Disappointing downstream line rate
Hi all, new customer here with a 'quick' question.
Had a look through a few previous threads concerning this type of issue and noticed other people talking about similar problems so thought I'd ask the question.
I've obviously just signed up for Fibre and was initially estimated I'd receive around the 38mbps mark (even happier that, now on the service I've synced up @ 39mbps), however I appear to have fallen pray to a 21mbps line cap which was set on the 2nd day of service. This is obviously below the original estimation and frankly no faster than the ADSL service I had with Sky previously. In-fact, it'd go as far to say it's been worse with Plusnet as during heavily congested periods I've seen throughput reduced as much as 80% to 90% (and that's no exaggeration), something i didn't experience with my previous provider. To be honest, I'm not even bothered by this, I understand capacity is expensive and not everybody has bottomless pockets but I'll be more than a little disappointed if I can't find some kind of resolution to this issue as that's the sole reason as to why I moved. Once outside of my initial 6months I'll be paying more with Plusnet than I was with my previous supplier for an overall worse service.
So, day 1 of activation I decided to run a few speed tests (as you would when moving from one service provider to another solely for an increase in performance) and, on this day I was seeing around 35mbps throughput, which was obviously great and a gain on what I was receiving previously (and close to the original estimate from Plusnet). From the 2nd day to today, throughput has never been above 20mbps.
Knowing that I've had the same sync speed since day 1 and having had close to that in relation to throughput on the day of activation I'd assumed this was down to BT's DLM. Now I'm outside of my 14days I've had confirmation of my line rate from Plusnet which has obviously confirmed my suspicions :-[.
Anyway, my question is simply, has anyone been through the process of having Plusnet and BT troubleshoot this and what degree of success have you had?
Unfortunately I'm using Plusnet's router so don't have access to my line stats but I have attached a few speedtest screenshots.
Any help would be much appreciated. Thanks in advance!
Had a look through a few previous threads concerning this type of issue and noticed other people talking about similar problems so thought I'd ask the question.
I've obviously just signed up for Fibre and was initially estimated I'd receive around the 38mbps mark (even happier that, now on the service I've synced up @ 39mbps), however I appear to have fallen pray to a 21mbps line cap which was set on the 2nd day of service. This is obviously below the original estimation and frankly no faster than the ADSL service I had with Sky previously. In-fact, it'd go as far to say it's been worse with Plusnet as during heavily congested periods I've seen throughput reduced as much as 80% to 90% (and that's no exaggeration), something i didn't experience with my previous provider. To be honest, I'm not even bothered by this, I understand capacity is expensive and not everybody has bottomless pockets but I'll be more than a little disappointed if I can't find some kind of resolution to this issue as that's the sole reason as to why I moved. Once outside of my initial 6months I'll be paying more with Plusnet than I was with my previous supplier for an overall worse service.
So, day 1 of activation I decided to run a few speed tests (as you would when moving from one service provider to another solely for an increase in performance) and, on this day I was seeing around 35mbps throughput, which was obviously great and a gain on what I was receiving previously (and close to the original estimate from Plusnet). From the 2nd day to today, throughput has never been above 20mbps.
Knowing that I've had the same sync speed since day 1 and having had close to that in relation to throughput on the day of activation I'd assumed this was down to BT's DLM. Now I'm outside of my 14days I've had confirmation of my line rate from Plusnet which has obviously confirmed my suspicions :-[.
Anyway, my question is simply, has anyone been through the process of having Plusnet and BT troubleshoot this and what degree of success have you had?
Unfortunately I'm using Plusnet's router so don't have access to my line stats but I have attached a few speedtest screenshots.
Any help would be much appreciated. Thanks in advance!
Hi 
Really sorry about that, it seems your account was stuck on an ADSL speed profile on our side, I've updated that now, can you restart your router and check again for me please
Thanks
Really sorry about that, it seems your account was stuck on an ADSL speed profile on our side, I've updated that now, can you restart your router and check again for me please
Thanks
I presumed wrongly then 
I'm seeing around 22mbps now which is better. I'll keep an eye on it and report back.
I'm seeing around 22mbps now which is better. I'll keep an eye on it and report back.
Just want to make sure the right account is linked to your forum profile can you inbox me your plusnet username please
can you inbox me your plusnet username please
PM sent
Was that speed test using a wired or wireless connection?
That test was over wireless but I see identical results over ethernet. I will test over both again tomorrow when i re-check the throughput
Result!
Thanks Paul for the quick turnaround on this. Simple fix, happy customer
Thanks Paul for the quick turnaround on this. Simple fix, happy customer
Brilliant, glad it's working as expected
I've passed on the issue internally as it shouldn't actually be possible for this to happen with the order journey you went through, so we can avoid this in future
I've passed on the issue internally as it shouldn't actually be possible for this to happen with the order journey you went through, so we can avoid this in future
seems to be, yep. thanks muchly for the quick fix.