cancel
Showing results for 
Search instead for 
Did you mean: 

New fibre extra connection- low speed 40/10

Aroberts90
Hooked
Posts: 8
Registered: ‎24-10-2018

New fibre extra connection- low speed 40/10

I have just switched to Plusnet Fibre Extra from Sky - where I was consistently getting speeds of over 70mbps speeds. I am now down to c.34mbps (albeit that was a wifi test) and my hub is showing DSL 40/10. Plusnet connection has been live for about 48 hours. 

BT Wholesale speed test is showing:

Download Speed : 34.2 Mbps

2. Upstream Test: 

Upload Speed : 8.89 Mbps 

 

I tried to live chat, but was told to wait 10 days, which I know is nonsense for fibre. Pretty sure that I am currently mistakely capped at 40/10, rather than 80/20. Can someone please tell me that I'm not going entirely mad? I can't imagine there can be any issue with the line, as I had good speed a couple of days ago!

HALP!

12 REPLIES 12
Terranova667
Pro
Posts: 1,362
Thanks: 94
Fixes: 3
Registered: ‎19-02-2014

Re: New fibre extra connection- low speed 40/10

Hi and welcome,  you need to do a wired test if possibe Wi-fi suffers from interference so it can't be used as a indication of a issue, if the wired results are the same then for sure something is up. 

Aroberts90
Hooked
Posts: 8
Registered: ‎24-10-2018

Re: New fibre extra connection- low speed 40/10

Wired connection is similar - 38 download, 8.8 upload. 

 

Is is possible that I'm set to the normal fibre speed, rather than fibre extra? My DSL downstream speed on with my previous router was always at 80, now down to 40. 

 

 

Have tried resetting the router too. 

Community Veteran
Posts: 1,939
Thanks: 392
Fixes: 44
Registered: ‎13-08-2015

Re: New fibre extra connection- low speed 40/10

If you log into the router, go to Advanced/Help Desk tab, it will show your synch speed, and max attainable - you should be able to tell from there.

Aroberts90
Hooked
Posts: 8
Registered: ‎24-10-2018

Re: New fibre extra connection- low speed 40/10

Aha. But alas, still no idea why I'm trapped at 40 when it was fine with my previous provider... 

 

 

6. Data rate: 9997 / 40000
7. Maximum data rate: 19219 / 64850
Terranova667
Pro
Posts: 1,362
Thanks: 94
Fixes: 3
Registered: ‎19-02-2014

Re: New fibre extra connection- low speed 40/10

looks very much like you have been put on the 40/10 Fibre Unlimited package not fibre Extra one for Plusnet to sort out. 

Highlighted
Aroberts90
Hooked
Posts: 8
Registered: ‎24-10-2018

Re: New fibre extra connection- low speed 40/10

I totally agree, but they're fobbing me off with the old "wait 10 days" ... not a great start. Already considering going back to Sky.

Terranova667
Pro
Posts: 1,362
Thanks: 94
Fixes: 3
Registered: ‎19-02-2014

Re: New fibre extra connection- low speed 40/10

Yeah the 10 day thing doesn't exist for fibre, hopefully one of the staff like @Gandalf will see this and sort it out for you. 

Community Veteran
Posts: 1,939
Thanks: 392
Fixes: 44
Registered: ‎13-08-2015

Re: New fibre extra connection- low speed 40/10

Just beware you are already beyond your 14 day free option to cancel so they will charge you the cancelation fee.

Hopefully one of the helpful; staff members will see your post and get the situation resolved. 

@Gandalf are you there?

 

Aroberts90
Hooked
Posts: 8
Registered: ‎24-10-2018

Re: New fibre extra connection- low speed 40/10

Now on day 3 without the speeds I'm paying for. Connection still at 40/10.
Plusnet Help Team
Plusnet Help Team
Posts: 15,650
Thanks: 4,845
Fixes: 807
Registered: ‎21-04-2017

Re: New fibre extra connection- low speed 40/10

Sorry to hear you're having speed issues.

Unfortunately your service was incorrectly provisioned, so I've placed an order to modify it to 80/20 which should complete tomorrow. Can you let us know how your speeds look then?

Apologies for the inconvenience this has caused.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Aroberts90
Hooked
Posts: 8
Registered: ‎24-10-2018

Re: New fibre extra connection- low speed 40/10

Thanks so much for looking at this! I figured this was the problem but felt like I was bashing my head against a brick wall trying to explain it to the online chat person.

I'll report back tomorrow Smiley
Plusnet Help Team
Plusnet Help Team
Posts: 15,650
Thanks: 4,845
Fixes: 807
Registered: ‎21-04-2017

Re: New fibre extra connection- low speed 40/10

No problems and sorry for the experience you've had.

Keep us posted.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team