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Fluctuating broadband speed

dsm1
Dabbler
Posts: 23
Registered: ‎09-01-2019

Fluctuating broadband speed

Hi,

 

Over the past few weeks I have noticed that my broadband download speed has been well below the guaranteed speed. Generally, the hub manager has reported connection speeds between 10-17 Mbps and various speed check tools have been close to that (be that via wired connection or wifi).

The upload speed, on the other hand, has been stable at around 6-7 Mbps, which is in keeping with the mininum guaranteed speed.

So the problem is solely with the download speed.

Please resolve this issue.

Thank you.

8 REPLIES 8
Bevandian
Newbie
Posts: 2
Registered: 2 weeks ago

Re: Fluctuating broadband speed

and now i wait for the phone line fault to be fixed..

Plusnet Help Team
Plusnet Help Team
Posts: 1,405
Thanks: 132
Fixes: 56
Registered: ‎06-08-2018

Re: Fluctuating broadband speed

Hey @dsm1,

Thanks for reaching out to us here.

I'm sorry you are having trouble with the speed of your service and I apologise for the frustration caused.

I can see you've mentioned both wired and wireless produce the same results in terms of the speed, please can you remove the faceplate on your master socket and run a wired speed test while connected and post the results up here? This would rule out the faceplate as been the issue of the slow speeds and also complete a troubleshooting step.

 

Let us know how you get on,

Thanks.

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


dsm1
Dabbler
Posts: 23
Registered: ‎09-01-2019

Re: Fluctuating broadband speed

@Mads 

Hi,

Thank you for your reply. The test results are below and, as you can see, there is no difference. 

 

Via faceplate

Hub manager: Download 19.14 Mbps / Upload 7.469 Mbps

speedcheck webiste: Download 17.44 Mbps / Upload 7.59

 

Direct into socket:

Hub manager: Download 19.14 Mbps / Upload 7.261Mbps

speedcheck webiste: Download 17.27 Mbps / Upload 7.36

 

Note the the speed at the moment  is the best it has has been for sometime (although the Hub manager reported about 22 Mbps for a day or so over Xmas and then dropped to around 15 Mbps).

 

I also do not understand why the upload speed has remained constant whilst the download speed varies so much.

 

 

 

 

 

 

 

 

Plusnet Help Team
Plusnet Help Team
Posts: 1,075
Thanks: 125
Fixes: 47
Registered: ‎26-03-2018

Re: Fluctuating broadband speed

Hi @dsm1,

I'm sorry to hear that you're experiencing issues with your speeds. We may need an engineer to come out and investigate further and I've raised a ticket on your account regarding this here. Once you've had the chance to read and respond to the ticket, please let us know and we'll pick this back up for review.

If this post resolved your issue please click the 'This fixed my problem' button
 Alex H
 Plusnet Help Team
dsm1
Dabbler
Posts: 23
Registered: ‎09-01-2019

Re: Fluctuating broadband speed

@TheMightyAJ 

 

Hi,

 

Thank you for your message. I've replied to the ticket.

 

Thank you.

Plusnet Help Team
Plusnet Help Team
Posts: 14,796
Thanks: 392
Fixes: 107
Registered: ‎27-04-2007

Re: Fluctuating broadband speed

Hi there, I can see we replied with some suggestions for troubleshooting checks, can I just make sure they've been covered before we make a booking for you? - Adam 

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
dsm1
Dabbler
Posts: 23
Registered: ‎09-01-2019

Re: Fluctuating broadband speed

@adamwalker 

 

Hi,

To confirm that I've gone through the various test but none make any difference.

Plusnet Help Team
Plusnet Help Team
Posts: 15
Fixes: 1
Registered: ‎23-12-2019

Re: Fluctuating broadband speed

Hi @dsm1

 

I am currently running further checks on your line and will be in touch with an update.

 

A ticket has been raised on your account which you can view and respond to by using this link.

 

Thanks!

 

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