Moved from BT infinity 1 to Plusnet fibre extra - poor speeds

[#1]

So I used to get 40+ mbps on infinity 1 using a hub 5 over wifi and now on fibre extra (faster service) I'm get 20mbps wifi and about 30mbps wired connection.

The only changes are the company and a plusnet hub one which looks very much like the hub 5.

Connected downstream on the router is showing about 48mbps.

Anything that can be done?. I regret leaving BT already 😞

[#2]

So you do know you could use your BT Hub 5 ?

The PN Hub 1 is basically the same router, so if you could copy and past the info on the Help Desk tab, you may get some more useful advice - make sure you hide sensitive info such as your username, password and SSID. 

BT and PN use the same infrastructure and connections, so unless there is a fault somewhere you should get the same speeds.

[#3]

Thanks for the info, I'll get some data pasted on here and if that fails I'll try the hh5.

[#4]

As the downstream speed (48mbps) when logged in the hub is more like fibre than fibre extra, is it possible I've been put on the wrong service?.

[#5]

No, PN,s Fibre service is based on the 40 / 2 service, you are connected higher than those speeds according to your other thread. Infinity 1 is based on a 55 / 10, your upload is higher so must be on an 80 / 20 service.

However what are you expected to get, have a look on here the DSL Checker

[#6]

Thanks again for your help.

Moderator's note by Mike (Mav): Post released from Spam Filter.

[#7]

Featured Products	Downstream Line Rate(Mbps)		Upstream Line Rate(Mbps)		Downstream Handback Threshold(Mbps)	WBC FTTC Availability Date	WBC SOGEA Availability Date	WBC FTTC 18x2 Provide Availability	WBC FTTC 18x2 Sim Availability	Left in Jumper
	High	Low	High	Low
VDSL Range A (Clean)	76.9	58.4	20	16.3	51.5	Available	--	--	--	--

 Judging from the estimates above we would expect your line to be connecting at a higher rate than it is. The line itself looks quite stable:

Testing the line is suggesting a potential issue on the voice side of the line:

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	50.5 Mbps
Upstream Speed	14.4 Mbps
Appointment Required	N
Fault Report Advised	N
NTE Power Status	PowerOn
Voice Line Test Result	Voice fault suspected - contact Voice CP to progress copper issue
Bridge Tap	Not Detected
Repetitive Electrical Impulse Noise	Not Detected
Estimated Line Length In Metres	573.1
Upstream Rate Assessment	Reasonable
Downstream Rate Assessment	Reasonable
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-44M Downstream, Error Protection Off - 0.128M-10M Upstream, Error Protection Off
Time Stamp	2017-09-06T11:45:00

Is there any noise, crackling or hissing on your phone line?

[#8]

Thanks Chris, I've certainly noticed those issues in the past using the phone. I very rarely use the landline these days but will check what you've suggested to listen for.

Gav

[#9]

@Chris sorry for the delay just being sourcing a couple of corded telephones to carry out the test.

Quiet line test with phone in test socket.

Geemarc branded corded phone = crackling

Panasonic cordless = faint crackling

BT Decor corded phone = air sort of sound which doesn't change in pitch or volume (maybe normal?), but not a whistling sound or crackling.

Regards Gav

[#10]

Hi Gav,

It's probably worth getting the crackling looked at by an engineer. I have raised a ticket on your account with a couple of things you could try first to resolve the problem. The ticket is: https://www.plus.net/wizard/?p=view_question&id=158299552

If you'd like an engineer visit to further investigate, just reply to the ticket to let us know.

Cheers,

Anoush

[#11]

Thanks Anoush, I'll do that.