New fibre extra connection- low speed 40/10

[#1]

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!

[#2]

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. 

[#3]

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. 

[#4]

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.

[#5]

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

[#6]

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

[#7]

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.

[#8]

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. 

[#9]

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?

[#10]

Now on day 3 without the speeds I'm paying for. Connection still at 40/10.

[#11]

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.

[#12]

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

[#13]

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

Keep us posted.