Fibre broadband speed very slow!

[#1]

I switched over from Sky to Plusnet as I did a speed test on uSwitch and it said that the fastest broadband in my area would be Plusnet. I switched over at the start of June. Beforehand on just normal broadband with Sky my download speeds were at about 3.5 mb/s. Now with Plusnet's supposed fibre broadband my download speeds are only at 5 mb/s. Far from what was advertised and really disappointing. How do I go about getting this resolved? 

[#2]

What does the DSL checker say for your line.

http://www.dslchecker.bt.com/adsl/adslchecker.welcome

Brian

[#3]

This is what it says, to be honest I don't really understand it.

[#4]

It shows the various OpenReach products available for your line.

In relation to your query about download speed look at the Downstream Line Rate.

If your phone line is in good condition you should receive a download speed of between 20 & 30

If there's anything impacting the line then your speed is between 10 & 22.5

So, if you're on a Fibre product you should be getting a faster speed.

Brian

[#5]

Log into the Hub One by pointing a web browser to 192.168.1.254

Go to Troubleshooting -> Help Desk.

What is reported for:

6. Data Rate

8. Noise Margin

9. LIne attenuation

Note the page may show your plusnet username, so you may wish to edit it out, if you choose to upload an image here.

[#6]

This is what it says for those when I log into that.

[#7]

There is some sort of fault on your line.

The very high 13.9 dB noise margin is causing the downstream speed to drop from 10mb to 5.3mb.  There seems to be excessive noise on the line.

However, even 10mb is unacceptably low if the 'estimated' VDSL Range A (Clean) which quotes 20 to 30 mbps is correct.

Are there any unusual noises in the background (hissing, crackling) when you use the telephone?

You will also need to rule out any internal wiring to extension sockets or other phone devices causing the problem.

Is the Hub One plugged into the BT master socket, or into a an extension socket in another room ?

What type of master socket do you have?  

https://www.youtube.com/watch?v=UMP0BOwSHKI

Would it be an old NTE5 ?

[#8]

I just took a picture of it (excuse the dirt and dust it's just been sitting in the corner haha) I think judging by the video I have a standard NTE5 master socket.

We very rarely use the house phone, but I did just check it and there's a very slight crackling sound on it.

[#9]

Yes, that photo is of an NTE5 master phone socket.

I do not see any microfilter inserted. Where is the Hub One ?

There should be no crackling noises on the phone line.

https://www.youtube.com/watch?v=7gofRBmT4PU

If you can definitely hear noises on the line (and phone handset is not faulty), you will need to contact Plusnet to report the suspected phone line fault.  Fixing a noisy telephone line should hopefully improve the broadband speed too.

Additional videos explaining how to use the hidden engineer's test socket.

https://www.youtube.com/watch?v=br8Q3S-fOl4

https://www.youtube.com/watch?v=9VQNJGhUNHM&t=3s

Perhaps see if broadband speed shows any improvement if you plug Hub One into the test socket?

[#10]

Microfilter is connected over the other side of the room, and that's where the router is too. 

I'm going to try and raise a ticket with Plusnet to see if this can be resolved because there's no point having fibre broadband when it's barely the speed of normal broadband.

[#11]

If you have a noisy line then that points strongly to a fault. You should read (and follow) PlusNet support pages on Faults prior to submitting a Fault report - that tends to be the first thing they ask.

For example you need to try the Master socket without the extension plugged in just in case the problem lies with your internal cabling.

Brian

[#12]

Isn't that an NTE5C?