New customer - terrible fibre speeds
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New customer - terrible fibre speeds
23-05-2018 9:17 PM
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I'm a new PlusNet customer, recently switched away from an ADSL connection with another provider. The line has been active 3 days, and I'm seeing download speeds of only 2 - 5Mbps, but:
* I'm on fibre extra
* My sign-up email said "We estimate your broadband speed should be between 55Mbps and 78Mbps and your minimum guaranteed access line speed is 48Mbps"
* portal.plus.net says current line speed 78Mb
* Hub One line status says 69.55 Mbps
* My ADSL line ran at about 15Mbps
I would complete http://speedtest.btwholesale.com/ but it requires Flash Player, which I don't wish to install (it's hardly used now due to security concerns). (But I've run various other speed tests, using a wired connection, with only one computer connected to the Hub One)
I've read various things about allowing a settling in period, but is my line speed really going to magically go up by such a massive factor?
Any help appreciated.
Re: New customer - terrible fibre speeds
23-05-2018 11:14 PM
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Are you testing using an Ethernet cable between the router and computer? If not you need to do so to eliminate the possibility that whis is a wifi problem.
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Re: New customer - terrible fibre speeds
on 24-05-2018 7:49 AM - last edited on 24-05-2018 7:44 PM by Mav
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Thanks, but yes, with an ethernet cable. And on the last occasion, I disabled WiFi on the router and unplugged all other ethernet cables, to be sure it was just a single device.
Interestingly, I ran a test in the middle of the night, and got way better speeds - around 46Mbps. But every speed test during the evening has got very slow speeds, much worse than my previous ADSL2 connection.
Moderator's note by Mike (Mav): Full quote of preceding post removed as per Forum rules.
Re: New customer - terrible fibre speeds
24-05-2018 9:43 AM
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This could be a local BTInfrastructure congestion or 'hot SVLAN' problem that Plusnet need to get sorted for you. Hopefully a Plusnet staff member will spot this post and pick it up for you. The staffers who do support this forum are both knowledgable and practive as far as possible but are obviously dependant on Openreach doing their bit.
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Re: New customer - terrible fibre speeds
on 24-05-2018 7:38 PM - last edited on 24-05-2018 7:44 PM by Mav
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Ok, let's hope so. Thanks very much for your advice.
Moderator's note by Mike (Mav): Full quote of preceding post removed as per Forum rules.
Re: New customer - terrible fibre speeds
25-05-2018 4:54 PM
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Re: New customer - terrible fibre speeds
25-05-2018 5:15 PM
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Many thanks for looking into this.
So, if I'm interpreting that correctly:
- "Hot SVLAN" means there is congestion of the network bandwidth that plusnet customers share from my cabinet/exchange.
- The upgrade means more capacity for plusnet customers (on my cabinet/exchange), hence less congestion, hence I shouldn't see my speeds crippled during peak times.
Is that correct?
Will the upgrade be sufficient to relieve the congestion, or will I simply see less congestion? I am concerned that this is so far below my "minimum guaranteed access line speed" (and the speed my router is sync'ing at).
Re: New customer - terrible fibre speeds
25-05-2018 5:37 PM - edited 25-05-2018 5:40 PM
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If I understand it correctly it's all consumers on that fibre, not just Plusnet customers. Whether the problem will be completely sorted depends on how much extra capacity is installed. I'm afraid that all you can do if Plusnet can't get you transferred to a less conjested channel is cross your fingers and wait. If it's still slow then raise the fault again.
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Re: New customer - terrible fibre speeds
29-05-2018 1:56 PM
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@Baldrick1 wrote:
... but are obviously dependant on Openreach doing their bit.
In the case of SVLANS it is BT Wholesale who need to fix the issue.
Sharing: I believe it depends on the exchange - in some Plusnet share SVLANS in others they have their own but all still provided by BTw.
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: New customer - terrible fibre speeds
30-05-2018 11:27 AM
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Our suppliers have passed this to their complex faults team to see what can be done.
Unfortunately the entire exchange is hot so there isn't a quick fix I'm afraid.
We'll update you when we know more.
Re: New customer - terrible fibre speeds
30-05-2018 8:22 PM
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Re: New customer - terrible fibre speeds
30-05-2018 8:39 PM
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Your issue is not your side of the exchange, which as you correctly observe has not changed in moving away from Talk Talk, who have their own back hauls.
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: New customer - terrible fibre speeds
30-05-2018 8:45 PM
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Re: New customer - terrible fibre speeds
31-05-2018 12:07 PM
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Just to update you further our suppliers have advised the fix is due for the 1st of July.
We'll keep checking for updates in case this gets pushed forward or if we can move you over to a alternative SVLAN.
Re: New customer - terrible fibre speeds
31-05-2018 7:05 PM
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(Many thanks also to the advice from Baldrick1 + Townman)
What are my options/rights if the problem is not fixed? I'm willing to give it a chance, but I'm not keen on paying fibre extra prices for these speeds for the whole length of the contract.
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