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Fiber speed is not right?? Wrong profile??

greens117
Hooked
Posts: 9
Registered: 10-05-2018

Fiber speed is not right?? Wrong profile??

Hi I've just moved from Talktalk to Plusnet
And Im on the fastest fiber extra I should be getting at least 55mb down but I'm getting 11/7mb down 10mb up.
On TT I was getting constant speeds of 55mb
Please can someone help ?
Am I on the wrong profile?
Thanks
Tags (1)
12 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 328
Thanks: 98
Fixes: 20
Registered: 26-03-2018

Re: Fiber speed is not right?? Wrong profile??

Hi @greens117

I had a look at your connection and you are currently syncing at 47.1Mbps which is above the outside estimate of 
33.8 - 41.4Mbps our supplier has provided for you line. 

 

I did notice, however, that you were on a hot VLAN. This basically means that the part of our suppliers network your connection is routed through at the exchange is congested and having capacity issues.

I've discussed this with our suppliers and they've arranged to move your circuit to a different VLAN/part of their network.

We're expecting this to happen within the next 48 hours. 

I've placed an open ticket on your account and we shall update this once we have more information.

 

Kind Regards,

 

Alisdair 

If this post resolved your issue please click the 'This fixed my problem' button
 Alisdair C
 Plusnet Help Team
greens117
Hooked
Posts: 9
Registered: 10-05-2018

Re: Fiber speed is not right?? Wrong profile??

Thanks
Although I'm meant to be getting the ultra high fiber witch I payed four?
Talktalk was sync at 70+

Plusnet Help Team
Plusnet Help Team
Posts: 5,509
Thanks: 518
Fixes: 194
Registered: 01-01-2012

Re: Fiber speed is not right?? Wrong profile??

I can see that when you signed up we gave you a estimate of between 40 and 62mbps.

Unfortunately your current sync speeds are within this range so we wouldn't be able to progress this as a fault.

With regards to moving you to a different VLAN we've been advised this is due to complete Monday.

Apologies for any inconvenience caused.

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
greens117
Hooked
Posts: 9
Registered: 10-05-2018

Re: Fiber speed is not right?? Wrong profile??

OK thanks!, can you let me know when the vlan switch has been carried out?
Plusnet Help Team
Plusnet Help Team
Posts: 313
Thanks: 124
Fixes: 26
Registered: 26-03-2018

Re: Fiber speed is not right?? Wrong profile??

Hi @greens117,

 

I've checked for an update on the VLAN change and it's not gone through yet. We're expecting this to complete by midnight tonight at the latest, so we'll check back on this for you tomorrow.

If this post resolved your issue please click the 'This fixed my problem' button
 Emily D
 Plusnet Help Team
greens117
Hooked
Posts: 9
Registered: 10-05-2018

Re: Fiber speed is not right?? Wrong profile??

Any update? Thanks
greens117
Hooked
Posts: 9
Registered: 10-05-2018

Re: Fiber speed is not right?? Wrong profile??

Any update please?Huh
Plusnet Help Team
Plusnet Help Team
Posts: 5,509
Thanks: 518
Fixes: 194
Registered: 01-01-2012

Re: Fiber speed is not right?? Wrong profile??

It looks like the move has completed but unfortunately you've ended up on another hot one.

We've passed it back for further investigation.

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
greens117
Hooked
Posts: 9
Registered: 10-05-2018

Re: Fiber speed is not right?? Wrong profile??

Wow how did that happen?
greens117
Hooked
Posts: 9
Registered: 10-05-2018

Re: Fiber speed is not right?? Wrong profile??

Any update please?
greens117
Hooked
Posts: 9
Registered: 10-05-2018

Re: Fiber speed is not right?? Wrong profile??

Hello !!!? Any update pleaseHuh?
greens117
Hooked
Posts: 9
Registered: 10-05-2018

Re: Fiber speed is not right?? Wrong profile??

Any update ? Please