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Fibre extra - download speed well below sync speed - capped?

FIXED
eddiet
Hooked
Posts: 7
Registered: ‎06-08-2013

Fibre extra - download speed well below sync speed - capped?

I'm after some advice following raising a fault with PN.

My Fibre Extra connection now never seems to get above 20Mbs, despite a strong sync speed. Often the upload speed exceeds the download. 

This is causing issues with home schooling and video calls.

I've run wired tests, via the master socket, and have a clear no noise line.

Attached is the BT speed checker advanced test result. Same result day or night.

When I raised with PN they checked the connection and said that's as good as it gets! However historically speeds were better.

I'm at a loss how to escalate or what to ask for.

Could I seek some advice please?Capture.JPG 

9 REPLIES 9
Mustrum
Community Veteran
Posts: 2,393
Thanks: 525
Fixes: 53
Registered: ‎13-08-2015

Re: Fibre extra - download speed well below sync speed - capped?

Have you tried any other test sites - Speedtest by Ookla - The Global Broadband Speed Test

Do you get the same results?

newbec
Dabbler
Posts: 16
Registered: ‎27-04-2008

Re: Fibre extra - download speed well below sync speed - capped?

Raise a fault at faults.plus.net

eddiet
Hooked
Posts: 7
Registered: ‎06-08-2013

Re: Fibre extra - download speed well below sync speed - capped?

Thanks. Yes same result in multiple test sites.
jab1
Seasoned Hero
Posts: 5,947
Thanks: 2,000
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Registered: ‎24-02-2012

Re: Fibre extra - download speed well below sync speed - capped?

@eddiet I'm no expert on FTTC connections, but something is not right there, and your download result makes me ask the question - are you on a static IP? That result, bearing in mind the IP Profile, suggests that you may be, and somehow - can't remember the reason - the PN system is restricting your speed to the ADSL maximum.

John
Terranova667
Pro
Posts: 1,474
Thanks: 120
Fixes: 4
Registered: ‎19-02-2014

Re: Fibre extra - download speed well below sync speed - capped?

As jab1 says if the OP is on a static IP (it looks like they are) then they would be going through the old Plusnet network which still uses Plusnet's own Profile ontop of the BTW one, if the Plusnet profile is incorrect it can limit the throughput to whatever the Plusnet profile has dropped to.

This is one for Plusnet forum staff to check and adjust to the correct level to get the throughput where it should be, they could try phone support although they usually don't have a clue when it comes to this but they may be lucky.  

eddiet
Hooked
Posts: 7
Registered: ‎06-08-2013

Re: Fibre extra - download speed well below sync speed - capped?

Thanks for the comments. To confirm not on a static IP. It does appear to be limited as all the speed checkers briefly show 23 Mbps and then reduce quickly to 20 with minor jitter up or down a few 0.1 Mpbs.

At full speed I've recall this variation being much wider ranging rather than seemingly controlled.

Hopefully someone kind from PN will review this soon.

Thanks.
jab1
Seasoned Hero
Posts: 5,947
Thanks: 2,000
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Registered: ‎24-02-2012

Re: Fibre extra - download speed well below sync speed - capped?

Fix

@eddiet Thanks for confirming you are not on a static IP - that rules out what could have been an issue.

Personally, I would try ringing PN again, and asking them to run some further checks - if the profile is as reported then your throughput should, IIRC, be around 93-94% of that.

I don't know how often the Help Team look at these boards these days.

John
eddiet
Hooked
Posts: 7
Registered: ‎06-08-2013

Re: Fibre extra - download speed well below sync speed - capped?

Have called PN and a profile refresh and router reboot has sorted the problem and speeds back to normal.

No excuse for lack of home-schooling now!

Thanks to all for the advice!

jab1
Seasoned Hero
Posts: 5,947
Thanks: 2,000
Fixes: 60
Registered: ‎24-02-2012

Re: Fibre extra - download speed well below sync speed - capped?

I like it when we get a result!👍

John