Fibre speed only 1/3 of guarantee

[#1]

In the Broadband section of my plusnet account, I see this:

• Product: Unlimited Fibre Extra
• Estimated Download Range: 67 - 72Mbps
• Estimated Upload Range: 17 - 18Mbps
• Minimum Guaranteed Speed: 60.9Mbps
• Current Line Speed (Download): 21Mbps

When I run a broadband speed test (wired - on wireless it seems about the same though) I get 19-20Mbps download, and 17Mbps upload. So my upload speed is fine, but my download is only about 1/3 the minimum guaranteed.

In my router settings (I'm using a BT Smart Hub 6 Business) it says this:

 Downstream sync speed:

68.02 Mbps

 Upstream sync speed:

18.97 Mbps

Any idea why I'm only getting under 20Mbps for download?

Thanks,

Tom

[#2]

Looks like the ‘current line speed’ profile on Plusnet’s side is set too low and capping your speeds. I suspect you have a static IP? This sort of profile generally only affects people who do due to network routing. 

It may be worth raising a fault ticket at faults.plus.net and ask for that profile to be bumped up

[#3]

Yes, I do have a static IP - I'll try raising a fault as you suggest.

Thanks!

[#4]

From reading other posts around here I believe the current line speed is also known as a ‘workplace connection profile’. It may help mentioning that on the fault ticket for when it’s picked up. 

[#5 · Accepted solution]

Hi Tom,

I've got the profile fixed for you now. It looks like the speed profile on your account dropped and was stuck for one reason or another after your fibre upgrade went through. Can you reboot your router and retest?

[#6]

Thanks! My account on the website now says:

• Current Line Speed (Download): 68Mbps

Much more like it! Download speed tests now show 60Mbps download over Wifi.

I've marked the support case closed.

Thanks all!

[#7]

Awesome! Let us know if there's anything else you'd need help with.