New Broadband Package but no Speed Change
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- Re: New Broadband Package but no Speed Change
New Broadband Package but no Speed Change
16-06-2021 5:27 AM - edited 16-06-2021 5:29 AM
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Hi guys, hope I can get some assistance through here. I have recently moved to the Unlimited Fibre Extra package but have noticed that theres been absolutely no change to my line speeds (currently just under 23mbps download with just under 7mbps upload). Does anyone know how long it takes for the changes to take place as its now 5 days with no change?
Thanks.
Apologies, this should have been in the Fibre Broadband section of the forum.
Re: New Broadband Package but no Speed Change
16-06-2021 7:05 AM
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Moderators Note
This topic has been moved from ADSL Broadband to Fibre
If it helped click the thumb
If it fixed it click 'This fixed my problem'
Re: New Broadband Package but no Speed Change
16-06-2021 12:02 PM
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Hi @nick_chicane, thanks for getting in touch and I'm sorry to hear you're having speed issues as of recent.
I can see when testing over your connection currently there looks to be a profile banding in place of 25Mbps on our suppliers side which would explain the current lower speed you're seeing. As your line estimates are a lot higher I have placed the request with our suppliers and faults team to remove the banding we can see which should take place over the next 3 working days.
If then you could please turn the router off and back on your side come Tuesday morning or later then hopefully the speeds you see then fall in line with the estimates and what's expected. If you're still seeing issues at this point then please let us know and we'll happily look to investigate further.
Re: New Broadband Package but no Speed Change
16-06-2021 4:58 PM
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Thank you. I shall be in touch either to confirm that the speeds have improved or to let you know if theres no change.
Re: New Broadband Package but no Speed Change
16-06-2021 6:00 PM
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You're very welcome @nick_chicane and my apologies for any inconvenience caused in the meantime. We look forwards to hearing from you further.
Re: New Broadband Package but no Speed Change
22-06-2021 4:57 PM
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Hi, I've just reset my router now (Tuesday evening) and the speeds are still showing the same. 22mb download and 6mb upload.
I'd appreciate if someone would start kicking people up the backside as this is nearly 2 weeks now that I've been on this new broadband package and I'm still yet to receive the speeds I should be.
Re: New Broadband Package but no Speed Change
22-06-2021 5:40 PM
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Hi @nick_chicane, thanks for getting back in touch and I'm sorry to hear you're still having speed issues.
I have checked with the team who progress these types of unbandings and it looks like non of the requests we've sent through over the last few days look to have been actioned. I'll certainly be chasing this up further to make sure the banding can be removed for you as quickly as possible but until I hear back from the relevant team I'm afraid I can't confirm when this issue will be resolved for you.
I've marked this post so we can be sure to update you as we hear back and we'll be happy to looking at a goodwill gesture due to this ongoing issue once the speeds are where we expect to see them for you.
My apologies for any ongoing inconvenience this may be causing.
Re: New Broadband Package but no Speed Change
22-06-2021 6:48 PM
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Thank you for the response. Nothing personal against you, but yeah, as a very long term Plusnet customer (must be 20 years now or at least approaching that) I've always been extremely happy with the service I've received. This is the first time its definitely fallen below the standard I'm used to. I look forward to hearing back. Cheers!
Re: New Broadband Package but no Speed Change
24-06-2021 8:01 PM
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Hi, first of all, thanks for your input as the change has now taken place and I'm receiving a download speed of 42 Mbps, which is well within the range I was told I would receive so I am happy with that. My upload speed is a bit low though. The range for the package is between 9-14 Mbps, but I'm only receiving 7 Mbps. Is there anything that can be done to increase the upload speed? As a gamer, who plays online, the upload speed is important to me at times.
Re: New Broadband Package but no Speed Change
24-06-2021 8:25 PM
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If it helped click the thumb
If it fixed it click 'This fixed my problem'
Re: New Broadband Package but no Speed Change
25-06-2021 10:22 AM
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Thanks a lot for reaching out and I'm sorry to hear that you're still having issues, now with the upload speed on your line. I've run another RRT on your line which does show show some line issues, however the line is no longer banded.
DLM Profile - Downstream: 0.128M-80M with Retransmission (Low). Upstream: 0.128M-20M with no error protection
Going forward, if you can, please connect your router to the test socket, this lies behind the face plate of your master socket, and try to use an Ethernet cable instead of wireless when possible. Speeds can fluctuate as well, so, it's worth keeping an eye on this over the next few days to see if it increases following the recent DLM reset. "Line issues" have been detected though, so if this does not improve, we can always then raise this with our suppliers and request an engineer appointment.
Re: New Broadband Package but no Speed Change
25-06-2021 6:12 PM
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Hi, I'll give it a few days then and see if theres any change with the upload speeds.
There was mention of a goodwill gesture as theres been such a long delay between me changing my package and actually receiving the speeds I should. I'd be interested to know what that will be and when I'll receive it?
Re: New Broadband Package but no Speed Change
25-06-2021 6:30 PM
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Great stuff @nick_chicane
In regards to a gesture of goodwill, this information cannot really be shared publicly. I've therefore sent you an email, which you can respond to via your online Member Centre, or simply respond to the generic SMS that I've sent alongside it.
Give me a nudge on here once you've responded and I'll pop back into the account.
Re: New Broadband Package but no Speed Change
25-06-2021 6:35 PM
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I have responded, Adam. Thanks.
Re: New Broadband Package but no Speed Change
26-06-2021 1:10 PM
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Hi @nick_chicane,
Thanks for getting back in touch. I've updated the ticket on Adam's behalf.
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