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New customer receiving approx. half of estimated speed

nickmoores
Newbie
Posts: 2
Registered: 17-02-2017

New customer receiving approx. half of estimated speed

Hi all,

 

Generally, I'm pretty happy with my new Plusnet setup, but slightly concerned that having performed multiple speed tests over the past couple of weeks, I've never reached speeds of above 37mbps (despite paying for 76mbps).

 

All the estimates that were performed by the various online estimation speed tests suggested I shouldn't be getting much below 71mbps.

I also tried a test on speedtest.btwholesale.com just now which suggested that my IP profile is 38mbps - see attached.  This doesn't sound right...could something be wrong with my setup?

Thanks,

Nick

 

 

6 REPLIES
Browni
Aspiring Hero
Posts: 2,109
Thanks: 704
Fixes: 45
Registered: 02-03-2016

Re: New customer receiving approx. half of estimated speed

That indicates you are on the Unlimited Fibre product (40/2), not Unlimited Fibre Extra (80/20).

What does this show? (requires login)

I must have been really bad in a previous life. This is my 3rd ISP in a row that uses lithium.
Now you lot are going to suffer because my current ISP doesn't run a forum Cheesy
nickmoores
Newbie
Posts: 2
Registered: 17-02-2017

Re: New customer receiving approx. half of estimated speed

Hi there,

It shows an order for unlimited fibre extra. Could it be that I've been connected with the wrong product?

Thanks,
Nick
RealAleMadrid
Seasoned Pro
Posts: 684
Thanks: 253
Fixes: 11
Registered: 07-07-2009

Re: New customer receiving approx. half of estimated speed

Yes!  You are on the 40/2 fibre product. Tell PlusNet to put it right.

Browni
Aspiring Hero
Posts: 2,109
Thanks: 704
Fixes: 45
Registered: 02-03-2016

Re: New customer receiving approx. half of estimated speed

It does look likely and is something only customer services will be able to answer.

Contact link

I must have been really bad in a previous life. This is my 3rd ISP in a row that uses lithium.
Now you lot are going to suffer because my current ISP doesn't run a forum Cheesy
Plusnet Staff
Plusnet Staff
Posts: 2,144
Thanks: 372
Fixes: 116
Registered: 22-08-2015

Re: New customer receiving approx. half of estimated speed

Hello @nickmoores A warm welcome to the community,

Not able to confirm things as I'm not in the office at the moment, but it does sound like you're on 40/2 product.

If you're signed up for Unlimited Fibre Extra please accept my apologies that this appears to have happened.

If it isn't resolved come Monday, I'll be happy to investigate this for you.
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
Plusnet Staff
Plusnet Staff
Posts: 2,144
Thanks: 372
Fixes: 116
Registered: 22-08-2015

Re: New customer receiving approx. half of estimated speed

I've looked into your account @nickmoores and I can see we've placed a modify order on Saturday to provision your service on the wholesale product of 80/20 which should complete tomorrow.

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