Fibre speed significantly below estimate

[#1]

Joined PlusNet 1 September using Windows 10 PC with wired connection direct to Plusnet hub, this directly wired into two socket Master.

Was advised at point of order that download speeds would be in range 57.2Mb to 75.1Mb

SpeedTest results show average is mid-30's download, 6 upload - so significantly lower.(ping latency in high 20's)

I've raised a ticket but line profile being shown on speedtest shows max attainable speed is 38Mb.

What's going on?

[#2]

What speed does it say on Current Line Speed you will need to log into the member centre.

[#3]

As follows:

Telephone number:

01422 xxxxxx

Phone exchange:

ELLAND

Estimated line speed:

75Mb (This may vary between 57.2Mb and 75.1Mb) - Checked on 2016-09-07 10:01:15

Current line speed:

38 Mb

Moderator's note by Mike (Mav): Full telephone number removed from a public forum.

[#4]

Ok did you sign up to the Fibre extra package ie the upto 76Mb or Fibre unlimited which is the upto 38Mb, because it looks like your on the Fibre unlimited.

[#5]

These were the details on my welcome email:

Broadband package

Unlimited Fibre Extra

Phone package

Anytime with Mobile
Monthly Line rental

Contract

18 month contract

Hardware

Plusnet wireless router

Add-Ons

Plusnet Protect

[#6]

Same as my problem getting lower speed and the pn site shows 19,3 for me(should be at least 30 )

Im on the unlimted fibre extra as well .if my and other peoples speed keep droping we may as well be on broadband..

[#7]

@GuyLiddell Ok as it was Extra then you should be getting more than what your seeing, to me it looks like you have been put on Fibre unlimited by mistake so you might want to contact Plusnet CS, Live support is still available if you don't want to call they should be able to sort it out for you.