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Broadband speed is halved

Dannzann
Newbie
Posts: 4
Fixes: 1
Registered: ‎16-03-2021

Broadband speed is halved

Since the beginning of my contract I have got 50+ MBs and now that I'm into my last 6 months the speed has never exceeded 20 MBs. Can somebody please look into my account and let me know why this is the case.

Cheers
2 REPLIES 2
jab1
Legend
Posts: 17,242
Thanks: 5,547
Fixes: 258
Registered: ‎24-02-2012

Re: Broadband speed is halved

@Dannzann I have noticed a comment by one of the PN Help Team that they are a bit busier than normal, so if you can run through the guide below, maybe other Community members can help you a little quicker?

For Community members to be able to help, information from these two sites, as screenshots:-

BT Broadband(obscuring your phone number) and BTW Performance Tester - Over a wired (ethernet) connection if at all possible, please report the 'ADDITIONAL DIAGNOSTICS', and sight of the broadband connection status from your Hub would be a good starting point.

For the Hub One -

Navigate from the Home Screen to Troubleshooting > Helpdesk

For the Hub Two -

Navigate from the Home Screen to Advanced Settings > Technical Log > Information

It may also be a good idea to report the results of a Quiet Line Test - dial 17070 option 2 from a (preferably corded) phone. After the confirmation of your phone number, there should be total silence apart from the regular 'Quiet Line Test' announcement. Any other noise - report a PHONE fault first.

John
adamwalker
Plusnet Help Team
Plusnet Help Team
Posts: 16,885
Thanks: 883
Fixes: 221
Registered: ‎27-04-2007

Re: Broadband speed is halved

Hi @Dannzann

 

I've just been taking a look into this for you, line tests don't show signs of any issues so I'm wondering if this might be specific to WiFi, if that's how you usually connect your devices I can log into the router from here if you like and run a smart channel scan which should put the router on the best available channels for us. 

 

Doing that will cause the wireless signal to drop out briefly for two minutes so we need to ask for your approval for that reason first.

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team