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Disappointing 9MB on new fibre connexion

southerncomfort
Grafter
Posts: 82
Registered: 03-08-2007

Disappointing 9MB on new fibre connexion

I had fibre installed 4 days ago. Speed is not much better than adsl. I'm getting 9 to 10MB download, 5 upload, with 42 ping. This is more or less constant 24/7.
Any suggestions?
25 REPLIES
bill888
Seasoned Pro
Posts: 838
Thanks: 114
Fixes: 22
Registered: 18-10-2008

Re: Disappointing 9MB on new fibre connexion

Your Plusnet profile perhaps has not been adjusted if you upgraded from their ADSL product ?
Run a BT speed test and check your IP profile under 'Further Diagnostics'.
http://speedtest.btwholesale.com/
If the IP profile is considerably higher than 9-10Mb, then you will probably have to telephone Plusnet as their techies don't usually provide any support at weekends on this forum.
southerncomfort
Grafter
Posts: 82
Registered: 03-08-2007

Re: Disappointing 9MB on new fibre connexion

Thx for your reply Z. Looks like my profile has been upgraded. This is the result of the diagnostic test I just carried out:
Download speed achieved during the test was - 8.65 Mbps
For your connection, the acceptable range of speeds is  43.86 Mbps-54.82 Mbps .
Additional Information:
IP Profile for your line is - 54.82 Mbps
Not impressed. Will certainly be calling them.
Sc.

Community Veteran
Posts: 26,657
Thanks: 884
Fixes: 10
Registered: 10-04-2007

Re: Disappointing 9MB on new fibre connexion

https://portal.plus.net/my.html?action=data_transfer_speed should say around 54Mbps for your current line speed. If it doesn't ring up and ask for it to be corrected. Once that's done you may need to so a disconnect/connect on the router and you'll then be flying.
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
Community Gaffer
Community Gaffer
Posts: 17,644
Thanks: 636
Fixes: 162
Registered: 05-04-2007

Re: Disappointing 9MB on new fibre connexion

Everything looks fine on our side, but it appears that your connection hasn't dropped when the profile changed. Can you log in to your router and disconnect/reconnect once please. You should see a higher speed coming through once you've done that.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
southerncomfort
Grafter
Posts: 82
Registered: 03-08-2007

Re: Disappointing 9MB on new fibre connexion

Thanks. I've phoned your support line, and was talked thro some tests by Richard - discovered the router is duff - it thinks its ADSL. PlusNet are sending out a replacement router.

Sc
Community Gaffer
Community Gaffer
Posts: 17,644
Thanks: 636
Fixes: 162
Registered: 05-04-2007

Re: Disappointing 9MB on new fibre connexion

What speeds are you seeing now? The connection disconnected and reconnected (similar to my suggestion) so the new speeds should be coming through.
Without that disconnect and reconnect you would not have seen an increase in speed, so it may be that the router being duff is not actually correct.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
southerncomfort
Grafter
Posts: 82
Registered: 03-08-2007

Re: Disappointing 9MB on new fibre connexion

Hi Chris,
No I disconnect/reconnected twice - no difference. Then I called support. With the support guy we went thro a complete power off reboot of router and bt box, no change.
We then tested the connexion bypassing the router - 45Kbps.
Cheers
Sc.
southerncomfort
Grafter
Posts: 82
Registered: 03-08-2007

Re: Disappointing 9MB on new fibre connexion

Right, new router delivered and installed. I now get 37Mbps download using Ethernet, but only 13-15 download using wireless. I was hoping for better than that. My wireless connexion is showing strong (3-5 bars).
Can anyone suggest how to increase this for wireless please? Maybe I need to upgrade my wireless software?
Thanks
Sc.

Community Veteran
Posts: 26,657
Thanks: 884
Fixes: 10
Registered: 10-04-2007

Re: Disappointing 9MB on new fibre connexion

What type of wireless do you have in the PC, 803.11g or 803.11n?
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
southerncomfort
Grafter
Posts: 82
Registered: 03-08-2007

Re: Disappointing 9MB on new fibre connexion

I'm afraid I have no idea sorry. Where can I find that info?
In Network & Sharing centre there is Akamai Net Session, Intel wireless (not installed), Intel ProSet wireless tools.
Sc.
southerncomfort
Grafter
Posts: 82
Registered: 03-08-2007

Re: Disappointing 9MB on new fibre connexion

The PlusNet router says 802.11n. Signal strength - good. Now getting just 12Mbps download speed.
Cry
Sc.

Community Veteran
Posts: 1,412
Thanks: 4
Registered: 29-01-2009

Re: Disappointing 9MB on new fibre connexion

I don't think it matters what the router says, because it will be backwards compatible with whatever the PC requests. Looking at the information from the PC's perspective will be better.
Are you running Windows? If so, what version?
Plusnet Customer
Using FTTC since 2011. Currently on 80/20 Unlimited Fibre Extra.
southerncomfort
Grafter
Posts: 82
Registered: 03-08-2007

Re: Disappointing 9MB on new fibre connexion

Hi
Windows 7 Pro. Service Pack 1.
Sc.
Community Veteran
Posts: 1,412
Thanks: 4
Registered: 29-01-2009

Re: Disappointing 9MB on new fibre connexion

Left-click on the "wifi" icon (mine is a 5-bar signal strength icon) in the system tray; this should give you a list of the WiFi stations nearby, including the one you are connected to.
Right-click on the WiFi name you are using
Right-click on Status; that should give you a pop-up window showing a summary of the status
On tab "general" there should be an item labelled "speed": report this value back.
Click button "Details"; on a new pop-up, there should be an item "Description": report back the value.
Close this new pop-up.
Click button "Properties"; this should bring a new pop-up
On tab "Networking, see content of box labelled "Connect Using": report this text
Something in that output should give us a clue about the PC's side of things.

Plusnet Customer
Using FTTC since 2011. Currently on 80/20 Unlimited Fibre Extra.