connection speed dropped from 35Mbps to 6Mbps way below 16Mbps Speed guarantee

[#1]

Hello,

For last 6 months my connection was solid 36Mbps download and 6Mbps upload, there was no problems until last Monday when connection dropped several times and the line has synced to very slow speed of 6Mbps download and 1Mbps upload. This is also well below the Guarantee speed of 16Mbps. There was no change of any hardware or wiring on my end. Also in my Plusnet account Estimated speed has change has dropped from 32-36 to  18 - 20Mbps. Can anyone help me restore the connection to original speeds? Many thanks

[#2]

@JohnDoe   you could start with the Help and Troubleshooting pages to help give a better description of your issues:

https://www.plus.net/help/broadband/connection-troubleshooting/ u could start with the Help and Troubleshooting pages 

[#3]

Hi Thanks,

I have already gone through the troubleshooting steps, The line is synced to 6 ish Mbps and this (if Im correct) would indicate problem with the line? any thoughts

[#4]

The easiest way to tell would be a quick call to 17070 option 2 - is the line quiet?

But your uptime of 1 min does not look good. 

Have you reported a fault or used the system to check your line?

[#5]

Also the phone line seem to be not working - unable to call in or out, but since I don't normally use it, and only phone I have is old bt cordless thing I'm not certain if it is not a phone fault.

[#6]

the uptime is short because I have tested spare router.

[#7]

I am unable to connect to advanced test from BT Wholesale, the line seems to be dead (but it could be my phone - however unlikely) and yes I've reported broadband fault.

[#8]

Your broadband is not going to work well if your phone line is not working properly and is quiet. 
Get the -hone line sorted and the broadband will follow.

[#9]

Hi @JohnDoe 

Thanks for reaching out over the forums, you can drop me a PM with your username and I can take a further look into the phone line to see if I can find anything. 

[#10]

Moderators Note

This topic has been moved from Full Fibre to Broadband

[#11]

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@JohnDoe wrote:

Hi Thanks,

I have already gone through the troubleshooting steps, The line is synced to 6 ish Mbps and this (if Im correct) would indicate problem with the line? any thoughts

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@JohnDoe

I don't know if you realise, but from the info above you actually have FTTP (i.e. full fibre) available to you should you wish to upgrade.  However, as things stand at the moment, unless you jump through some hoops there is no simple way of retaining your phone number by porting it to a VoIP provider without running two parallel services for a short time while the changeover takes place (FTTP and FTTC).

[#12]

Thank you @csmith94 I'll send the details now.

[#13]

@RobPN @ Thanks How long upgrade to FTTP normally takes?

[#14]

@JohnDoe 

Time taken for an upgrade to FTTP can vary according to several factors such as installer availability in your area, whether any ducts need unblocking etc.  It may take a week, or it may take a month, you'll only find out when you apply.

Reading some of the threads in the Full Fibre board may give you some insight.

[#15]

@JohnDoe - Thanks for PM'ing me, there is a Major Service Outage in your area which is currently being worked on. There is an estimated fix due on the 05/04/2023 17:57:00 but please keep in mind that this is only estimated and could be quicker but could also take longer to fix. There's a ticket open with our faults team so they'll be keeping you up to date. 

Currently with your Full Fibre order, we're planning on getting you installed on the 02/05/23. There is some external work first of all to get the infrastructure ready so when this is fully completed you'll receive an email to confirm the installation date. I'd estimate you'll have this confirmed 5 working days from when your order was placed so sometime Friday.