topic Re: Speed capped to 39.99 in Broadband

Speed capped to 39.99

sweeep1963 — Sun, 13 Aug 2023 08:16:11 GMT

I've noticed that since our contract renewal, our speed is now capped to 39.99 mbps. We could usually achieve 5 or so more than this. Is there anything that can be done?

Re: Speed capped to 39.99

jab1 — Sun, 13 Aug 2023 08:19:44 GMT

@sweeep1963 Are you on Unlimited Fibre, or Unlimited Fibre Extra?

Re: Speed capped to 39.99

sweeep1963 — Sun, 13 Aug 2023 08:32:26 GMT

We are on Fibre Extra

Re: Speed capped to 39.99

jab1 — Sun, 13 Aug 2023 08:34:16 GMT

OK. Can you post the result of https://www.broadbandchecker.btwholesale.com/#/ADSL - hiding your phone number, please?

Re: Speed capped to 39.99

sweeep1963 — Sun, 13 Aug 2023 08:43:37 GMT

Sure, here it is:

Re: Speed capped to 39.99

jab1 — Sun, 13 Aug 2023 08:50:04 GMT

You should be doing better than that. Sorry for asking for more detail, but can you give us the detail from

the broadband connection status from your Hub (with the 'Username' obscured)

For the Hub One -

Navigate from the Home Screen to Troubleshooting > Helpdesk

For the Hub Two -

Navigate from the Home Screen to Advanced Settings > Technical Log > Information

Re: Speed capped to 39.99

sweeep1963 — Sun, 13 Aug 2023 08:58:56 GMT

No worries. Unfortunately I'm not using the Plusnet Hub at the moment and am unable to view modem stats as the setup I had allowing me to do that was causing issues. The 39.99 sync reported on dsl checker seems in keeping with the real world speed tests I'm getting though.

Re: Speed capped to 39.99

jab1 — Sun, 13 Aug 2023 09:02:46 GMT

What setup do you have - there must be some detail somewhere. Without more information.there is little I can suggest, but it appears you have been capped for some reason.

Re: Speed capped to 39.99

sweeep1963 — Sun, 13 Aug 2023 09:06:35 GMT

I just have a modem & router combination but at the moment no cable plugged into the modem to give stat reporting. I'm absolutely sure we have been capped ever since the contract renewal so ideally need a member of staff to help out.

Re: Speed capped to 39.99

jab1 — Sun, 13 Aug 2023 09:12:24 GMT

OK - which modem, which router? Staff response over the W/E is extremely slow - and not much faster during the week, but if you don't want Community help, just say so.

Re: Speed capped to 39.99

willcutforth — Tue, 15 Aug 2023 10:11:00 GMT

It seems to be capped at 40 so if you leave it with me I will get this sorted @sweeep1963

Re: Speed capped to 39.99

willcutforth — Tue, 15 Aug 2023 10:17:56 GMT

Ive reset it so give it 24 hours and then do a reboot and see how it goes from there

Re: Speed capped to 39.99

sweeep1963 — Tue, 15 Aug 2023 10:22:05 GMT

Brilliant thank you, the speed has already gone up

Re: Speed capped to 39.99

willcutforth — Tue, 15 Aug 2023 11:08:57 GMT

Awesome glad to hear it. Do you need anything else at the min?

Re: Speed capped to 39.99

sweeep1963 — Tue, 15 Aug 2023 11:56:39 GMT

No that's all. Thanks again for sorting that!