Still dialup speeds despite BT sayin no problem

I am still seeing no more than 30k download speeds despite a mate who is a BT Engineer checking the line from the Exchange (as he owed me a favour)and saying there are no problems!

BT's Speedtester says I need to contact Plusnet but they say I need to get in touch with BT. BT say that if they send an engineer 'officially' and there is no problem, I'll be charged.

To top it off, downloads via Usenext are never more than 30k either nor are ny from any sites on the net I have tried. Ping times to bbc.co.uk are between 500 and 2800ms!! Line Attenuation is 28 and SNR is 14. Got nothing else connected to line apart from router which is plugged into I-plate. Tried different routers and loads of different filters but same thing.

What the hell is going on and who should be sorting this out? I can't afford to get BT out for nothing.

I have been constaantly connected to Exchange at 8128 despite a few dropouts since line was enabled at new house on 20th Sep. Could it be to do with my profile at Plusnet which, by the way is 7150 and this is confimed by BT speedtest.

If you are syncing at 8128, with a 7150 profile, then there is nothing wrong with your connection. So you can stop worrying about phones, lines, what is connected to the line, filters etc.

Bear in mind there is a problem currently at plusnets end. See service status:
http://www.plus.net/supportpages.html?a=2&support_ac...

And the forum threads:
http://community.plus.net/forum/index.php/topic,7957...
and
http://community.plus.net/forum/index.php/topic,8005...

You are not alone at the moment. What product are you on?

Hi Tony

Thanks for the reply! I'm on Your Way Option 3.

This connection is really killing me at the moment! Especially as my web design includes uploading/download databases and it's timing out constantly! No matter when I try, it never downloads faster than about 30-40k at any time of the day or night. I have tried even at 4am to rule out congestion with the same results.

The BT speedtester (www.speedtester.bt.com) even says I need to contact Plusnet!! Could this be explained by Plusnet's current 'problems'?

I've just tried the bt speed test, and it also gives this message:

If you wish to discuss these results please contact your ISP.

If you are experiencing problems with specific applications, servers or websites please contact your ISP for assistance.

Your test has completed please close this window to exit the performance tester.

So it is nothing to do with your line. From what you have said, it sounds like there is something wrong with your profile at plus net. I don't think it is due to the current problems, because when I try at 7:00am, speeds are fine.

My advice:
Raise a help ticked on the plusnet help and support site:
http://www.plus.net/wizard/index.html?supporta=helpn...

Don't bother with the phone - it is better to get a written record of the problem. Takes a little longer, but worth it in the end. First - click on "my broadband, and incorrect traffic management, then you can enter a ticket without having to look at help pages. Give them the following info.

1 - your product type
2 - stress that your connection speed and profile are fine (give them the figures), therefore no connection problem)
3 - tell them what you are trying to download, where from, and what speed you get. Make sure you give the correct units (Kbit/s or Kbyte/s depending on what your software is telling you) Tell them the time of day (especially if early in the morning)
4 - tell them it is like this all the time no matter when you try. (copy what you posted above)
5 - tell them you think your profile must be wrong.

Give them a couple of days to answer. With luck, they may get things moving in the right direction. You may have to wait another day or so if they escalate the ticket. However, if the answer ends up being no good, then go to the plusnet speed problem forum:
http://community.plus.net/forum/index.php/board,4.0....

Start a new thead - title "Please help - ticket not answered helpfully" or whatever is appropriate based on the ticket answer. Give the ticket number in the post, plus a copy of your original ticket text. With a bit of luck you'll get the attention of one of the plusnet comms team who will almost certainly get you sorted out.

Good luck.

Edited by tonycollinet (Tue 20-Oct-09 22:56:12)

Here's my Speedtest message:

Download speedachieved during the test was - 33 Kbps
For your connection, the acceptable range of speeds is 600-7150 Kbps.
Additional Information:
Your DSL Connection Rate :8128 Kbps(DOWN-STREAM), 448 Kbps(UP-STREAM)
IP Profile for your line is - 7150 Kbps


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.

OK - then that is different. Your connection is OK, but your throughput isn't.

Do the same as I suggested above, but copy that entire message into the ticket. Again, if you get no satisfactory answer, post "please help" +ticket number to the speed forum.

Again, good luck.

Edited by tonycollinet (Tue 20-Oct-09 23:06:42)

Cheers Toy will do.Will let ya know how I get on

PS - I am pretty certain, that there is no problem between you and the exchange (based on the sync rate, and profile) - so avoid them delaying the solution by sending an engineer to your house - unless they are adamant that it is necessary.

You can check directly to see what Plusnet have your speed set at here,

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

If it's wrong ring them and ask them to check your Radius Profile, ir should match BTs profile (7150)

UK number if you haven't got it, 0114 296 5198

Guys,

We're aware of some speed issues affecting a number of people currently.

Hope to have some further news out on service status later on today. I'll post back once we have.