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I'm Totally Confused on Broadband Speed...

sheilamoose
Newbie
Posts: 3
Thanks: 1
Registered: ‎12-09-2022

I'm Totally Confused on Broadband Speed...

My download speed still appears to be absolute rubbish (that was why I left Vodafone when contract expired).

I ran a test in my little office (using speedtest.btwholesale.com) - this said: Ping 40; Download 4.62; Upload 1.79.

Well, my office is quite a cable-run from the Master Socket, so unplugged laptop & router.

I am currently lying on my hall floor! Got router plugged into Master Socket & mains, also laptop on mains. Run another test: Ping 40; Download 4.65; Upload 1.79 - Grrr. 

Ah, (I read) disconnect Wi-Fi, VPN, Firewall, Anti-virus, close all other windows & connect laptop to router via an Ethernet cable. Ran yet another test: Ping 43; Download 4.65; Upload 1.84 - still rubbish (I am trying v-e-r-y hard to be polite here, lols).

Tried another speed checker - 8.10 Mbsp; "Your connection is very slow"

Checked my Account & it's supposed to be 38-40 Mbps.

I'm sorry if it's just me being thick but it is the Download speed that counts & not the Ping isn't it?

3 REPLIES 3
jab1
Legend
Posts: 17,654
Thanks: 5,754
Fixes: 265
Registered: ‎24-02-2012

Re: I'm Totally Confused on Broadband Speed...

@sheilamoose It sounds very much like you have a problem - most likely not in your home/office environment, but more likely in the BT/OR network.

First thing to check: Is your phoneline clear? Dial 17070 (preferably from a corded phone), select option 2. Once your phone number is confirmed, there should be silence on the line except for the regular 'Quiet Line Test' message - any other noise, report a PHONE problem via: https://www.plus.net/help/report-a-problem/phone/

If the phone test passes, report a broadband problem via: https://www.plus.net/help/report-a-problem/broadband/

Let us know the result - if the tests come back as clear but you still have a problem, we need to investigate further.

John
adamwalker
Plusnet Help Team
Plusnet Help Team
Posts: 16,898
Thanks: 886
Fixes: 221
Registered: ‎27-04-2007

Re: I'm Totally Confused on Broadband Speed...

Hi @sheilamoose

 

I'm really sorry that your connection speeds aren't where they should be. I've just picked this up and tests have picked up on a line fault so we'll need to arrange an Openreach engineer appointment with you. 

 

Please let me know if you can be free in one of these slots which we can book Monday to Friday:

 

AM = 08:00 to 13:00

PM = 13:00 to 18:00

 

Please let me know when you can and I'll keep following things up with you.

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
jab1
Legend
Posts: 17,654
Thanks: 5,754
Fixes: 265
Registered: ‎24-02-2012

Re: I'm Totally Confused on Broadband Speed...

Cor blimey, @adamwalker - that was quick!! 😉

John