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Broadband speed still slower than originally guaranteed.

cg1996
Dabbler
Posts: 21
Thanks: 7
Registered: ‎13-10-2022

Broadband speed still slower than originally guaranteed.

Hi guys.

 

Last year I posted about a severe drop in my broadband speed. I spoke to an advisor and an engineer came out and largely the problem was fixed. I discovered I was paying for a minimum 40MBPS package and decided that since I never got anywhere near that, i'd downgrade to something a bit cheaper.

 

My new package has a minimum guarantee of 29.2 MBPS, and although the dashboard estimates my download speeds at 11 MBPS, I am unable to get anywhere near this. My download speed usually sits at around 4MBPS, which although is less than what I have been guaranteed, I am more than happy with the reliability and consistency of this internet speed. As it allows our household to use the internet without much bother. 

 

However, since I last posted here, my wife's job role has changed which now involves her working from home a bit more often. This usually isn't a problem, however this last week or so our internet speed has plummeted again to 2MBPS download speed, which is really impacting her work when she is in meetings. 

 

I'm paying £30ish a month for this service, and although I am very happy with the customer service (Which has been faultless so far) and the uptime of my internet, I feel like I'm not getting my moneys worth. I really don't want to move internet provided as we've been with plusnet a long time, and I feel like going elsewhere may not even solve the problem.

 

Has anyone got any advice on how I should proceed next?

 

Thank you!

 

Thank you in advance. 

 

35 REPLIES 35
jab1
Legend
Posts: 17,067
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Registered: ‎24-02-2012

Re: Broadband speed still slower than originally guaranteed.

@cg1996 What package are you on? AFAIK, there are only two speeds on FTTC - Unlimited Fibre (40/10) and unlimited Fibre Extra (80/20)?

The test you have posted is not that helpful, but if you confirm your package, I can post a 'help sheet' which may assist Community members to help you.

John
cg1996
Dabbler
Posts: 21
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Registered: ‎13-10-2022

Re: Broadband speed still slower than originally guaranteed.

Hi there,

 

I am on the Unlimited Fibre package.

 

Sorry it wasn't a test, just a picture of what I'm currently getting whilst updating my drivers. 

 

Thanks.

jab1
Legend
Posts: 17,067
Thanks: 5,464
Fixes: 254
Registered: ‎24-02-2012

Re: Broadband speed still slower than originally guaranteed.

OK - so I assume you downgraded from UFE to UF?

Those figures do not represent your connection speeds, as they are only applicable to the current connection, and are influenced by the remote servers speed.

A proper way of determining if you have an issue would be apparent if you follow my script below:

For Community members to be able to help, information from these two sites, as screenshots, posted as pictures within the topic, not as attachments:-

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 (with the 'Username' obscured) 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.

If you are unsure about any of the above, please just ask - I am happy to help.

John
Browni
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Re: Broadband speed still slower than originally guaranteed.

Be careful with your capital 'B's here, 4MBPS is equal to 32Mbps and 2.2MBPS is equal to 17.6Mbps.
jab1
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Posts: 17,067
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Registered: ‎24-02-2012

Re: Broadband speed still slower than originally guaranteed.

So, @Browni , it appears the OP is getting what they should be - I should have been more observant. Embarrassed

John
cg1996
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Registered: ‎13-10-2022

Re: Broadband speed still slower than originally guaranteed.

Hi,

 

Sorry I didn't even know this! I figured it was the same measurement! Okay, with that in mind I am fully within my guaranteed limits upon further inspection! 

 

It appears my next reasonable step would be to look into upgrading my package.

 

Thank you for the clarification @Browni , my internet feels very sluggish and limiting. I will look at upgrading my package and see how things going moving forward. 

 

Sorry for the hassle, thank you for all the quick replies!

 

My lack of IT knowledges comes to bite me in the behind again! 😅

jab1
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Posts: 17,067
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Registered: ‎24-02-2012

Re: Broadband speed still slower than originally guaranteed.

Before you spend money that may not be useful, can you please post the results of https://www.broadbandchecker.btwholesale.com/#/ADSL -  obscuring your phone number?

John
cg1996
Dabbler
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Registered: ‎13-10-2022

Re: Broadband speed still slower than originally guaranteed.

Yes of course.

Browni
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Registered: ‎02-03-2016

Re: Broadband speed still slower than originally guaranteed.

Beat me to it John, with a minimum guaranteed speed of 29.2Mbps it may not be worthwhile (or even possible) to upgrade to Fibre Extra.

Scrap that, 80Mbps is possible.

jab1
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Re: Broadband speed still slower than originally guaranteed.

Strangely, that above BTw Checker suggests the OP is getting LOW 80/20 speeds - I think it is telling porkies.

John
Browni
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Re: Broadband speed still slower than originally guaranteed.

I don't trust the BTW checker when it comes to actual line speeds, I much prefer the router's stats page.
jab1
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Re: Broadband speed still slower than originally guaranteed.

Neither do I, @Browni . If @cg1996 can post that, maybe we could work forward from that?

John
cg1996
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Posts: 21
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Registered: ‎13-10-2022

Re: Broadband speed still slower than originally guaranteed.

Thank you guys for the interest!

 

Where can I find the stats page?

jab1
Legend
Posts: 17,067
Thanks: 5,464
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Registered: ‎24-02-2012

Re: Broadband speed still slower than originally guaranteed.

See my (now seemingly redundant) 'help text' above.

John