New fibre broadband customer - slow download speed
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New fibre broadband customer - slow download speed
22-01-2017 11:08 PM
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Hi, I switched from TalkTalk to PlusNet fibre broadband in December. I used to get a steady 36Mbps with TalkTalk, now I get 36Mbps with PlusNet during the morning and early afternoon but it falls to 2-3 Mbps in the evenings from 5pm until around midnight every day. The service has been live for several weeks and has had time to settle. Router and BT wholesale test stats attached.
How do I raise a support ticket? Are there any customer service reps on here who can help?
Many thanks!
Re: New fibre broadband customer - slow download speed
23-01-2017 8:14 AM
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Hi,
The fact this occurs during late afternoon/ evening suggest possible congestion to me someone from Plusnet should be along soon where they will be able to confirm or deny this
James
Re: New fibre broadband customer - slow download speed
23-01-2017 9:15 AM
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How are you testing wired or Wi-Fi?
Re: New fibre broadband customer - slow download speed
23-01-2017 9:35 AM
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Wired.
Just to illustrate how it changes during the day (same every day), tested at 9:30am this morning:
Re: New fibre broadband customer - slow download speed
24-01-2017 4:36 PM
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A quick check suggests that your VLAN was congested around 9th Jane with a regrade due 20th. Worth raising a fault if you are still experiencing problems.
Re: New fibre broadband customer - slow download speed
25-01-2017 1:50 PM
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I tried raising a fault but I get the following error message, I tried several times:
Broadband Troubleshooter - Error
There's been a problem
We're sorry, but you can't use the Broadband Troubleshooter to report a fault on your service. Please contact our Support Team for help.
=> How do I contact the support team?
Re: New fibre broadband customer - slow download speed
25-01-2017 1:57 PM
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0800 432 0200 or chat.
Re: New fibre broadband customer - slow download speed
25-01-2017 2:17 PM
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Thanks, did an online chat and they raised a fault for me; will report back.
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