topic Re: Slow fibre speeds in Full Fibre

Slow fibre speeds

Kanti49 — Tue, 28 Sep 2021 10:11:07 GMT

My download speeds are below the minimum guaranteed speed and my line speed is only 38.4Mbps.

Product: Unlimited Fibre Extra
Estimated Download Range: 40 - 57Mbps
Estimated Upload Range: 9 - 13Mbps
Minimum Guaranteed Speed: 36.4Mbps
Current Line Speed (Download): 38.4Mbps

Can someone check this to see if there is a fault.

Thank You

Kantibhai

Re: Slow fibre speeds

jab1 — Tue, 28 Sep 2021 11:18:58 GMT

Welcome to the forums, @Kanti49 . From the details you have provided, Your current line speed is above the minimum (not by much), although it is below the estimated possible.

How long have you been with Plusnet?

Re: Slow fibre speeds

Kanti49 — Tue, 28 Sep 2021 12:03:35 GMT

Hi

Only 5 days but the line speed started at 78Mbps and deteriorated since. I was also getting much better speeds with sky.

Re: Slow fibre speeds

jab1 — Tue, 28 Sep 2021 12:06:01 GMT

Ah - I wonder. What does your router show as your user name?

Re: Slow fibre speeds

Kanti49 — Tue, 28 Sep 2021 12:11:44 GMT

I will have to check when I get home.

Re: Slow fibre speeds

jab1 — Tue, 28 Sep 2021 12:14:42 GMT

OK. I will be around till about 8PM, but maybe a Help Team member will pick this up and check before long. If they haven't, there are some checks we can run.

Re: Slow fibre speeds

Kanti49 — Tue, 28 Sep 2021 12:16:22 GMT

Brilliant thanks for your help.

Re: Slow fibre speeds

adam945 — Tue, 28 Sep 2021 15:15:48 GMT

Hello @Kanti49

Thanks a lot for reaching out and I'm really sorry to hear that you're having issues. While the speeds on your line are above those that were guaranteed on your contract, they're still pretty low in contrasty to those which you were told

Tests on the line aren't picking up on any underlying issues with the service, though an RRT shows that line issues are present, and that the speeds are i n and around 39.9 Mbps.

Going forward, please have a read through our Troubleshooting Guide to see if you're able to resolve the issue sooner. When testing, please remove the faceplate from your Master Socket, and connect your router directly into the test socket which lies behind it. Avoid using any extension cables / sockets too if possible.

Troubleshooting Guide - https://www.plus.net/help/broadband/connection-troubleshooting/

See how you get on, and if the problem persists, head across to faults.plus.net and raise this issue with our Technical Support Team. In the Additional Information section, pop in some dates and times that you'd be available for an engineer visit, our Technical Support Team will then be in touch, though feel free to reach out when you've done it and I'll be happy to get the fault raised with our suppliers.

Re: Slow fibre speeds

jab1 — Tue, 28 Sep 2021 15:19:30 GMT

@adam945 Thanks for picking this up

@Kanti49 I'd still like to see if I can spot anything, so when you have time, let me know.

Re: Slow fibre speeds

Kanti49 — Wed, 29 Sep 2021 10:08:21 GMT

This is my dads broadband and he is older and not very tech savvy. I will have to wait until I can go and try the troubleshooting steps before contacting your technical support team if things don't improve.

Thank You