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New customer, need to wait for speed increase?

turnma
Hooked
Posts: 5
Registered: ‎07-04-2017

New customer, need to wait for speed increase?

Hi.  I've just had my fibre extra account activated today, moving in from BT where I'd previously been on their 52Mbps package.  So far I'm seeing that my speed seems to be limited at what I had previously with BT.  Hub One shows my max data rate at 5653/50242 (data rate at 5294/49883), whereas https://portal.plus.net/my.html?action=data_transfer_speed shows my line speed at 78Mbps.  I know that I can expect to see some tuning in initial days, but I'm concerned that I seem to be locked on what I had with BT whereas I'd expected the package shift from 52/10 to 80/20 to show more immediately.  Is this something that needs to be looked at, or should I just be patient?  Thanks.

10 REPLIES
Community Veteran
Posts: 1,575
Thanks: 267
Fixes: 33
Registered: ‎13-08-2015

Re: New customer, need to wait for speed increase?

What speeds does it say you can expect when you put your phone number in the DSL Checker?

turnma
Hooked
Posts: 5
Registered: ‎07-04-2017

Re: New customer, need to wait for speed increase?

Assuming I'm supposed to be looking at the VDSL columns then it says range A is 80-62.6/20-19. Range B is 68.4-39.8,20-10.
rongtw
Seasoned Hero
Posts: 6,973
Thanks: 1,532
Fixes: 12
Registered: ‎01-12-2010

Re: New customer, need to wait for speed increase?

Your speed should be set by the DLM within 48 hours ,  maybe a staff will check if you have the correct profile Thumbs Up

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turnma
Hooked
Posts: 5
Registered: ‎07-04-2017

Re: New customer, need to wait for speed increase?

Thanks, I'll keep an eye on it and hope for the profile check in the meantime!

Community Veteran
Posts: 5,176
Thanks: 480
Fixes: 20
Registered: ‎10-06-2010

Re: New customer, need to wait for speed increase?

The BT service advertised as "up to 52Mb" actually has a maximum speed of 55Mb, so I'd assume that your speed is being limited by the length and quality of your line, or your internal wiring if you have any and don't have a filtered faceplate. Your upstream speed seems far below the estimate, if your estimate is an accurate indication of what you should be getting, then you should have been getting within a few k of the full 55000/10000 on BT.

turnma
Hooked
Posts: 5
Registered: ‎07-04-2017

Re: New customer, need to wait for speed increase?

Thanks.  My upload speed was always relatively poor but I don't want to rule out that there might be two issues here.  If my IP profile is limiting my download speed then that would be a quick fix whereas the upload speed is likely to need an engineer visit.  Am I best logging a fault to get this looked at?

Community Veteran
Posts: 5,176
Thanks: 480
Fixes: 20
Registered: ‎10-06-2010

Re: New customer, need to wait for speed increase?

The IP profile is set automatically based on the "data rate" your modem connects at. Both the downstream and upstream speeds are much lower than the estimate, if there's a fault, then fixing it will improve both. I suppose you should raise a fault.

Another possibility is that the estimate is wildly wrong.

Plusnet Staff
Plusnet Staff
Posts: 2,145
Thanks: 372
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Registered: ‎22-08-2015

Re: New customer, need to wait for speed increase?

Hi there @turnma first of all welcome to the community forums.

I am sorry to hear you are having speed issues. I've tested your line and I can see your router is in sync below your estimated speed range:

Sync Status In Sync
Downstream Speed 49.9 Mbps
Upstream Speed 5.3 Mbps

I'd advise to try testing your router from the test socket, as explained here: https://community.plus.net/t5/Library/Testing-From-The-Master-Socket/ba-p/1322242 and then to raise a fault to us at http://faults.plus.net if that doesn't help.

From when I joined the Plusnet Help Team in May 2017 my main Community account is @Gandalf.
If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Staff
turnma
Hooked
Posts: 5
Registered: ‎07-04-2017

Re: New customer, need to wait for speed increase?

Thanks.  Test socket increases me up marginally to 51.56/5.648 (from 50.16/5.414 yesterday) but doesn't make a material difference.  I'll raise a fault.

Plusnet Staff
Plusnet Staff
Posts: 2,145
Thanks: 372
Fixes: 117
Registered: ‎22-08-2015

Re: New customer, need to wait for speed increase?

Thanks, our faults team will be in touch within the next 72 hours.

From when I joined the Plusnet Help Team in May 2017 my main Community account is @Gandalf.
If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Staff