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Paying for 38Mbps Fibre and getting ADSL speeds!

ITGeek23
Newbie
Posts: 2
Registered: 18-04-2015

Paying for 38Mbps Fibre and getting ADSL speeds!

For some reason over the past few weeks my broadband has creeped from getting around 4mb/s on Steam to 1.8mb/s!! I have done a speed test on BTW performance test and I am only getting 15mbps! Sorry, but if I wanted ADSL speed I would've stuck with that instead of upgrading to fibre! I can also see that the profile set  on my account is 17mbps instead of 38mbps... Could someone from Plusnet please tell me why this is? Just to make sure it wasn't the appalling router which was provided with my installation that was causing the issue. I bought a Netgear N7000 and still having the same results!
5 REPLIES
Community Veteran
Posts: 26,718
Thanks: 930
Fixes: 10
Registered: 10-04-2007

Re: Paying for 38Mbps Fibre and getting ADSL speeds!

What was your original speed estimate?
Are you using a BT supplied modem if so is it a Huawei or an ECI?
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
ITGeek23
Newbie
Posts: 2
Registered: 18-04-2015

Re: Paying for 38Mbps Fibre and getting ADSL speeds!

When the engineer came out to install the broadband he tested the line and said I should be able to get 40mbps. The modem which I am using is the BT openreach one which was provided.
Mantaray
Grafter
Posts: 46
Thanks: 2
Registered: 20-09-2013

Re: Paying for 38Mbps Fibre and getting ADSL speeds!

Hi
you may want to read this thread http://community.plus.net/forum/index.php/topic,138605.0.html and check what make of modem you received from BT ie ECI or Huawei, it will tell you on the bottom.
You could also check if there is noise on your telephone line which will impact your speed.
I would also suggest raising a fault ticket.
Community Veteran
Posts: 26,718
Thanks: 930
Fixes: 10
Registered: 10-04-2007

Re: Paying for 38Mbps Fibre and getting ADSL speeds!

What does the label on the underside of the modem say? It will look like one of these:
Huawei:

ECI:
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
Plusnet Help Team
Plusnet Help Team
Posts: 5,614
Thanks: 530
Fixes: 203
Registered: 01-01-2012

Re: Paying for 38Mbps Fibre and getting ADSL speeds!

I can see you've spoke with our support team regarding this and we've raised a fault to investigate further.
As soon as we have a update we'll let you know.
If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team