topic Re: Please Check My Speeds New Customer in Full Fibre

Please Check My Speeds New Customer

CoolBreeze99 — Thu, 04 Sep 2025 16:23:54 GMT

Hi my service just went live today, I had ordered the 145/30 FTTP Package and it is working fine but after getting a message in my account asking if i wanted to change to 300 i decided to just do it

I got confirmation to say its all working and my account now showing I'm on the 300/165 package but my speeds are still only reaching 145/30 I could be jumping the gun here as it did say it might take a few days to settle I just wanted someone to check it over for me in the case it might be stuck on the first packaged I signed for.

If its not too much trouble can someone check it or maybe give it a restart on your end?

Many Thanks.

Re: Please Check My Speeds New Customer

CoolBreeze99 — Thu, 04 Sep 2025 16:32:10 GMT

Just wondering does the router you supply support 300 or will I need another new router ?

Re: Please Check My Speeds New Customer

outcast — Thu, 04 Sep 2025 16:51:41 GMT

@CoolBreeze99 wrote:

I'm on the 300/165 package but my speeds are still only reaching 145/30

No, the 300Mbps package is 300/50 and not 300/165 - the 165 is the minimum guaranteed speed for 300Mbps package.

When you run a speedtest on a computer connected to your router with an ethernet cable, what UPLOAD speed do you get?

If you get around 30Mbps, then you're likely still on 145/30,

whereas if the upload speed is nearer 50Mbps, then your package has been upgraded to 300/50.

Re: Please Check My Speeds New Customer

CoolBreeze99 — Thu, 04 Sep 2025 16:41:53 GMT

Oops sorry ok

Upload speeds are 30 to 31 and download is 145 to 147. I'm about to nip out now for couple of hours so might not be able to test again until morning.

Re: Please Check My Speeds New Customer

jab1 — Thu, 04 Sep 2025 16:43:24 GMT

@CoolBreeze99 If you only requested the change today - despite the email confirmation - there is a chance the system has not quite caught up yet.

As @outcast says, what speed do you get on an Ethernet connected speed test?

The Hub2 can easily handle the speed.

Re: Please Check My Speeds New Customer

jab1 — Thu, 04 Sep 2025 16:45:44 GMT

@CoolBreeze99 wrote:

Oops sorry ok

Upload speeds are 30 to 31 and download is 145 to 147. I'm about to nip out now for couple of hours so might not be able to test again until morning.

Sounds like the change hasn't happened correctly. If it has not corrected by tomorrow morning, call Customer Support.

Re: Please Check My Speeds New Customer

outcast — Thu, 04 Sep 2025 16:50:04 GMT

It could be that the ONT needs to re-sync with a new PPPoE connection.

Try switching off the power adaptors for the ONT and router

Leave them off for a minute

Power on the ONT only, and let it startup and do its thing - perhaps for a minute,

Then power up the router

Then re-run your speed test, to see whether a new PPPoE session makes any difference ?

Re: Please Check My Speeds New Customer

CoolBreeze99 — Fri, 05 Sep 2025 15:39:15 GMT

Hi outcast

Ok i did as you asked bearing in mind before hand I was hitting 147 down 29/30 up via cable to router. I have powered down the router and then the openreach modem as you said.

Now reconnected and getting 78 down and 29 up.

Added a screenshot of my BGM

Re: Please Check My Speeds New Customer

jab1 — Fri, 05 Sep 2025 15:44:27 GMT

Something isn't right there, obviously. I would expect you to be getting very near your connected speeds. Suggest you either ring Customer Support, or run the faults bot: https://www.plus.net/help/report-a-problem/

EDIT: looking at your BQM, maybe you have picked up a new public IP, I suggest you check and amend it if need be.

Re: Please Check My Speeds New Customer

CoolBreeze99 — Fri, 05 Sep 2025 15:45:05 GMT

Could it be anything to do with having an old modem like this one in the pic, as this is what Plusnet/Openreach installed years ago when they first did a trial of FTTP in my area. (I was an old customer of Plusnet before it was take over by BT)

Re: Please Check My Speeds New Customer

Dan_the_Van — Fri, 05 Sep 2025 15:45:50 GMT

@CoolBreeze99

If using wifi I would check the testing device is connected to 5GHz and not 2.4GHz signal

Re: Please Check My Speeds New Customer

bmc — Fri, 05 Sep 2025 15:59:59 GMT

@CoolBreeze99

That's a 4 port ONT with a battery backup unit - I'm using the same.

Is it a Hub2 router that you have?

Brian

Re: Please Check My Speeds New Customer

CoolBreeze99 — Fri, 05 Sep 2025 16:01:19 GMT

Can Someone from Plusnet do Openreach DLM Profile reset request for me ?

Re: Please Check My Speeds New Customer

jab1 — Fri, 05 Sep 2025 16:02:28 GMT

@CoolBreeze99 Just a wild thought. Which of those ports is you router connected to? It is possible (I think) for your upgraded service to maybe have been provisioned on a different one.

Re: Please Check My Speeds New Customer

jab1 — Fri, 05 Sep 2025 16:03:21 GMT

@CoolBreeze99 wrote:

Can Someone from Plusnet do Openreach DLM Profile reset request for me ?

That will not help on FTTP.

Re: Please Check My Speeds New Customer

CoolBreeze99 — Fri, 05 Sep 2025 16:03:32 GMT

Yes it is the Hub 2

Re: Please Check My Speeds New Customer

CoolBreeze99 — Fri, 05 Sep 2025 16:23:50 GMT

Np Jab thank you for your advice and also the others.

I have had an email from Plusnet saying the following.

This is to inform you that I have placed your modify order as your previous order was completed with incorrect speed. We will get back to you once we have further update.

Customer's order was completed with incorrect SLT - not sure what SLT means.

And someone is looking into this for me

Re: Please Check My Speeds New Customer

Marsh — Sat, 06 Sep 2025 16:11:08 GMT

Hey @CoolBreeze99

I have had a look into this, and that email is just advising that the order we placed was for the incorrect speed profiles. At the moment, the order with Openreach for your account is for the 145 FTTP package and not the 300 FTTP package.

The Modify order the agent is referencing is us changing the speeds to be correct to reflect your package.

Re: Please Check My Speeds New Customer

Mav — Sat, 06 Sep 2025 20:32:31 GMT

Moderator's note(s):

Thread moved from Broadband to Full Fibre.

Re: Please Check My Speeds New Customer

CoolBreeze99 — Tue, 16 Sep 2025 19:43:41 GMT

Thanks for checking @Marsh I can confirm that my speeds are now around 290 Just one thing you could check for me if you have 5 mins

At first I did order the 145 package but within 30 mins of doing so I changed it to the 300 package as I had a message in my account saying upgrade now if you want to change to 300. Why I didn't just order 300 at the start I don't know one of those days.

Anyway I have got an email saying my reward card of £50 is coming to me but as I changed to the 300 package and that is what is showing in my account should I not be entitled to the £85 Gift card ?

Could you look into this for me at all ?