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Fibre Broadband Speed Below Estimate

MisterG1
Dabbler
Posts: 11
Thanks: 2
Fixes: 1
Registered: 12-07-2016

Fibre Broadband Speed Below Estimate

I upgraded to fibre on 5th July and was achieving a connection speed of 23Mb.  This was within the estimated 18-25Mb, so I was happy with that.

Since then the speed has dropped to 15Mb.  I raised a Question #129885678 and the CS rep said that they would arrange a reset.  This was on 20th July, but the speed has remained at 15Mb.

I have tried contacting CS again, but no response.

Can someone at Plusnet please look into this.  Thank you.

 

6 REPLIES
Community Gaffer
Community Gaffer
Posts: 17,646
Thanks: 640
Fixes: 162
Registered: 05-04-2007

Re: Fibre Broadband Speed Below Estimate

I'm just testing your line now, however on initial glance I'd advise reporting this to us as a fault at https://faults.plus.net - the advisor you spoke to previously did not do the right thing, so I've passed feedback on about that and offer my apologies.

 

There's a little instability on your line, it drops out every now and then.

 Although we can see it's syncing below the estimates:
Description GEA service test completed and no fault found but unable to check for customer equipment connected to modem.
Main Fault Location OK
Sync Status In Sync
Downstream Speed 16.3 Mbps
Upstream Speed 2.0 Mbps
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
MisterG1
Dabbler
Posts: 11
Thanks: 2
Fixes: 1
Registered: 12-07-2016

Re: Fibre Broadband Speed Below Estimate

Thanks Chris.  I did try a few soft disconnects to see if it improved, but it obviously didn't.  As requested, I have raised a fault.

Community Gaffer
Community Gaffer
Posts: 17,646
Thanks: 640
Fixes: 162
Registered: 05-04-2007

Re: Fibre Broadband Speed Below Estimate

Thanks for that. I've pushed the fault through to our suppliers on this and updated the ticket.

If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
MisterG1
Dabbler
Posts: 11
Thanks: 2
Fixes: 1
Registered: 12-07-2016

Re: Fibre Broadband Speed Below Estimate

Hi PN.  I haven't heard anything from OR or yourselves yet on this.  Speed still sub 15Mb.

Community Gaffer
Community Gaffer
Posts: 17,646
Thanks: 640
Fixes: 162
Registered: 05-04-2007

Re: Fibre Broadband Speed Below Estimate

I've just checked the fault and it's going to need an engineer, can you respond to the ticket on your account with the information requested.

If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
MisterG1
Dabbler
Posts: 11
Thanks: 2
Fixes: 1
Registered: 12-07-2016

Re: Fibre Broadband Speed Below Estimate

I have responded and given you times and days.  Thanks