Plusnet Fibre Upload speed reduction

kwikbreaks

20aday wrote: »

I say that because a) if I use the micro-filter the router loses it's connection to xDSL (orange light with the red 'b' signal) and b) if I use the dedicated xDSL slot on the faceplate and make a phone call it also loses the data signal.

You should not be using a filter with a double outlet faceplate. The telephone output socket is filtered in the faceplate and you'll never get an internet connection from it. You should only use the little socket on the faceplate with the modem cable you were supplied with,

I'm 100% convinced now that you have a line fault . Your problem will be in getting the front end support guy to accept that as they are not overly technically literate.

The type of line fault you have will only be apparent with the router connected so don't bother with checking for noise using only the inner socket because it's unlikely you'll hear any.

See what the full BTw speedtest/line check says - http://speedtest.btwholesale.com/ If the second part reports an issue which it should then PN will accept that. If it doesn't because the profile has been set low because of the error you'll need to go ahead with the voice fault reporting. You could try complaining on the PN community as there are technically competent staff on there - https://portal.plus.net/index_nlp.html

MoneyMate

PiratePete wrote: »

About 3 years now - Best move I ever made ! Was on BT but there Indian call centre policy sent me to plusnet, every time i have used it I can understand what they are saying and they have always sorted any problem !

Totally agree Pirate Pete, I was with Virgin Media the foreign call centers also drove me mad, one of the reasons for leaving.

20aday

kwikbreaks wrote: »

You should not be using a filter with a double outlet faceplate. The telephone output socket is filtered in the faceplate and you'll never get an internet connection from it. You should only use the little socket on the faceplate with the modem cable you were supplied with,

I'm 100% convinced now that you have a line fault . Your problem will be in getting the front end support guy to accept that as they are not overly technically literate.

The type of line fault you have will only be apparent with the router connected so don't bother with checking for noise using only the inner socket because it's unlikely you'll hear any.

See what the full BTw speedtest/line check says - http://speedtest.btwholesale.com/ If the second part reports an issue which it should then PN will accept that. If it doesn't because the profile has been set low because of the error you'll need to go ahead with the voice fault reporting. You could try complaining on the PN community as there are technically competent staff on there - https://portal.plus.net/index_nlp.html

It's been some years since I've had a copper telephone line set up so (without checking first) assumed there'd be some form of broadband signal still if I tried the micro-filter without having the cable plugged into the dedicated socket.

I've run the BTW speed test/line check and it's reporting no issues/errors on there; I've removed the face plate, plugged in a corded phone and ran the quiet line test and there's still noise on the line.

I've been in contact with Plusnet and they've booked me an engineer for this coming Tuesday.

Thanks for the replies though-appreciate it! :beer:

kwikbreaks

20aday wrote: »

It's been some years since I've had a copper telephone line set up so (without checking first) assumed there'd be some form of broadband signal still if I tried the micro-filter without having the cable plugged into the dedicated socket.

No the double socket faceplates are filtered so there is only voice on the standard phone socket. You could have plugged the filter into the inner socket and then it should work. The usual problem is a bad joint and that can rectify the xDSL signal so you hear the level changes as audio - just like a crystal radio set.

I'm surprised you heard the noise without any router connected - it must be a really poor line or just possibly FTTC is always transmitting the VDSL signal unlike ADSL which only does so with a modem/router on the line.

What speed did they quote when you got the product, what did the BTw tester say your profile speed was and what are PN saying it is - https://portal.plus.net/my.html?action=data_transfer_speed

I had a similar fault to yours on ADSL some years ago and they never did fix it so I went to cable instead. When I got thoroughly fed up with VM I took FTTC on a fresh phone line.

20aday

kwikbreaks wrote: »

No the double socket faceplates are filtered so there is only voice on the standard phone socket. You could have plugged the filter into the inner socket and then it should work. The usual problem is a bad joint and that can rectify the xDSL signal so you hear the level changes as audio - just like a crystal radio set.

I'm surprised you heard the noise without any router connected - it must be a really poor line or just possibly FTTC is always transmitting the VDSL signal unlike ADSL which only does so with a modem/router on the line.

What speed did they quote when you got the product, what did the BTw tester say your profile speed was and what are PN saying it is - https://portal.plus.net/my.html?action=data_transfer_speed

I had a similar fault to yours on ADSL some years ago and they never did fix it so I went to cable instead. When I got thoroughly fed up with VM I took FTTC on a fresh phone line.

I was quoted the following when signing up to PN (same as within the portal):

Phone exchange:
LANGLEY MILL
Estimated line speed:
79Mb (This may vary between 60.9Mb and 79.1Mb) - Checked on 2016-05-10 23:02:32
Current line speed:
78 Mb

And the BTW checker returns:

Download speeds: 37.19
Upload speeds: 1.83
Ping Latency: 22.63

Was a previous VM customer but where we've moved to doesn't have their services. It's a new line per se because the previous occupants had cancelled the old one.

Gloomendoom

How far are you from the "green box"?

kwikbreaks

It looks to me like you've either been capped to the 40/2 product at the Plusnet end or there could be a line problem as you say there is noise present and the internet got dropped when you made a call.

You didn't say what https://portal.plus.net/my.html?action=data_transfer_speed shows

20aday

This is what the above URL returns:

Postcode:
Phone exchange:
LANGLEY MILL
Estimated line speed:
79Mb (This may vary between 60.9Mb and 79.1Mb) - Checked on 2016-05-10 23:02:32
Current line speed:
78 Mb

My nearest cabinet is at the top of the road (around 30 metres away, if that).

Am also wondering if Plusnet have capped me to the 40/2 product even though I've signed up for the Unlimited Fibre Extra.

Rooster_Norwich

Same problems here, Ive been a PlusNet customer since April 2014 and obtaining download speeds (Ethernet/Wired) of around 47Mb and Upload of 7Mb. Not had a problem till around a few weeks agao and now I get buffering when I watch iPlayer if the lad is also using Xbox, I NEVER used to get that. Download speeds (wired) have dropped by a minimum of 10mb and u;load is now 1.8m.

Mobile phone Wifi speed has dropped from 37mb to 21Mb download speed.

PlusNet apparently say that when I renegotiated my contract back in June 2015 I was put on a lower package. Why would I choose a lower package if I knew what my internet load was going to be. Why also has it taken almost a year for them to degrade my service?

Not a happy bunny with Mr PlusNet, I'm afraid the CEO Mr Andy Baker is losing the trust of some of his customers. I may remind him of the statement on the footer of the PlusNet website,

"We'll do you proud - We're a Sheffield-based broadband and phone provider, selling services to homes and businesses across the UK. We believe that paying less shouldn't mean a compromise in service."

MoneyMate

Have a word on Plusnet Community with MattyC
Plusnet Help Team Plusnet Help Team
Posts: 2,576
Thanks: 61
Fixes: 15
Registered: ‎10-04-2014
IT WORKED FOR ME

Sounds so Familiar Rooster_Norwich :beer:

Good Luck sometimes it depends on who you speak too.