as it should I have to go out and sort it . Life is not fair to everyone ..Is it?

Plusnet Unlimited fibre from 14.01.13

Current line speed : 78 Mb [on 14.01.13]
Current line speed : 14.7 Mb [on 15.01.13]

Estimated line speed : 34 Mb

What I get now: 14 Mb
Standard User abhijack
(regular) Tue 15-Jan-13 15:47:26
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: BatBoy] [link to this post]
 
Nope..The engineer have wall mounted the modem and the data extension socket in the living room...Master socket is in the hallway about 5 metres away..

So it would be impossible to try that...

Plusnet Unlimited fibre from 14.01.13

Current line speed : 78 Mb [on 14.01.13]
Current line speed : 14.7 Mb [on 15.01.13]

Estimated line speed : 34 Mb

What I get now: 14 Mb

Edited by abhijack (Tue 15-Jan-13 15:48:25)

Standard User kasg
(experienced) Tue 15-Jan-13 15:48:43
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: abhijack] [link to this post]
 
In reply to a post by abhijack:
I cant understand why the ISPs cant just arrange for an engineer to look at these faults when the speeds are grossly different from what it should be.

I'm sure Plusnet will help, it is very early days at the moment. A little patience is needed I think - but you may need some perseverance as well smile

P.S. I don't think the "Current line speed" part of your sig is terribly relevant or helpful, as I explained earlier.

Kevin

plusnet Unlimited Fibre
Using OpenDNS
Domains and web hosting with TSOHOST

Edited by kasg (Tue 15-Jan-13 15:50:56)

Standard User abhijack
(regular) Tue 15-Jan-13 15:50:59
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: kasg] [link to this post]
 
they have been very helpful at the forums...so I am optimistic at the moment...

Plusnet Unlimited fibre from 14.01.13

Current line speed : 78 Mb [on 14.01.13]
Current line speed : 14.7 Mb [on 15.01.13]

Estimated line speed : 34 Mb

What I get now: 14 Mb

Edited by abhijack (Tue 15-Jan-13 15:53:33)

Standard User abhijack
(regular) Tue 15-Jan-13 15:52:55
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: kasg] [link to this post]
 
edited accordingly..thanks...smile

Plusnet Unlimited fibre from 14.01.13

Current line speed : 14.7 Mb

Estimated line speed : 34 Mb


What I get now: 14 Mb
Administrator MrSaffron
(staff) Tue 15-Jan-13 16:15:11
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: abhijack] [link to this post]
 
The wall mounts should generally lift off i.e. two screws in the wall, and the modem hangs off them.

Andrew Ferguson, [email protected]
www.thinkbroadband.com - formerly known as ADSLguide.org.uk
The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User BatBoy
(legend) Tue 15-Jan-13 16:44:33
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: abhijack] [link to this post]
 
In reply to a post by abhijack:
Nope..The engineer have wall mounted the modem and the data extension socket in the living room...Master socket is in the hallway about 5 metres away..

So it would be impossible to try that...
Pity. You'll have to await an engineer visit then.


_____________________________________________________________________________________________ this is not usenet __________________
ISP Representative chrispurvey
(isp) Tue 15-Jan-13 17:17:02
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: BatBoy] [link to this post]
 
Thanks for doing those checks, we're currently investigating the cause and will be in-touch soon with an update.

Chris Purvey
Plusnet Support Team
Service Status :: RSS :: Email
The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
Standard User abhijack
(regular) Tue 15-Jan-13 17:40:26
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: chrispurvey] [link to this post]
 
Have done part 3 of the BTW perfomance test as well .

Test Results:


1. Best Effort Test:


Download speed : 14.09
IP profile: 14.87

2. Upstream test :


Upload speed : 0
IP profile : 20

Your service was found to be performing poorly.

Please raise a fault with your service provider, stating that the BT performance tester tool indicates poor service throughput performance after the third test.

Plusnet Unlimited fibre from 14.01.13

Current line speed : 14.7 Mb

Estimated line speed : 34 Mb


What I get now: 14 Mb
Standard User abhijack
(regular) Wed 16-Jan-13 08:35:29
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: abhijack] [link to this post]
 
My observations about the connection so far: Day 3 on FTTC

thumbs up:

1.download speed has been stable [sorry i hope i dont jinx it..] at 14 Mb +/- 0.5
2. wireless gives almost same speed as wired...

thumbs down:

1. speed is still less than 50% of the estimated speed at time of order [34 Mb] and less than 20% of the speed [78 Mb] which engineer said i could get based on his test from master socket.

Plusnet Unlimited fibre from 14.01.13

Current line speed : 14.7 Mb

Estimated line speed : 34 Mb


What I get now: 14 Mb
Standard User Chrysalis
(eat-sleep-adslguide) Wed 16-Jan-13 09:04:46
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: abhijack] [link to this post]
 
is it really that hard to test from master socket?

BT Infinity 2 Since Dec 2012 - Estimate 65.9/20 - Attainable peak 110/36 - Current Sync 71/20
Standard User BatBoy
(legend) Wed 16-Jan-13 09:23:33
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: Chrysalis] [link to this post]
 
I'm surprised the engineer didn't repeat the test from the data extension to make sure it worked.


_____________________________________________________________________________________________ this is not usenet __________________
Standard User BatBoy
(legend) Wed 16-Jan-13 09:27:30
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: abhijack] [link to this post]
 
Oo, there's a thought. Perhaps there's only one wire connected.

Can you try a phone in the data extension and see if it works?


_____________________________________________________________________________________________ this is not usenet __________________
ISP Representative thatadamwalker
(isp) Wed 16-Jan-13 09:46:43
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: abhijack] [link to this post]
 
Hi abhijack,

Sorry to see you're still having some issues. I've flagged your latest reply to Chris (Purvey) who will reply to your thread on our community site:

http://community.plus.net/forum/index.php/topic,1108...

Adam

Adam Walker
Plusnet Support Team
Service Status :: RSS :: Email
The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
Standard User abhijack
(regular) Wed 16-Jan-13 10:11:10
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: thatadamwalker] [link to this post]
 
In reply to a post by Chrysalis:
is it really that hard to test from master socket?

Well it is, as the BT modem is wall mounted by the engineer about 5 metres away from master socket.

In reply to a post by BatBoy:
Oo, there's a thought. Perhaps there's only one wire connected.

Can you try a phone in the data extension and see if it works?

will try that when i get home ...

In reply to a post by BatBoy:
I'm surprised the engineer didn't repeat the test from the data extension to make sure it worked.

I am surprised too that he didnt think of that...

But to be fair he waited there for a while when my PC was trying to connect to the router.. The 'finishing set up' process went on forever and couldnt access the internet even after 2 cups of coffe/20 mins.

I rang the PN tech support who advised that it may take time in some cases and hence need to wait for upto 24 hours. The engineer spoke to the tech guy from PN as well. And of course the engineer couldnt wait till an unlimited time.

After 4 hours I rang customercare as it was not connecting still. The helpful guy this time suggested advanced router setup and it started working soon after that..

Had the tech support guy, I spoke to when engineer was there, given me right instructions the engineer could have seen the slow speed which is less than 20% of what he told me . I think he would have done a test from data extension kit atleast then...

In reply to a post by thatadamwalker:
Hi abhijack,

Sorry to see you're still having some issues. I've flagged your latest reply to Chris (Purvey) who will reply to your thread on our community site:

http://community.plus.net/forum/index.php/topic,1108...

Adam

Thanks Adam...I am thankful that Chris is trying hard. Hope the tech guys / engineers sort it soon.

Plusnet Unlimited fibre from 14.01.13

Current line speed : 14.7 Mb

Estimated line speed : 34 Mb


What I get now: 14 Mb
Standard User BatBoy
(legend) Wed 16-Jan-13 10:55:26
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Re: Pathetic speeds on my Plusnet fibre...


[re: abhijack] [link to this post]
 
It seems this automated Plusnet setup is too clever for it's own good. Unlucky.
My neighbour often has trouble with it.


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ISP Representative chrisparr
(isp) Wed 16-Jan-13 11:48:07
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Re: Pathetic speeds on my Plusnet fibre...


[re: BatBoy] [link to this post]
 
My neighbour often has trouble with it.


I'm intrigued by this as they should really only need to use to once?

Chris Parr
Plusnet Support Team
Service Status :: RSS :: Email
The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
Standard User BatBoy
(legend) Wed 16-Jan-13 11:55:57
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Re: Pathetic speeds on my Plusnet fibre...


[re: chrisparr] [link to this post]
 
So is my neighbour. It pops up with the TR069 details which requires the router to be powered off and on. But that's a diversion.

More importantly is why it can take 24 hours to configure which the engineer is unable to wait for. Shouldn't the router be pre-configured to work right away when it's plugged in?


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ISP Representative chrisparr
(isp) Wed 16-Jan-13 11:59:04
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Re: Pathetic speeds on my Plusnet fibre...


[re: BatBoy] [link to this post]
 
Assuming the account is active on our systems, the router should connect within 10-15 minutes. From the very brief look I've had, the problem may have been due to the original router not arriving early so we sent another (the agent did it incorrectly too) which meant that when the original router did turn up, the serial number on the account related to the new router.

Chris Parr
Plusnet Support Team
Service Status :: RSS :: Email
The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
Standard User RobertoS
(sensei) Wed 16-Jan-13 12:13:03
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Re: Pathetic speeds on my Plusnet fibre...


[re: chrisparr] [link to this post]
 
Chris - any chance you could look at this thread please?

My broadband basic info/help site - www.robertos.me.uk | Domains,website and mail hosting - Tsohost.
Connection - Plusnet UnLim Fibre (FTTC). Sync ~ 54.0/14.9Mbps @ 600m. - BQM

"Where talent is a dwarf, self-esteem is a giant." - Jean-Antoine Petit-Senn.
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Allergy information: This post was manufactured in an environment where nuts are present. It may include traces of understatement, litotes and humour.
Standard User abhijack
(regular) Wed 16-Jan-13 12:57:10
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Re: Pathetic speeds on my Plusnet fibre...


[re: chrisparr] [link to this post]
 
That could be reason then.
I had phoned sales team re: router not arriving. The router did arrive on the same day and I informed the sales team and they said they will cancel the order for new router which didnt happen it seems.

Anyway no point in thinking of 'should haves' as I see things. Lets look forward to sorting the speeds which I should get...

Thanks Chris for you help. Will wait for your updates regarding further tests your faults team are presumably undertaking at this very moment...Cheers..

Plusnet Unlimited fibre from 14.01.13

Current line speed : 14.7 Mb

Estimated line speed : 34 Mb


What I get now: 14 Mb
Standard User abhijack
(regular) Wed 16-Jan-13 13:08:47
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Re: Pathetic speeds on my Plusnet fibre...


[re: BatBoy] [link to this post]
 
I did those tests using the test login info Chris provided.
Have Chris and posted the results elsewhere..
I am posting it here too as some of you guys have encountered similar results or may in future...


TAP 3 Test Results:

1. Best Effort Test:

Download speed : 14.09
IP profile: 14.87

2. Upstream test :

Upload speed : 0
IP profile : 20

Your service was found to be performing poorly.

Please raise a fault with your service provider, stating that the BT performance tester tool indicates poor service throughput performance after the third test.

http://img201.imageshack.us/img201/8413/pnerror3.jpg

Plusnet Unlimited fibre from 14.01.13

Current line speed : 14.7 Mb

Estimated line speed : 34 Mb


What I get now: 14 Mb

Edited by abhijack (Wed 16-Jan-13 13:10:06)

Standard User Chrysalis
(eat-sleep-adslguide) Wed 16-Jan-13 13:56:21
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: abhijack] [link to this post]
 
In reply to a post by abhijack:
In reply to a post by Chrysalis:
is it really that hard to test from master socket?

Well it is, as the BT modem is wall mounted by the engineer about 5 metres away from master socket.


cant unmount it?

looking at the back of my modem it looks like they slide onto a bracket so it shouldnt be impossible.

BT Infinity 2 Since Dec 2012 - Estimate 65.9/20 - Attainable peak 110/36 - Current Sync 71/20
Standard User kasg
(experienced) Wed 16-Jan-13 15:46:29
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Re: Pathetic speeds on my Plusnet fibre...


[re: Chrysalis] [link to this post]
 
In reply to a post by Chrysalis:
looking at the back of my modem it looks like they slide onto a bracket so it shouldnt be impossible.

Mine just lifts off two screws with no trouble at all.

Kevin

plusnet Unlimited Fibre
Using OpenDNS
Domains and web hosting with TSOHOST
Standard User abhijack
(regular) Wed 16-Jan-13 16:14:14
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Re: Pathetic speeds on my Plusnet fibre...


[re: Chrysalis] [link to this post]
 
have an engineer appointment booked..

i am too anxious to cause any equipment fault by fiddling with it and thereby being charged £60/-. ..so i will leave it as it was set up i think...

Plusnet Unlimited fibre from 14.01.13

Current line speed : 14.7 Mb

Estimated line speed : 34 Mb


What I get now: 14 Mb
Standard User abhijack
(regular) Wed 16-Jan-13 22:24:16
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Re: Pathetic speeds on my Plusnet fibre...


[re: abhijack] [link to this post]
 
Guys can someone gimme an idea what the engineer who comes to diagnose the fault is supposed to do? i.e tests, checks etc..

Just to make sure that they do the relevant checks...
Standard User abhijack
(regular) Thu 17-Jan-13 08:32:36
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Re: Pathetic speeds on my Plusnet fibre...


[re: Chrysalis] [link to this post]
 
Plusnet says my IP profile is set at 15 MB due to low sync speed..

So will there be point in connecting modem to master socket when the profile is 15 Mb...?

Another query:

How does/can the engineer coming to check for faults get around this IP profile thing?
Standard User Oldjim
(fountain of knowledge) Thu 17-Jan-13 09:10:22
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Re: Pathetic speeds on my Plusnet fibre...


[re: abhijack] [link to this post]
 
On 21CN and Fibre the IP profile is increased immediately to match the sync speed
Standard User BatBoy
(legend) Thu 17-Jan-13 09:27:06
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Re: Pathetic speeds on my Plusnet fibre...


[re: abhijack] [link to this post]
 
Where's an unlocked modem when you need one?


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Standard User abhijack
(regular) Thu 17-Jan-13 09:44:38
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Re: Pathetic speeds on my Plusnet fibre...


[re: Oldjim] [link to this post]
 
Please excuse my ignorance.

I assume the engineer will check the sync speed from modem plugged to data extension and modem to master socket.

Can that process detect a higher sync speed [if there is one] inspite of the IP profile being set already?
Standard User Oldjim
(fountain of knowledge) Thu 17-Jan-13 09:48:59
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Re: Pathetic speeds on my Plusnet fibre...


[re: abhijack] [link to this post]
 
Sync speed is what it is - IP profile follows and the only effect is to limit the data transfer speed not the sync speed
Standard User abhijack
(regular) Thu 17-Jan-13 09:57:17
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Re: Pathetic speeds on my Plusnet fibre...


[re: Oldjim] [link to this post]
 
Thanks Jim..

So the now the question to the faults engineer is why the sync speed is less than 50 % [if its so] of estimated speed....Am I correct?

Another interesting point >>> the install engineer said that I could get upto 78 meg based on his test from master socket... If I understand it correctly that refer to sync speed... Right?
Standard User Uilebheist
(legend) Thu 17-Jan-13 10:02:25
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: abhijack] [link to this post]
 
In reply to a post by abhijack:
Another interesting point >>> the install engineer said that I could get upto 78 meg based on his test from master socket... If I understand it correctly that refer to sync speed... Right?

Rereading the OP, the engineer said you could get much higher sync speed than that, but you'd be limited to 78Mb - so I read it as your sync speed would be limited to 80Mbps and therefore the actual transfer speed to 78Mbps.
Which makes even more surprising that the thing can't even get 20Mbps.
Standard User Oldjim
(fountain of knowledge) Thu 17-Jan-13 10:05:35
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Re: Pathetic speeds on my Plusnet fibre...


[re: abhijack] [link to this post]
 
Yes it does - and the thing the engineer has to resolve is why the sync speed using his tester is half that using the modem
Standard User abhijack
(regular) Thu 17-Jan-13 10:21:15
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Re: Pathetic speeds on my Plusnet fibre...


[re: Uilebheist] [link to this post]
 
Thats what the engineer told me based on a test with his handheld device plugged into my master socket.

So in summary :

I was over the moon when the install engineer tells me I could get 78 Mb . I asked engineer why the estimated speed was 34 Mb then to which he answers that could be wrong as its only an estimate .

I asked whether having a data extension for about 5 metres have significant issues with speed to which he replied there wont be.He then sets up the data extension and the modem.. Connects the router to modem.

He couldnt do the test from PC as it took ages for the router to be set up.He didnt do a sync test from the data extension though..

So I believe I should be having a lot higher sync than 15 Mb. And my house is 200 m from the cabinet.. I hope the engineer coming to check for faults will resolve the issue.

Many thanks to the forum as I am more 100% more aware of the BB issues after joining here..

Edited by abhijack (Thu 17-Jan-13 10:23:38)

Standard User Chrysalis
(eat-sleep-adslguide) Thu 17-Jan-13 11:35:05
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Re: Pathetic speeds on my Plusnet fibre...


[re: abhijack] [link to this post]
 
a better solution for the engineers on installs is to use a short cable between socket and modem and then if the user wants their router elsehwere then use a long ethernet cable between router and modem. if the phone socket doesnt allow a modem to be near it eg. lack of power point, then I would get the master socket moved.

BT Infinity 2 Since Dec 2012 - Estimate 65.9/20 - Attainable peak 110/36 - Current Sync 71/20
Standard User abhijack
(regular) Thu 17-Jan-13 11:51:42
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Re: Pathetic speeds on my Plusnet fibre...


[re: Chrysalis] [link to this post]
 
I think you are right.

I went for the more tidier data extension option only because the engineer told there wont be major issues with speed by doing that.

I think I will ask the faults to dispense the data extension and place the modem near master socket. but I hope they have some checks to confirm whether that process will improve speeds.

I do have power point near the master socket and can actually live with the little clutter caused by router and phone in hallway as broadband speed is my biggest priority.
Standard User BatBoy
(legend) Thu 17-Jan-13 11:57:40
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Re: Pathetic speeds on my Plusnet fibre...


[re: Chrysalis] [link to this post]
 
I don't really see the difference between a data extension socket and getting the master socket moved...?


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Standard User kasg
(experienced) Thu 17-Jan-13 13:26:24
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Re: Pathetic speeds on my Plusnet fibre...


[re: BatBoy] [link to this post]
 
In reply to a post by BatBoy:
I don't really see the difference between a data extension socket and getting the master socket moved...?

In terms of cable length there is none. An additional 5m should make no difference anyway, there seems to be a suggestion that there may be some fault with the extension cable or its connection; if so that should be easy to resolve.

Kevin

plusnet Unlimited Fibre
Using OpenDNS
Domains and web hosting with TSOHOST
Standard User BatBoy
(legend) Thu 17-Jan-13 13:40:26
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Re: Pathetic speeds on my Plusnet fibre...


[re: kasg] [link to this post]
 
You mean the suggestion I made?
confused


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Standard User kasg
(experienced) Thu 17-Jan-13 13:41:43
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Re: Pathetic speeds on my Plusnet fibre...


[re: BatBoy] [link to this post]
 
In reply to a post by BatBoy:
You mean the suggestion I made?
confused

Probably - not sure why that merits a confused

Kevin

plusnet Unlimited Fibre
Using OpenDNS
Domains and web hosting with TSOHOST

Edited by kasg (Thu 17-Jan-13 14:03:49)

Standard User Chrysalis
(eat-sleep-adslguide) Thu 17-Jan-13 14:32:02
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: kasg] [link to this post]
 
depends. if the desire is to have the modem and router in another room but that room still has a wall on the outside of the building it can be moved without extra internal cabling length. Just move where the cable enters the building to a different part of the wall that goes into the other room.

Also even if the master socket was moved far into the premises requiring longer cable, wouldnt it be extended twisted cable rather than the flat extension cable used?

BT Infinity 2 Since Dec 2012 - Estimate 65.9/20 - Attainable peak 110/36 - Current Sync 71/20
Standard User kasg
(experienced) Thu 17-Jan-13 14:35:10
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: Chrysalis] [link to this post]
 
In reply to a post by Chrysalis:
Just move where the cable enters the building to a different part of the wall that goes into the other room.

I thought that the chances of that happening, without charge, were pretty small.

Kevin

plusnet Unlimited Fibre
Using OpenDNS
Domains and web hosting with TSOHOST
Standard User abhijack
(regular) Thu 17-Jan-13 14:52:54
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Re: Pathetic speeds on my Plusnet fibre...


[re: Chrysalis] [link to this post]
 
In my case now I dont mind the modem and router in hallway at all if that helps.

I guess the engineer will check connecting the modem directly to master socket ..Right? Anythng else he might do??

Another pessimistic explanation cud be the high sync speed noted by the install engineer was wrong??

But in any case I hope the engineer could explain why I am on such low speeds and whether it can be resolved...
Standard User Chrysalis
(eat-sleep-adslguide) Thu 17-Jan-13 18:21:22
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Re: Pathetic speeds on my Plusnet fibre...


[re: kasg] [link to this post]
 
I think it would be chargeable work yes, which is why when having a line installed I would get it moved at that point.

BT Infinity 2 Since Dec 2012 - Estimate 65.9/20 - Attainable peak 110/36 - Current Sync 71/20
Standard User Chrysalis
(eat-sleep-adslguide) Thu 17-Jan-13 18:23:05
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Re: Pathetic speeds on my Plusnet fibre...


[re: abhijack] [link to this post]
 
well first dont assume he will check everything logical, be prepared to tell him to check sync at both the master socket and the extension if he doesnt do so, if the master socket is much higher then be prepared to get him to fix it as after all that cable was provided as part of your oiginal install.

BT Infinity 2 Since Dec 2012 - Estimate 65.9/20 - Attainable peak 110/36 - Current Sync 71/20
Standard User abhijack
(regular) Fri 18-Jan-13 12:18:58
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Re: Pathetic speeds on my Plusnet fibre...


[re: Chrysalis] [link to this post]
 
In reply to a post by Chrysalis:
be prepared to tell him to check sync at both the master socket and the extension if he doesnt do so, if the master socket is much higher then be prepared to get him to fix it as after all that cable was provided as part of your oiginal install.


will do that mate...
do they check sync by connecting their device to the modem or the socket directly?

any other checks i should make sure that the engineer does?
plz give me suggestions friends...
Standard User Bright
(regular) Fri 18-Jan-13 21:28:09
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Re: Pathetic speeds on my Plusnet fibre...


[re: abhijack] [link to this post]
 
In reply to a post by abhijack:
will do that mate...
do they check sync by connecting their device to the modem or the socket directly?

any other checks i should make sure that the engineer does?
plz give me suggestions friends...

They will connect their tester to the socket directly, so I'd get him to check it in (up to) 3 places:

1. at the current data extension socket. If that's good (eg 70+Mbps, based on your distance from the cabinet) then the problem could be a faulty modem or router. If it's low then...
2. at the master socket. If it's good here but low at the extension socket then there's a problem with the wiring between the two. If it's low here, then...
3. at the test socket behind the master socket faceplate and interstitial VDSL plate. If it's good here but low in the front port of the master socket then it could be some sort of fault in the interstitial VDSL plate or the master socket (unlikely, but could be a dry solder joint). If it's low here then the problem is in the cable between the master socket and the street cabinet.

If he gets a good reading with his tester in the data extension socket then plug the modem back in and wait for the DSL light to come on. I don't know if the BTOR engineer has a tester that he can connect to the LAN1 port of this to check the speed, but I'd be a bit surprised if he doesn't. If he doesn't he should be able to talk to the NMC and get them to look at what speed the modem has sync-ed at.

If you have a Mac, you can plug that into the modem LAN1 port and configure it to bring up the PPPoE connection, then run a speed test right on the back of the modem (which eliminates the router and other kit from being the possible cause). You can probably do the same with a Windows PC but I've never tried.

If the modem has sync-ed at a good speed (70+Mbps) when checked in one of these ways, then the problem must be your router, PC or cables in between.

That's the theory, but of course there are all sorts of weird problems that can make the diagnosis more tricky. Good luck!

--
Robert
ISP: PlusNet Unlimited Fibre
Standard User abhijack
(regular) Fri 18-Jan-13 22:42:59
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Re: Pathetic speeds on my Plusnet fibre...


[re: Bright] [link to this post]
 
Thanks for the detailed reply friend. Sounds very logical. . I hope the engineer is as logical as you ...smile

If not I will prompt him to do those checks.. The engineer visit is due tomorrow AM provided the weather behaves....
Standard User abhijack
(regular) Sat 19-Jan-13 12:24:19
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Re: Pathetic speeds on my Plusnet fibre...


[re: abhijack] [link to this post]
 
Engineer been and gone ..But no improvement in speed as of yet... frown

He tested speed at master and data extension sockets. Was slightly high on the master.

When he did test at data extension socket a possible bridge tap wiring issue popped up. He then changed the wire pair from white & blue to orange & blue. The bridge tap wiring issue then disappeared. He said it was possible looping in the data extension wiring.

He had also replaced the faceplate and modem just in case.

The sync speed slightly went up to just above 17 after the wire pair was changed.

He then rang SMC and confirmed the sync speed. He then asked them to reset the port and was hoping to get higher speeds following that.

Unfortunately the sync speed remained at 17 and a bit and my downstream speed remained as previous 14 Mb..

His final comments:

He suggested that I monitor the speed for next few days as there is chance it will go up when system is updated.

He also said that the worst case scenario maybe that I will get only around 17 Mb inspite of an estimated 34 Mb and only living 200 - 300 m from the cabinet. He couldn't find a reason for that as the tests for wiring, looping, line quality from cabinet to master socket all seemed to be fine. This sound just ridiculous to me and hope the speed go up in the next few days.
Standard User Bright
(regular) Sat 19-Jan-13 14:36:17
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Re: Pathetic speeds on my Plusnet fibre...


[re: abhijack] [link to this post]
 
In reply to a post by abhijack:
He suggested that I monitor the speed for next few days as there is chance it will go up when system is updated.
Translation from BT-Speak: "I don't have any idea what's wrong so I'm going to fob you off and hope someone else gets called out to fix it next time" wink

I noticed you had a slightly high ping time in the result you posted originally (your very first post). I've never found the BTW line test ping times to be very accurate, but worth just confirming.

So you could try running a ping test on:
http://www.pingtest.net/

and report back what results it comes up with for packet loss, ping time and jitter (make sure nothing else is using the internet at the time). It may at least give an indication whether the line is "clean" at its 17Mbps sync speed.

It's a bit puzzling that the original engineer measured the line at the master socket and pronounced it could run at 128Mbps (did he actually measure that speed??) and the latest engineer is measuring 17Mbps at the same point, and presumably with the same test equipment?

Do you know where your serving cabinet is? If so, you could measure the distance using Google maps and a ruler. It won't be 100% accurate but will give an idea. Your current speed is what would be expected at a distance of about 2km on VDSL2!

Robert

Dircon > Zen > Be Unlimited > PlusNet Unlimited Fibre
Standard User BatBoy
(legend) Sat 19-Jan-13 15:04:08
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: abhijack] [link to this post]
 
In reply to a post by abhijack:
He then changed the wire pair from white & blue to orange & blue.
These are pairs?


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Standard User Chrysalis
(eat-sleep-adslguide) Sat 19-Jan-13 17:34:02
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Re: Pathetic speeds on my Plusnet fibre...


[re: Bright] [link to this post]
 
I suspect the 128mbit may well have been a lie or a misreading, the estimate been at under 40mbit would unlikely yield a real world attainable sync at over 120mbit.

which then leaves the real speed been half of the estimated speed, not impossible given the affects of crosstalk without vectoring and possible power cutbacks by BT.

Also the low estimated speed for the distance could be explained by the line not been a direct route. The low estimated speed is probably an indication the actual length is way over 200m.

BT Infinity 2 Since Dec 2012 - Estimate 65.9/20 - Attainable peak 110/36 - Current Sync 71/20

Edited by Chrysalis (Sat 19-Jan-13 17:34:26)

Standard User abhijack
(regular) Sat 19-Jan-13 17:39:23
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: Bright] [link to this post]
 
[IMG]http://www.pingtest.net/result/75810256.png[/IMG]"]

Ping : 16 ms
Jitter : 2 ms
Packet loss : 0%

Your grade: A - An excellent result!! Expect all internet applications to run very well assuming you have sufficient bandwidth.
Standard User abhijack
(regular) Sat 19-Jan-13 17:43:23
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: Bright] [link to this post]
 
In reply to a post by Bright:
In reply to a post by abhijack:
Do you know where your serving cabinet is? If so, you could measure the distance using Google maps and a ruler. It won't be 100% accurate but will give an idea. Your current speed is what would be expected at a distance of about 2km on VDSL2!


it is just under 300 m using that method.
the engineer thought it was about 200 m.

have posted the pingtest results in the above post.
Standard User BatBoy
(legend) Sat 19-Jan-13 17:46:49
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Re: Pathetic speeds on my Plusnet fibre...


[re: abhijack] [link to this post]
 
Does your phone pass a quiet line test?


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Standard User abhijack
(regular) Sat 19-Jan-13 17:55:14
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Re: Pathetic speeds on my Plusnet fibre...


[re: BatBoy] [link to this post]
 
seems quiet to me..
Standard User BatBoy
(legend) Sat 19-Jan-13 17:57:11
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Re: Pathetic speeds on my Plusnet fibre...


[re: abhijack] [link to this post]
 
Do you have the HG612 modem which can be unlocked to reveal line stats?


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Standard User abhijack
(regular) Sat 19-Jan-13 18:13:29
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Re: Pathetic speeds on my Plusnet fibre...


[re: BatBoy] [link to this post]
 
I have the OR suplied modem only.

I think it says ECI telecom on it...
Standard User abhijack
(regular) Sat 19-Jan-13 18:31:22
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Re: Pathetic speeds on my Plusnet fibre...


[re: Chrysalis] [link to this post]
 
In reply to a post by Chrysalis:
which then leaves the real speed been half of the estimated speed, not impossible given the affects of crosstalk without vectoring and possible power cutbacks by BT.

Also the low estimated speed for the distance could be explained by the line not been a direct route. The low estimated speed is probably an indication the actual length is way over 200m.


hmm... surprised that tose issues can halve the speed...

that may be right about the actual length... do they have aluminium and copper cables and if so is there any difference?
Standard User Chrysalis
(eat-sleep-adslguide) Sat 19-Jan-13 19:25:01
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Re: Pathetic speeds on my Plusnet fibre...


[re: abhijack] [link to this post]
 
given the average in "in the field" tests yield a 40% loss of signal with 20 lines enabled in a bundle, 50% is not far fetched.

BT Infinity 2 Since Dec 2012 - Estimate 65.9/20 - Attainable peak 110/36 - Current Sync 71/20
Standard User abhijack
(regular) Mon 21-Jan-13 11:01:07
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Re: Pathetic speeds on my Plusnet fibre...


[re: abhijack] [link to this post]
 
Its 48 hours since engineer visit and his modifications.
He had asked to monitor the speed for the next few days.

It remains slow and is 14 Mb at its best. Anything else I can do ?? frown
Standard User BatBoy
(legend) Mon 21-Jan-13 12:25:04
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Re: Pathetic speeds on my Plusnet fibre...


[re: abhijack] [link to this post]
 
In reply to a post by abhijack:
Its 48 hours since engineer visit and his modifications.
He had asked to monitor the speed for the next few days.

It remains slow and is 14 Mb at its best. Anything else I can do ?? frown
Else? What have you actually done? wink

The suggestion remains:

Get an unlocked HG612 modem
Get stats from data exension
Get stats from master socket
Run HG612 graphing utilities to enable analysis of your line stats.

Dunno if it will help mind, probably not frown


_____________________________________________________________________________________________ this is not usenet __________________
Standard User Bright
(regular) Mon 21-Jan-13 12:39:51
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: abhijack] [link to this post]
 
In reply to a post by abhijack:
It remains slow and is 14 Mb at its best. Anything else I can do ?? frown
Chase PlusNet again? There are a couple of strange things that haven't been explained very satisfactorily:

1. If you are only 300m from the cabinet, why is your expected speed (from BTW database) only 34Mbps? The answer to this is probably that the cable route is not as direct as the walking route, but there might be some other reason. Is the cab in the same street as you? Is it on the same side of the street as your house? Are there multiple possible routes between your house and the cabinet location? Is the line delivered by an underground cable or overhead? ie is it possible that there is a MUCH longer, indirect route the cable might follow? Or does BTOR know there is a bad section of cable in this route?

2. Why are you only getting 14Mbps, when the database says you should get 34Mbps? I seem to remember (without digging back through the whole thread again) that your last speed test on the BTW Performance Test site said that your line was performing poorly? Or did I remember that wrong? If so, then there is clearly scope to escalate the fault within BTOR to find out why. It might be fixable (eg a cable joint sitting in a flooded joint box), or it might not (eg a poor quality section of old cable somewhere along the route). But it would be good to know.

Whilst BatBoy's suggestions would provide more diagnostic information, they are beyond what most broadband customers would want or be reasonably expected to do!

[Edit: BTW did you do a proper quiet line test? Dial 17070 on your phone and select the quiet line test option. The line should be silent, no crackle or hiss.]

So I'd chase PlusNet again.

Robert

Dircon > Zen > Be Unlimited > PlusNet Unlimited Fibre

Edited by Bright (Mon 21-Jan-13 12:43:44)

ISP Representative thatadamwalker
(isp) Mon 21-Jan-13 12:46:30
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: abhijack] [link to this post]
 
I'm sorry to hear that's still an issue, I can see you've spoken to Chris via our community forum and it's back with our faults team now.

Adam

Adam Walker
Plusnet Support Team
Service Status :: RSS :: Email
The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
Standard User BatBoy
(legend) Mon 21-Jan-13 13:27:31
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: Bright] [link to this post]
 
In reply to a post by Bright:
Whilst BatBoy's suggestions would provide more diagnostic information, they are beyond what most broadband customers would want or be reasonably expected to do!
True. Plusnet should be able to see the line stats anyway, and the various IP profile settings.
Maybe they can tell you what the line stats are as you move the modem between sockets?


_____________________________________________________________________________________________ this is not usenet __________________
Standard User abhijack
(member) Mon 21-Jan-13 13:57:31
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: Bright] [link to this post]
 
Thanks for your valid points...

1. There are 2 streets between my house and the cabinet. I have to take a left on to a street and then right onto the street where the cabinet is located..So its possible that the effective distance is more. I will check about underground./overhead status...

BTOR engineer didnt know aout ant issues in the route.

2. Thats right. This is what the part 3 of BTW performance test said - http://forums.thinkbroadband.com/plusnet/t/4200371-r...

3. I did quiet line test and it was all quiet and peace..

Have chased it with Chris. And another engineer appointment is booked for tomorrow.
Standard User abhijack
(member) Mon 21-Jan-13 14:00:14
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: thatadamwalker] [link to this post]
 
Thanks Adam. Yes and I had a call from PN confirming an engineer appointment for tomorrow.

He seemed to think the reset which BTOR engineer did probably didn't work properly.
Ref: http://forums.thinkbroadband.com/plusnet/t/4201335-r...

Edited by abhijack (Mon 21-Jan-13 14:01:07)

Standard User abhijack
(member) Tue 22-Jan-13 15:07:08
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: abhijack] [link to this post]
 
Waiting for the second engineer at home.

I had an interesting call from BT Infinity sales team. She said my exchange was recently upgraded and according to her line check she could guarantee me 72 Mb download speed. And 3 months free on Infinity 2.

I said the BTW site only gives me an estimate of 34 Mb. Then she looked up and came back to me that my phone number was attached to another address according to their database. Maybe so as my telephone number is VM..

Anyway I was excited for a little while...smile Now waiting for the engineer to see whether they can get me upto the estimated 34 Mb.
Standard User BatBoy
(legend) Tue 22-Jan-13 15:11:34
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: abhijack] [link to this post]
 
What do the Address checker and the Postcode checker estimate for your speed?


_____________________________________________________________________________________________ this is not usenet __________________
Standard User abhijack
(member) Tue 22-Jan-13 16:23:24
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: BatBoy] [link to this post]
 
d/l - 34 Mb and u/l 6 Mb....
Standard User BatBoy
(legend) Tue 22-Jan-13 16:27:35
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: abhijack] [link to this post]
 
So all the 3 checkers agree, but BT claim the phone is associated with another address?

Another question - you have a VM phoneline??


_____________________________________________________________________________________________ this is not usenet __________________
Standard User abhijack
(member) Tue 22-Jan-13 16:35:53
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: BatBoy] [link to this post]
 
At this moment my phone is with VM.
It will be taken over by PN next week.
Standard User Oldjim
(fountain of knowledge) Tue 22-Jan-13 16:41:22
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: abhijack] [link to this post]
 
I suggest that you flag up this problem in the Plusnet forums - phone section - as the discrepancy could totally screw up the change
Standard User abhijack
(member) Tue 22-Jan-13 17:02:29
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: Oldjim] [link to this post]
 
Will do this evening...

Looks like another engineer no show[2nd].... Its 5 pm already...

If its a no show it will be a full days time off wasted.....Keeping slim hopes on...
ISP Representative chrispurvey
(isp) Tue 22-Jan-13 17:18:06
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: abhijack] [link to this post]
 
I've checked and the engineer appointment is still confirmed for today.

We're keeping an eye on this for you.

Chris Purvey
Plusnet Support Team
Service Status :: RSS :: Email
The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
ISP Representative chrispurvey
(isp) Tue 22-Jan-13 17:52:02
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: chrispurvey] [link to this post]
 
Thank you for your time on the phone. apologies that the engineer has not arrived today.

I have confirmed that the next appointment is booked for the 26th January 8am-1pm. I've also updated your ticket.

Chris Purvey
Plusnet Support Team
Service Status :: RSS :: Email
The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
Administrator MrSaffron
(staff) Tue 22-Jan-13 19:27:20
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: chrispurvey] [link to this post]
 
Silly question, but based on the comment about address issue earlier, has someone checked that the address Openreach engineers are getting is actually the right one?

Andrew Ferguson, [email protected]
www.thinkbroadband.com - formerly known as ADSLguide.org.uk
The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User abhijack
(member) Tue 22-Jan-13 19:57:00
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: MrSaffron] [link to this post]
 
Hmm todays issue was not engineer going to wrong address.
Apparently BT had rejected todays appointment but it looked as confirmed on PN database. So total lack of communication again.

At the end of the day another waste of half day leave for me.
I actually live 5 mins from work . So if there is a rule that engineer rings 15 - 30 mins prior to arrival time people like me can avoid taking annual leave... I cant understand why thats a big ask to an engineer...

Would have been furious but feeling ok as PN was really apologetic.

Edited by abhijack (Tue 22-Jan-13 20:01:06)

ISP Representative chrisparr
(isp) Tue 22-Jan-13 20:24:58
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: abhijack] [link to this post]
 
I was looking at the system that Chris showed me earlier, the appointment was showing in there but directly below it was allowing us to book an appointment. Really sorry and hopefully we'll get to teh bottom of this soon.

Chris Parr
Plusnet Support Team
Service Status :: RSS :: Email
The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
Standard User Zarjaz
(knowledge is power) Wed 23-Jan-13 19:09:52
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: abhijack] [link to this post]
 
There should ALWAYS be a valid contact number on any fault notes. It is common also to find a note from the CP asking that the engineer ring such and such a number 30 mins in advance.

In an earlier post, you mention the engineer swapped out wires within the data extension kit, but the colours you describe after the swap are not a pair ?? To be fair, if one of the pairs is knackered, you'd imagine the 2nd was too.

The engineers tests at data extension kit, and at NTE are more than likely to show the same sync rate, what the engineer needs to look at are for increases in the theoretical max rate, and even increased SNR, showing the chance for increased sync once the reset is done, to increase.

If really only 200m from the cab, there is something seriously amiss. If and when you do get another engineer out (hopefully not the same one), if they are struggling, why not be cheeky and ask if he might ring the the FTTC Triage team ..... Hopefully though, you'll get someone who knows their stuff, and sort you out.

Good luck.

Standard User abhijack
(member) Thu 24-Jan-13 21:29:55
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: Zarjaz] [link to this post]
 
In reply to a post by Zarjaz:
The engineers tests at data extension kit, and at NTE are more than likely to show the same sync rate, what the engineer needs to look at are for increases in the theoretical max rate, and even increased SNR, showing the chance for increased sync once the reset is done, to increase.

If really only 200m from the cab, there is something seriously amiss. If and when you do get another engineer out (hopefully not the same one), if they are struggling, why not be cheeky and ask if he might ring the the FTTC Triage team ..... Hopefully though, you'll get someone who knows their stuff, and sort you out.

Good luck.


thanks ...
i will mention those to nest engineer..

btw whats fttc triage team?
Standard User Zarjaz
(knowledge is power) Fri 25-Jan-13 19:47:23
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: abhijack] [link to this post]
 
btw whats fttc triage team

Specialist testing and support team.

Standard User abhijack
(member) Sun 27-Jan-13 19:22:32
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: Zarjaz] [link to this post]
 
Second engineer visit yesterday to check for faults yesterday didnt do any good.

It was infact the same engineer who came last time. He was bit grumpy and said he was perplexed about being asked to come again.

He checked sync speeds at master socket and data extension socket. It had gone down to just under 14 Mb which is even less than last time.

Did some GEA test again and showed me the results which said - line ok and equipment detected. Did some test for the copper quality and said its fine. He also said there are no issues with wiring as well.

He said there was no other tests he could do and basically he cant find any fault. He couldnt really explain why my speeda are low then and said I should check with provider. According to him the PN equipment at the exchange or the router supplied by PN may be the culprits. I pointed out to him he got the low sync speeds even at master socket with the router out of equation. He didnt have a proper answer to that either.

So my current speed is further low at 12.9 Mb (d/l) and 1.36 Mb (u/l) as opposed to an estimated 34 Mb (d/l) and 6 Mb (u/l)..

Way below 50 % of estimated speeds... Not a happy chap at all!!!!
Standard User RobertoS
(sensei) Sun 27-Jan-13 21:54:28
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: abhijack] [link to this post]
 
The man hasn't a clue what he is talking about and needs "re-training".

1) If his equipment shows 14Mbps sync, how is the Plusnet router the problem? It's the Openreach modem that sync's with the Openreach DSLAM in the cabinet.

2) What figures did his tester give for the attenuation, noise margin and cabinet distance? I don't expect you remember them even if you saw them, but highly relevant if you do.

3) How come he is unaware that FTTC sync is nothing whatsoever to do with the exchange equipment?

4) Forgivable but incredible,and not particularly relevant given (3) above, how come he is unaware that very few ISPs have any equipment at all at the exchange, and that certainly on FTTC there are only three? BT Wholesale, Sky and TalkTalk. Which as you clearly aren't on Sky or TalkTalk means Plusnet use BT Wholesale.

I think you have grounds for an official complaint about an incompetent and bad-mannered engineer who was pre-disposed not to find any reportable issues. I expect that would have to go through Plusnet, although it obviously isn't their fault.

A thought, without re-reading the full thread - there is a possibility that Banding has been applied by the DLM because of significantly high error rates. Has that been suggested already?

My broadband basic info/help site - www.robertos.me.uk | Domains,website and mail hosting - Tsohost.
Connection - Plusnet UnLim Fibre (FTTC). Sync ~ 54.0/14.9Mbps @ 600m. - BQM

"Where talent is a dwarf, self-esteem is a giant." - Jean-Antoine Petit-Senn.
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Allergy information: This post was manufactured in an environment where nuts are present. It may include traces of understatement, litotes and humour.
Standard User camieabz
(sensei) Sun 27-Jan-13 22:53:25
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: RobertoS] [link to this post]
 
In reply to a post by RobertoS:
The man hasn't a clue what he is talking about and needs "re-training".


The last BT engineer in my house was on the procedural insistence of Plusnet. Made a mess of my wall and carpet, and ripped out my own (perfectly good) wiring to add a link of wiring.

When I asked him a few things (I forget what offhand), he replied that he wasn't into the technical stuff.

Never, ever again.

~ Camieabz ~

All Connection Data ~ Some plusnet links

mod'er·a'tion n.
Synonyms: temperance, restraint, modesty.
Standard User abhijack
(member) Mon 28-Jan-13 11:14:50
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: RobertoS] [link to this post]
 
In reply to a post by RobertoS:
The man hasn't a clue what he is talking about and needs "re-training".

1) If his equipment shows 14Mbps sync, how is the Plusnet router the problem? It's the Openreach modem that sync's with the Openreach DSLAM in the cabinet.

Thats exactly what I asked him. He said something along the lines even if we change the device i.e router it can take upto 24 hours for the profile to be reset if the original one was causing the fault. Total BS i think. But he is the expert saying that!!!
In reply to a post by RobertoS:
2) What figures did his tester give for the attenuation, noise margin and cabinet distance? I don't expect you remember them even if you saw them, but highly relevant if you do.

I dont remember the figures. But he said there was nothing faulty in those.

In reply to a post by RobertoS:
3) How come he is unaware that FTTC sync is nothing whatsoever to do with the exchange equipment?

4) Forgivable but incredible,and not particularly relevant given (3) above, how come he is unaware that very few ISPs have any equipment at all at the exchange, and that certainly on FTTC there are only three? BT Wholesale, Sky and TalkTalk. Which as you clearly aren't on Sky or TalkTalk means Plusnet use BT Wholesale.

Hmm.. He clearly knew I was on Plusnet... I didnt know that PN didnt have any equipment at exchange. But still I asked him if that was the case all people [on PN fttc] served by the exchange should be affected like me... He didnt have a clear answer to that either..

In reply to a post by RobertoS:
I think you have grounds for an official complaint about an incompetent and bad-mannered engineer who was pre-disposed not to find any reportable issues. I expect that would have to go through Plusnet, although it obviously isn't their fault.

A thought, without re-reading the full thread - there is a possibility that Banding has been applied by the DLM because of significantly high error rates. Has that been suggested already?


I will wait for PN response following the saturday engineer visit. I think this is really getting ridiculous and I need to make formal complaint like you suggested.

I havent been told about banding been applied. Anyway the error is only about the speed . There is no disconnections..

Thanks for your comments friend in this tough times....
Standard User RobertoS
(sensei) Mon 28-Jan-13 11:52:15
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: abhijack] [link to this post]
 
In reply to a post by abhijack:
I havent been told about banding been applied. Anyway the error is only about the speed .
smile
"Banding" is about limiting the maximum speed, for whatever reason, not just disconnections. It's the word used for this:-
If DLM intervenes it will set a profile with a maximum rate and a minimum rate, where the minimum rate is set at approximately half of the maximum rate.
That's from the Openreach definition of the FTTC service, so worth knowing. Note that the "profile" is the general parameter set applied to the line, not the IP Profile, which is nothing to do with the issue.

Re any complaint, if I were in your position I'd word it not to blame Plusnet, although it's their job to deal with it. They need to make sure Openreach send someone competent next time.

My broadband basic info/help site - www.robertos.me.uk | Domains,website and mail hosting - Tsohost.
Connection - Plusnet UnLim Fibre (FTTC). Sync ~ 54.0/14.9Mbps @ 600m. - BQM

"Where talent is a dwarf, self-esteem is a giant." - Jean-Antoine Petit-Senn.
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Allergy information: This post was manufactured in an environment where nuts are present. It may include traces of understatement, litotes and humour.
Standard User robertdelamare
(newbie) Thu 31-Jan-13 19:52:05
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: abhijack] [link to this post]
 
[
[/quote]

I will wait for PN response following the saturday engineer visit. I think this is really getting ridiculous and I need to make formal complaint like you suggested.

I havent been told about banding been applied. Anyway the error is only about the speed . There is no disconnections..

Thanks for your comments friend in this tough times....


Stick with this my friend. I have had a similar problem with Plusnet. 3 visits and no resolution. Original estimate of 35 Mbps, actual 18 on a good day. Talk of REIN but nothing to go on. Really sickening to talk to some of my customers locally getting 40 Mbps. I lose about £100 in business each time I stay in for a visit. I would have happily spent the £300 on re-wiring but there's nothing wrong. Yes, this is a rant.
ISP Representative orbrey
(isp) Fri 01-Feb-13 09:12:52
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: robertdelamare] [link to this post]
 
Hi there,

I can see you had a fault raised that was closed on the 14th, is the issue still ongoing? We'd be happy to carry on investigating for you if it's at all possible.

Regards,

Matthew Taylor
Plusnet Customer Support
The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
Standard User abhijack
(member) Sat 02-Feb-13 20:21:25
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: orbrey] [link to this post]
 
In reply to a post by orbrey:
Hi there,

I can see you had a fault raised that was closed on the 14th, is the issue still ongoing? We'd be happy to carry on investigating for you if it's at all possible.


Now this is just ridiculous to close a fault before its resolved and checking whether its still ongoing!!!


Updates on my PN member account:


Wednesday 30 Jan 2013:


We have reviewed the fault along with the engineer notes and the action currently being taken by our suppliers does not meet our expectations therefore an escalation has been raised. We will update you further within 48 - 72 hours. :thumbs up:

Thursday 31 Jan 2013

The broadband fault has been closed by the supplier. Should problems re-occur, please restart the Broadband Fault Checker. : shocked:

Saturday 2 Feb 2013

Thank you for getting back to us. I am sorry to hear that the issue with your speed is still ongoing. I have tested your connection and I could see that the speedtest you performed failed. So we can check whether our internal network is causing the problem we will require that you perform the second and third BT speed tests. To do these you will need to re-run the BT speedtester however once this has complete, should you get less than the required level the test should fail and give you the option of running further tests.
Please follow the instructions below to complete test.

So basically we had started this fault finding mission with BTW tests upto TAP 3 as per advice from PN community reps. Now we are back to square one.. Eh??? :
Standard User abhijack
(member) Sat 02-Feb-13 20:24:51
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: abhijack] [link to this post]
 
Instructions from Plusnet:

Thank you for getting back to us. I am sorry to hear that the issue with your speed is still ongoing.
I have tested your connection and I could see that the speedtest you performed failed.
So we can check whether our internal network is causing the problem we will require that you perform the second and third BT speed tests.
To do these you will need to re-run the BT speedtester however once this has complete,
should you get less than the required level the test should fail and give you the option of running further tests.

Please follow the instructions below to complete test.

Instruction for Fibre setup to modem

• Plug the Ethernet cable in to the BT modem and the PC
• Switch the BT modem on
• The setup is done as follows; create a dial-up PPPoE connection.
• Go to Control Panel -> Network Connections
• Create a new connection
• Connect to the Internet
• Set up my Connection Manually
• Connect using a broadband connection that requires a username and password (PPPoE)
• ISP Name – Plusnet
• Enter the broadband username:[email protected]_domain
and password: testing
• Finish and click connect

If you use Windows 7 it will try and test the connection during the setup;
this will fail and give you an error. Click Skip or Continue and then after clicking finish right click the new connection
icon and click properties.
Under Service Name enter Plusnet then click OK. Then double click the new connection icon and click connect.

Once successfully logged in, you can access the Speed Tester server by typing http://217.32.105.42 in your browser.

To initiate a test, you must type in your phone number in the available prompt box and press ‘Go’.
(This is used to identify your test and allow BT to investigate any faults)

------------------------------------------------------------------------------------------------------------------------------------

I followed it word by word and here is what I get:

System is busy.Please try again later.. This is inspite of numerous trials...
Standard User Bright
(member) Sun 03-Feb-13 10:59:21
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: abhijack] [link to this post]
 
In reply to a post by abhijack:
• Enter the broadband username:[email protected]_domain
and password: testing
...

Once successfully logged in, you can access the Speed Tester server by typing http://217.32.105.42 in your browser.
I just tried it and get the same issue when connecting with the BT [email protected]_domain test account. However it works perfectly when testing via Plusnet's network. Perhaps when BTW implemented its new speedtester they've misconfigured something and the resources needed to perform the download and upload tests aren't accessible from the BT test account.

You need to refer this back to Plusnet so they can try and resolve this (separate) problem with BT.

(Btw, what Plusnet are trying to get you to test here is the performance of the line alone, without their router or their network in the test setup, so they can eliminate any problem in Plusnet's network as being a cause of the slow speed).

Robert

PSS/BT Gold > Compuserve > Dircon > Zen > Be Unlimited > PlusNet Unlimited Fibre
Standard User abhijack
(member) Sun 03-Feb-13 12:04:01
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: Bright] [link to this post]
 
Yes ..I can also do the BTW test through the plusnet network connected via the router.

Is the instruction correct from PN? Could people do the test using test account with BT modem directly connected to PC in the past?
Standard User Bright
(member) Sun 03-Feb-13 12:26:08
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: abhijack] [link to this post]
 
Yes, the instructions are correct.
Yes, it used to work. But it doesn't work for me either (I have a FTTC connection that performs perfectly).
As I said, I suspect BTW screwed up the test when they moved to the new speedtester a couple of weeks ago.

Robert

PSS/BT Gold > Compuserve > Dircon > Zen > Be Unlimited > PlusNet Unlimited Fibre
Standard User abhijack
(member) Mon 04-Feb-13 14:46:26
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: Bright] [link to this post]
 
I have replied to the ticket with the test update and screenshot in the morning.

Had also posted the inability to carry out test they suggested in PN forums.

Waiting for PN response.
ISP Representative thatadamwalker
(isp) Mon 04-Feb-13 15:10:13
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: abhijack] [link to this post]
 
Hi abhijack,

I've asked Chris (Purvey) to have a look at that so he'll be replying to you on the community forum ASAP.

Adam

Adam Walker
Plusnet Support Team
Service Status :: RSS :: Email
The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
Standard User Wagstaff
(committed) Mon 04-Feb-13 15:26:45
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: thatadamwalker] [link to this post]
 
Can't believe this sorry saga has been going on for three weeks.
It must surely be a bad advertisement for Plusnet's fibre installations, Adam.

Why is it that, when an OR engineer has visited the premises three times, without resolving the problem, Plusnet don't insist on an OR supervisor being sent to the site?

Wagstaff


"Everything works itself out in the end; if it doesn't then it's not the end."
Standard User abhijack
(member) Mon 04-Feb-13 16:00:36
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: thatadamwalker] [link to this post]
 
thanks adam..chris has agreed to look into it...

I hope you have provisions to raise the fault with FTTC triage team or atleast insist that an BTOR engineer who knows his stuff look into this issue next time around...
Standard User animal007
(member) Mon 04-Feb-13 16:01:32
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: Wagstaff] [link to this post]
 
Does seem to be going on for far to long, Personally speaking i have a feeling the problem is not with hardware or in your house but something is wrong outside between your house and the street cabinet.

I remember a good few years back when i had problems with my o2 service and it took 3 engineer visits to sort it out, The first 2 guys who showed up were the type that think they know best and everything they say is fact and they told me the problem was either my pc or the router and fed me a load of trash. The 3rd guy actually listened to what i had to say and managed to fix the problem.

It turned out not only was the line bad outside (had splits in it) but water was also getting into the green box where the bt guy also found a dodgy cable, once replaced my internet has been solid and not had any probs since.

Fibre might work a bit different but still sounds like a prob outside to me rather than your pc or hardware.
Standard User abhijack
(member) Mon 04-Feb-13 16:18:35
Print Post

Re: Pathetic speeds on my Plusnet fibre...


[re: animal007] [link to this post]
 
yes the problem seem to be outside as the sync speed is low at master socket too..

there is no wiring or loop faults as per tests by the engineer...

during the second visit the engineer just checked sync speeds, loop issues and left property stating he cant find any faults and you should sort it with PN...

if he couldnt find any fault at my premises he shud have then brainstormed where else the fault is... which he didnt which seems quite unprofessional to me...

of course he knew there is a fault sumwhere if i am getting only less than 50% of the estimated speed!!!
Standard User nuke_me
(committed) Mon 04-Feb-13 16:52:03
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Re: Pathetic speeds on my Plusnet fibre...


[re: abhijack] [link to this post]
 
In reply to a post by abhijack:
yes the problem seem to be outside as the sync speed is low at master socket too..

there is no wiring or loop faults as per tests by the engineer...

during the second visit the engineer just checked sync speeds, loop issues and left property stating he cant find any faults and you should sort it with PN...

if he couldnt find any fault at my premises he shud have then brainstormed where else the fault is... which he didnt which seems quite unprofessional to me...

of course he knew there is a fault sumwhere if i am getting only less than 50% of the estimated speed!!!


Stay turned for the next installment....... Duff.. Duff.. Duff, Duff.. Duff, DuffDuffDuff

It's like a short spin of plot from eastenders.

eclipse internet
Standard User Chrysalis
(eat-sleep-adslguide) Tue 05-Feb-13 01:04:05
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Re: Pathetic speeds on my Plusnet fibre...


[re: nuke_me] [link to this post]
 
are the engineers brain dead or have they been told to not physically check the line?

its as if they think all faults must be on site.

BT Infinity 2 Since Dec 2012 - Estimate 65.9/20 - Attainable peak 110/36 - Current Sync 71/20
Standard User Wagstaff
(committed) Tue 05-Feb-13 09:20:21
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Re: Pathetic speeds on my Plusnet fibre...


[re: Chrysalis] [link to this post]
 
I wonder if it's a Virgin Media phone issue, and their brains switch off when they hear VM mentioned.

Wagstaff


"Everything works itself out in the end; if it doesn't then it's not the end."
Standard User abhijack
(member) Tue 05-Feb-13 09:47:12
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Re: Pathetic speeds on my Plusnet fibre...


[re: Chrysalis] [link to this post]
 
it seems to me they are...
they just think doing couple of tests indoors is their job.

i think they should atleast be able to find whats causing the fault whether its rectifiable or not.
Standard User Chrysalis
(eat-sleep-adslguide) Tue 05-Feb-13 10:05:52
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Re: Pathetic speeds on my Plusnet fibre...


[re: abhijack] [link to this post]
 
In reply to a post by abhijack:
it seems to me they are...
they just think doing couple of tests indoors is their job.

i think they should atleast be able to find whats causing the fault whether its rectifiable or not.


personally if it were me I would refuse to pay any fee they try to charge without the line been tested proven fault free first. Even if they tried to chase it as an outstanding debt and cut me off. From my point of view they have to prove its fault free not the other way round. So tell plusnet you want anohter engineer, and when this one shows up you dont let him leave until he has checked the line outside of the property. Easier said then done I guess since you dont need to sign his work off and he could just walk out in a huff.

BT Infinity 2 Since Dec 2012 - Estimate 65.9/20 - Attainable peak 110/36 - Current Sync 71/20
Standard User abhijack
(member) Tue 05-Feb-13 10:12:41
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Re: Pathetic speeds on my Plusnet fibre...


[re: Chrysalis] [link to this post]
 
which fees? you mean monthly BB charges?

PN are still trying seemingly and havent come back to me yet saying they cant find whats the fault or they cant fix it.

If I read it right I have 90 days before which I can terminate the contract if the line speed is significantly lower than estimated and its not fixed. Is that correct?

Edited by abhijack (Tue 05-Feb-13 10:15:31)

Standard User Chrysalis
(eat-sleep-adslguide) Tue 05-Feb-13 10:32:21
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Re: Pathetic speeds on my Plusnet fibre...


[re: abhijack] [link to this post]
 
I mean openreach callout fee's which some people get when openreach find no fault.

I got no idea on what right you have to cancel sorry. If its 90 days that seems very generous for a FTTC isp.

BT Infinity 2 Since Dec 2012 - Estimate 65.9/20 - Attainable peak 110/36 - Current Sync 71/20

Edited by Chrysalis (Tue 05-Feb-13 10:33:04)

Standard User abhijack
(member) Tue 05-Feb-13 11:41:00
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Re: Pathetic speeds on my Plusnet fibre...


[re: Chrysalis] [link to this post]
 
Such fees are charged only if its a fault of our own equipment which the OR engineer has stated there isnt any. So doesnt apply to me.

Well I think its an ofcom regulation about speeds significantly slower than estimated speeds. I need to double check...

Edited by abhijack (Tue 05-Feb-13 13:49:41)

Standard User Chrysalis
(eat-sleep-adslguide) Tue 05-Feb-13 15:00:00
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Re: Pathetic speeds on my Plusnet fibre...


[re: abhijack] [link to this post]
 
ofcom wont help you here unless plusnet missold you the product (such as failing to tell you its an estimate not a contractual rate, which probably isnt the case). The product spec allows the speeds to go this low.

BT Infinity 2 Since Dec 2012 - Estimate 65.9/20 - Attainable peak 110/36 - Current Sync 71/20
Standard User abhijack
(member) Thu 07-Feb-13 10:19:21
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Re: Pathetic speeds on my Plusnet fibre...


[re: Chrysalis] [link to this post]
 
Latest update from PN [on Tuesday] :

" A line reset and engineering visit is needed here after looking at the line for Matt.. Downstream and upstream both lower than expected with the recent drops.."
Standard User abhijack
(member) Thu 07-Feb-13 18:12:19
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Re: Pathetic speeds on my Plusnet fibre...


[re: abhijack] [link to this post]
 
Another engineer booked for Saturday PM slot...Hope i get an engineer who know their job this time around...

Now this is confusing...

This is what PN rep told me on the phone while booking engineer:


GEC test failed which suggests the fault is outside i.e from cabinet to master socket....

This is whats updated in member centre:

GEC fail Potential Wiring Fault within Customer Premises. MFL=CA
Standard User abhijack
(member) Sat 09-Feb-13 21:35:34
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Re: Pathetic speeds on my Plusnet fibre...


[re: abhijack] [link to this post]
 
Updates from today's engineer visit:

For a change I had an enthusiastic engineer who was really keen to find the root cause of the fault.

Line test was ok. No wiring faults found.. Still syncing way below 50% of estimated speed.

He realised the issue was somewhere between the cabinet and master socket. He called for another guy to help out to trace the copper to find a potential bridge tap. They traced it till a building where they couldn't get access to on a weekend. It seems that a big cable runs from the street cabinet to that office and my line is coming out from there.

The engineer was itching to get in so he could look for any bridge tap issues and possibly bypass that to increase my speed to the estimated speeds.. He said this job will remain as unfinished and he will hand it over to another engineer to visit on Monday and have a look in the copper route in that office..

Unfortunately this engineer is off on Monday. I hope his colleague will get a proper handover so that he can continue on the good work this engineer has done.

Anyway I am glad as that the fault finding mission has at least started now to move in the right direction.
Thanks to PN reps here for pestering BTOR for me.
Standard User kasg
(fountain of knowledge) Sun 10-Feb-13 18:47:27
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Re: Pathetic speeds on my Plusnet fibre...


[re: abhijack] [link to this post]
 
In reply to a post by abhijack:
For a change I had an enthusiastic engineer who was really keen to find the root cause of the fault.

Excellent news and encouraging that such engineers still exist and still work for Openreach. Being one of those who always took pride in his job and couldn't bear anything less than perfection (to an extend that sometimes hindered me) I am always amazed that there are so many that just don't seem to care as long as they get paid.

Kevin

plusnet Unlimited Fibre
Using OpenDNS
Domains and web hosting with TSOHOST
Standard User abhijack
(member) Mon 11-Feb-13 10:02:10
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Re: Pathetic speeds on my Plusnet fibre...


[re: kasg] [link to this post]
 
hope i get another good one today... atleast hope he read handover and take it from where the previous one left...
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