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Fibre Hub sync at 39.99Mbs but only getting 4.9 Mbps download

FIXED
onlyonearrow
Newbie
Posts: 4
Registered: 11-04-2018

Fibre Hub sync at 39.99Mbs but only getting 4.9 Mbps download

New to fibre unlimited at 38Mb, upgrade made today.  Hub is showing sync at 39.99Mb, but I'm only getting 4.9Mb on download. Hub is showing Upload syncing at 6.5Mb and I'm getting 6.1Mb upload.

 

I was previously getting 3.5 - 4Mb on ADSL.  The estimated of broadband speed should be between 35Mbps and 40Mbps and minimum guaranteed access line speed is 32.4Mbps.

 

Using a wired connection and confirmed same speeds at test socket.

 

Is it a case of waiting a few days for download speed to improve, or is something amiss?  I expected  faster, with results from the BT availability checker:

 

 

 

9 REPLIES
Superuser
Superuser
Posts: 6,775
Thanks: 856
Fixes: 55
Registered: 30-07-2007

Re: Fibre Hub sync at 39.99Mbs but only getting 4.9 Mbps download

At a rough guess, I 'd say your Plusnet profile hasn't caught up with the change to Fibre and so it's still set at the ADSL value and is therefore limiting your download speed. Try contacting support and asking them to check...

onlyonearrow
Newbie
Posts: 4
Registered: 11-04-2018

Re: Fibre Hub sync at 39.99Mbs but only getting 4.9 Mbps download

Just spoken with Support.  They suspect the profile has not updated.  It may happen overnight automatically, but are requesting manual update and are to call me tomorrow evening to check if it's fixed.

 

 

Superuser
Superuser
Posts: 6,775
Thanks: 856
Fixes: 55
Registered: 30-07-2007

Re: Fibre Hub sync at 39.99Mbs but only getting 4.9 Mbps download

but are requesting manual update

Huh? It's the PlusNet profile, they should be able to check and do it there and thenRoll eyes

onlyonearrow
Newbie
Posts: 4
Registered: 11-04-2018

Re: Fibre Hub sync at 39.99Mbs but only getting 4.9 Mbps download

Not sure exactly why not there and then. But my call was after 9.00pm and I think staff authorised to make alteration had left. Let's see what happens later today.

Plusnet Help Team
Plusnet Help Team
Posts: 8,946
Thanks: 2,814
Fixes: 441
Registered: 21-04-2017

Re: Fibre Hub sync at 39.99Mbs but only getting 4.9 Mbps download

Fix

Welcome to the community forums @onlyonearrow

I'm sorry to hear your download speeds haven't increased since your fibre upgrade.

 

I've just made the adjustment to the speed profile on your account now.

Can you reboot your router and let us know how your speed looks afterwards?

 

Huh? It's the PlusNet profile, they should be able to check and do it there and thenRoll eyes

Whilst this is generally correct, the speed profile didn't automatically reconfigure to fibre following the automatic account change. Due to the way we work, not all advisers can fix this.

Once we configure the profile, any technical support adviser should be able to then adjust the speed of it.

 

Sorry for any inconvenience caused.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Superuser
Superuser
Posts: 6,775
Thanks: 856
Fixes: 55
Registered: 30-07-2007

Re: Fibre Hub sync at 39.99Mbs but only getting 4.9 Mbps download

@Gandalf, Thanks for that clarification

Plusnet Help Team
Plusnet Help Team
Posts: 8,946
Thanks: 2,814
Fixes: 441
Registered: 21-04-2017

Re: Fibre Hub sync at 39.99Mbs but only getting 4.9 Mbps download

No problems. Smiley
If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
onlyonearrow
Newbie
Posts: 4
Registered: 11-04-2018

Re: Fibre Hub sync at 39.99Mbs but only getting 4.9 Mbps download

Thanks @Gandalf

 

Rebooted router and now getting 35Mb download and 6Mb upload.

So adjustment to speed profile has worked.

 

Thanks for your help.

 

 

 

Plusnet Help Team
Plusnet Help Team
Posts: 8,946
Thanks: 2,814
Fixes: 441
Registered: 21-04-2017

Re: Fibre Hub sync at 39.99Mbs but only getting 4.9 Mbps download

Woo-hoo, I like fixing things.

Glad to hear that. Please let us know if you need any further assistance.

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