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Fibre activated this morning. Slow download, fast upload.

jt
Grafter
Posts: 47
Registered: 15-04-2013

Fibre activated this morning. Slow download, fast upload.

Hello, had a BT engineer come this morning to start my Fibre service and I should be getting up to 40mbps, but I'm only getting <10mbps.
My upload is spot on, above 19mbps.
Can someone help please? Thanks.
14 REPLIES
xreyuk
Grafter
Posts: 231
Registered: 23-05-2014

Re: Fibre activated this morning. Slow download, fast upload.

Sounds like a profile problem, you'll have to wait for the staff to come onto the forums and take a look for you.
If you go into your account on the main website, click 'Connection Settings' and click 'High-Speed Broadband' It will give you Plusnet's profile.
jt
Grafter
Posts: 47
Registered: 15-04-2013

Re: Fibre activated this morning. Slow download, fast upload.

Thanks for the reply Xreyuk
I had this in the 'high-speed broadband' section.
Estimated line speed:
40Mb (Download speed could vary depending on line conditions. Estimates are the maximum speeds that your phone line can support. These speeds are dependent on the package you choose.) - Checked on 2014-07-14 15:05:22
Current line speed:
40 Mb
Just done a quick speed test through ookla's speedtest.net and got 21mbps.
Is it possible that it's just a cause of my phone line adjusting?
Thanks again.
xreyuk
Grafter
Posts: 231
Registered: 23-05-2014

Re: Fibre activated this morning. Slow download, fast upload.

Did you try the test using a cable or wireless?
jt
Grafter
Posts: 47
Registered: 15-04-2013

Re: Fibre activated this morning. Slow download, fast upload.

I used both wired and wireless, same results each time.
Download below 10mbps and upload 19mbps.
Thanks again.
GeordieMark
Grafter
Posts: 335
Thanks: 1
Registered: 10-11-2013

Re: Fibre activated this morning. Slow download, fast upload.

What happens if you go to http://speedtest.btwholesale.com run the speedtest and then complete the "further diagnostics?
If you could paste the output of the further diagnostics test this will tell us what profile BT have you on, on their side, and the DCT guys will likely want you to complete this test anyway Smiley
jt
Grafter
Posts: 47
Registered: 15-04-2013

Re: Fibre activated this morning. Slow download, fast upload.

Morning Mark.
Just done what you said and I get this each time.
Results
1. Best Effort Test:
Download Speed : 11.05 Mbps
2. Upstream Test:
Upload Speed : 16.6 Mbps

Your speed test has completed and the results are shown above, however during the test an error occurred while trying to retrieve additional details regarding your service. As a result we are unable to determine if the speed you received during the test is acceptable for your service. Please re-run the test if you require this additional information.
GeordieMark
Grafter
Posts: 335
Thanks: 1
Registered: 10-11-2013

Re: Fibre activated this morning. Slow download, fast upload.

Typical! Looks like it's still having issues.
One the Plusnet guys should pick this up shortly and they can do some tests to see if there is a fault on the line Smiley
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: Fibre activated this morning. Slow download, fast upload.

Hi Over-the-horizon radar,
I'm sorry to hear that you're having issues. I've taken a look at the line and it appears to be severely erroring which is the likely reason for the low speeds you're seeing.
Can you please raise a fault with us at http://faults.plus.net
Chris Pettitt
Cloud Environments Engineer
jt
Grafter
Posts: 47
Registered: 15-04-2013

Re: Fibre activated this morning. Slow download, fast upload.

Thanks for the help.
Raised a fault.
I can access the internet, done it through the open reach modem, the plusnet and my own router. It's just I'm getting nowhere near my download target but upload is fine.
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: Fibre activated this morning. Slow download, fast upload.

It looks to me as though the severe errors are just crippling any speeds that are being pushed down the line.
We'll get the Faults Team to investigate further.
Chris Pettitt
Cloud Environments Engineer
jt
Grafter
Posts: 47
Registered: 15-04-2013

Re: Fibre activated this morning. Slow download, fast upload.

Thanks Chris.
jt
Grafter
Posts: 47
Registered: 15-04-2013

Re: Fibre activated this morning. Slow download, fast upload.

Sorry to bump the thread, but is there a chance that this'll be sorted today or the weekend?
Thanks.
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: Fibre activated this morning. Slow download, fast upload.

To be honest, you're likely to hear something back on Sunday I would think. Faults Team work throughout the weekend.
Chris Pettitt
Cloud Environments Engineer
jt
Grafter
Posts: 47
Registered: 15-04-2013

Re: Fibre activated this morning. Slow download, fast upload.

Thanks, I wasn't sure if they'd be working weekends.