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New Here

Twoterriers
Grafter
Posts: 43
Thanks: 6
Fixes: 1
Registered: ‎20-03-2017

New Here

Hi there,
I just moved from John Lewis Fibre over to Plusnet and in the process I've lost half my speed ! It was supplied by Plusnet too so is anyone else having this problem, please ? I don't see how it can be any different at all !!
Cheers,
Lynda~
"Children are for people who can't have dogs"
7 REPLIES 7
rongtw
Seasoned Hero
Posts: 6,973
Thanks: 1,541
Fixes: 12
Registered: ‎01-12-2010

Re: New Here

hopefully one of PN staff will see this and have a look

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Twoterriers
Grafter
Posts: 43
Thanks: 6
Fixes: 1
Registered: ‎20-03-2017

Re: New Here

Hoping so, too. Cheers.

Lynda~

"Children are for people who can't have dogs"
Oldjim
Resting Legend
Posts: 38,460
Thanks: 787
Fixes: 63
Registered: ‎15-06-2007

Re: New Here

just a thought - were you on fibre extra with John Lewis and now on Unlimited Fibre with Plusnet - your router reported speeds would confirm

Twoterriers
Grafter
Posts: 43
Thanks: 6
Fixes: 1
Registered: ‎20-03-2017

Re: New Here

No, Jim. I don't live in an area where I can get the super-dooper speeds so it has always been the basic fibre up to 32mb I think it's always advertised as.

Cheers,

Lynda~

"Children are for people who can't have dogs"
Anoush
Aspiring Hero
Posts: 2,568
Thanks: 572
Fixes: 139
Registered: ‎22-08-2015

Re: New Here

Hi there @Twoterriers I'm sorry to hear your speed has decreased since joining Plusnet.

 

I'm testing your line and I'm seeing your router in sync at 13.5 Mbps which unfortunately is just within your estimated speed range of between 13.5 Mbps and 19.6 Mbps.

 

I'm not identifying any faults so we'd be hard pressed to get a fault raised to our suppliers as the line is performing within expectations. Honestly, no changes would have been made in the transfer from your previous provider.

 

My best suggestion would probably be to try internal checks by plugging your router into the test socket, explained here: https://community.plus.net/t5/Library/Testing-From-The-Master-Socket/ba-p/1322242

 

If this doesn't help and if the speed drops down further then it'd be outside of the estimate and you'd be able to raise a fault at http://faults.plus.net . I apologise for the inconvenience caused.

This is my personal Community Forum account to help out around these parts while I'm at home. If I'm posting from the 1st March 2020, this means I'm off-duty with no access to internal systems.
If this post resolved your issue, please click the 'This fixed my problem' button
Twoterriers
Grafter
Posts: 43
Thanks: 6
Fixes: 1
Registered: ‎20-03-2017

Re: New Here

What hasn't been explained, Anoush, is that you guys provide John Lewis who provided me on the same line regularly at 19+ which I can prove as I have an app with records.

 

So I'm not understanding how I lose almost 50% of my speed by moving to you direct. I don't have a master socket as pictured. The one I have is a new one the John Lewis engineer installed with a double frontage and it's called a Master Socket 5C and it doesn't have screws I can undo.

You sent an email over to me yesterday to advise my speeds were averaging 11.1 against what it should be but offered no more assistance, so pretty much just advising it is slow !!! I knew that !!

 

Not sure what else I can do now. Nothing has changed from using John Lewis aside from the router and you taking over the line direct !

Lynda~

"Children are for people who can't have dogs"
Twoterriers
Grafter
Posts: 43
Thanks: 6
Fixes: 1
Registered: ‎20-03-2017

Re: New Here

I just ran 2 X BTWholesale speedtests-results as follows:

21/3 Ethernet
Download 12.86
Upload 0.89
Ping 25.25

21/3 Wifi
Download 12..86
Upload 1.03
Ping 0.00

I'll start doing these every day and monitoring it..

Lynda~

"Children are for people who can't have dogs"