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Decreased fiber speed - new customer

alephant
Grafter
Posts: 26
Thanks: 1
Registered: ‎15-04-2013

Decreased fiber speed - new customer

Hi,
my fiber line has been activated on 8 April. As soon as the Openreach engineer connected everything, the first speedtest was amazing, over 70Mbps and top UL speed too.
Last Saturday I had to disconnect and reconnect the modem and router a couple of times in order to do some works at home. After that, the DL speed is nearly half as before, usually ~42Mbps. UL speed is still excellent, 16-17 Mbps.
I have tried to disconnect and reconnect the Internet connection from the router admin panel, no improvement I have connected the Win7 PC directly to the modem but still I could only get 50Mbps.
Maybe the disconnections done during the first 10 days have affected my profile?
8 REPLIES
Community Veteran
Posts: 38,460
Thanks: 1,031
Fixes: 62
Registered: ‎15-06-2007

Re: Decreased fiber speed - new customer

run the BT speed rest then the further diagnostic option http://speedtest.btwholesale.com/ that should give the IP profile
alephant
Grafter
Posts: 26
Thanks: 1
Registered: ‎15-04-2013

Re: Decreased fiber speed - new customer

IP Profile for your line is - 45.49 Mbps
Upstream Rate IP profile on your line is - 20 Mbps
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: ‎13-07-2012

Re: Decreased fiber speed - new customer

Hi there,
I've checked over your connection and can see no issues and you've done the normal checks that we'd ask.
I'd suggest running through our faults checker at http://faults.plus.net and we'll look further into this.
Let me know if you've got any questions or are unsure on anything.
alephant
Grafter
Posts: 26
Thanks: 1
Registered: ‎15-04-2013

Re: Decreased fiber speed - new customer

Hi Chris,
I have raised #68405708.
Thanks and regards.
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: ‎13-07-2012

Re: Decreased fiber speed - new customer

Great....I can see we've picked your ticket up. We'll update you when we've tested your line.
alephant
Grafter
Posts: 26
Thanks: 1
Registered: ‎15-04-2013

Re: Decreased fiber speed - new customer

As per the ticket, your response is due tomorrow morning so I wait, but I would just like to report that this morning I noticed a further download performance degradation in terms of IP profile (checked on BT Wholesale) and obviously download speed.
alephant
Grafter
Posts: 26
Thanks: 1
Registered: ‎15-04-2013

Re: Decreased fiber speed - new customer

My IP Profile is getting lower day after day, now below 40Mbps, and all I have received with the ticket is a bunch of automated responses...
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: ‎13-07-2012

Re: Decreased fiber speed - new customer

Hi there,
An engineer task has been automatically raised after the testing, this doesn't require access to your property and we're now just waiting for an update.
As soon as we have further information we'll update you.
Chris