Speed reset please

[#1]

Hi,

I've been a Plusnet member for years - I'm also a radio ham and there's often a lot of RF floating around in my shack.

When I first signed up, I'd be connected at 74/19 and generally always get a download around 72.

Now I see I'm connected at 67/19 and barely getting around 55 download.  I've had issues with RF causing the internet to drop from time to time and so I think that the system has gradually reduced my speed.

Is it possible to get a reset so that the system can re-learn my speed please?  Hopefully that'll push things back to how they were.

Thanks.

[#2]

Hi @Feek 

Our tests are showing something known as a bridge tap which might not be helping matters either.

Can you confirm the make of phone socket you have at the moment?

[#3]

Hello Matthew,

Here's the socket I'm connected to, I believe it's the master.

Thanks.

[#4]

Thanks for that @Feek 

Are you able to unscrew the two screws on the bottom half of the faceplate?

If you can do that you should be able to pull the bottom half away which should expose another socket.

Once you've done that could you connect the router to that socket?

[#5]

Sure, that was done at 11:57 and I'm back connected now.  Router is still showing 19,999 / 66,990 Kbps and a speedtest is reporting 55/15 ish.

Thanks.

[#6 · Accepted solution]

Thanks for getting back to us there. Yeah the speed from our side is showing the same and it is below the minimum guaranteed. We are going to need to get an engineer out. When would you be free for one?

[#7]

@willcutforth Oh that's good.  Well, it's not good that it's slow but it's good that it can be addressed by an engineer.  I work from home so pretty much any time is good for me, thanks.

[#8]

Afternoon @Feek just before I get it booked in for you, I have to ask for pictures of the set up because I have to clear everything up there. I don't think there will be anything but we have to clear everything up. Are you able to send it in for me please?

[#9]

Of course, I can take any pictures you want, what exactly do you need?

[#10]

Literally the last thing is a picture of the router and where it is placed.

[#11]

OK, this may not be what you're expecting.  It's a Draytek 2865 and it's on the bench above the socket which is at floor level.

[#12]

No that's fine thanks for that! I can get an engineer between 8 and 1 tomorrow if you want?

[#13]

That works for me, thanks. Do you need me to put the faceplate back on the socket or leave it as is?  I assume it's Openreach who will be out?

[#14]

All booked in for you! You can choose how you want to leave it but I advise to leave it off for now just to see how it goes!

[#15]

OK, he's been.  He didn't find any problems with the line but he's replaced the socket as it was so old and done a reset on the line.  I'm now synced at 19/78.4 so we'll see how it goes as it re-learns.  Hopefully it won't drop too far.

Thanks for your help.