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Poor download speed - East Yorkshire

FIXED
richald
Dabbler
Posts: 18
Thanks: 3
Fixes: 1
Registered: ‎05-07-2015

Poor download speed - East Yorkshire

I signed up for Unlimited Fibre Extra a month or two ago.

I was promised 60-70Mbps which is what have been getting.

today I carry out a check and find 20Mbps download.

upload is normal at around 18Mbps.

 

What is going on ????

7 REPLIES 7
TheMightyAJ
Plusnet Help Team
Plusnet Help Team
Posts: 1,251
Thanks: 142
Fixes: 57
Registered: ‎26-03-2018

Re: Poor download speed - East Yorkshire

Hi @richald,

I'm sorry to hear that you're experiencing slow speeds. I've tested the line today and I can see that the speeds going into the property are running at 73.9Mbps down and 20Mbps up. When you're testing the connection, are you doing this over a Wi-Fi connected device or via an Ethernet cable connected device? I can also see that you started going through our Broadband Troubleshooter, did this result in any improvement to the speeds you're receiving?

If this post resolved your issue please click the 'This fixed my problem' button
 Alex H
 Plusnet Help Team
richald
Dabbler
Posts: 18
Thanks: 3
Fixes: 1
Registered: ‎05-07-2015

Re: Poor download speed - East Yorkshire

I am using a TP-Link TD-W9980 Router connected directly to my pc with an ethernet cable.

I didn't realise that I had started going through the Broadband Troubleshooter

perhaps I should complete the process.

I have been using the OKLA speedtest app and still only getting 20Mbps upload.

Could it be that the Router has failed in some way?

richald
Dabbler
Posts: 18
Thanks: 3
Fixes: 1
Registered: ‎05-07-2015

Re: Poor download speed - East Yorkshire

Info from the router, it  seems to be set OK? but I'm not sure.!!!

richald
Dabbler
Posts: 18
Thanks: 3
Fixes: 1
Registered: ‎05-07-2015

Re: Poor download speed - East Yorkshire

Speed test results: todays, and a few from the weekend.

Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 18,266
Thanks: 5,932
Fixes: 990
Registered: ‎21-04-2017

Re: Poor download speed - East Yorkshire

Fix

Hi @richald thanks for getting back to us. 

Looks like there's a stuck profile on your account capping your speeds at a max of 21mbps. 

I've fixed this now, could you reboot your router letting us know how things look after?

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
richald
Dabbler
Posts: 18
Thanks: 3
Fixes: 1
Registered: ‎05-07-2015

Re: Poor download speed - East Yorkshire

That has fixed it! but it begs the question .. .

Why was my account capped???? and for how long????

Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 18,266
Thanks: 5,932
Fixes: 990
Registered: ‎21-04-2017

Re: Poor download speed - East Yorkshire

@richald Difficult to advise and see definitively why the profile automatically dropped on your account. Hopefully it doesn't happen again. Apologies for the inconvenience this had caused.

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