Poor Fibre speeds / After been told Line was capable of max line speeds

[#1]

Hi Guys Alphakk1/Omegak I recently moved house at previous address no issues and speed was good and got better. I ordered Fibre extra April 13 after being told my line at the new address would be between 69-80mbs. Internet went live on the 1st of May and I've been waiting for the line speeds to kick in and all I get is 10-12mb down stream and 1.5-3mb upstream.

Current line speed according to member centre is 40mb but tests from speedtest net prove otherwise.I posted info on my question to staff which has not been answered since 1 May ticket #172421481 Speed test results http://www.speedtest.net/result/7273487065 http://www.speedtest.net/result/7273492892 http://www.speedtest.net/result/7273497471 http://www.speedtest.net/result/7273502352 BTWholesale diagnostic test shows 7.19mb down stream and best down stream to be between 6.25 and 8.93mbs. It also states my IP profile is 8.93mb.

So my question is how did Plusnet quote me so wrong, I can't get fibre/fibre extra speeds, I entered a new contract based on what I was told of 69/80mb speeds and I can't even get 38mb. I'm hoping there was a mistake/mixup on my profile for broadband instead of fibre and this problem can be remedied.

[#2]

Speeds that you should get can be worked out by putting your phone number in the DSL Checker post the results, but make sure you hide your phone number.

Then post the results of the Help Desk page on your router.

Do you have a filtered master socket? Are you plugged in to that or an extension - which can greatly reduce your speeds.

Have you tried connecting to the hidden test socket in the master socket?

HTH - just need a few more bits of info which will help you get the best speeds.

PS - how is your phone line - dial 17070 option 2 - is the line quiet? First thing to check.

[#3]

What estimates do you get from here: http://www.dslchecker.bt.com/adsl/adslchecker.welcome

Edit: Mustrum beat me to it!

[#4]

First of all the fact that you're getting over 3Mbps upstream shows that you're on fibre,   ADSL can't upload that fasr.

Next, how are you measuring speed? Is the router plugged into the Master socket using the lead supplied with no extension cables and are you using an Ethernet cable between the router and the computer on which you are doing your speed test? If so you need to remove the front part of the BT Master socket. Behind that you will find the Test Socket. Plug a filter in there, connect to your router and with no telephone connected repeat the speed test. If it's still slow you need to contact Plusnet.

If you are testing with wireless then it could be a wifi problem. aauming that you have a Plusnet Hub One then the first thing to do is separate the 2.4 and 5GHz bands then try each in turn. See https://community.plus.net/t5/My-Router/Making-5-GHz-have-separate-SSID-with-the-Hub-One/m-p/1349587....

If that fails to improve the speed then go back into the router advanced settings/wireless and try a different channel.

At the end of the day you really need to complete speed testing using the wired connection option before your complaint is recognised as being a fault by Plusnet

[#5]

Sorry to hear you're having issues.

Our tests are showing a external fault on the line so we'll get that raised for you shortly.

[#6]

Thanks for the feedback everyone, Plusnet replied back there is a external fault on the line. Engineer came out today while I was at work will do the other tests, dsl checker info check the attachment

I'm using Technicolor TG582n router

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