Fibre, speed dropped from 7x to 2x mbps

[#1]

We've come back from honeymoon, and our internet was slow. Speedtest was showing a ping of 160ms and an upload of ≤3MBps. Ok, they have an issue we thought. Next day, sluggishness continued. I've raised a case with Plus.net, but they say "it's awaiting an answer from engineering", but nobody can say anything better than "wait".

I've rerun bt speedtest, results are here: https://www.dropbox.com/s/p5qjm8rw1vfmrji/Screenshot%202017-07-28%2015.50.16.png?dl=0

This used to work around 70/20Mbps, now is a fraction.

Where can I get timely help?

I'm paying for speed I'm not even getting a third of. And which used to work before we went away.

[#2]

It looks to me from the results that you are on a 40/2 service. Have you checked your account to see whether PN have put you on this slower service? Have you tried putting your telephone number into  https://www.dslchecker.bt.com to check what speed is attainable?

Other things to try is to do the bt speed test plus further diagnostics plugged directly into the test socket

[#3]

I'm on Unlimited Fibre Extra, that's in the member centre.

Results from dslchecker.bt.com: https://www.dropbox.com/s/0ekmv2mkb4mbwgy/Screenshot%202017-07-28%2017.32.09.png?dl=0 (didn't know this one, thanks!)

Additional from http://speedtest.btwholesale.com/ gives me

https://www.dropbox.com/s/388ch2ncpw1tsbh/Screenshot%202017-07-28%2017.33.21.png?dl=0

[#4]

I'm on 80/20 unlimited fibre extra, that's also consistent in the member centre.

Results from dslchecker.bt.com and http://speedtest.btwholesale.com/ are attached

Moderator's note by Mike (Mav): Post released from Spam Filter and duplicate removed.

[#5]

There was an engineer doing something on Saturday.

Sync speed has improved: https://www.dropbox.com/s/2mxjb9pz41wkejp/Screenshot%202017-07-30%2020.28.16.png?dl=0

But this is still well below of what it used to be… let's see what support says Monday.

[#6]

Our tests aren't showing any issue but I can see the speeds are below the estimates.

We'll get that picked up as soon as possible.