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Guaranteed speed

Posts: 7
Registered: ‎27-02-2016

Guaranteed speed

I have just renewed my contract with PN?

my guaranteed speed was 18 mpg. Now I’ve seen it’s gone down to 16 mpg so not happy with that as I’m on fibre broadband and at 16 mpg I won’t be able to watch i player as it buffets below 18.

any ideas would be appreciated.

Plusnet Help Team
Plusnet Help Team
Posts: 1,029
Thanks: 230
Fixes: 58
Registered: ‎24-04-2017

Re: Guaranteed speed

Hi @Tamla10, thanks for getting in touch and I'm sorry to hear you've been having speed issues as of recent. I can confirm when checking your account from this side it looks like the minimum guaranteed speed given with your recent re-contract was 18.2Mbps download. Please note, although this is the minimum guarantee, we look to get the speeds of your connection within the estimates of your line which I can confirm are 22.4 - 35Mbps download.
I can confirm when testing your connection from this side currently I can see we're getting 23.8Mbps download to your router currently with no sings of underlying faults being detected.

Checking on the BBC website at what speeds are recommend to view the BBC iplayer in in the best quality they look to advise 5Mbps which your connection should be more than capable of. I beleive then, if you've been seeing buffering when trying to watch things on the BBC iplayer recently that this then could be caused by other factors such as your connection method for the device you're streaming on or if there is high usage of your connection at the time of streaming.

I'd recommend then, following the steps below on how to narrow down which of these 2 issues look to be behind the buffering you're seeing and how best to address both.

Firstly, if you check a wired connection and run a speed test whilst there's no other devices or applications using the connection a the time then this will give you an accurate reading of what's reaching the router. If someone is heavily using the connection at times such as downloading or uploading large files or updating large applications/games then this can effect the performance on other devices on line at the time.
In which case, I'd advise whenever running speed tests whether wired or wireless to make sure there's nothing heavily using the connection at the time that would skew the results and create potential red herrings.

The other potential cause of your impacted speeds and performance is that wireless interference is present. This can be checked by running a wired speed test and seeing how it matches up to a wireless one. If a wired speed test shows the speeds very close to what we're seeing reach the router this side then I'd advise going through my guide below on how best to optimise the wireless settings to best suit your property which should help moving forwards.

The guide below will show you how to log into the router and change the wireless channel as it's usually another router in the area on the same or similar channel that will be causing issues for both wireless frequencies. Before picking a channel I'd suggest downloading a free app on the android store called wifi analyzer (blue and white icon) 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 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.
(When deciding which device goes on what frequency keep in mind that the 5GHz is designed for close range stationary devices and standard 2.4GHz the one which gets the wireless around your property further.)

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.

Let us know how it goes and if you're seeing buffering issues whilst trying to stream on a wired device with no one else using the connection at the time.


 Ben Devine
 Plusnet Help Team - Sheffield