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Fibre Extra Speed drop

LD19_QQ
Hooked
Posts: 6
Registered: ‎06-12-2019

Fibre Extra Speed drop

As of 5th December I noticed a drop in speed.  I powered off the router & modem (as it usually fixes the issue) but I am still getting slow speeds. 

The BT Speed test reports:

Download Speed (Mbps): 16.04
Upload Speed (Mbps) : 6.10
Ping Latency (ms): 23

I have also attached the results of the IP Profile which is giving me a range of 18-20Mbps.  I cannot carry out a phone test as I have never owned a landline and the modem will not plug in to the master socket as its a different shape.  Is there anything else I need to check?  Can someone at Plusnet check from their end?  Thanks.

1 REPLY 1
LordFoul
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 779
Fixes: 32
Registered: ‎06-08-2018

Re: Fibre Extra Speed drop

Hi @ LD19_QQ,

 

Thanks for getting in touch.

 

I appreciate your situation and understand the need to ensure your broadband speeds are at their optimal level.

I have run a diagnostic check on your line and can see that there is a possible fault on the copper part of the line.

 

I have raised this with our suppliers. Please can you also go through some troubleshooting and also ensure you are connected to the test socket.

 

I also need you to accept the engineer statement via this ticket.

 

Let us know once you have done this so I can get the fault progressed.

 

Thanks - LF