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New fibre broadband customer - slow download speed

ash73
Newbie
Posts: 4
Registered: ‎01-01-2017

New fibre broadband customer - slow download speed

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!

 

router.jpgBT wholesale test.jpgBT diagnostics.jpgOokla test.jpg

7 REPLIES
geek26
Aspiring Pro
Posts: 192
Thanks: 31
Fixes: 2
Registered: ‎20-08-2016

Re: New fibre broadband customer - slow download speed

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

Community Veteran
Posts: 1,595
Thanks: 278
Fixes: 33
Registered: ‎13-08-2015

Re: New fibre broadband customer - slow download speed

How are you testing wired or Wi-Fi?

ash73
Newbie
Posts: 4
Registered: ‎01-01-2017

Re: New fibre broadband customer - slow download speed

Wired.

 

Just to illustrate how it changes during the day (same every day), tested at 9:30am this morning:

speed (day).jpg

Plusnet Staff
Plusnet Staff
Posts: 183
Thanks: 43
Fixes: 4
Registered: ‎29-04-2013

Re: New fibre broadband customer - slow download speed

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.

 

http://faults.plus.net

 

ash73
Newbie
Posts: 4
Registered: ‎01-01-2017

Re: New fibre broadband customer - slow download speed

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?

Community Veteran
Posts: 1,595
Thanks: 278
Fixes: 33
Registered: ‎13-08-2015

Re: New fibre broadband customer - slow download speed

0800 432 0200  or chat.

ash73
Newbie
Posts: 4
Registered: ‎01-01-2017

Re: New fibre broadband customer - slow download speed

Thanks, did an online chat and they raised a fault for me; will report back.