Guaranteed 33mbps but only getting 17mbps
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- Re: Guaranteed 33mbps but only getting 17mbps
Guaranteed 33mbps but only getting 17mbps
23-07-2018 7:08 PM
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This seems to be the best place to get an answer. I've had fibre for about a month. It took 3 days for me to get the guaranteed 33mbps which was a bit annoying especially as I was told to go into my router and change things round, which made no difference. But now for the past few days I'm lucky if it passes 20mbps 😡. Today it's been as low as 14mbps!! That's what I was getting before I switched to fibre!! Why I paying for a service that isn't as advertised?!?
I'd like an explanation and fix for this asap.
Thanx
Re: Guaranteed 33mbps but only getting 17mbps
23-07-2018 7:45 PM
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Is your sync speed low and fluctuating or is it just your speed tests via wifi (as in your screenshot). It is your sync speed that the guarantee is against. If that is low then there are some steps you can take to make sure it isn't your equipment or internal wiring before you raise a fault. If it is speed tests via wifi, then are you able to try one with a wired connection? There are lots of things that can affect wifi which could be causing what you are seeing.
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
Re: Guaranteed 33mbps but only getting 17mbps
23-07-2018 8:03 PM
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It's only been fluctuating since I got fibre. I had a steady 14mbps before that would Dip to 11mbps sometimes. I only use wireless as I explained to the lady when I upgraded, but was still guaranteed 33mbps. I just want to know why it fluctuates so much now and I'm getting less than I was promised. If I test it next to the router I get 30mbps 1 min then 28, then 34?!? If I move 3 meters away it goes as low as 18mbps. How is that possible on a new fibre router? It just didn't happen on my previous 1 which is rather annoying.
I've tried different testers and I get the same results.
Re: Guaranteed 33mbps but only getting 17mbps
24-07-2018 12:13 PM
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Hello @jeldan,
Thanks for getting in touch and we are sorry to hear you are experiencing a problem with your speed. I have checked your connection from our side and everything looks spot on as you can see from the results below.
Test Outcome | Pass |
Test Outcome Code | GTC_FTTC_SERVICE_0000 |
Description | GEA service test completed and no fault found . |
Main Fault Location | OK |
Sync Status | In Sync |
Downstream Speed | 40.0 Mbps |
Upstream Speed | 10.0 Mbps |
Appointment Required | N |
Fault Report Advised | N |
NTE Power Status | PowerOn |
Voice Line Test Result | Pass |
Bridge Tap | Not Detected |
Radio Frequency Ingress | Not Detected |
Repetitive Electrical Impulse Noise | Not Detected |
Cross Talk | Not Detected |
Estimated Line Length In Metres | 193.3 |
Upstream Rate Assessment | Very Good |
Downstream Rate Assessment | Very Good |
Interference Pattern | Not Detected |
Service Impact | No Impact Observed |
Home Wiring Problem | Not Detected |
Downstream Policing Discard Rate | 0.0 |
Customer Traffic Level | Upstream and Downstream Traffic Detected |
Technology | VDSL |
Profile Name | 0.128M-40M Downstream, Retransmission Low - 0.128M-10M Upstream, Error Protection Off |
Time Stamp | 2018-07-11T12:00:00 |
Parameters | MIN | MAX | AVG |
Down Stream Line Rate | 39.9 Mbps | 39.9 Mbps | 39.9 Mbps |
Up Stream Line Rate | 9.9 Mbps | 9.9 Mbps | 9.9 Mbps |
Up Time | 0.0 Sec | 900.0 Sec | 421.8 Sec |
Retrains | 0.0 | 1.0 | 0.0 |
Current and Last 15 Minute Bin Performance | ||
Parameters | Last Traffic Count(Upto 15 mins) | Current Traffic Count(Upto 15 mins) |
Start Time Stamp | 2018-07-24T10:30:05Z | 2018-07-24T10:45:05Z |
Ingress Code Violation | 1 | 0 |
Egress Code Violation | 0 | 0 |
Errored Seconds | 0 | 0 |
Severely Errored Seconds | 0 | 0 |
It appears that the issue you are seeing is more than likely wireless interference, and we would recommend changing your wireless channel which should help with this.
Before picking a channel I'd suggest downloading a free app called wifi analyzer which will scan your area for all the routers and show what channels they are on between 1-13. Although the above app isn't essential it helps you pick where your router would be best in terms of channels and saves a lot of time doing it via trial and error.
1) To connect to your Hub One, you will need to open a browser and go to 192.168.1.254 If you have any issues doing this via Wireless, we recommend trying to do it via Ethernet cable instead.
2) You should come to a page with information about your connection, click 'Advanced Settings' at the top and it will ask you to sign in with a Password. This is located on the back of your router under 'Admin Password'
3) Select the option for 'Wireless' followed by '5 GHz Wireless'. What we want to do to begin with is turn 'Sync with 2.4 GHz Wireless' to 'Off' and update the SSID to be different. The easiest way would be to add '-5G' to the end so it is identified as its own connection. Once this is changed, we will need to keep an eye on it for a day or 2 to see if the issue continues. If it does, the next step would be to change the wireless channel. Keeping in mind the original 2.4Ghz unchanged name network connection would be the best to connect your devices to for a stronger signal.
4) Following the above guide to get to your 'Advanced Settings' page, you will need to change the settings within the 2.4 GHz Wireless tab and the 5 GHz Wireless tab.
5) Under the correct heading, you will need to find 'Channel Selection' on the list and change this from 'Automatic' to any one of the other channels, This can also need doing under '5 GHz Wireless' to cover both signals. Give it 3-4 hours of testing to see if the issue still persists and try to change the channel again if you see little or no improvement.
Please let us know how you get on.
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