Renewed My Broadband and they halved my speeds

[#1]

I renewed my broadband service with Plusnet in the last few days, I didn't change the package at all. Everything remained the same. To my surprise, they've halved my speeds. So 3 days ago I was getting 40mb download speeds and now I'm down to 20mb.

Is this common with Plusnet nowadays as I never had this issue with them before? 

[#2]

@nick44 I presume you you are on either the 'Fibre' or 'Fibre Extra' package - which one? To be honest, this sounds like you have have a fault develop.

Which router do you have?

[#3]

I'm on Fibre Extra. 

Definitely no fault. It was in the email they sent me which discloses what speeds you'll be receiving as part of your new contract. I was obviously quick to test the line after reading it, and sure enough, the speeds quoted in the email were now what I was receiving. 

[#4]

EDITED - Having read your edit. If you are on Fibre Extra, but only getting 40 down, you obviously are on a long length of copper 'final mile', but there is no way the speed should halve like that without a fault. 

[#5]

Well its the figure they are quoting in the email. If I hadn't had this quoted in the email, then sure I'd have questioned if there was a fault, but the speeds I'm receiving now are in line with the figures quoted in the email. I live way out in the country, which should explain the low speeds for Fibre Extra. 

By your response, it sounds like its very uncommon for them to punish your speeds to this extent when all you've done is renew the same package? 

[#6]

@nick44 It may be tomorrow now when  I can respond further, but can you post (1) the results from https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome obscuring your address, (2) the results of a speed test from: https://www.speedtest.net/ (3)your Hubs Technical Log - Information page - assuming you have a Hub2.

That will give us a chance to determine where things have gone pear-shaped.

[#7]

[#8]

Thanks, @nick44  - when those screenshots get released, I'll have a look.

[#9]

These are my results, but I'm struggling to access my router. Its not the Plusnet hub, its a TP Link router. We only had an engineer out maybe 6 months a go to fix an issue and they found no issues with the router at that time. Plus, as I commented previously, my line was running at around the 40mbps mark the day before the change of contract and it then switched to the much lower speed upon the new contract starting so it would be freakishly unlikely for a problem to develop at exactly the same moment as the contract changing. 

[#10]

OK. The fact you are using a third-party router complicates things a little, but hopefully we can get round the issue.

If you were previously getting 40, there is no reason, other than a fault, why your actual speeds should fall.

What is the actual model of router you are using?

[#11]

@jab1 

I have released the images

@nick44 

Which TP-Link device do you have? Most TP-Link routers can be accessed using 192.168.1.1 or maybe 192.168.0.1

[#12]

Thanks, @Dan_the_Van 

[#13]

@nick44 Looking at those two screenshots - (1) your achieved speed is below the hand-back threshold, so you are within your rights to insist Plusnet investigate the issue and get it resolved. (2) your upload ping is possibly not  helping, but the cause of that needs a separate investigation potentially, and is outside my scope of experience.

[#14]

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@nick44 wrote:

.... To my surprise, they've halved my speeds. So 3 days ago I was getting 40mb download speeds and now I'm down to 20mb.

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'They' have not halved your speed. You either have a problem with the connection to your property or one with your internal wiring. With a bit of self help you can isolate which it is.

First of all, is your hub connected to your BT Master socket or an extension? If an extension, temporarily move it to the Master socket location and check the speed using an Ethernet connection between the Hub and a computer.

If no better, try testing from the test socket, see: https://youtu.be/Uv6sjEwANu8

Tell us how you get on.

[#15]

The figures in the email come from OBSERVED performance over a period of time.

When did you previously do a speed test and what was it?

A line fault (or possibly an internal wiring fault( seems likely.  The fact that an engineer was out six months ago does not give rise to confidence that there is no fault on the line.  Given it’s a long line (to the cabinet?) would to suggest there’s a good few joints having the potential to go iffy!