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Now on fibre & disappointed with speeds...

meyre68
Grafter
Posts: 46
Registered: ‎12-03-2013

Now on fibre & disappointed with speeds...

Hi,
I'm new to Plusnet & got activated today. Previously with BE on copper I was getting 12Mb down and 1.2Mb up. Now I'm on fibre with you I only get 13.89Mb down and 0.97Mb up. To say I'm disappointed would be an understatement  Embarrassed
I gather after 7-10 days this won't change much if at all?
Thanks in advance  Smiley
8 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 13,763
Thanks: 268
Fixes: 78
Registered: ‎27-04-2007

Re: Now on fibre & disappointed with speeds...

Hi there,
Sorry if this is disappointing but the estimated speeds for fibre on your line are lower than what you've mentioned.
I'm assuming the type of connection with BE was based on LLU technology which in some cases can offer faster speeds over a copper line.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
meyre68
Grafter
Posts: 46
Registered: ‎12-03-2013

Re: Now on fibre & disappointed with speeds...

cable.co.uk says I should get 30Mb as I'm only 1.1 miles from my exchange. They are obviously wrong/lied about the speed then Angry
Because of their result I decided to go with you as they had a link to Plusnet  for my phone & BB package that i'd chosen. My friend(with EE) is 400 metres closer to the green cabinet than me and he gets 39Mb down / 12Mb up we're on the same green cabinet.
Suppose I should be happy I'm slightly faster than copper? Why the crap upload?
Plusnet Help Team
Plusnet Help Team
Posts: 13,763
Thanks: 268
Fixes: 78
Registered: ‎27-04-2007

Re: Now on fibre & disappointed with speeds...

In the event if the estimate might be wrong, which can happen but isn't frequent, I'd advise raising a fault here http://faults.plus.net
Let me know when you have and I'll take a look at that with a colleague for you.
Adam
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
meyre68
Grafter
Posts: 46
Registered: ‎12-03-2013

Re: Now on fibre & disappointed with speeds...

I tried to do that but...
Broadband Troubleshooter - Error
There's been a problem
We're sorry, but you can't use the Broadband Troubleshooter to report a fault on your service. Please contact our Support Team for help.

I will just assume cable.co.uk lied to get customers for the ISP's they list  Angry
If I knew I'd only be slightly faster than copper but a WORSE up speed then I'd have stayed with BE a while longer but now locked into an 18 month contract. Roll eyes

[Edit]
Telephone number:
0128xxxxxxx
Phone exchange:
SWADLINCOTE
Estimated line speed:
10Mb (Accurate to within +/- 1Mbit) - Checked on 2013-03-01 23:39:07
Current line speed:
37 Mb
Why am i not getting the current line speed?
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: ‎13-07-2012

Re: Now on fibre & disappointed with speeds...

Hi there,
Could you try the faults troubleshooter again? Not sure why you got that error?
Quote
Current line speed:
37 Mb
Why am i not getting the current line speed?

This is your profile that is set on our systems, we set this to the highest available on your product while we establish what your connection speed will run at and then adjust it accordingly.
meyre68
Grafter
Posts: 46
Registered: ‎12-03-2013

Re: Now on fibre & disappointed with speeds...

I've done the test again and this time it asked me 1 question.
Pick up one of your phone handsets and listen. Do you hear a dial tone?
Answer = No because its a cordless handset I hear silence. Reply: Your line is at fault.
Click the back button & try again...
Answer = Yes, I hear a dial tone & no noise.  Reply: Ok,that's all the information we need.
Roll eyes
Community Gaffer
Community Gaffer
Posts: 17,683
Thanks: 666
Fixes: 167
Registered: ‎05-04-2007

Re: Now on fibre & disappointed with speeds...

Quote
cable.co.uk says I should get 30Mb as I'm only 1.1 miles from my exchange. They are obviously wrong/lied about the speed then

Whilst I understand that the estimate from cable.co.uk was 30Mb, the one we provided you was 10Mb and that's based of the Wholesale data for your line. Realistically if you're getting more than this we may not be able to get you much (if any) of a speed increase.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
meyre68
Grafter
Posts: 46
Registered: ‎12-03-2013

Re: Now on fibre & disappointed with speeds...

Virgin were in the list of ISP's too and they claimed to offer 30Mb the same claim as cable.co.uk made.
Results of a few tests:
3/13/2013 5:24 PM GMT 87.112.112.249 11.70 Mb/s 0.97 Mb/s 18 ms London < 50 mi
3/13/2013 5:21 PM GMT 87.112.112.249 11.61 Mb/s 0.98 Mb/s 23 ms Coventry ~ 100 mi
3/13/2013 5:20 PM GMT 87.112.112.249 11.74 Mb/s 0.98 Mb/s 22 ms Milton Keynes ~ 50 mi
3/12/2013 5:02 PM GMT 87.112.112.249 13.96 Mb/s 0.97 Mb/s 18 ms Coventry ~ 100 mi
3/12/2013 4:35 PM GMT 87.112.112.249 13.89 Mb/s 0.97 Mb/s 23 ms Coventry ~ 100 mi
3/12/2013 2:26 PM GMT 87.112.112.249 13.95 Mb/s 0.97 Mb/s 25 ms Sheffield ~ 150 mi
3/12/2013 1:55 PM GMT 87.112.112.249 14.08 Mb/s 0.97 Mb/s 17 ms Maidenhead ~ 50 mi
3/12/2013 1:54 PM GMT 87.112.112.249 13.96 Mb/s 0.97 Mb/s 22 ms Maidenhead ~ 50 mi
3/12/2013 1:54 PM GMT 87.112.112.249 13.94 Mb/s 0.97 Mb/s 22 ms Maidenhead ~ 50 mi
As you can see I'm getting slower. I was faster than 11.7Mb on copper! IF things don't improve don't expect me to stay when I can get faster CHEAPER!