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New customer, 9mb download, paying for 40mb

caferaca1975
Newbie
Posts: 3
Registered: 18-11-2014

New customer, 9mb download, paying for 40mb

Had the phone / router installed today. run several speedtests from various sources, all around 9 mb download. I'm paying for 40mb connection. Why is this happening? i moved to Plusnet because Virgin Media are terrible and PlusNet was recommended. I hope I haven't made a mistake !
Please resolve ASAP please
http://www.speedtest.net/my-result/3920178586
>http://
6 REPLIES
Community Veteran
Posts: 5,472
Thanks: 291
Fixes: 4
Registered: 11-08-2007

Re: New customer, 9mb download, paying for 40mb

What FTTC speeds does the BT Broadband Availability Checker say your line should be capable of ?
caferaca1975
Newbie
Posts: 3
Registered: 18-11-2014

Re: New customer, 9mb download, paying for 40mb

well a BT engineer came round this morning and said I have 80mb !? I wasn't there so cannot confirm. Maybe the problem is with Plusnet limiting my speed. I'll check when I get home, and try that link.
Thanks
Community Veteran
Posts: 5,472
Thanks: 291
Fixes: 4
Registered: 11-08-2007

Re: New customer, 9mb download, paying for 40mb

Quote from: caferaca1975
Maybe the problem is with Plusnet limiting my speed

That is quite easy to prove !
Go to the BT Wholesale Broadband Performance Test
Enter your phone number in the box next to "Telephone Number of the broadband circuit:",
Hit the "Run Diagnostic Test" button.
Hit "OK"  to confirm your number.
Let the test run, and wait until the "Test Results" page appears.
The information in the box is what your BT exchange thinks your line is capable of and what it is currently achieving.
To see whether Plusnet is limiting your speed, you need to compare the number following "IP Profile for your line is -" from the above test,  against the number that Plusnet use for "Current line speed:" which can be found here - High-speed Broadband (which you need to login to the Plusnet "Member Centre" to access)
If the Plusnet value is equal to the BT value,  then Plusnet ARE NOT limiting you.
If the Plusnet value is less than the BT value,  then Plusnet ARE limiting you.
If the Plusnet value is greater than the BT value,  then Plusnet are not using the correct number and it needs updating.
Hope that helps  Wink
Community Veteran
Posts: 26,529
Thanks: 766
Fixes: 9
Registered: 10-04-2007

Re: New customer, 9mb download, paying for 40mb

Can you confirm that the low speed test results you've posted were obtained using a wired connection to the router.
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
caferaca1975
Newbie
Posts: 3
Registered: 18-11-2014

Re: New customer, 9mb download, paying for 40mb

Thanks for the replies !
OK result are in:
Download speed achieved during the test was - 63.23 Mbps
For your connection, the acceptable range of speeds is 40 Mbps-77.43 Mbps .
Additional Information:
IP Profile for your line is - 77.43 Mbps
------------------------------------------------------
Upload speed achieved during the test was - 2.95Mbps
Additional Information:
Upstream Rate IP profile on your line is - 20 Mbps
-------------------------------------------------------
Estimated line speed:
40Mb (Download speed could vary depending on line conditions. Estimates are the maximum speeds that your phone line can support. These speeds are dependent on the package you choose.) - Checked on 2014-11-03 20:06:14
Current line speed:
40 Mb
I'll test again when I get home
cheers
Community Veteran
Posts: 5,472
Thanks: 291
Fixes: 4
Registered: 11-08-2007

Re: New customer, 9mb download, paying for 40mb

That appears that your line is working correctly, and that you are getting the full 40Mbps download speed that you are signed up for.
This suggests when you tested and got 9Mbps, that either -

  • The test was being done wirelessly

  • The test was done on a machine that couldn't cope with the full speed

  • The test was done a time when your BT exchange was experiencing congestion and was limiting your available speed


The upload speed seems a bit slow, so would be worth watching that in future tests.
Let us know what results you get doing the BT test at hourly intervals during the evening ?
Wink