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0.2mb upload speed on fibre :(

fffffffffffffff
Newbie
Posts: 2
Registered: 07-05-2018

0.2mb upload speed on fibre :(

I've been with plusnet for around 5 years and had almost no issues prior to this. 

The last few days I've been intermittently getting as low as 10mb down and 0.1mb up, with an average of around 30-40mb down and 0.2 up.

 

Reported a line fault, also tested bypassing the router and plugging my pcs ethernet cable into the modem direct and no improvement there.

 

Any suggestions? 

4 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 131
Thanks: 54
Fixes: 9
Registered: 26-03-2018

Re: 0.2mb upload speed on fibre :(

Hi @fffffffffffffff

Really sorry this is happening for you.

This has now been forwarded to the relevant support team. We will carry on investigating your problem and your open fault will be updated as soon as more information is available.

To view the progress of this and see any updates feel free to keep checking this ticket on your account.

 

Thanks,

Alisdair

If this post resolved your issue please click the 'This fixed my problem' button
 Alisdair C
 Plusnet Help Team
Plusnet Help Team
Plusnet Help Team
Posts: 7,183
Thanks: 2,033
Fixes: 359
Registered: 21-04-2017

Re: 0.2mb upload speed on fibre :(

Hi there.

I've just checked the fault report with our suppliers and I can see we've been advised to book an appointment for an engineers visit to investigate this further. I've updated your fault ticket for you.

If you let us know over here once you've replied we'll get the visit booked in for you.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
fffffffffffffff
Newbie
Posts: 2
Registered: 07-05-2018

Re: 0.2mb upload speed on fibre :(

Update on the issues.

Rebooting the modem seemed to fix it as it was a daily problem, fixed it for a week then issues started again and rebooting the modem had no effect.
Plusnet sent a new modem out and it had been fine for a few weeks but the issue has come back. Speeds are higher during problem periods but disconnects are just as bad, over 10 already today.

This problem has been amplified by the new hub, the password wasn't set to my account password but the hubs admin password so whenever I do disconnect the connection password is reset to this incorrect default and I have to manually input my account password EVERY TIME. I can't permanently change that password to the correct one. 
This is beyond annoying.

 

Disconnects only been occuring again for the last 2-3 days and was infrequent at first ( once the first day ), 5+ yesterday and 10+ today ) but seems to be getting progressively worse.
I plugged into the test socket after the first 10 or so disconnects today, not sure how long to leave that before calling support again.

Plusnet Help Team
Plusnet Help Team
Posts: 150
Thanks: 75
Fixes: 13
Registered: 26-03-2018

Re: 0.2mb upload speed on fibre :(

Hi there,

 

I'm sorry to hear that the dropping connection issue has returned and that your new router is losing the account password whenever the connection drops. I'd like to apologise for the inconvenience that this has caused.

 

I've updated the router details on your account and this should hopefully stop it from losing the password, please let us know if you continue to experience this problem.

 

I've tested your line to look into the dropping connection and this test is now picking up an external fault. I've raised this over to our suppliers for further investigation and we should receive an update within 72 hours. Our faults team will contact you once we have the update.

 

Please see the ticket on your account here for more information and a copy of today's test results.

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