Broken :(

Broken already, broadband is about 1Mb/s if I am lucky and no phone. According to the nice man at Plusnet it is a external fault, he said it is by the Exchnage, but I have my doubts as they was digging around the cabinet a few days back and they still have the cabinet fenced off.l

I think they done something to the cabinet, because a fault in the cable close to the exchange should not effect fibre.

I did not have this problem with wireless, It may have been slower than it should have been sometimes, but this is like going back to years.

Maybe it was a mistake to go back to fixed line,, I just hope they fix it quickly.

Not Plusnet fault,

Sounds more like one wire of the pair between the FTTC cabinet and you is disconnected somewhere.

That kills the phone but allows severely slowed broadband.

As I said they have been digging around the two cabinets, with a JCB, not sure what they are doing unless they are putting a second Fibre cab in.

About 5Mb/s this morning down, not even moving uploading. A bit annying really as I wanted to send some audio files from my zoom mic over to my mate so he can edit them into a video, so now I will have to go over there and I was hoping to stay in today.

Oh well it will give me a chance to get some food I suppose.

probably worth power cycling the modem, see if that helps at all

The trouble with this sort of thing is that there is next to no effective communication between PN and Openreach. Mine was down for over a week before it started working again and PN had no idea if it was working or not. Then it all resets your IP profile so it is another ten days before it all gets going properly again. Hey ho!

BT openreach rang my bell this morning, stuck something on my phone line, went to the cabinet after i told him someone been digging around it. His little device did say that it was about 400meters away, the fault that is.

He came back after 15 mins, phone back on, internet is better, but still a big iffy, I presume that it will get better now the line is ok.


It was a crimp at the cabinet that was the problem, so all in all, well done to BTOR and plusnet.

Check your IP Profile via the Further Diagnostics of the BT Wholesale Performance Tester, (ignore the red instructions).

Then if that is a decent level check your Plusnet Member Centre Connection details >> High speed broadband >> Current line speed. If that is still very low, ring support and tell ask them to reset the Current line speed.

Your upload speed is probably now OK for your upload anyway. The Current line speed usually updates two or three times a day to a fraction below the IP Profile.

Hi zyborg47.

Would you mind messaging me your username? I'd be happy to take a look at your fault if you like.

Matty

I got Download speedachieved during the test was - 10.95 Mbps
For your connection, the acceptable range of speedsis 26.72 Mbps-33.4 Mbps .
Additional Information:
IP Profile for your line is - 33.4 Mbps
and

Upload speed achieved during the test was - 1.91Mbps
Additional Information:
Upstream Rate IP profile on your line is - 20 Mbps

So certainly not right, I will take Mattyplusnet up on his offer to see if he can do something.
Thanks for the help

You need to look at the "Current line speed", like I said. If it's low will probably self-correct anyway before tomorrow morning.

First login to your account on the PN portal and the link should hopefully take you to the High-speed Broadband page:-

https://portal.plus.net/my.html?action=data_transfer...

In reply to a post by RobertoS:

You need to look at the "Current line speed", like I said. If it's low will probably self-correct anyway before tomorrow morning.

It is still 10Mb/s in speed test, so it have not changed, I did send Plusnet person a private message, not sure if anythintg will be done or I should just open a ticket.

Thanks for passing your username on.

I have updated the ticket for you, however we haven't been able to find a source of the fault just yet. I'll make sure that we keep an eye on things for you.

Matty

In reply to a post by MattyPlusnet:

Thanks for passing your username on.

I have updated the ticket for you, however we haven't been able to find a source of the fault just yet. I'll make sure that we keep an eye on things for you.

Matty

I had another BTOR person out, but according to him the speed is fine even up to the house at 37Mb/s. he could only get the speed outside, as I was out.
It is strange as it was fine before the problem at the cabinet

i just done another speed test, all is ok again, speed it back to 30 odd download, still not much above 7 upload. So it seems the problem is sorted.
Thanks for the help.

Because the Plusnet "Current line speed" will have updated.

Why did you refuse utterly to look what it was, as requested by some of us? It would have provided an immediate explanation for the low speed, and the knowledge that it would in all probability soon self-correct .

When was looking for it for my sister the click path never seemed simple

In reply to a post by MrSaffron:

When was looking for it for my sister the click path never seemed simple

Not simple? When logged in to the portal it's two clicks - Connection settings from the left hand menu and then the High speed broadband icon.

Edit: Just realised before the pedants jump in it's three clicks, one single click and one double click!

Edited by jelv (Wed 29-Apr-15 09:30:56)

Took a while to realise that the configured throughput (IP Profile) was part of the High Speed broadband icon.

In reply to a post by RobertoS:

Because the Plusnet "Current line speed" will have updated.

Why did you refuse utterly to look what it was, as requested by some of us? It would have provided an immediate explanation for the low speed, and the knowledge that it would in all probability soon self-correct .

I did look, the current line speed was 10Mb/s, all that showed was what I already knew that my speed was low.

I agree with MR Saffron - Plusnet don't make it simple. My brother was looking to see what his profile was in the portal. He couldn't find it and rang me so I had to explain to him where it was.

Why is it under Connection settings? It's not actually a setting is it? It's more informational. Also, why call it high speed broadband? Why not call it Line Profile or Current Line Speed profile so people who aren't in the know can find it easier?

How soon after migrating out does PlusNet stop access to the portal, i.e. to see if final bill is being raised etc

It meant there was no line fault so you are lucky not to have been charged for the engineer visit. All it needed was Plusnet support to reset that figure. However, as I forecast, it auto-updated fairly quickly anyway.

You could have saved yourself the hassle and worry.

It didn't just show you your speed was low, it would have told us why it was low. We could then have advised you to ring up and ask for your current line speed to be set to match your IP profile and 5 minutes later it would have all been sorted! (We don't ask these questions for the sake of it!)

In reply to a post by RobertoS:

It meant there was no line fault so you are lucky not to have been charged for the engineer visit. All it needed was Plusnet support to reset that figure. However, as I forecast, it auto-updated fairly quickly anyway.

You could have saved yourself the hassle and worry.

i did not ask for the BTOR engineer and I put in a note to say that that I been told it needed a reset, so it was plusnet who sent out the engineer.
The first time yes as it was a problem with the cabinet.

Still not as high as it was before the fault, but it is ok.

LOL. That means someone at Plusnet needs, (as the old Digital Care Team used to say), "a little retraining!"

Just to clarify; we never actually scheduled in an engineer appointment. This of course, means no charge (for the customer or Plusnet).

Occasionally, engineers will take it upon themselves to check the service is working with the end user. I can only assume that this is what happened if they showed their face.

Certainly wouldn't be afraid to offer "a little retraining" should it be necessary.

Matty

In reply to a post by MattyPlusnet:

Just to clarify; we never actually scheduled in an engineer appointment. This of course, means no charge (for the customer or Plusnet).

Occasionally, engineers will take it upon themselves to check the service is working with the end user. I can only assume that this is what happened if they showed their face.

Certainly wouldn't be afraid to offer "a little retraining" should it be necessary.

Matty

Fair enough, thanks for clearing that up. As i said all is working now, so thank you.

If you ask for the account to be downgraded to an email only account, which is free on my account, then access remains open.

are you sure as I thought that the free downgrade went a long time ago and it now costs £20 per annum

My account summary in the member centre says:

Product - PlusNet Residential Generic Services Product
Cost - £N/A(monthly)

When I initially enquired about the downgrade I was told that the price was £1.65 per month but that they did not think that I would be charged. I have not been charged.

how long ago was that change

Aha she did not do that, just seems a bit harsh to shut down access less than 48 hours after migration and before final direct debit has been processed, and more so if someone is still paying for the notice period.

I migrated out to BT in February this year because it was the only way to get my native FTTP installed without paying excess construction charges. I wanted to keep my account so that I could potentially migrate back when my BT contract ends.

Thanks - that is very interesting and is a useful pointer for the future