Some assistance please

[#1]

Hi Admins et al

Firstly - I've got a fixed IP address.

The router is rebooting on average every two days and I've gone from a downstream of 34/36 to 26.16mbps - which I believe is below the handback threshold for the line.

Would it be possible for someone to look into this? Reboots happen when you least need them and the download speed is to the point of painful.

Many thanks in advance!

Rob.

[#2]

Hi @robf, thanks for getting in touch and I'm sorry to hear you've been seeing issues with your connection recently.

Testing your connection from this side I'm not seeing any underlying faults or causes of the drops or loss of speed you've seen however I can see there looks to be intermittent errors flaring up at times that could very well be behind both the drops and loss of speed. Our testing from this side isn't identifying the location of the fault so I'd recommend firstly running through a few checks your side first of all that will rule a number of internal factors out that could be behind this.

Firstly, if you use your landline phone, have you noticed any noise or dropped calls at all recently?

I'd advise then going through the  basic checks here: http://goo.gl/p2tpvL
 

And if that doesn't help the next thing would be to rule your internal wiring out by plugging the connection into your test socket which is under the faceplate of your master socket and seeing if the drops and speed issues stop. This rules out internal wiring, face plates and extension sockets as being the cause. How to locate the test socket and set your connection into it can be found here:
https://community.plus.net/t5/Library/Testing-From-The-Master-Socket/ba-p/1322242

Let us know how it goes and if the issues look to persist.

[#3]

Apologies for the late reply.

I did what you said and it didn't make any difference so I've been using my old BT router to see if this would yield an improvement.

When I first joined plusnet I was enjoying download speeds of 32 - 34 with a connection speed of 36 - 38. It has slowly got worse as time has progressed.

I've now got a connection speed of 27 with a download speed of 23 - 24, which you'll agree is poor compared to what I used to experience.

I'd appreciate your help with this.

Rob F

[#4]

Hi Rob, I'm sorry to see you're still having speed issues.

From what I can see your speed's what's known as banded at 27.4mbps so I've arranged for your line to be reset now to remove this which should increase it within the next 3 working days.

If you're still having issues following this, let us know as we may need to arrange an engineer visit to take a closer look. 

[#5]

Much appreciated!

I'll let you know what happens

Rob.

[#6]

No problem Rob, aye keep us posted

[#7]

Hi @Gandalf 

Quick update for you!

Watched the downstream sync speed increase over a few days to 36.73! - much better now!

BT Speed tester is giving me just under 30mbps - does that sound ok to you at 36 down ? Not sure if it should be a little higher, possibly something to do with me having a fixed ip address?

Best,

Rob.

[#8]

Hi @robf,

I'm glad to hear the speeds have improved since we put through the changes When you've tested for those speeds, have you been connecting over Wi-Fi or Ethernet cable? Regardless, the fact that they're above 27.4Mbps would suggest the changes have been successful.

[#9 · Accepted solution]

Downstream has now increased to 38!

With a download speed of 31/32

I'll take that!

Thank you both your help!!

Rob.

[#10]

Excellent! I'm glad to see your speed's increased further Rob.

No problem, let us know if you have further issues or there's anything else you'd need help with.