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Fibre extra speed after phone fault

avanklav
Hooked
Posts: 7
Registered: ‎17-06-2017

Fibre extra speed after phone fault

There was a problem with my phone line which was corrected by Openreach last Wednesday. But my broadband speed is now less than half of what it was - I’m getting a download speed of 9.35Mbps whereas it should be between 20 and 30 MBps. I’ve tried turning off the router, pressing the reset button and leaving it for 30 minutes but that has made no difference. Is there anything else which can be done or will the connection speed improve by itself over the next few days?

8 REPLIES 8
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Plusnet Help Team
Plusnet Help Team
Posts: 1,590
Thanks: 263
Fixes: 55
Registered: ‎26-03-2018

Re: Fibre extra speed after phone fault

Hi @avanklav 

 

You're certainly not syncing at Fibre speeds at the moment - I can see just over 9Mbps. No faults have been identified that would cause this.

 

Can you set your connection into the test socket as described here and the run a wired speed test please? 

 

Let us know the results. 

 

Thanks, 

MoR

If this post resolved your issue please click the 'This fixed my problem' button
 MoR
 Plusnet Help Team
avanklav
Hooked
Posts: 7
Registered: ‎17-06-2017

Re: Fibre extra speed after phone fault

Ok, I’ve done that. Much better result: download speed 25.2. Upload 4.87. Ping 40.
This is roughly the download speed I was getting before things went wrong last week.
Let me know what’s best to do now.
Plusnet Help Team
Plusnet Help Team
Posts: 1,590
Thanks: 263
Fixes: 55
Registered: ‎26-03-2018

Re: Fibre extra speed after phone fault

Hi @avanklav 

 

That's more like it - that speed is within your DSL Checker estimates and also above your Minimum Guaranteed Speed of 19Mbps. 

 

It looks like you are one of the rare cases where the faceplate of your master socket is causing the issue. You can purchase a new one of these ant most hardware / electrical stores for under a pound in most cases. 

 

Kind Regards, 

MoR

If this post resolved your issue please click the 'This fixed my problem' button
 MoR
 Plusnet Help Team
avanklav
Hooked
Posts: 7
Registered: ‎17-06-2017

Re: Fibre extra speed after phone fault

Ok, thanks I’ll try that. The Openreach engineer fitted a new front plate this week so that may well be the problem. I’ll let you know if it doesn’t solve things.

avanklav
Hooked
Posts: 7
Registered: ‎17-06-2017

Re: Fibre extra speed after phone fault

Hi, I’ve changed the front plate of the Open Reach box but it’s made no difference. I’ve also tried disconnecting all phones/Sky boxes but that only gave marginal improvements. This morning the speed on both the test socket and the normal connection is down to 8.47Mbps. When I go the BT speedtester diagnostic tool, it shows the IP profile for my line is 8.47. Is this the problem - presumably because of how often the router has been disconnected in the last 10 days? Can it be reset? I’ve attached a screenshot if it helps.
Plusnet Help Team
Plusnet Help Team
Posts: 1,589
Thanks: 302
Fixes: 58
Registered: ‎11-01-2018

Re: Fibre extra speed after phone fault

 

Hi @avanklav

 

I've reset your profile from this side - you're right that frequent disconnections can drive the speed down.

 

Could you please perform a speed test via a wired connection and let us know the outcome?

 

Best wishes

 

Dave

If this post resolved your issue please click the 'This fixed my problem' button
 Dave G
 Plusnet Help Team
avanklav
Hooked
Posts: 7
Registered: ‎17-06-2017

Re: Fibre extra speed after phone fault

Thanks - That’s significantly better - it’s 20.24 download; 4.71 upload and ping 43.

Plusnet Help Team
Plusnet Help Team
Posts: 1,590
Thanks: 263
Fixes: 55
Registered: ‎26-03-2018

Re: Fibre extra speed after phone fault

Thanks for letting us know @avanklav 

 

Give us a yell if we can ever be of more assistance. 

 

All the best, 

MoR

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