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Only getting half speed on an upto 36mbps Unlimited Fibre connection

FIXED
cszombie
Dabbler
Posts: 12
Registered: 09-04-2017

Only getting half speed on an upto 36mbps Unlimited Fibre connection

Hi,

 

I've just switched but i'm seeing only half the speed i'm supposed to get, i know there's 10 days for things to settle down but i'm sure it should already be faster than this?

 

Here's what i'm getting...

 

Estimated line speed:40Mb (This may vary between 30.8Mb and 40Mb) - Checked on 2017-03-23 13:34:57Current line speed:18.7 Mb

 

..is anybody able to assist with a solution please?

4 REPLIES
Community Veteran
Posts: 4,978
Thanks: 1,153
Fixes: 28
Registered: 16-10-2014

Re: Only getting half speed on an upto 36mbps Unlimited Fibre connection

If you've just switch over to fibre then I suspect that your profile is needing to be reset from ADSL speeds can you do a speed test using this then select the 'Further Diagnostics" option at the bottom of the results page. This will tell you your profile when complete and make the results available to Plusnet.

Plusnet Staff
Plusnet Staff
Posts: 2,123
Thanks: 362
Fixes: 115
Registered: 22-08-2015

Re: Only getting half speed on an upto 36mbps Unlimited Fibre connection

Fix

Hi @cszombie I am sorry to hear you are having speed problems. I've tested your line and I've identified a possible external fault. I've raised this with our faults team and our suppliers now. We expect an update within the next 72 hours.

I've joined the Plusnet Help Team as of May 2017. As such, I have a new forum account. Please direct any queries to @Gandalf. Thanks

 Anoush Mortazavi
 Plusnet Support
cszombie
Dabbler
Posts: 12
Registered: 09-04-2017

Re: Only getting half speed on an upto 36mbps Unlimited Fibre connection

Hi,

 

Thank you, an engineer has been from BT Openreach today, replaced master socket faceplate and line outside property, getting speeds now of 31mb download, live chat customer support also changed profile on the line, i think it must have been still on adsl speeds as mook suggested, happy! Thanks again Smiley

Plusnet Staff
Plusnet Staff
Posts: 2,123
Thanks: 362
Fixes: 115
Registered: 22-08-2015

Re: Only getting half speed on an upto 36mbps Unlimited Fibre connection

Fantastic news, thanks for getting back to us. That was fast, the engineer went out about an hour after I raised it.

Happy to hear your speeds are up. Smiley

I've joined the Plusnet Help Team as of May 2017. As such, I have a new forum account. Please direct any queries to @Gandalf. Thanks

 Anoush Mortazavi
 Plusnet Support