Fibre connection worse than copper

[#1]

After my ten days of settling in, my fibre connection remains awful. I have seen a maximum speed of 26 (I think I was guaranteed 35) and I have used speedtest a lot, often to see if there is any connection at all. The attached file showing a speed of less than 1 Mb/s isn't unusual. Commonly, speeds are around 11, which is what I was getting with the copper connection, but the copper connection was more stable. Quite often, the fibre connection cuts out altogether, and the light on the router turns red (and yes, the router is connected to the master phone socket).

My next door neighbour, also with Plusnet FTTC has the same performance, and says he has just given up complaining as he got nowhere (the copper wire between his house and the pole was replaced, but that didn't help). I have 2 neighbours up the road who switched to fibre at the same time as me, with EE, and they both get a steady 35 Mb/s. They are further from the cabinet.

So clearly, Plusnet needs to fix this, or two customers are heading over to EE.

[#2]

Moderator's note(s):

Thread moved from ADSL Broadband to Fibre Broadband.

[#3]

Thanks for moving this to the right section.

Any idea when someone from Plusnet might address the problem?

[#4]

Hi there, I've just taken a look into this for you and whereas diagnostic tests show that downstream speeds are currently below estimates, no obvious causes are being flagged up. Please report a fault with us over at http://faults.plus.net as your next step and we'll be able to investigate this further for you. 

[#5]

Thanks. Will do.

[#6]

Plusnet don't offer fibre, only copper based connections

pop your details into the openreach DSL checker ste here to see your expected speeds: https://www.broadbandchecker.btwholesale.com/#/ADSL

 you should be looking at VDSL ( comes down copper wires)

if you see WBC FTTP then you are in a fibre area, and you may be able to move to an alternative provider that offers fibre connections

Wait to see if plusnet can improve your VDSL connection, and if not and you are in a fibre area and are happy to pay the price for fttp then you may be able to move to EE or BT ( for fibre ) from plusnet without any early termination fees - although this will need checking before you jump

[#7]

Thanks for that. Useful site link.

I thought the term fibre included fibre to the cabinet. I appreciate it's copper the rest of the way. I know what I've got, but I got the terminology wrong.

Featured Products	Downstream Line Rate(Mbps)		Upstream Line Rate (Mbps)		Downstream Handback Threshold(Mbps)	WBC FTTC Availability Date	WBC SOGEA Availability Date	Left in Jumper
	High	Low	High	Low
VDSL Range A (Clean)	52.6	35	8.8	6.6	32.4	Available	Available	--
VDSL Range B (Impacted)	50.6	32.4	8.6	6	27.4	Available	Available	--

Featured Products	Downstream Line Rate(Mbps)	Upstream Line Rate (Mbps)	Downstream Range (Mbps)	Availability Date	FTTP Install Process
FTTP on Demand	330	30	--	Available	--

ADSL Products	Downstream Line Rate (Mbps)	Upstream Line Rate (Mbps)	Downstream Range(Mbps)	ADSL Availability Date	WBC SOADSL Availability Date	Left in Jumper
WBC ADSL 2+	Up to 9.5	--	8 to 11	Available	Available	Yes
WBC ADSL2+ Annex M	Up to 9.5	Up to 1	8 to 11	Available	Available	Yes
ADSL Max	Up to 8	--	7 to 8	Available	Available	--
WBC Fixed Rate	2	--	--	Available	Available	Yes
Fixed Rate	2	--	--	Available	--	--

Observed Speeds	VDSL	ADSL
Max Observed Downstream Speed	26.57	15.56
Max Observed Upstream Speed	6.33	0.88
Observed Date	2021-03-12	2021-03-09

Other Offerings	Availability Date
VDSL Multicast	Available
ADSL Multicast	Available

Premise Environment	Status
Bridge Tap	U
VRI	N
NTE FacePlate	N
Last Test Date	10-03-2021

Exchange Product Restrictions	Status
FTTP Priority Exchange	N
WLR Withdrawal	N
SOADSL Restriction	Y