topic Re: Full Fibre upgraded but no speed increase. in My Order

Full Fibre upgraded but no speed increase.

sheffieldguy — Fri, 16 Jun 2023 15:50:37 GMT

Today the Openreach engineer upgraded my connection with Plusnet from FTTC to FTTP.

I should now be on the Full Fibre 300 with Minimum Guaranteed Speed: 165Mb.

Previously I was on Unlimited Fibre Extra.

However my speedtest is still showing about 57Mbps. The latency has improved but not the speed.

My account details in the portal are showing the old product but says my line speed is 330Mbps which it clearly isn't!

Product: Unlimited Fibre Extra
Estimated Download Range: 57 - 64Mbps
Estimated Upload Range: 16 - 18Mbps
Minimum Guaranteed Speed: 51.8Mbps
Current Line Speed (Download): 330Mbps

The engineer said that Plusnet must still be throttling it and to get them to sort it out. The strange thing is that the connection briefly showed 310Mbps when the engineer was here, and then it dropped back to 57Mbps after he left. I think he probably signed the job off when he saw 310Mbps. What can I do to get the Minimum Guaranteed Speed of at least 165Mb?

I've tried rebooting the router many times, and I am using Cat5e cable to the4 ONT and also to my computer from the router (so not using WiFi). I're switched the ONT off and on too. Help!

Re: Full Fibre upgraded but no speed increase.

MisterW — Fri, 16 Jun 2023 16:17:55 GMT

Your product change isnt complete in the Plusnet systems yet. Probably becuase they havent receieved the completeion status from Openreach. It should update later today. Once its changed , then reboot the router.

Re: Full Fibre upgraded but no speed increase.

Longliner — Fri, 16 Jun 2023 16:30:28 GMT

@sheffieldguy

Patience, dear boy, patience! Myself and a couple of friends upped to FTTP earlier this year and in all cases remained at FTTC speeds until midnight, or near it as we didn't stay up for a FTTP party.

Re: Full Fibre upgraded but no speed increase.

sheffieldguy — Fri, 16 Jun 2023 16:37:07 GMT

Thanks for the reassurance! Briefly seeing speeds above 300Mbps made me impatient! 😉

Re: Full Fibre upgraded but no speed increase.

MatthewWheeler — Sun, 18 Jun 2023 11:40:05 GMT

Afternoon @sheffieldguy

I can see everything has been updated on the account now.

Are you seeing an increase in speed now?

Re: Full Fibre upgraded but no speed increase.

sheffieldguy — Sun, 18 Jun 2023 13:39:43 GMT

Thanks Matthew. It's weird! When I reboot the ONT and router, I see briefly 300Mbps and then it drops back to the previous speed after a minute:

What could be the problem?

Re: Full Fibre upgraded but no speed increase.

MatthewWheeler — Sun, 18 Jun 2023 14:39:08 GMT

Sorry to hear that @sheffieldguy

Our tests aren't showing any issues but I can see you're using your own router.

Can you test a direct wired connection to see if that has the same issue?

Re: Full Fibre upgraded but no speed increase.

sheffieldguy — Sun, 18 Jun 2023 19:45:27 GMT

Hi @MatthewWheeler

I already tested on wired and wireless connections and saw the same results on both.

But after power cycling the router and ONT this evening, I can see various speeds readings in the range 350Mbps to 130Mbps.

I've been testing this for the last 90 minutes and it's not dropping back to 60Mbps so I assume the issue is resolved for now.

Thanks!

Re: Full Fibre upgraded but no speed increase.

willcutforth — Mon, 19 Jun 2023 10:27:45 GMT

Hey there @sheffieldguy are we alright to leave it with you to monitor for a few days and see how it goes? If it does drop the speed again, just let us know and we will go from there.

Re: Full Fibre upgraded but no speed increase.

sheffieldguy — Thu, 22 Jun 2023 14:49:03 GMT

@willcutforth Unfortunately today it's dropped back to 57Mbps. Rebooting the ONT and router haven't made any difference.

Re: Full Fibre upgraded but no speed increase.

sheffieldguy — Fri, 23 Jun 2023 17:13:37 GMT

It's been at 59Mbps for the last 24 hours? How can I get this resolved asap?

Re: Full Fibre upgraded but no speed increase.

ClaudiaG23 — Sun, 25 Jun 2023 09:31:38 GMT

Hey @sheffieldguy, I've run a test on your account and it's showing there is a major service outage in your area. This is most likely causing the issues with your speed. The timescale they gave is the 23rd June. I'm going to come back into your account tomorrow and contact the Suppliers for an update as they're closed today.

Re: Full Fibre upgraded but no speed increase.

ClaudiaG23 — Wed, 28 Jun 2023 13:20:09 GMT

Hi @sheffieldguy I've checked on the MSO (major service outage) and it's still ongoing. The next update we'll have is at 5pm on the 30th June.

Re: Full Fibre upgraded but no speed increase.

sheffieldguy — Tue, 04 Jul 2023 12:08:57 GMT

What is the latest? Can I have an update on this problem please?

Re: Full Fibre upgraded but no speed increase.

sheffieldguy — Tue, 04 Jul 2023 12:21:27 GMT

Today it's got even worse, latency 60ms and 29Mbps!

Re: Full Fibre upgraded but no speed increase.

ClaudiaG23 — Tue, 04 Jul 2023 15:06:12 GMT

Hi @sheffieldguy I'm sorry this is still ongoing. I've checked with the suppliers and they've confirmed there is still a MSO in the area. This is due to a damaged cable which needs replacing. The next review date is the 5th July.

Re: Full Fibre upgraded but no speed increase.

sheffieldguy — Fri, 14 Jul 2023 10:12:15 GMT

@ClaudiaG23 Is there an update on this? It's now 14th July. I am still getting slow speeds from my FTTP connection 😞

Re: Full Fibre upgraded but no speed increase.

MatthewWheeler — Fri, 14 Jul 2023 11:21:25 GMT

Hi @sheffieldguy

I'm sorry to see this is still ongoing. Claudia's not in the office today so I'm picking this up on her behalf.

The outage is showing as cleared now and our tests aren't showing any issues with the service itself. We've just tested the speed from the ONT and that's showing as expected too.

At this point, it may be worth testing a different router if you're able to. If you don't have one I'd be happy to look at sending you out one of our Hub Two routers

Re: Full Fibre upgraded but no speed increase.

RobPN — Fri, 14 Jul 2023 13:06:50 GMT

@MatthewWheeler @sheffieldguy

If another suitable router is not immediately available, perhaps it'd be worth @sheffieldguy connecting a PC direct to the ONT and running another speed test.

Re: Full Fibre upgraded but no speed increase.

sheffieldguy — Fri, 14 Jul 2023 15:42:42 GMT

@MatthewWheeler Thanks for your offer of a router. In the end I connected the ONT directly to my Mac and saw that the speed was above 300Mbps as expected. Then I looked further into my Deco router settings and I noticed that I still had QoS enabled for the slower speeds! Duh!! 😂

I am a happy bunny now: 🎉

Thanks for all your help. It's much appreciated.