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Fibre Extra speed are nowhere near advertised.

Thats_What_I_Do
Newbie
Posts: 3
Registered: ‎25-08-2019

Fibre Extra speed are nowhere near advertised.

Plusnet, your Fibre Extra speeds leave a lot to be desired. Since upgrading in May, the speeds I've received have rarely been above what I received on your standard fibre. Speeds are so erratic as to be laughable.

Take a look at the attached screenshots. Then please downgrade me to the more reliable standard speeds.

 

5 REPLIES 5
VileReynard
Champion
Posts: 11,847
Thanks: 457
Fixes: 17
Registered: ‎01-09-2007

Re: Fibre Extra speed are nowhere near advertised.

1. Check that your telephone line doesn't have any noise on it.

2. Raise either an internet/voice issue, as appropriate.

"In The Beginning Was The Word, And The Word Was Aardvark."

Thats_What_I_Do
Newbie
Posts: 3
Registered: ‎25-08-2019

Re: Fibre Extra speed are nowhere near advertised.

1. Already done. No noise.

2. Done, several months ago.

Worse speeds than when first reported.

VileReynard
Champion
Posts: 11,847
Thanks: 457
Fixes: 17
Registered: ‎01-09-2007

Re: Fibre Extra speed are nowhere near advertised.

Report it again.

Don't give up - if nothing happens within a week, phone.

Keep doing it.

Get them to send a BT engineer if they can't fix it.

Problems are archived after a month and no one looks at them.

Don't forget to ask for financial compensation.

"In The Beginning Was The Word, And The Word Was Aardvark."

Community Veteran
Posts: 1,895
Thanks: 380
Fixes: 42
Registered: ‎13-08-2015

Re: Fibre Extra speed are nowhere near advertised.

Have you checked to see what your line is capable of on the DSL Checker?

Posting the results of speed tests don't help much - your results suggest congestion, but re they wired or WiFi? Is anything else using the internet on your test machine or something else on the network?

 

Plusnet Help Team
Plusnet Help Team
Posts: 14,324
Thanks: 4,468
Fixes: 730
Registered: ‎21-04-2017

Re: Fibre Extra speed are nowhere near advertised.

Thanks for getting in touch @Thats_What_I_Do I'm sorry to see you're experiencing speed problems. Apart from your upload speed being very slow, our tests aren't showing any issues as shown by the testing I've attached below:

GEA Test Detail
Circuit ID NA Service ID [redacted]
 
 
Test Outcome Pass
Test Outcome Code GTC_FTTC_SERVICE_0000
Description GEA service test completed and no fault found .
Main Fault Location OK
Sync Status In Sync
Downstream Speed 55.1 Mbps
Upstream Speed 2.3 Mbps
Appointment Required N
Fault Report Advised N
NTE Power Status PowerOn
Voice Line Test Result Pass
Bridge Tap Not Detected
Radio Frequency Ingress Not Detected
Repetitive Electrical Impulse Noise Not Detected
Cross Talk Not Detected
Estimated Line Length In Metres 415.5
Upstream Rate Assessment Low
Downstream Rate Assessment Low
Interference Pattern Regular Interference Observed Daily
Service Impact No Impact Observed
Interference Duration Longest Occurrence From00:00to02:15
Interference Location Other
Interference Observed In Days 0
Home Wiring Problem Not Detected
Downstream Policing Discard Rate 0.0
Customer Traffic Level Upstream and Downstream Traffic Detected
Technology VDSL
DP Type External
Profile Name 0.128M-80M Downstream, Error Protection Off - 0.128M-20M Upstream, Error Protection Off
Time Stamp 2019-09-27T13:30:00
Parameters MIN MAX AVG
Down Stream Line Rate 44.3 Mbps 69.7 Mbps 62.4 Mbps
Up Stream Line Rate 0.9 Mbps 18.5 Mbps 8.6 Mbps
Up Time 746.0 Sec 900.0 Sec 899.5 Sec
Retrains 0.0 4.0 0.0
Current and Last 15 Minute Bin Performance
Parameters Last Traffic Count(Upto 15 mins) Current Traffic Count(Upto 15 mins)
Start Time Stamp 2019-10-10T13:02:04.081+01:00 2019-10-10T13:17:04.081+01:00
Ingress Code Violation 0 0
Egress Code Violation 0 0
Errored Seconds 0 0
Severely Errored Seconds 0 0
Unavailable Seconds 0 0

Can you confirm how your devices are connecting to your router, are they connecting over WiFi or directly into the router using an ethernet cable? This will narrow down where the issue lies.

If your speeds are slow on a wired connection then I'd bet that the slow upload speed is affecting this and I'd recommend going through the troubleshooting steps Here to rule out any issues with your internal wiring/faceplate of the master socket. 

Failing that, I'd then recommend reporting a fault to us at http://faults.plus.net as I can see no actual broadband fault has been reported yet, just a discussion about changing the wireless channel in your router settings.

I'll head on over to your other thread now as I can see you've said you've got a billing issue.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team