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New to Unlimited Fibre/FTTC

JumboJumbo
Newbie
Posts: 4
Registered: 11-10-2017

New to Unlimited Fibre/FTTC

Plusnet Unlimited Fibre went live on 9/10/17.

 

Original speed estimate from Plusnet:

We estimate your broadband speed should be between 38Mbps and 40Mbps and your
minimum guaranteed access line speed is 34Mbps.

 

Actual speed currently 24mbps down/2mbps up. IP profile is 25.25/2.0. Please advise.

6 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 8,919
Thanks: 2,801
Fixes: 441
Registered: 21-04-2017

Re: New to Unlimited Fibre/FTTC

Hi there.

 

For the package you're on, your upstream would be capped at 2mbps as that Unlimited Fibre is based on the BT wholesale product of 40/2. However your downstream line speed is much slower than expected.

 

Our tests are showing a loop on the line, which is basically a short circuit and it'd potentially require an engineer appointment to your property to further investigate.

 

Before we arrange that, please can you run through the troubleshooting here including plugging your router into the test socket as explained here?

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
JumboJumbo
Newbie
Posts: 4
Registered: 11-10-2017

Re: New to Unlimited Fibre/FTTC

Many thanks for your prompt response.

2 mbps upstream duly noted.

Troubleshooting checked out fine.

Router plugged in to Test Socket with the following (Mbps) results:

Ookla:     35.9   36.2    32.4

BT Wholesale:   35.82     37.00    IP Profile  20 - 38.26

Hope that proves useful.

Regards

Nick Thomas

 

JumboJumbo
Newbie
Posts: 4
Registered: 11-10-2017

Re: New to Unlimited Fibre/FTTC

Re: Question #159636619

 

As of around Noon yesterday I have no Internet connection at all. My router (BT HH 6) shows steady orange light using both extension and Test sockets. I have swapped out the router for another (BT HH5) with the same result. Is this the result of possible line tests/investigations regarding slow connection speeds. Please advise soonest.

 

Plusnet Help Team
Plusnet Help Team
Posts: 5,618
Thanks: 531
Fixes: 204
Registered: 01-01-2012

Re: New to Unlimited Fibre/FTTC

Our tests aren't showing any obvious cause for this.

Have you configured the HomeHub 5 with your details?

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
JumboJumbo
Newbie
Posts: 4
Registered: 11-10-2017

Re: New to Unlimited Fibre/FTTC

Matthew,

The HH5 is on loan; I've now done a full factory reset and have been able to reset the configuration. Am now online.

Many thanks for the nudge in the right direction.

Downloads still running at only circa 20 Mbps.

Nick

Plusnet Help Team
Plusnet Help Team
Posts: 8,919
Thanks: 2,801
Fixes: 441
Registered: 21-04-2017

Re: New to Unlimited Fibre/FTTC

Hi Nick,

Is your router still in the test socket?

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