cancel
Showing results for 
Search instead for 
Did you mean: 

Really bad speed issues. 2.5mbit on fibre

lynmeyer
Newbie
Posts: 9
Registered: 01-09-2014

Really bad speed issues. 2.5mbit on fibre

Hello there,
Ive run a speedtest at home and found that the broadband speed is now around 2.5mbit - this was always 60+.
This is true for both wired and wireless connections, the connection has no other machines connected to it.
Could this be some sort of profile issue?
Currently in the queue for support but the queue time is 60 minutes.
18 REPLIES
Community Veteran
Posts: 38,402
Thanks: 996
Fixes: 58
Registered: 15-06-2007

Re: Really bad speed issues. 2.5mbit on fibre

Community Veteran
Posts: 6,824
Thanks: 1
Registered: 27-10-2012

Re: Really bad speed issues. 2.5mbit on fibre

What's your line speed here https://portal.plus.net/my.html?action=data_transfer_speed and can you run the BT Speed Test/Further Diagnostics (http://speedtest.btwholesale.com/) and post your IP Profile?
lynmeyer
Newbie
Posts: 9
Registered: 01-09-2014

Re: Really bad speed issues. 2.5mbit on fibre

OldJim,
Estimated line speed:
There's no speed estimate currently held on your account.
Current line speed:
7.6 Mb
I'm not sure why the speed is so bad, it's very close to the local cabinet and was always much better than this.
BT Wholesale check reads as follows - 2.15 down, 3.97 up and 42.50ms latency
Community Veteran
Posts: 6,824
Thanks: 1
Registered: 27-10-2012

Re: Really bad speed issues. 2.5mbit on fibre

On the BT Wholesale test, can you click on Further Diagnostics and run the next test?
I would imagine your IP Profile is even lower now.
lynmeyer
Newbie
Posts: 9
Registered: 01-09-2014

Re: Really bad speed issues. 2.5mbit on fibre

Andy,
Had to change the login to the speedtest@domain thing, didn't even load the speed checker correctly so cannot even get the IP profile.
Community Veteran
Posts: 6,824
Thanks: 1
Registered: 27-10-2012

Re: Really bad speed issues. 2.5mbit on fibre

It should be on the page after you enter your phone number. Will be some bar lines saying something about acceptable speed for your line etc.
lynmeyer
Newbie
Posts: 9
Registered: 01-09-2014

Re: Really bad speed issues. 2.5mbit on fibre

No such message - however..
Got through on the phone.
Apparently the service ID was wrong, hence no estimated speed.
Have to book an engineer to look into it, 96 hours to book an appointment plus whatever lead time that also carries.
Community Veteran
Posts: 3,380
Thanks: 2
Registered: 18-01-2013

Re: Really bad speed issues. 2.5mbit on fibre

Back when I first had FTTC, my speed dropped to similar. I logged on to the router, disconnected then turned everything off for 10 minutes.
I did this 3 or 4 times in the first six months but it is totally stable now.
Apologies if you have already tried this but worth a go if you haven't
Community Veteran
Posts: 38,402
Thanks: 996
Fixes: 58
Registered: 15-06-2007

Re: Really bad speed issues. 2.5mbit on fibre

There are two problems
The current line speed has reset to an ADSL value
The speeds that you are getting - assuming your are checking wired not wireless - are so bad that this isn't the main cause
You can tell that by the upload speed of only 3.97Mbps when you used to get 60Mbps+ download which would have given you about 15Mbps+ upload
Community Veteran
Posts: 6,824
Thanks: 1
Registered: 27-10-2012

Re: Really bad speed issues. 2.5mbit on fibre

There should be no cap on the upload speed though - either BT's or Plusnet's end.
It sounds like some kind of fault.
lynmeyer
Newbie
Posts: 9
Registered: 01-09-2014

Re: Really bad speed issues. 2.5mbit on fibre

It's been left that an engineer needs to come out and take a look at the service.
Tried leaving the equipment off for a while but to no avail, I am guessing that there was some fault which has caused the issue. There is no noise on the line at all and the connection despite being insanely slow has actually been stable apparently.
lynmeyer
Newbie
Posts: 9
Registered: 01-09-2014

Re: Really bad speed issues. 2.5mbit on fibre

We now have this: http://www.speedtest.net/my-result/3731378393
6.71 down, 15.56 up :/
Sure it's not just a profiling issue?
Plusnet Help Team
Plusnet Help Team
Posts: 4,766
Thanks: 344
Fixes: 136
Registered: 01-01-2012

Re: Really bad speed issues. 2.5mbit on fibre

Hi there
I'm not sure why you've been advised to raise a fault about this  Undecided
The profile was incorrect at 7.6 on our end which will have been restricting your speeds.
If you log into your router and disconnect then reconnect your connection you should see a increase.
Alternatively if you reboot your router this will have the same affect
Actually one of my colleagues is looking into this further for you now
If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
Community Veteran
Posts: 6,824
Thanks: 1
Registered: 27-10-2012

Re: Really bad speed issues. 2.5mbit on fibre

But why were the OPs upload speeds so low ("3.97 up") during the tests? None of the profiles should have limited them.