topic Re: How long before my speed increases? in Broadband

How long before my speed increases?

mantis — Sun, 31 Jul 2022 06:17:56 GMT

We had a fault on our line for the last few weeks. We had no dialling tone and the speed of the fibre internet dropped to 10Mbps.

An openreach engineer came and repaired the phone yesterday but the Fibre broadband has not gained any speed and is nowhere near the 34Mbps we used to get.

Will this settle over the next few days or do i need to keep on at Plusnet to get this improved.

Thanks to anyone who can shed any light on this for me.

Chris

Re: How long before my speed increases?

jab1 — Sun, 31 Jul 2022 06:35:11 GMT

Give it a couple of days, and if there is no improvement, ask PN to check everything is OK.

Re: How long before my speed increases?

mantis — Sun, 31 Jul 2022 06:43:15 GMT

Cheers John,

The connection has been sold for a few years now so i had forgotten the process. I seemed to remember that it took a few days to reach the max connection speed.

Chris

Re: How long before my speed increases?

RealAleMadrid — Sun, 31 Jul 2022 08:20:45 GMT

@mantis Because of the line fault your speed could be banded, that is capped at a low level. Details of the router line stats would help to check this. I believe the Help Desk page on the Hub1 shows this info. Other routers will be different.

Banding generally does not go away without intervention from Plusnet who will action a DLM reset.

Re: How long before my speed increases?

Gandalf — Mon, 01 Aug 2022 13:22:37 GMT

Hi Chris,

I'm really sorry to see your speed is really slow. I've tested your line today and the tests are showing a potential external fault, so I've raised this to Openreach to investigate further. We'll update you as soon as we know more.

Re: How long before my speed increases?

mantis — Mon, 01 Aug 2022 19:59:24 GMT

Cheers Gandalf,

We had an Openreach engineer here on Sat and he fixed the landline. I assumed that the broadband would get back up to speed as well but no dice i guess.

Thanks for opening a ticket for the issue.

Chris

Re: How long before my speed increases?

Gandalf — Wed, 03 Aug 2022 12:12:12 GMT

No problem Chris,

I've just had a look at the fault and can see it's still in hand with Openreach. Haven't got any updates yet but we should hopefully have something over the next day or so.

Let me know if you hear anything.

Cheers

Re: How long before my speed increases?

mantis — Tue, 09 Aug 2022 17:02:25 GMT

Hi Gandalf,

I still have a speed fault on the line I have spoken to the tech team and they seem to be on top of it so fingers crossed it gets sorted soon.

Th only other issue is that I signed up to extend my contract while the fault was active so my new minimum guaranteed speed has been set really low. I was a bit concerned about this in case I have future speed issues but I think that the person in retentions understood this and was going to put a note on my account that it should be reviewed once the fault is cleared.

Chris

Re: How long before my speed increases?

mantis — Tue, 09 Aug 2022 18:29:00 GMT

I am totally confused now. Spoke with someone in Tech who said that they could still see a fault and then 40 minutes later i get a message saying that the fault is resolved and everything is fine. I am still not getting the minimum speed that i should on my current contract and according to the BT speedtest site

Download speed achieved during the test was 28.66 Mbps
For your connection, the acceptable range of speeds is 20-30.01 Mbps
Your DSL Connection Rate: 0 Mbps(DOWN-STREAM),0 Mbps(UP-STREAM)
For your connection, the maximum achievable download speed is 30.01 Mbps
IP Profile for your line is 30.01 Mbps

I have an email from when my last contract started saying

Your estimated line speed range is from 38 - 40 Megabits per second and your minimum guaranteed speed is 30.9Mbps.

Re: How long before my speed increases?

Gandalf — Wed, 10 Aug 2022 09:31:43 GMT

Hi Chris,

Ah sorry to see you're still having speed issues. From what I can see the tests weren't showing any issues yesterday so we believed this to be sorted, but I've just tested your line now and the tests are showing a fault at the cabinet.

I've reported the fault back through to our suppliers and they've come back advising they're already aware of the problem. The fault's affecting multiple lines in your area and they're working to resolve as soon as possible.

As for your minimum guaranteed speed, I'm afraid we can't manually change this and for some odd reason it's 8.6 mbps. It may be worth calling us on 0800 013 2632 to cancel the renewal and reprocess it either straight away or after the fault's resolved. I've left notes on your account to this effect as well!

Let me know how it goes.