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Not getting the minimum speed that is guaranteed

nakoruru
Dabbler
Posts: 16
Thanks: 1
Fixes: 1
Registered: ‎10-05-2019

Not getting the minimum speed that is guaranteed

Upgraded to fibre extra 2 weeks ago:

  • Product: Unlimited Fibre Extra
  • Estimated Download Range: 64 - 72Mbps
  • Estimated Upload Range: 17 - 18Mbps
  • Minimum Guaranteed Speed: 59.6Mbps
  • Current Line Speed (Download): 40.4Mbps

I am only getting between 33-40Mbps, which was what I had before I upgraded from unlimited fibre. My computer is connected directly to the main socket with a cable. I should be getting at least 59Mbps as advertised. Please look into this for me.

3 REPLIES 3
adam945
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 2,319
Fixes: 113
Registered: ‎01-12-2020

Re: Not getting the minimum speed that is guaranteed

Thanks a lot for reaching out @nakoruru

I'm really sorry ro hear that you've been experiencing poor Broadband speeds. Tests on the line are showing that this is being caused by an underlying issue on the phone network, also known as a Battery Contact. I've raised this matter with our suppliers and we're hoping to have it resolved by 29/09/2021.

I#ve created an open fault Ticket for our Tech Support Team to monitor, you can both view and comment on it for direct communication with them here.

 

 Adam
 Plusnet Help Team - Leeds
nakoruru
Dabbler
Posts: 16
Thanks: 1
Fixes: 1
Registered: ‎10-05-2019

Re: Not getting the minimum speed that is guaranteed

thanks for the quick reply. Will let you know how this goes.

LaurenB
Plusnet Help Team
Plusnet Help Team
Posts: 2,503
Thanks: 499
Fixes: 125
Registered: ‎07-12-2017

Re: Not getting the minimum speed that is guaranteed

No worries @nakoruru, please just get back to us should you have any further queries in the meantime.

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