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Fibre Broadband speed lowered to 28MB/s

LEK
Dabbler
Posts: 12
Thanks: 1
Registered: 07-01-2017

Fibre Broadband speed lowered to 28MB/s

Good morning all,

 

Since moving into my property just over a month ago and having ported my Plusnet service across, I opted to go from the 38MB package to the up to 78MB package for the sake of a few extra quid.

 

All was well and the installation went without a hitch & no engineer was needed as I already had the required line installed in the property. As soon as it went live I was instantly able to make use of the full speed near enough (75MB/s is the best I get on it).

 

However, I noticed that after a few days of being connected - I was experiencing slower download speeds, one particular evening I noticed that it had decreased down to 28MB/s, I didn't think much into it at the time as I presumed that perhaps it may of been a traffic policy in place due to it being during peak hours. Fast forward to the next morning and the speed was the same again, and again the next day etc. After a few days (this was a fortnight after the service was installed), I decided to reboot the router and hey presto - back to normal again at 75MB/s... until the next day, back down to 28MB/s again!

 

The trend to keeping the connection back up to speed at 75MB's is having to keep rebooting the router every couple of days but I don't want & shouldn't have to do this as you can imagine, and according to the routers control panel that connection itself is always on the 79MB/s band and never at a lower band during the slower periods. Could someone advise on this or could a Plusnet personnel look into this for me ASAP?

 

Many thanks - Liam.

26 REPLIES
rongtw
Seasoned Hero
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Re: Fibre Broadband speed lowered to 28MB/s

Hopefull one of PN staff will pick this up Wink

If you want you can try the fault troubleshooter https://portal.plus.net/apps/kbdfaults

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MrSilver
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Re: Fibre Broadband speed lowered to 28MB/s

I had similar, speed dropped significantly, had to have my connection moved to another circuit and that fixed it. went back from 10 to 78!

LEK
Dabbler
Posts: 12
Thanks: 1
Registered: 07-01-2017

Re: Fibre Broadband speed lowered to 28MB/s

Thank you both for the replies Smiley

 

 

I'll await Plusnet's reply to this on what looks like to be on Monday now, taking into account that it's the weekend.

 

P.S. Rongtw - nice rig Wink

 

Liam.

Plusnet Staff
Plusnet Staff
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Registered: 22-08-2015

Re: Fibre Broadband speed lowered to 28MB/s

Hello @LEK

 

Sorry to hear you're having speed issues. I've tested your broadband and I've not detected an issue:

 

Sync Status In Sync
Downstream Speed 79.9 Mbps
Upstream Speed 20.0 Mbps

 

Can you run a speed test at http://speedtest.btwholesale.com completing the further diagnostics please? It would help our faults team once they pick up your ticket.

From when I joined the Plusnet Help Team in May 2017 my main Community account is @Gandalf.
If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Staff
LEK
Dabbler
Posts: 12
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Registered: 07-01-2017

Re: Fibre Broadband speed lowered to 28MB/s

Many thanks for your reply Anoush,

 

 

I will do the speedtest tonight when I get home from work. I suspect that it's still running exactly as it should as it was also the same when I last did a speedtest yesterday (my last router reboot was on Saturday).

 

 

We'll see if tonight is any different and I will post the results up.

 

Liam.

LEK
Dabbler
Posts: 12
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Registered: 07-01-2017

Re: Fibre Broadband speed lowered to 28MB/s

Evening Anoush,

 

Just rang the speed test as requested - to my surprise the download speed is 75MB/s & upload speed is 17MB/s as of writing.

 

I will however do another speed test tomorrow morning to see if the problem returns.

 

Liam.

Plusnet Staff
Plusnet Staff
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Registered: 22-08-2015

Re: Fibre Broadband speed lowered to 28MB/s

Evening.

Happy to hear your speed appears to be back up.

If you get a slow speed, just complete the further diagnostics and our faults team will investigate further once they've picked up your ticket.

*Fingers crossed* however your speed remains stable.
From when I joined the Plusnet Help Team in May 2017 my main Community account is @Gandalf.
If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Staff
LEK
Dabbler
Posts: 12
Thanks: 1
Registered: 07-01-2017

Re: Fibre Broadband speed lowered to 28MB/s

As kind of expected this evening... Sad Just done the test and it was also like this when I arrived home from work earlier on at 16:30PM. Any other ideas guys?

 

5955456425

 

Liam.

DS
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Re: Fibre Broadband speed lowered to 28MB/s

Compare your latest speed test using the BTwholsale one (that link is further up). If it's as low as that using the BT one then you will get to carry out further testing (after the further diagnostics page) - you may be told to change the BB username in the router menu, all the instructions are shown. The results are available to PN so they can use them to diagnose what might be wrong.

Another thing is, if you're connected via WiFi then try via Ethernet.

LEK
Dabbler
Posts: 12
Thanks: 1
Registered: 07-01-2017

Re: Fibre Broadband speed lowered to 28MB/s

I couldn't get the BT one to run last night for some reason but I've been able to run the test on it this morning, please see the below. I've also tried the internet via ethernet cable and it's still the same.

 

Plusnet.png

Liam.

DS
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Re: Fibre Broadband speed lowered to 28MB/s

At the bottom of the speed test results page, you should see further diagnostics - click this and you should see the results presented in a different way (should be two green bars but your top one may be red - if it is red you should see an additional test to complete. It's the latter test that PN will need

 

edit to correct a typo

LEK
Dabbler
Posts: 12
Thanks: 1
Registered: 07-01-2017

Re: Fibre Broadband speed lowered to 28MB/s

Just carried this out as well, please see the below:

 

Plusnet1.png

 

Liam.

DS
Pro
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Re: Fibre Broadband speed lowered to 28MB/s

Bottom right, click continueWink

 

Follow the instructions carefully - any devices will lose their connection to the www during this last test and make sure you note how your username@dsl..... is written as you'll need to switch back to this after the tap test completes.

LEK
Dabbler
Posts: 12
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Registered: 07-01-2017

Re: Fibre Broadband speed lowered to 28MB/s

Pretty much the same again as well with no other things noted so I didn't bother uploading a photo this time.

 

This is obviously a problem within my area or something intermittent on my line - could a Plusnet personnel investigate this further?

 

Many thanks - Liam.