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Fibre BB speed dropped from 70mb to 5mb! Helpdesk wait time is 2 days...Help!

Justin7
Grafter
Posts: 215
Registered: 28-10-2012

Fibre BB speed dropped from 70mb to 5mb! Helpdesk wait time is 2 days...Help!

I have come home to find the usually very reliable and fast bb speed has dropped to a snails pace.
I have tried calling but the wait time is incredibly long so I have gone through the help pages and logged a call but it says 2 days before expect someone to pick that up.
Apart from rebooting, connecting to the modem and resetting equipment is there anything I can do to sort this myself?
Nothing has changed and wiring outside also looks fine.
13 REPLIES
thesawdust
Grafter
Posts: 384
Registered: 28-10-2013

Re: Fibre BB speed dropped from 70mb to 5mb! Helpdesk wait time is 2 days...Help!

can you do speed tests and post?
http://speedtest.btwholesale.com ; Cheesy
Plusnet Help Team
Plusnet Help Team
Posts: 13,322
Thanks: 223
Fixes: 65
Registered: 27-04-2007

Re: Fibre BB speed dropped from 70mb to 5mb! Helpdesk wait time is 2 days...Help!

Hi there,
Sorry to hear about the sudden drop in speeds there.
I've just been running a few checks for you but can't see any obvious causes for the problem, I can see you've raised a support ticket but we'd only reply to that asking for more information to be honest. To make sure we have all the information we need to investigate the fault and initiate automated tests I'd advise heading to http://faults.plus.net to report this through our online fault checker.
Adam
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Justin7
Grafter
Posts: 215
Registered: 28-10-2012

Re: Fibre BB speed dropped from 70mb to 5mb! Helpdesk wait time is 2 days...Help!

Hi
thank you both for the quick reply!
I have gone to the faults section of the helpdesk on the plus net site but there is no more to do.
The bt speedtest results:
down:  6.46
up:  7.72
ping 29.25
thesawdust
Grafter
Posts: 384
Registered: 28-10-2013

Re: Fibre BB speed dropped from 70mb to 5mb! Helpdesk wait time is 2 days...Help!

Justin,
do the test again, then after click further diagnostic and share them, you don't have parental controls enabled in router do you?  Smiley
Justin7
Grafter
Posts: 215
Registered: 28-10-2012

Re: Fibre BB speed dropped from 70mb to 5mb! Helpdesk wait time is 2 days...Help!

thanks for the post.  Smiley
I have checked and there is no parental controls switched on, on the router.
How do I share the result in the Bt checker?
Community Veteran
Posts: 6,824
Thanks: 1
Registered: 27-10-2012

Re: Fibre BB speed dropped from 70mb to 5mb! Helpdesk wait time is 2 days...Help!

Copy/paste it...
1. Best Effort Test:  -provides background information.
Download Speed
91.16 Mbps

0 Mbps 96.54 Mbps
Max Achievable Speed
Download speedachieved during the test was - 91.16 Mbps
For your connection, the acceptable range of speedsis 16 Mbps-96.54 Mbps .
Additional Information:
IP Profile for your line is - 96.54 Mbps
2. Upstream Test:  -provides background information.
Upload Speed
15.18 Mbps

0 Mbps 15 Mbps
Max Achievable Speed
Upload speed achieved during the test was - 15.18Mbps
Additional Information:
Upstream Rate IP profile on your line is - 15 Mbps
Justin7
Grafter
Posts: 215
Registered: 28-10-2012

Re: Fibre BB speed dropped from 70mb to 5mb! Helpdesk wait time is 2 days...Help!

1. Best Effort Test:  -provides background information.

Download Speed
3.29 Mbps
 
0 Mbps 77.42 Mbps
Max Achievable Speed

Download speedachieved during the test was - 3.29 Mbps
For your connection, the acceptable range of speedsis  16 Mbps-77.42 Mbps .
Additional Information:
IP Profile for your line is - 77.42 Mbps
2. Upstream Test:  -provides background information.

Upload Speed
14.93 Mbps
 
0 Mbps 20 Mbps
Max Achievable Speed

Upload speed achieved during the test was - 14.93Mbps
Additional Information:
Upstream Rate IP profile on your line is - 20 Mbps

This test was not conclusive and further testing is required.This might be useful for your Broadband Service Provider to investigate the fault
Justin7
Grafter
Posts: 215
Registered: 28-10-2012

Re: Fibre BB speed dropped from 70mb to 5mb! Helpdesk wait time is 2 days...Help!

does this info help to understand where the problem comes from ?
thesawdust
Grafter
Posts: 384
Registered: 28-10-2013

Re: Fibre BB speed dropped from 70mb to 5mb! Helpdesk wait time is 2 days...Help!

sit back and wait for PlusNET faults team - something isn't right. noticed many line drops?  Roll eyes
Justin7
Grafter
Posts: 215
Registered: 28-10-2012

Re: Fibre BB speed dropped from 70mb to 5mb! Helpdesk wait time is 2 days...Help!

Hiya
Well I've spoken to the Faults team and they've raised a fault - looks like I'm waiting for an engineer visit !
Speed down to 1mb now - reminds me of the dial up days   Shocked
1. Best Effort Test:  -provides background information.
Download Speed
1.96 Mbps

0 Mbps 77.42 Mbps
Max Achievable Speed
Download speed achieved during the test was - 1.96 Mbps
For your connection, the acceptable range of speeds is 16 Mbps-77.42 Mbps .
Additional Information:
IP Profile for your line is - 77.42 Mbps
2. Upstream Test:  -provides background information.
Upload Speed
0.01 Mbps

0 Mbps 20 Mbps
Max Achievable Speed
Upload speed  achieved during the test was - 0.01Mbps
Additional Information:
Upstream Rate IP profile on your line is - 20 Mbps

Your service was found to be performing poorly.
Please raise a fault with your service provider, stating that the BT Performance Tester tool indicates poor service throughput performance after the third test.
Community Veteran
Posts: 26,686
Thanks: 910
Fixes: 10
Registered: 10-04-2007

Re: Fibre BB speed dropped from 70mb to 5mb! Helpdesk wait time is 2 days...Help!

How do you connect to the router wired or wireless?
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
Justin7
Grafter
Posts: 215
Registered: 28-10-2012

Re: Fibre BB speed dropped from 70mb to 5mb! Helpdesk wait time is 2 days...Help!

I connect wired to check the speed. Even connected direct to the bt modem to check the speed.
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: 13-07-2012

Re: Fibre BB speed dropped from 70mb to 5mb! Helpdesk wait time is 2 days...Help!

We've actually got some staff members on the same exchange as you and they have reported the same issues, I've flagged this up with our faults team and added it to your fault ticket,  we've already raised this with our suppliers.