cancel
Showing results for 
Search instead for 
Did you mean: 

Fibre download speed is lower since my upgrade last week

yorkshirestea
Dabbler
Posts: 14
Registered: ‎04-05-2020

Fibre download speed is lower since my upgrade last week

Hi all,

 

I've had Plusnet unlimited fibre about 2 1/2 years, it's always been good on the download speed side - mid 30s Mbps.

 

A week ago, being out of contract I upgraded to unlimited fibre extra. The next day I get an email saying my product change is complete, so I go and check a few broadband speed test websites. Most of them report i'm getting about 15-2Mbs download, but close to 20Mbs upload. Higher upload tells me that the switch has at least partially occured, I guess.

 

I'm on a fast windows PC connected to the router via ethernet. I turned off antivrus and closed other windows. Still the same.

 

I check my PlusNet Hub One, it says my line is connected at 79.9Mbs downstream and 20Mbs upstream.

So I left it over the next 4 days to see if it was the dynamic line management thing.

But still the same. So now, I I run a BTbroadband availability check:

 

 

Featured ProductsDownstream Line Rate(Mbps)Upstream Line Rate (Mbps)Downstream Handback
Threshold(Mbps)WBC FTTC Availability DateWBC SOGEA Availability DateLeft in JumperHighLowHighLow       VDSL Range A (Clean)VDSL Range B (Impacted)

80

74

20

19

67.9

Available

Available

--

80

72.5

20

19

66.4

Available

Available

--

 

 

 

So far so good. Then I run the BT wholesale performance test:

 

 

Basic Performance Test

Time Stamp Latency Download Upload
Monday 4 May 2020 | 20:1:57 47 Ms 18.01 Mbps 20.49 Mbps
Advanced Performance Test
Download Test
Download speed achieved during the test was 18.01 Mbps
For your connection, the acceptable range of speeds is  40-73.7 Mbps
Your DSL Connection Rate: 0 Mbps(DOWN-STREAM),0 Mbps(UP-STREAM)
For your connection, the maximum achievable download speed is 73.7 Mbps
IP Profile for your line is 73.7 Mbps
Upload Test
Upload speed achieved during the test was 20.49 Mbps
For your connection, the maximum achievable upload speed is 20 Mbps
IP Profile for your line is 20 Mbps

 

 

Ok, it seems clear that the line can hack it, it must just be a configuration issue. So I submitted a fault, then checked again today (2 days later) - no response. But I accidentally tapped "close ticket" on my phone (d'oh) so I came to the Plus net website to submit a new one.... but the fault wizard isn't accepting new faults... so I thought I'd try on here in the hope this will get seen.


I've run another BTW perf test (2 days later, different time of day) just to confirm it's not a time of day issue.

 

 

Basic Performance Test
Time Stamp Latency Download Upload
Wednesday 6 May 2020 | 10:28:25 34 Ms 22.07 Mbps 18.91 Mbps
Advanced Performance Test
Download Test
Download speed achieved during the test was 22.07 Mbps
For your connection, the acceptable range of speeds is  40-73.7 Mbps
Your DSL Connection Rate: 0 Mbps(DOWN-STREAM),0 Mbps(UP-STREAM)
For your connection, the maximum achievable download speed is 73.7 Mbps
IP Profile for your line is 73.7 Mbps
Upload Test
Upload speed achieved during the test was 18.91 Mbps
For your connection, the maximum achievable upload speed is 20 Mbps
IP Profile for your line is 20 Mbps

 

Any thoughts anyone? I know i'm in the first 10 days but... it's not gone above 20Mbps download in the last week (I've checked every day) so it feels like a little more than the line management stuff that happens at the start of a new connection.

 

Also... the 20Mbps download IS reliable, so I'm better off than those with no broadband (I understand I might not be a priority).

 

Thanks everyone

16 REPLIES 16
EmilyD
Plusnet Help Team
Plusnet Help Team
Posts: 2,032
Thanks: 357
Fixes: 117
Registered: ‎26-03-2018

Re: Fibre download speed is lower since my upgrade last week

Hi @yorkshirestea,

 

I'm sorry that your speed has dropped and for any inconvenience that this has caused you. Together with our network partners at Openreach we are prioritising customers who don’t have a phone line or broadband connection, meaning there might be a delay in speed faults being fixed. In the meantime, please raise your speed fault online at faults.plus.net.

If this post resolved your issue please click the 'This fixed my problem' button
 Emily D
 Plusnet Help Team
Shep41
Seasoned Pro
Posts: 466
Thanks: 178
Fixes: 6
Registered: ‎31-05-2017

Re: Fibre download speed is lower since my upgrade last week

Maybe Plusnet should be refunding people for the [-Censored-] download speeds during the pandemic due to openreach not dealing with speed issues.

Moderator's note by Dick (Strat): Avoidance of swear filter edited as per Forum rules.

yorkshirestea
Dabbler
Posts: 14
Registered: ‎04-05-2020

Re: Fibre download speed is lower since my upgrade last week

@EmilyD, your canned message tells me to do something i've already said I can't do.

 

Perhaps you could look into why I'm not able to log the fault and get back to me please?

Tibzor
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 282
Fixes: 25
Registered: ‎08-04-2020

Re: Fibre download speed is lower since my upgrade last week

Thanks for getting back in touch @yorkshirestea

 

I have now re-opened fault ticket. You can view it here.

There is no fault on line when tested and router as stated by you is syncing with correct speeds - 79.9Mbps. I can see that there are currently 8 devices connected to your router.

Can you please let us know if you are able to test your line while only PC will be connected directly to router with no switch/access point between and let us know what are results of this kind of test?

 

Please accept apologies for this inconvenience.

Mustrum
Community Veteran
Posts: 3,554
Thanks: 1,055
Fixes: 76
Registered: ‎13-08-2015

Re: Fibre download speed is lower since my upgrade last week

@yorkshirestea  have you tried using a different browser?

Or a dufferent speedtest - Ookla or Thinkbroadband - are they giving the same results?

Anything else running on your testing device or network that could be using bandwidth whilst you are testing?

yorkshirestea
Dabbler
Posts: 14
Registered: ‎04-05-2020

Re: Fibre download speed is lower since my upgrade last week

Hi @Tibzor , thanks for reopening the fault.

Performance test run with wifi disabled and only PC connected directly to the router.

(I have also added this info to the fault).

 

Time Stamp Latency Download Upload
Thursday 7 May 2020 | 13:31:55 26 Ms 27.90 Mbps 20.58 Mbps
Advanced Performance Test
Download Test
Download speed achieved during the test was 27.90 Mbps
For your connection, the acceptable range of speeds is  40-73.7 Mbps
Your DSL Connection Rate: 0 Mbps(DOWN-STREAM),0 Mbps(UP-STREAM)
For your connection, the maximum achievable download speed is 73.7 Mbps
IP Profile for your line is 73.7 Mbps
Upload Test
Upload speed achieved during the test was 20.58 Mbps
For your connection, the maximum achievable upload speed is 20 Mbps
IP Profile for your line is 20 Mbps

yorkshirestea
Dabbler
Posts: 14
Registered: ‎04-05-2020

Re: Fibre download speed is lower since my upgrade last week

@Mustrum yes I've tried every speed test website I can find, and again on different days and different times.

There shouldn't be anything on my network sucking up 40Mbps!! But to be sure I've run another test with everything turned off and disconnected except the directly attached PC and the result is still 40Mbps lower than expectd (see above post).

Mustrum
Community Veteran
Posts: 3,554
Thanks: 1,055
Fixes: 76
Registered: ‎13-08-2015

Re: Fibre download speed is lower since my upgrade last week

@yorkshirestea  So not a different browser then?

The reason I mention it, is that some browsers do not work well with the BTW test site and can throw up odd results, such as your where you are getting more upload than is possible for your line! So to me that test is flawed as I would expect it to be between 16 and 18.

Which operating system/browser are you using?

Tibzor
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 282
Fixes: 25
Registered: ‎08-04-2020

Re: Fibre download speed is lower since my upgrade last week

Hi @yorkshirestea 

 

Thanks for checking this for me. I did some changes to your connection. Can you please restart your router and check your speeds again?

yorkshirestea
Dabbler
Posts: 14
Registered: ‎04-05-2020

Re: Fibre download speed is lower since my upgrade last week

@Mustrum yes sorry, I missed the different browser comment.

I'm running Windows 10 with 16GB RAM and and i7 processor.

All previous tests were using Firefox.

 

I've now re-run it with Chrome:

Summary of Performance Test
Timestamp
Thursday 7 May 2020 | 14:13:36
Ping
17 Ms
Download
21.76 Mbps
Upload
18.30 Mbps

 

and Opera:

Summary of Performance Test
Timestamp
Thursday 7 May 2020 | 14:17:35
Ping
16 Ms
Download
25.37 Mbps
Upload
18.56 Mbps

 

I also tried a couple of times with Microsoft Edge (default Win10 browser) and it crashed! Starts off ok then slows down to a halt. Good old Microsoft Wink

 

 

yorkshirestea
Dabbler
Posts: 14
Registered: ‎04-05-2020

Re: Fibre download speed is lower since my upgrade last week

@Tibzor thanks for the quick reply.

I restarted the router and again made sure all Wifi turned off.

Using Opera now as my browser to test.

 

Summary of Performance Test
Timestamp
Thursday 7 May 2020 | 14:32:30
Ping
18 Ms
Download
26.62 Mbps
Upload
18.50 Mbps
yorkshirestea
Dabbler
Posts: 14
Registered: ‎04-05-2020

Re: Fibre download speed is lower since my upgrade last week

@Tibzor 

It's nearly a week later. Some mild improvement in my connection but still about half what the download speed should be. When can I expect some movement on this fault please?

 

Summary of Performance Test
Timestamp
Tuesday 12 May 2020 | 22:7:13
Ping
18 Ms
Download
33.73 Mbps
Upload
18.60 Mbps
tinytaco
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 457
Fixes: 29
Registered: ‎30-03-2020

Re: Fibre download speed is lower since my upgrade last week

@yorkshiretea

Together with our network partners at Openreach we are prioritising customers who don’t have a phone line or broadband connection, meaning there might be a delay in Speed Faults being fixed. In the meantime, please raise your speed fault online at http://faults.plus.net.

 Noor
 Plusnet Help Team
yorkshirestea
Dabbler
Posts: 14
Registered: ‎04-05-2020

Re: Fibre download speed is lower since my upgrade last week

@tinytaco

1) I have raised a fault - over a week ago.
2) you’re obviously human and not a bot (as a bot would surely have responded when I posted my update last night).
3) so a human couldn’t be bothered to I) check my account or ii) read the half dozen posts of this thread before AGAIN posting that coronavirus message.
4) my speed, since UPGRADING has been lower than it was before the upgrade. Surely there’s something very wrong with your end of things. A polite human message acknowledging that surely isn’t too much to ask.


5). Any estimate on how long I will wait before this fault is remedied? I don’t think it’s unreasonable to ask that question. I’m not swearing and demanding a fix yesterday.

Thank you