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Had Unlimited Fibre Extra installed today and speed is low

copperpot26
Dabbler
Posts: 21
Registered: ‎29-12-2012

Had Unlimited Fibre Extra installed today and speed is low

Hi
Had Unlimited Fibre Extra installed today at 9.00am. The bt engineer ran some tests and everything seemed fine. He tested my speed on his handheld computer and said i was getting 53mbps down and 19 mbps up. Plusenet estimated speed is 73 mbps.
I setup my router with ease ( Asus RT-66u ) and ran some speed tests myself on bt wholesale speed test ( wired ), and the best i have got is:
Download speed : 19.45
Upload speed : 12.61
Ping lateney : 29.25

Is this normal with a new connection or do plusnet need to do something they end? The download speed doesn't what to go past 20 mbps it seems.
13 REPLIES 13
skycatcherx
Dabbler
Posts: 14
Registered: ‎16-10-2015

Re: Had Unlimited Fibre Extra installed today and speed is low

Hi,
I had fibre installed last friday and BT engineers line tester showed 31MB down but my speed test showed 2.5MB which was my old adsl speed. I went on chat with plusnet and the guy said he would sort out my IP profile which was still at the adsl setting - upon reboot my speed jumped to 25MB. So i would give plus net a call....btw the engineer said he had never experienced this before but I suspected that was the problem....
copperpot26
Dabbler
Posts: 21
Registered: ‎29-12-2012

Re: Had Unlimited Fibre Extra installed today and speed is low

Hi
Thanks for reply
Yeah will call them now and see what they say.
dick:quote
Chris
Legend
Posts: 17,724
Thanks: 599
Fixes: 169
Registered: ‎05-04-2007

Re: Had Unlimited Fibre Extra installed today and speed is low

No need to call!
Just a single disconnect/reconnect should sort it.
Former Plusnet Staff member. Posts after 31st Jan 2020 are not on behalf of Plusnet.
copperpot26
Dabbler
Posts: 21
Registered: ‎29-12-2012

Re: Had Unlimited Fibre Extra installed today and speed is low

Ok i take it you mean the router? yes? Thanks
dick:quote
Chris
Legend
Posts: 17,724
Thanks: 599
Fixes: 169
Registered: ‎05-04-2007

Re: Had Unlimited Fibre Extra installed today and speed is low

Yep, just log in to the router and disconnect/reconnect.
Former Plusnet Staff member. Posts after 31st Jan 2020 are not on behalf of Plusnet.
copperpot26
Dabbler
Posts: 21
Registered: ‎29-12-2012

Re: Had Unlimited Fibre Extra installed today and speed is low

Thanks Chris will try that now
dick:quote
copperpot26
Dabbler
Posts: 21
Registered: ‎29-12-2012

Re: Had Unlimited Fibre Extra installed today and speed is low


Still no improvement, any more help would be great thanks
Boodz85
Grafter
Posts: 49
Registered: ‎06-02-2013

Re: Had Unlimited Fibre Extra installed today and speed is low

https://portal.plus.net/my.html?action=data_transfer_speed check your plusnet profile see if it matches the 53mb that bt have set on your ip profile, i bet it doesnt Wink
Chris
Legend
Posts: 17,724
Thanks: 599
Fixes: 169
Registered: ‎05-04-2007

Re: Had Unlimited Fibre Extra installed today and speed is low

Bet you it's not causing any restrictions though Wink already checked that which is why I asked for the reconnect.
Former Plusnet Staff member. Posts after 31st Jan 2020 are not on behalf of Plusnet.
Chris
Legend
Posts: 17,724
Thanks: 599
Fixes: 169
Registered: ‎05-04-2007

Re: Had Unlimited Fibre Extra installed today and speed is low

I'm just checking the line now.
Former Plusnet Staff member. Posts after 31st Jan 2020 are not on behalf of Plusnet.
Chris
Legend
Posts: 17,724
Thanks: 599
Fixes: 169
Registered: ‎05-04-2007

Re: Had Unlimited Fibre Extra installed today and speed is low

I can't see any issues with either your account on our side, and the line is connected at over 55Mbps at the moment.
I'm sorry to say that if it doesn't improve we'll need to look into it as a fault, if so please report it at https://faults.plus.net
Former Plusnet Staff member. Posts after 31st Jan 2020 are not on behalf of Plusnet.
copperpot26
Dabbler
Posts: 21
Registered: ‎29-12-2012

Re: Had Unlimited Fibre Extra installed today and speed is low

Thanks for your help so far chris
Surely if there was a fault with the line the engineer would have pick it up this morning, no? He ran test on my line and found no faults
dick:quote
copperpot26
Dabbler
Posts: 21
Registered: ‎29-12-2012

Re: Had Unlimited Fibre Extra installed today and speed is low

Filled in the report a fault and answered all the questions. Says i will hear back within 24hrs.
Ran a few more speed tests and the download always comes back at around 20mbps.
Upload has improved, getting around 17/18mbps most times.