topic Re: Download speed below threshold in Full Fibre

Download speed below threshold

maranello — Mon, 15 Nov 2021 16:19:16 GMT

Having noticed that things appeared to be a bit sluggish lately, I fired up the ethernet-connected laptop and ran a speedtest. The test reported a download speed of 30Mbps whereas the minimum is specified to be 40Mbps. I'm on the unlimited fibre extra package.

What should I do to recover my speeds, or will a Plusnet staff member pick up the problem from this forum?

Re: Download speed below threshold

TheMightyAJ — Mon, 15 Nov 2021 19:24:55 GMT

Hey @maranello,

I'm really sorry to hear the connection is under performing. I've had a look into your account this evening and upon testing the line, we're seeing that there's currently a downstream sync speed of 63.7Mbps being achieved. When you'd carried out the speed test, was the laptop connected directly to the router via Ethernet cable, or was it going through a powerline adapter? Additionally, had there been any downloads on the network at the same time/had anybody else been using the service at the time you carried out the speed test?

Re: Download speed below threshold

maranello — Mon, 15 Nov 2021 19:50:06 GMT

@TheMightyAJ

Thanks for looking into my problem. The speed test was performed from a laptop directly connected to the router using Ethernet cable, not via powerline adaptors. I'll try another test hopefully at a time when the multitude of wireless devices in my household are not being actively used.

Is there a direct correlation between sync speed and throughput, in other words, even though the router is in sync at a high speed, could anything within the router limit data transfer rates?

Re: Download speed below threshold

adam945 — Tue, 16 Nov 2021 10:56:28 GMT

Hello @maranello

Thanks a lot for getting back to us. There can be faults with routers sometimes, however these cannot be specifically diagnosed on our end. It gets a bit tricky when it comes to throughput speed, as this can be influenced by a range of different things such as the length and condition of your Ethernet cable, the network adapters on your laptop, what other devices are using the internet for t any given moment etc.

This is why a throughput speed is not guaranteed on our end, because we cannot directly influence it, and can only offer suggestions on how to improve it.

For me, the best way to check our your sync speed would be to access the helpdesk page on your Plusnet Hub One, and find Data Rate.

Re: Download speed below threshold

maranello — Tue, 16 Nov 2021 14:40:58 GMT

@adam945

Unfortunately, I have separate BT modem and tg512n router, so cannot access connection data. Given the age of the router, and frequent loss of Wi-Fi connections, is it likely/ possible that the router may be playing up?

Re: Download speed below threshold

adam945 — Tue, 16 Nov 2021 17:18:00 GMT

Given the contractual situation on the account at the moment, we wouldn't send out a new router free of charge, though if you'd like to re-contract at some point, give our Customer Options Team a call on 0800 013 2632 to discuss this with them, and they should be able to process a new one for you. Have you tried using your Plusnet Hub One as a modem/router to see how you get on with that?

Re: Download speed below threshold

maranello — Tue, 16 Nov 2021 19:51:50 GMT

@adam945

Thanks for the advice. I don't have a Hub One, and do not want one. I have a BT Smart Hub which I haven't got around to configuring.

A speed test today reported a sync speed of 54.9Mbps, I'll keep monitoring for any changes.

Re: Download speed below threshold

adam945 — Tue, 16 Nov 2021 19:57:49 GMT

Thanks for getting back to me @maranello

My apologies, I totally miss-read the last part of your message there, it's been a long and busy day, logging off soon!

On our side it's showing a Plusnet Hub One that was sent out around three years ago.

Anyway, do you have another third party router that you could troubleshoot with?

Re: Download speed below threshold

maranello — Wed, 17 Nov 2021 16:49:35 GMT

@adam945

The Hub One that was sent to me was returned - it was only sent to me to help eliminate my existing router as a potential source of connection problems I was experiencing at that time.

As I mentioned, I have a BT Smart Hub i could try, but for the time being I'm just monitoring the TG582n.

Thanks for taking an interest.

Re: Download speed below threshold

adam945 — Wed, 17 Nov 2021 19:27:14 GMT

Hello @maranello

Ah thanks a lot for clarifying that. Cool, let us know how you get on with troubleshooting your connection then and feel free to reach out if you need any further support.