Incredibly low fibre speeds
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Incredibly low fibre speeds
22-01-2016 9:33 PM
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I'm hoping someone can help. In the last couple of weeks our fibre broadband is getting slower and slower. We've added nothing new and nothing has changed in our house/connections.
I'm struggling to get my speed checker app to even connect let alone register a speed. The majority of the time if I am able to connect and check the speed it is under 1mpbs.
I contacted support who told me the line is fine, but there is clearly something wrong.
Any help would be appreciated.
Thanks
Iain
Re: Incredibly low fibre speeds
22-01-2016 10:19 PM
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You need to start with this link https://community.plus.net/forum/index.php/topic,143836.0.html and then the section marked "Speed Fault (EPP)" at this link http://community.plus.net/library/broadband/broadband-faults-guide-fttc/
Re: Incredibly low fibre speeds
24-01-2016 8:40 AM
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I've done what the links suggest and it says:
Your service was found to be performing poorly.
Please raise a fault with your service provider, stating that the BT Performance Tester tool indicates poor service throughput performance after the third test.
The best effort download speed was 20.01mpbs.
However, having changed my username, it now won't let me change it back to my plusnet username, just keeps saying not connected to the internet, any thoughts?
Re: Incredibly low fibre speeds
24-01-2016 9:28 AM
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Thanks
Re: Incredibly low fibre speeds
24-01-2016 9:43 AM
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A wired connection removes the possibility of wifi issues causing the slow speeds.
If it is still slow follow the bb fault troubleshooter here http://www.plus.net/support/broadband/bbfaults/
Re: Incredibly low fibre speeds
02-02-2016 8:12 PM
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I've done the troubleshooter and reported the problem, but I've got no idea where to find any update on whether the problem is being resolved. I've had absolutely no contact from plusnet.
This is becoming increasingly frustrating and the problem is getting worse, we can barely manage to stream more than 5 mins of a programme on sky without it having to stop and load. Even simple web pages like google take an eternity to load.
I'm out of contract now with plusnet so suspect it's now time to change...
Re: Incredibly low fibre speeds
02-02-2016 8:24 PM
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Re: Incredibly low fibre speeds
02-02-2016 8:58 PM
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I note one of the comments is Plusnet aim to respond within 24 hours!!!
Re: Incredibly low fibre speeds
02-02-2016 9:35 PM
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For anyone to be able to help you will need to provide a bit more information.
Re: Incredibly low fibre speeds
03-02-2016 9:25 AM
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As an aside, we're using a BT Homehub 3 what options are there for upgrading the router to get better coverage and the ability to connect more devices and is it an easy job to change?
Thanks
Re: Incredibly low fibre speeds
03-02-2016 9:31 AM
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You can pick up a HH5 for £50 or less on ebay.
Other brands are available, just look through the forum as people ask for what can I use quite often.
Re: Incredibly low fibre speeds
03-02-2016 10:03 AM
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Is there any update on the other issues we're experiencing? I've clicked your link and sent another message, but there is still no reply or attempt at a resolution?
Thanks
Re: Incredibly low fibre speeds
03-02-2016 10:16 AM
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If the Billion doesn't make any difference then you can always return it and get a full refund.
Re: Incredibly low fibre speeds
03-02-2016 11:45 AM
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Re: Incredibly low fibre speeds
03-02-2016 1:53 PM
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Looking at your account I can see that you started the fault checker on the 21st Jan but the questions weren't completed until the 30th, at which point the fault is sent to our faults team here to investigate. That usually takes around 72 hours for an update, so I'd expect a reply today (although I am actually testing the line now anyway).
The line looks good and stable:
The BT Speedtest result saved for your line don't show any issues either, on the test you performed on the 30th Jan this showed a throughout of 37.8Mb/s which is exactly where I'd expect it.
Can you give us some speedtest results where this is low? Or even better, run the BT Speedtest again when the speeds are low as this is what is stored against the fault report.
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