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Speed has gone from 20 to 12

TJ84
Hooked
Posts: 5
Registered: ‎23-04-2023

Speed has gone from 20 to 12

Hi,

I recently had a new master socket plate fitted after raising a fault through plusnet. Speed was an unbearable 11-12mb and not even half a mb upload. New face plate did the trick and i had speeds in the very high teens early 20's aswell as 3-4mb upload which was like having FTTP such was the difference it made.

 

A month or so later the speeds have now fallen back to 12mb / 0.5mb and makes my gaming experience unplayable, and i cant understand what has happened?

 

I dont understand anything contained in the screenshot attached but hopefully it provides some clues.

 

Cheers

10 REPLIES 10
jab1
Legend
Posts: 17,265
Thanks: 5,553
Fixes: 258
Registered: ‎24-02-2012

Re: Speed has gone from 20 to 12

@TJ84 Looking at that screenshot, you are on a very long copper run from your Fibre cab, but you do seem to be at the bottom of the expected range. Which Hub do you have, and can yo please run this test and report the results please:https://speedtest.btwholesale.com/

John
TJ84
Hooked
Posts: 5
Registered: ‎23-04-2023

Re: Speed has gone from 20 to 12

Indeed, im about as far away from the cabinet as possible.

 

I have the Hub one router.

 

PING

29

ms
DOWNLOAD

12.22

Mbps
UPLOAD

0.55

Mbps

 

jab1
Legend
Posts: 17,265
Thanks: 5,553
Fixes: 258
Registered: ‎24-02-2012

Re: Speed has gone from 20 to 12

That doesn't look like the report I was expecting - see below for what I was. As I said, you are a long way from the cab, but your speeds are low.

Screenshot 2023-04-23 at 22-07-52 BTW Performance Tester.png

 

John
TJ84
Hooked
Posts: 5
Registered: ‎23-04-2023

Re: Speed has gone from 20 to 12

See attached, cheers

jab1
Legend
Posts: 17,265
Thanks: 5,553
Fixes: 258
Registered: ‎24-02-2012

Re: Speed has gone from 20 to 12

OK - that is clearer, thanks. It proves, to me, that your connection is not optimal. If you can wait until tomorrow morning, I will post some further help, but if you want to prod Plusnet in advance:

 

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
TJ84
Hooked
Posts: 5
Registered: ‎23-04-2023

Re: Speed has gone from 20 to 12

Thanks John,

 

I sadly dont have a landline so cannot perform this test. I just dont undertsand how it was perfect for a month immediately after the installation of the new faceplate but has now suddenly reverted back to the stone age.

 

jab1
Legend
Posts: 17,265
Thanks: 5,553
Fixes: 258
Registered: ‎24-02-2012

Re: Speed has gone from 20 to 12

OK - no landline is unfortunate while you are on FTTC, as it is an essential tool. However, just use the broadband reporting option.

John
willcutforth
Plusnet Help Team
Plusnet Help Team
Posts: 1,522
Thanks: 580
Fixes: 99
Registered: ‎27-11-2020

Re: Speed has gone from 20 to 12

Hey there @TJ84 I can see an engineer has been booked out for you! Do you need anything else at the min?

If this post resolved your issue please click the 'This fixed my problem' button
 Will Cutforth
 Plusnet Help Team
TJ84
Hooked
Posts: 5
Registered: ‎23-04-2023

Re: Speed has gone from 20 to 12

Hi Will,
I'm not quite sure what an engineer visit will achieve to be honest as I only had one here last month to I stall the new MK4 faceplate. I have been told the engineer would possibly just be going to the green cabinet, so we shall shall see.

willcutforth
Plusnet Help Team
Plusnet Help Team
Posts: 1,522
Thanks: 580
Fixes: 99
Registered: ‎27-11-2020

Re: Speed has gone from 20 to 12

I'm hoping something can be achieved for you! Sometimes it takes a few to get to the bottom of the issue.

If this post resolved your issue please click the 'This fixed my problem' button
 Will Cutforth
 Plusnet Help Team