topic Re: Reporting performance issues in Full Fibre

Reporting performance issues

MattRocks — Thu, 05 Feb 2026 19:49:49 GMT

Does anyone else have issues reporting performance problems?

I'm on full fibre 300, but I have never experienced anything about 24Mbps. But that's not really the problem, the problem is the performance is very spiky. Sometimes it feels fast, other times it drops out - it cannot be relied on to hold a Zoom call open.

Attached an example of the performance suddenly dropping to 263KB/s.

How can I submit these observations to PlusNet?

Re: Reporting performance issues

jab1 — Thu, 05 Feb 2026 20:15:16 GMT

@MattRocks That specific example could be due to the source being slow, but what do you get on a speed test from say, Speedtest.net or the ThinkBroadband speed tester?

If those don't give a reasonable result, report your issue via:https://www.plus.net/help/report-a-problem/

Re: Reporting performance issues

pvmb — Thu, 05 Feb 2026 20:20:14 GMT

@MattRocks wrote:

Does anyone else have issues reporting performance problems?

I'm on full fibre 300, but I have never experienced anything about 24Mbps. But that's not really the problem, the problem is the performance is very spiky.

On FF 300 and only getting about 24Mbps? I think that is the problem, no wonder it's "spiky"!

There is obviously something wrong somewhere. When did it last work correctly? What has changed since? How are you connected to the router, Ethernet or Wi-Fi?

Re: Reporting performance issues

MattRocks — Fri, 06 Feb 2026 02:19:09 GMT

My ONT and Wi-Fi router are in the loft. I am unable to run a nearby cable test because my MacBooks/iPads don't have RJ45 NICs. I bought a USB to RJ45 adapter, but that might cap out at ~10Mbps.

Historically, the OpenReach installer observed 60Mbps using his OpenReach laptop, but said his corporate laptop configuration does not produce reliable observations. He opened a ticket for investigation. PlusNet concluded all works fine.

The fastest RJ45 cable test I did was by connecting the RJ45 port on my smart HDTV (this demanded the payload), and logging onto router with MacBook over Wi-Fi to view diagnostics (this surfaced the observation). But the HDTV might cap out at 24Mbps and it could run a sample test only as I can't leave an RJ45 cable running through the house and into the loft.

The fastest test I can do is using the ~1Gbps Wi-Fi adapter in my 2024 MacBook. At 02:00 AM today, the short PlusNet speed test shows 40Mbps and BroadbandSpeedChecker.co.uk shows 10Mbps. This is the same MacBook that reported sustained downloads dropping to 263Kbps during the day.

Re: Reporting performance issues

Dan_the_Van — Fri, 06 Feb 2026 08:16:53 GMT

@MattRocks

Have you checked which band your devices have connected to 2.4 or 5GHz?

I find with my laptop speed of 70Mbps or below are an indication of a 2.4Ghz connection.

Have you checked the cable between the ONT and the Routers is cat5e or above with a negotiated speed of 1000 Mbps?

Re: Reporting performance issues

Townman — Fri, 06 Feb 2026 08:43:32 GMT

Note that you are reporting inconsistent units…

mbps - BITS
kBps - BYTES

The 263 figure has been quoted as both B and b - B is at least 8b.

This is most probably a WiFi problem, not a FTTP issue.

In that space, I suspect that your 1Gbps WiFi NIC is WiFi 6 or 7. Does your router support those standards?

Re: Reporting performance issues

Baldrick1 — Fri, 06 Feb 2026 14:10:25 GMT

@MattRocks wrote:

At 02:00 AM today, the short PlusNet speed test shows 40Mbps and BroadbandSpeedChecker.co.uk shows 10Mbps. This is the same MacBook that reported sustained downloads dropping to 263Kbps during the day.

This indicates that this is more than likely a wireless problem

My ONT and Wi-Fi router are in the loft. I am unable to run a nearby cable test because my MacBooks/iPads don't have RJ45 NICs. I bought a USB to RJ45 adapter, but that might cap out at ~10Mbps.

The ONT and Router do not need to be located together. Providing you use CAT5e or better Ethernet cable, they can be separated by up to 100m without any performance deterioration. You can try using a longer Ethernet cable, temporarily if so desired to prove the point (lengths of ready terminated cables are cheap enough), and move the router out of the loft nearer to where you need decent speed.

In response to your initial post, if this is a wireless problem then there is no point in raising it with Plusnet, wireless performance falls outside of their contractual obligations.