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fibre broadband low speed new PN customer

neemo
Newbie
Posts: 7
Registered: 11-01-2014

fibre broadband low speed new PN customer

Hi all
i was connected to plusnet on the 8th Jan
the BT engineer came and set me up
as im moving into the house i didnt have my laptop with me
ive run a few speed tests over the last few days and im only connecting at 36 meg my estimated speed is 78 meg
i thought the speed would pick up as the line settles but i guess this is not the case.

can anyone help please
thanks
Postcode:
Phone exchange:
LLANELLI
Estimated line speed:
78Mb (Download speed could vary depending on line conditions. Estimates are the maximum speeds that your phone line can support. These speeds are dependent on the package you choose.) - Checked on 2013-12-10 19:22:03
Current line speed:
37 Mb
12 REPLIES
ScottJames
Grafter
Posts: 65
Registered: 17-12-2013

Re: fibre broadband low speed new PN customer

Hey neemo
Sounds like you could be on the wrong speed profile. I had exactly the same thing. One of the plusnet team saw my thread and set the correct profile. Since then I have been getting about 71-72Mb.
The other thing you could do is call plusnet and ask. If you can hold on until monday then I have found that the plusnet staff that keep an eye on the forums are very helpful, and get things sorted quickly.
Plusnet Help Team
Plusnet Help Team
Posts: 5,425
Thanks: 504
Fixes: 187
Registered: 01-01-2012

Re: fibre broadband low speed new PN customer

Hi there
I've updated the current line speed on your account to the correct value.
This should take affect within the next 15 minutes but if you don't see any improvement you may need to log into the router and disconnect then reconnect your connection
Any further issues please let us know
If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
neemo
Newbie
Posts: 7
Registered: 11-01-2014

Re: fibre broadband low speed new PN customer

Thanks for the help Scott and Matt
ive reset my router and now im getting even lower speeds
14 meg down and 11 meg up?
not quite sure with whats going on there
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: 18-07-2007

Re: fibre broadband low speed new PN customer

Hi, is that wireless? Your speeds should be significantly better than that, we're showing you as having a 77400 profile downstream and 19000 up. Does the BT speedtest (http://speedtest.btwholesale.com) show the same as it did a couple of days ago, ideally using a PC with a wired connection?
neemo
Newbie
Posts: 7
Registered: 11-01-2014

Re: fibre broadband low speed new PN customer

Hi Matt
all tests have been run with Ethernet then wireless connections
to confirm that the ethernet cable supplied is working ok.
speeds via ethernet on BT speedtest
download speed 17.02
upload speed 14.37
ping 37.63
ive also just found a card from the BT Openreach engineer
stating that he has checked my line today and no faults have been found
i wasnt even aware that i was having a visit from the engineer today.
ive also just run an ookla speed test as well results below
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: 18-07-2007

Re: fibre broadband low speed new PN customer

Hmm, the fault's still in hand but isn't yet asking for an engineer visit - though it does say one's been arranged with yourself? Please advise if this isn't the case as we may need to chase it and try to coordinate the appt booking there.
neemo
Newbie
Posts: 7
Registered: 11-01-2014

Re: fibre broadband low speed new PN customer

Hi Matt
An BT Openreach Engineer has turned up today, i wasnt aware that one was booked.
luckily enough i was in,
he has checked the line with his equipment and can see 78 meg max output
with 20 meg upload
he has said that the throughput is ok with BT line
the issue is with the Plusnet side and your equipment thats fitted to the exchange.
i have even tried 2 different routers just incase it was a router fault
my speed is showing between 10-17 meg download

i was getting 17 meg download on ADSL
any ideas?
cheers.
Moderator
Moderator
Posts: 26,532
Thanks: 1,534
Fixes: 100
Registered: 14-04-2007

Re: fibre broadband low speed new PN customer

Plusnet do not have equipment in exchanges.

Customer and Forum Moderator.

neemo
Newbie
Posts: 7
Registered: 11-01-2014

Re: fibre broadband low speed new PN customer

Strat
just passing on what the engineer said to me
he even showed me on his test kit the 78 meg speed
Community Veteran
Posts: 6,824
Thanks: 1
Registered: 27-10-2012

Re: fibre broadband low speed new PN customer

Are you running the test on a PC or Mac? Which browser?
neemo
Newbie
Posts: 7
Registered: 11-01-2014

Re: fibre broadband low speed new PN customer

Hi Andy
im running on a PC with windows 8.1
also did my test via wifi on my samsung galaxy 3
and the engineer carried the test out on his works laptop and iphone
neemo
Newbie
Posts: 7
Registered: 11-01-2014

Re: fibre broadband low speed new PN customer

Brilliant
whatever someone has done please leave it that way
just run another test and got this

so id like to thank you all with your patience and help in getting this sorted out
cheers!