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New customer: Pathetic download speed (11/38mb)

drallcom3
Hooked
Posts: 9
Registered: 01-06-2016

New customer: Pathetic download speed (11/38mb)

Hello,

 

my download speed is quite terrible. I get around 11mb of 38mb (according to the BT test). That's less than DSL, yet I'm paying for Fibre...

I don't expect the full 38mb, but this is unacceptable.

Tags (3)
15 REPLIES
Community Veteran
Posts: 1,454
Thanks: 235
Fixes: 31
Registered: 13-08-2015

Re: New customer: Pathetic download speed (11/38mb)

How are you testing? Wired or wifi? What router do you have?

SpendLessTime
Aspiring Hero
Posts: 2,518
Thanks: 667
Fixes: 60
Registered: 21-09-2009

Re: New customer: Pathetic download speed (11/38mb)

What is the BTW IP Profile given at , just enter your phone number?

 http://www.speedtest.btwholesale.com/PerformanceTesterWS/diagnostics.do

And what is the Plusnet Line Speed shown at https://portal.plus.net/my.html?action=data_transfer_speed ?

 

If the IP Profile is okay and the Plusnet Line Speed is set much lower, then that is limiting your download speed. Phone or Chat with Plusnet and ask for the Plusnet Line SPeed to be set correctly. Once done, you will need to log on to the router, click "Disconnect", wait a minute and then click "Connect" to get the higher speeds.

drallcom3
Hooked
Posts: 9
Registered: 01-06-2016

Re: New customer: Pathetic download speed (11/38mb)


I have the latest Hub One and both cable and wifi get me the same results.


You can see my profile and speed test below. That was also what was promised when I bought the line.

 

bt.png

 

speed.png

Moderator's note by Mike (Mav): Full quote of preceding post removed as per Forum rules

SpendLessTime
Aspiring Hero
Posts: 2,518
Thanks: 667
Fixes: 60
Registered: 21-09-2009

Re: New customer: Pathetic download speed (11/38mb)

Given the big red line on the BTW Speed test results, I would suggest you log a fault http://faults.plus.net/

Terranova667
Pro
Posts: 1,277
Thanks: 70
Fixes: 3
Registered: 19-02-2014

Re: New customer: Pathetic download speed (11/38mb)

It could be your on ADSL, i don't know if you upgraded to Fibre or just ordered fibre with out upgrading either way it could be that Fibre has been activated or you were put on ADSL instead. 

I would get on the phone or live chat and ask if you have been activated for fibre before logging a fault becasue that takes 72 hrs for them to get back to you and that's if they do, it takes a lot less time to do over the phone / live chat to get an answer.

drallcom3
Hooked
Posts: 9
Registered: 01-06-2016

Re: New customer: Pathetic download speed (11/38mb)

I was hoping that someone from Plusnet reads this. They've helped many other here

dannyboy75
Rising Star
Posts: 95
Thanks: 19
Registered: 06-08-2015

Re: New customer: Pathetic download speed (11/38mb)

They likely will, now that the weekend is over. But from the looks of things, you'll still need to raise a fault ticket with them.

Community Gaffer
Community Gaffer
Posts: 17,646
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Registered: 05-04-2007

Re: New customer: Pathetic download speed (11/38mb)

I'm just taking a look at this now.

If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
Community Gaffer
Community Gaffer
Posts: 17,646
Thanks: 640
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Registered: 05-04-2007

Re: New customer: Pathetic download speed (11/38mb)

The line looks stable:

 

Testing the line is showing a fault, so I'm going to get that raised and I'll update the ticket on your account shortly.

 
Description Impairment in copper joint detected most likely in local network. Please continue to submit a trouble report
Main Fault Location LN
Sync Status In Sync
Downstream Speed 11.8 Mbps
Upstream Speed 1.3 Mbps
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
drallcom3
Hooked
Posts: 9
Registered: 01-06-2016

Re: New customer: Pathetic download speed (11/38mb)

Thanks for the update!

drallcom3
Hooked
Posts: 9
Registered: 01-06-2016

Re: New customer: Pathetic download speed (11/38mb)

Now my internet doesn't work at all anymore.
drallcom3
Hooked
Posts: 9
Registered: 01-06-2016

Re: New customer: Pathetic download speed (11/38mb)

Apparently 11 is my real speed (even if I had at 15 for over a week), which is well below any "estimations" given.

 

Does anyone know if the 30 day cancel period starts from the activation date? I don't want to pay Fibre prices for DSL speed.

Terranova667
Pro
Posts: 1,277
Thanks: 70
Fixes: 3
Registered: 19-02-2014

Re: New customer: Pathetic download speed (11/38mb)

Who told you that the speed your getting is correct a fault was detected and a ticket issued by Chris so a engineer should be sent

as for the cancel period it's from when the order is placed not when it's activated.

RJM
Rising Star
Posts: 168
Thanks: 16
Registered: 28-01-2013

Re: New customer: Pathetic download speed (11/38mb)

"The cooling-off period starts from the point at which the broadband is connected, under consumer law which is laid out in the Consumer Contracts Regulations."

You do have a right cancel - read this article with regards to Virgin that applies across the board.


Read more: http://www.thisismoney.co.uk/money/experts/article-3609178/Virgin-won-t-let-cancel-broadband-m-14-da...