topic Re: Download speeds slower than guaranteed. in Broadband

Download speeds slower than guaranteed.

JohnLHolland — Tue, 28 Nov 2023 01:52:41 GMT

Hi there, I'm a long time customer to Plusnet and have been on the Unlimited Fibre package for many years and though the package used to offer faster download speeds before Plusnet downgraded it, it should still be giving a minimum of 36 Mb as per the current version of the package. Recently however I seem to be getting a much slower connection of around 22 Mb, which has been consistent for the last few weeks now.

I'm hoping I'll be able to resolve the issue here on the forums without having to contact support if possible, so any help is appreciated.

Re: Download speeds slower than guaranteed.

jab1 — Tue, 28 Nov 2023 07:01:20 GMT

First thing to check: Is your phoneline clear? Dial 17070 (preferably from a corded phone), select option 2. Once your phone number is confirmed, there should be silence on the line except for the regular 'Quiet Line Test' message - any other noise, report a PHONE problem via: https://www.plus.net/help/report-a-problem/phone/

If the phone test passes, report a broadband problem via: https://www.plus.net/help/report-a-problem/broadband/

Let us know the result - if the tests come back as clear but you still have a problem, we need to investigate further.

The above assumes you still have 'normal' landline connection - if you have a SOGEA (internet only) one, just use the second link to report a network issue.

Re: Download speeds slower than guaranteed.

Baldrick1 — Tue, 28 Nov 2023 08:51:21 GMT

Moderator's note:
Thread moved from Full Fibre to Broadband

Re: Download speeds slower than guaranteed.

JohnLHolland — Tue, 28 Nov 2023 18:44:23 GMT

Thanks for the response. Is there any other way of doing a line test without a corded phone as I don't own one? That said, I would have thought it wasn't a phone line issue as the internet speed is consistent and stable, just slower than what I should be getting.

Re: Download speeds slower than guaranteed.

jab1 — Tue, 28 Nov 2023 18:49:21 GMT

Which router do you have? Pity you done have a phone (at all?) as a line test is useful.

Re: Download speeds slower than guaranteed.

JohnLHolland — Tue, 28 Nov 2023 20:45:37 GMT

I have cordless handsets, so I can try doing a line test with that if it'll still do something at least. My router is the Plusnet Hub One.

Re: Download speeds slower than guaranteed.

jab1 — Tue, 28 Nov 2023 20:51:22 GMT

OK, that is useful - the original text I posted said a corded handset was preferable, not essential.

Can you also post this page from your Hub, obscuring your personal details?

Re: Download speeds slower than guaranteed.

JohnLHolland — Tue, 28 Nov 2023 23:45:23 GMT

Apologies for not reading your previous message properly. I've done the line test and there was no noise.

I've attached the info requested. Thanks.

Re: Download speeds slower than guaranteed.

jab1 — Wed, 29 Nov 2023 07:04:42 GMT

Thanks for that information. If the phone was silent during the tests, please use the second link provided and report a broadband fault - from the Help Desk shot above, you have an Openreach network issue which requires investigation/rectification.

As well as the comment re Openreach, you are uploading masses of data, which will be impacting your download speed.

Re: Download speeds slower than guaranteed.

JohnLHolland — Wed, 29 Nov 2023 13:52:25 GMT

I do occasionally stream on Twitch as well as you use torrents, so I assumed that was what most of the upload data would be. I'll report an issue regardless, thanks for your responses.