Not getting the speeds I'm paying for

[#1]

I purchased a Plusnet Fibre Unlimited Extra plan some time ago and I've realised that I'm just not getting the download speeds that I should be. My download is currently at around 18Mb/s wireless on a good day and goes down to 12Mb/s more often than not and around 20-25Mb/s wired. Should I downgrade to the standard Fibre Unlimited package? Because I seem to be paying extra for nothing.

[#2]

Hi @LindaC123,

I'm sorry to hear that you're experiencing poor speeds.

I've tested your line, however the test hasn't picked up any problems from here and indicates that your line is currently syncing at 72.9mbps, which is within the line's estimates of 67-80mbps:

GEA Test Detail
Circuit ID	NA	Service ID	BBEUXXXXXXXX

Test Outcome	Pass
Test Outcome Code	GTC_FTTC_SERVICE_0000
Description	GEA service test completed and no fault found .
Main Fault Location	OK
Sync Status	In Sync
Downstream Speed	72.9 Mbps
Upstream Speed	20.0 Mbps
Appointment Required	N
Fault Report Advised	N
NTE Power Status	PowerOn
Voice Line Test Result	Pass
Bridge Tap	Not Detected
Repetitive Electrical Impulse Noise	Not Detected
Estimated Line Length In Metres	296.1
Upstream Rate Assessment	Very Good
Downstream Rate Assessment	Very Good
Interference Pattern	Regular Interference Observed Daily
Service Impact	Retrains Observed
Interference Duration Longest Occurrence	From 01:45 to 02:00
Interference Location	Other
Interference Observed In Days	5
Home Wiring Problem	Not Detected
Downstream Policing Discard Rate	0.0
Customer Traffic Level	Upstream and Downstream Traffic Detected
Technology	VDSL
Profile Name	0.128M-80M Downstream 3dB, Retransmission High - 0.128M-20M Upstream, Retransmission Low
Time Stamp	2019-02-02T16:45:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	75.0 Mbps	76.7 Mbps	75.8 Mbps
Up Stream Line Rate	19.9 Mbps	20.0 Mbps	20.0 Mbps
Up Time	514.0 Sec	900.0 Sec	899.1 Sec
Retrains	0.0	2.0	0.0

Current and Last 15 Minute Bin Performance
Parameters	Last Traffic Count(Upto 15 mins)	Current Traffic Count(Upto 15 mins)
Start Time Stamp	2019-02-15T16:10:14Z	2019-02-15T16:25:14Z
Ingress Code Violation	0	0
Egress Code Violation	3	12
Errored Seconds	1	2
Severely Errored Seconds	0	0
Unavailable Seconds	0	0

As you've mentioned that both wireless and wired connections are affected by this, we'll need to do some troubleshooting checks to try and narrow down the cause of this.

I'd recommend starting with basic checks here. If these checks don't resolve the problem, the next step would be to connect your router directly to the test socket, which is under the faceplate of your master socket and seeing if the drops stop. This rules out internal wiring, face plates and extension sockets as being the cause. Please see the following guide here for instructions on how to connect to the test socket.

[#3]

Hi Emily,

Thank you for the thorough reply. I got in touch with the live chat team last night and was advised to reset my router to factory default settings and this fixed my issue for that evening but now again today I'm having speed issues on both wired and wireless. I have had my router in the test socket for quite some time since I had some issues in the past that required that and I've done the basic checks with no luck. Is there anything else I can try?

[#4]

If you reset your router again does the speed recover? If so it could be a firmware problem requiring Plusnet to push through an update.

[#5]

No it doesn't I tried that earlier today.

[#6]

Hi @LindaC123,

I'm sorry to hear that the issue persists.

After retesting the line, your sync speed has increased to 73.7Mbps. However, as your connection is getting 20 - 25Mbps throughput (speed you see when running a speed test) could you please run a speed test via the Ethernet cable then click further diagnostics which will request your land-line telephone number. Once these diagnostics have been run it sends the result to our server. Alternatively, run a speed test here and attach the results to this ticket.

Let us know when you have completed this so we can look towards raising the issue with our suppliers.

Thank you.