topic Re: Not getting minimum speed. in Broadband

Not getting minimum speed.

rbellamy420 — Fri, 17 Sep 2021 09:43:51 GMT

I recently switched to fibre broadband, the switchover date was yesterday and I'm getting less than the minimum speed. I was just wondering, I know when you first start getting broadband, there's a 'settling' period of about 10 days or say, is this the same when you upgrade? Thanks

Re: Not getting minimum speed.

jab1 — Fri, 17 Sep 2021 10:49:23 GMT

Welcome to the forums, @rbellamy420 . Did you merely switch from a Plusnet ADSL connection or did you change suppliers as well?

As an initial check, can you post a screenshot of the 'Help Desk' tab on your router?

Re: Not getting minimum speed.

rbellamy420 — Fri, 17 Sep 2021 10:58:29 GMT

Hi, I was a customer already, getting around 36mbs download but then I got an email with an offer to upgrade to unlimited fibre extra with guaranteed speeds of around 63-66mbs. The highest I've hit so far is around 50mbs download through the WiFi and around 41mbs on ethernet when going through my playstation.

Re: Not getting minimum speed.

rbellamy420 — Fri, 17 Sep 2021 11:13:24 GMT

Re: Not getting minimum speed.

jab1 — Fri, 17 Sep 2021 11:14:34 GMT

OK , so one of my ideas is out of the window.

It would still be good to see your Help Desk information - might give us a clue.

Speeds via Wi-Fi will always be a little lower, but I am confused here - you are getting more via Wi-Fi than via a wired connection?

Re: Not getting minimum speed.

rbellamy420 — Fri, 17 Sep 2021 11:16:05 GMT

Yeah sorry I was using my phone for this but couldn't for the life of me work out how to upload of screen shot so I've had to go on my pc, it should have uploaded now

Re: Not getting minimum speed.

jab1 — Fri, 17 Sep 2021 11:21:13 GMT

Can you please run this test BTW Performance Tester by both a wireless and wired connection, including the 'Advanced Diagnostics' - if it will complete, and post screenshots?

Are you leaving the router connected permanently - it is showing a very low up-time?

Re: Not getting minimum speed.

rbellamy420 — Fri, 17 Sep 2021 11:31:01 GMT

EthernetWifi

Re: Not getting minimum speed.

rbellamy420 — Fri, 17 Sep 2021 11:31:39 GMT

Hi, I'm keeping the router switched on at all times

Re: Not getting minimum speed.

jab1 — Fri, 17 Sep 2021 11:39:49 GMT

Thanks for those details - there is definitely something strange going off here, but it needs PN Help Team intervention. If you are leaving the router on all the time, with that stats as showing on your Help Desk screenshot, there appears to be problems somewhere (possibly) in the BT network, which will be affecting your speeds.

Sorry I can't really be of further help, but this will get picked up by PN staff.

Re: Not getting minimum speed.

rbellamy420 — Fri, 17 Sep 2021 11:41:28 GMT

No that's brilliant I'm grateful for the help. I'm not great with stuff like this. Thank you

Re: Not getting minimum speed.

RichardB — Fri, 17 Sep 2021 11:45:08 GMT

Hi
50 Mbps is about the maximum throughput speed for a line synching at 57 Mbps.
57 Mbps is reported as the data rate in message 4.
As the synch speed is below the Plusnet guranteed speed, you would need to follow the faults process at:
https://faults.plus.net
Regards
Richard

Re: Not getting minimum speed.

rbellamy420 — Fri, 17 Sep 2021 11:52:45 GMT

Thank you, I've done now. Hopefully I'll get somewhere.

Re: Not getting minimum speed.

adam945 — Fri, 17 Sep 2021 15:40:54 GMT

Hi @rbellamy420

Thanks a lot for reaching out and I'm really sorry to hear that you're having problems with your line speed. I've just had a look into the line and can indeed see that it's syncing well below your Minimum Guaranteed Speed at the moment.

The order to upgrade your broadband did complete yesterday, but the profile on the line appears to be stuck. I'm made a quick note of the account on my end and will review it again on Sunday to see if it's budged. If not, I'll raise a DLM reset request to get this sorted.

Re: Not getting minimum speed.

rbellamy420 — Fri, 17 Sep 2021 15:43:53 GMT

That's great, thank you so much

Re: Not getting minimum speed.

rbellamy420 — Mon, 20 Sep 2021 10:50:44 GMT

Hi just wanted to update, you said if it hadn't changed by Sunday you would raise the issue and it still hadn't got better by Sunday but I gave it an extra day and it still hasn't improved.

Re: Not getting minimum speed.

TheMightyAJ — Mon, 20 Sep 2021 16:33:13 GMT

Hi @rebellamy420,

I'm sorry to hear that's the case. When was the last time you had the chance to test the line on your end of things? We've run some tests this afternoon and we haven't detected any issues, with the speeds now appearing to be above the MGALS.

Re: Not getting minimum speed.

rbellamy420 — Mon, 20 Sep 2021 16:38:06 GMT

Hi I tested them after the email at around 3pm and I've tested them a few times again. It's always under 60mbs.

Re: Not getting minimum speed.

BD — Tue, 21 Sep 2021 07:37:55 GMT

Hi @rbellamy420, thanks for getting back to us. I can confirm when testing your connection from this side currently we can see 64Mbps download and 18.8Mbps upload reaching your router currently. Although this looks to be close to the estimates we have for your line, it's still below where we'd expect the speeds to be.
In which case, I've updated the fault on your account which requires your attention and can be seen here.

Please give us a nudge on here once commenting on your fault ticket with the required information as we'll be happy to pick this up and progress this issue further for you.

Re: Not getting minimum speed.

rbellamy420 — Tue, 21 Sep 2021 10:18:14 GMT

Hi sorry about this but for some reason I can't open the ticket information.