topic Re: All my neighbours are offered faster internet packages in Broadband

All my neighbours are offered faster internet packages

Spangles — Sun, 25 Jan 2026 15:46:28 GMT

I live in a small block of flats. My flat # is in the 20s, on the first floor.

I've had slow internet from Plusnet for a few years now, but accepted it because no other provider was offering anything faster. My package has an "18 - 29Mb estimated download speed" and a "15.8Mb minimum guaranteed speed", and sure enough, we usually get around 17 - 18 Mb downloads.

For the first time, I tried adding my neighbours' addresses in to see what they are offered (flats I share a wall with on either side, or are directly below me). Without exception, they are offered double the download speeds I am offered, including more than double the minimum guaranteed speed i.e. 36.4Mb.

While I suppose it's possible the routing of the copper wires to my flat goes much farther, that doesn't really make sense given our layout. Could this be (and I'm maybe not using the correct terminology here) they are all pair-bonded at the cabinet/exchange and I am not?

What could I do next, do you think? I'd like to have as much info to hand as possible before I chase this up with Plusnet further.

Re: All my neighbours are offered faster internet packages

PhilipHeyes — Sun, 25 Jan 2026 17:13:05 GMT

Openreach have FTTC speed brackets 38/52/76 Mbps.

"Up to" about these speed steps can be given when there is no current information available about how the line actually performs.

Up to is the critical phrase.

Re: All my neighbours are offered faster internet packages

jab1 — Sun, 25 Jan 2026 17:36:05 GMT

@Spangles What does https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome say for your address - a screenshot, hiding your address, attached to a post, would help us to offer advice.

Which router are you using?

Re: All my neighbours are offered faster internet packages

Spangles — Sun, 25 Jan 2026 18:34:48 GMT

Top is my address, bottom is my neighbour's (we share a wall)

Re: All my neighbours are offered faster internet packages

jab1 — Sun, 25 Jan 2026 18:37:19 GMT

Thanks - I'll need to get those shots released, so will be back as soon as possible.

Re: All my neighbours are offered faster internet packages

HPsauce — Sun, 25 Jan 2026 18:44:51 GMT

If there is significant evidence to suggest a broadband line is not performing as "it should" the usual next step would be to post some line stats from the router.

No need to wait for those comparison images, you could do that now, it would almost certainly be instructive. (It's a text copy and paste)

Re: All my neighbours are offered faster internet packages

MisterW — Sun, 25 Jan 2026 18:45:35 GMT

I'll need to get those shots released

There you go...

Re: All my neighbours are offered faster internet packages

jab1 — Sun, 25 Jan 2026 18:54:42 GMT

@Spangles I agree with @HPsauce , your router stats would be extremely useful, please.

Re: All my neighbours are offered faster internet packages

Spangles — Sun, 25 Jan 2026 19:12:08 GMT

Ah. Unfortunately I am travelling and won't be home for a week. I received a contract renewal email from Plusnet, which prompted me to look at this now. Will it be an issue to let this thread sit for a week until I get home?

Also, if I log into the router at home, what am I looking for regarding the stats?

Re: All my neighbours are offered faster internet packages

jab1 — Sun, 25 Jan 2026 19:20:39 GMT

Not a problem, @Spangles , providing you are thinking of staying with PN.

Providing you are using a PN router, we need to see either the 'Help Desk' page (Hub1) or Technical Log - Information page (Hub2). In both cases, obscure your username.

Re: All my neighbours are offered faster internet packages

Spangles — Sun, 25 Jan 2026 19:29:36 GMT

That's great, thanks for all the info.

Re: All my neighbours are offered faster internet packages

HPsauce — Sun, 25 Jan 2026 20:30:21 GMT

As an example this is the Technical Log from my Hub 2, copied down to just before the username and omitting ID details.

Product code: Plusnet Hub Two

Serial number: DELETED

Firmware version:v0.10.00.04201-PN

Firmware updated Unknown

Board version:R01

GUI version:1.9 16_08_2022

DSL uptime:20 Days 4 Hrs 22 Mins

Data rate:12.702 Mbps / 67.866 Mbps

Maximum data rate:12.605 Mbps / 67.805 Mbps

Noise margin:5.4 / 2.9

Line attenuation:10.5 / 18.4

Signal attenuation:10.5 / 20.4

VLAN id:101

Upstream error control:Off

Downstream error control:Off

Data sent / received:10.8 GB Uploaded / 90.2 GB Downloaded

Re: All my neighbours are offered faster internet packages

Spangles — Sun, 25 Jan 2026 20:39:12 GMT

Thanks for the help!

Re: All my neighbours are offered faster internet packages

Baldrick1 — Sun, 25 Jan 2026 23:16:49 GMT

@HPsauce wrote:

If there is significant evidence to suggest a broadband line is not performing as "it should" the usual next step would be to post some line stats from the router

If a line does not perform as well as neighbours over a long term then the availability checker gets the slower figure registered anyway. I have had experience of this happening.because of a problem with extension wiring. After I installed a filtered faceplate and so isolated the extension, the SNR shot up. Over the next weeks the DLM did its thing and the speed increased. It took many months before the Availability database updated.
The problem with reporting a fault at the moment will likely be: “the computer says you are achieving the MGALS so there’s nothing wrong”.

Re: All my neighbours are offered faster internet packages

Spangles — Wed, 04 Feb 2026 14:10:18 GMT

Hello all! I am now home from my trip and can add the router info needed. Hope you can still help. Here is my technical log:

Product code: Plusnet Hub Two
Serial number: +108417+2147013692
Firmware version: v0.10.00.04201-PN
Firmware updated: 5-Jun-2023
Board version: R01
GUI version: 1.9 16_08_2022
DSL uptime: 29 Days 1 Hr 3 Mins
Data rate: 4.999 Mbps / 25.553 Mbps
Maximum data rate: 6.698 Mbps / 24.985 Mbps
Noise margin: 8.7 / 5.6
Line attenuation: 11.7 / 26.4
Signal attenuation: 11.7 / 29.6
VLAN id: 101
Upstream error control: Off
Downstream error control: Off
Data sent / received: 23.6 GB Uploaded / 231.8 GB Downloaded

Re: All my neighbours are offered faster internet packages

Spangles — Wed, 04 Feb 2026 14:27:41 GMT

Seems like I am now able to repost to this thread. Didn't seem to work yesterday. Apologies for double posting.

Moderator's note: Duplicate removed

Re: All my neighbours are offered faster internet packages

Baldrick1 — Wed, 04 Feb 2026 14:37:46 GMT

@Spangles

Do you have any extension wiring in the property? Are you connecting the router to an extension?

To check that this is not an internal wiring fault take the front off the BT Master socket. It either clips off or is held on with two screws, In behind you will find the Test socket. Connect the router DSL lead directly to this and report back the event log. If this has found a problem you may not immediately see an improved speed but the Noise Margin may increase pending the DLM increasing the speed..

Re: All my neighbours are offered faster internet packages

Spangles — Wed, 04 Feb 2026 15:15:26 GMT

No extension wiring, the modem is plugged into the box at the front door. Cable to the modem is maybe a couple metres long.

The box has a phone/dsl splitter and is labelled "Openreach Mk 4". I unclipped the front but I don't see a test socket, only a central socket that the phone/dsl lines merge to. It's the wrong plug type for me to plug into. Picture attached.

Re: All my neighbours are offered faster internet packages

Baldrick1 — Wed, 04 Feb 2026 15:20:12 GMT

@Spangles

That’s the test socket. You need a plug in filter to use as an adapter. One should have come with the hub.

Re: All my neighbours are offered faster internet packages

jab1 — Wed, 04 Feb 2026 15:21:46 GMT

@Spangles You need a filter to plug into the test socket. See attached image.