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Fibre, speed dropped from 7x to 2x mbps

ags313
Hooked
Posts: 6
Registered: 27-07-2017

Fibre, speed dropped from 7x to 2x mbps

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.

5 REPLIES
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Baldrick1
Seasoned Champion
Posts: 1,115
Thanks: 483
Fixes: 41
Registered: 30-06-2016

Re: Fibre, speed dropped from 7x to 2x mbps

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

 

ags313
Hooked
Posts: 6
Registered: 27-07-2017

Re: Fibre, speed dropped from 7x to 2x mbps

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

ags313
Hooked
Posts: 6
Registered: 27-07-2017

Re: Fibre, speed dropped from 7x to 2x mbps

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.

ags313
Hooked
Posts: 6
Registered: 27-07-2017

Re: Fibre, speed dropped from 7x to 2x mbps

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.

Plusnet Help Team
Plusnet Help Team
Posts: 5,330
Thanks: 486
Fixes: 181
Registered: 01-01-2012

Re: Fibre, speed dropped from 7x to 2x mbps

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.

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