Plusnet slow line speed - BT line test "inconclusive"- what next?

espresso

usignuolo wrote: »

I took my laptop over there to her house last week she had no idea what her wifi password was for me to log in.

You don't need to log in to anything!

You have been told that the router is connecting at 14Mb, so why didn't you simply remove the Ethernet cable from her PC and connect it to your laptop to run a speed test to eliminate her PC?

NeverEnough

How about changing the ethernet cable? They are cheaply produced and can cause faults, very cheap to buy. Personally I would plug a new cable directly into the master socket say to your own laptop, and see what the speed is then-if its still so slow despite the 14mbs coming in, then its not the cable or the pc at fault and it may be the actual master socket itself.

spannerzone

As Macman has said twice now, the easiest test to prove whether it's an internal or external phone line issue is to use the test socket behind the master socket faceplate.

http://www.kitz.co.uk/adsl/socket.htm

I would hope a competent PC engineer might have tried this simple test.

Until this test is done you'll go around in circles or end up paying BT for a visit.

JenniWR

Please, test from the test socket with a new filter! This is a 30-second job (click here). This rules out internal wiring.

Note that "she hasn't changed anything" means nothing at all. If she has not changed anything, she clearly hasn't maintained anything. Faults occur, things break. Has she tried a new router? I'm sure Plusnet can supply one if she pays P&P.

usignuolo

Not sure what you mean by "BT test socket behind the master socket split faceplate on socket behind base plate." There is as I already said, just a standard BT phone socket on the wall. Plugged into it is a Dlink which has two cables plugged into it - one into port marked ADSL and one into phone port.

PC repair centre manager came round last week and checked out that everything in the house was working correctly and he phoned PlusNet and told them this. They agreed to get BT onto it, BT phoned my sister, told her to run line speed test on their wholesale server first, this she did and it showed very slow speed. Results said inclusive, contact ISP. PlusNet says BT problem which is where we came in.

PlusNet contract is with BT, so they have to contact BT. PlusNet rep came on here further back in thread and asked for more info which I have supplied now waiting to hear back from them.

I cannot run test on my laptop as she does not have a wifi log in code I can use.

macman

usignuolo wrote: »

Not sure what you mean by "BT test socket behind the master socket split faceplate on socket behind base plate." There is as I already said, just a standard BT phone socket on the wall. Plugged into it is a Dlink which has two cables plugged into it - one into port marked ADSL and one into phone port.

PC repair centre manager came round last week and checked out that everything in the house was working correctly and he phoned PlusNet and told them this. They agreed to get BT onto it, BT phoned my sister, told her to run line speed test on their wholesale server first, this she did and it showed very slow speed. Results said inclusive, contact ISP. PlusNet says BT problem which is where we came in.

PlusNet contract is with BT, so they have to contact BT. PlusNet rep came on here further back in thread and asked for more info which I have supplied now waiting to hear back from them.

I cannot run test on my laptop as she does not have a wifi log in code I can use.

The BT master socket is the first one in the house where the line comes in. Different to all the extension sockets as it has a horizontally split faceplate. Like this:
http://www.google.co.uk/imgres?imgurl=http://www.skyuser.co.uk/forum/attachments/cabling-faceplate-help/485d1194380953-identifying-master-sockets-bt_master_socket_2.jpg&imgrefurl=http://www.skyuser.co.uk/forum/cabling-faceplate-help/17487-identifying-master-sockets.html&h=316&w=315&sz=30&tbnid=fQApPmxtHpInwM:&tbnh=82&tbnw=82&prev=/search%3Fq%3Dbt%2Bmaster%2Bsocket%26tbm%3Disch%26tbo%3Du&zoom=1&q=bt+master+socket&usg=__XZSTDbVvqfrjFf-gJkIrIjQWxSk=&docid=v-YXMe_BC0hNXM&hl=en&sa=X&ei=gx5lUab5HKGn0AW-h4GIDg&sqi=2&ved=0CGIQ9QEwAg&dur=157
Undo the two screws and pull the lower half forward, the test socket is there. This is a standard user test that should have been done as the very first step.
As has already been pointed out by espresso, you do not need a wi-fi code! Just plug your laptop in by ethernet and retest.
You're not going to make any progress until you conduct these simple tests.

espresso

usignuolo wrote: »

I cannot run test on my laptop as she does not have a wifi log in code I can use.

Please stop trying to help your sister with this problem because your input is counter productive.

It is hard to believe that your sister could possibly be less knowledgeable than yourself on this and she hopefully is capable of following the simple logical fault finding steps advised.

Your total lack of understanding and your inability to understand simple instructions that you have been given, demonstrates that you should definitely leave this problem to your sister and Plusnet to resolve!

bod1467

I had previously posted in this thread with a link to a PDF file that gives simple, easy to follow troubleshooting tips. However as this is hosted on my own website MSE are deleting any posts with that link, as they are classing it as self-promotion.

JenniWR

usignuolo wrote: »

Not sure what you mean by "BT test socket behind the master socket split faceplate on socket behind base plate."

I have already explained how to do this 30 second job - please check the link in my post:

JenniWR wrote: »

Please, test from the test socket with a new filter! This is a 30-second job (click here). This rules out internal wiring.

Note that "she hasn't changed anything" means nothing at all. If she has not changed anything, she clearly hasn't maintained anything. Faults occur, things break. Has she tried a new router? I'm sure Plusnet can supply one if she pays P&P.

usignuolo wrote: »

I cannot run test on my laptop as she does not have a wifi log in code I can use.

As mentioned, you do not need to connect wirelessly (in fact, you shouldn't, as it will not give accurate results!) However, should you want to, the Wi-Fi code is written on the back of the Plusnet router, as indicated on their website. Guess how I found that? GIYF.

brewerdave

....just to defend the OP on ONE point - not everyone has a modern master socket (with the test socket behind) - until recently I didn't even haven a proper master socket,because the original BT installation was set up as a star from the external junction box.
Also some modern houses don't have an internal master socket because they are supplied from an external NTE5 which houses the test socket for BT engineers to use but not the householder.