Poor speed again.
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- Re: Poor speed again.
Poor speed again.
08-10-2019 12:08 PM
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When will Plus-net permanently fix my speed issues?
1. Downstream Test: -provides background information.
Download Speed | |
28.85 Mbps |
0 Mbps | 44.33 Mbps Max Achievable Speed |
Download speedachieved during the test was - 28.85 Mbps For your connection, the acceptable range of speedsis 40 Mbps-44.33 Mbps . Additional Information: IP Profile for your line is - 44.33 Mbps |
2. Upstream Test: -provides background information.
Upload Speed | |
7.17 Mbps |
0 Mbps | 20 Mbps Max Achievable Speed |
Upload speed achieved during the test was - 7.17 Mbps Additional Information: Upstream Rate IP profile on your line is - 20 Mbps |
This test was not conclusive and further testing is required.This might be useful for your Broadband Service Provider to investigate the fault.
Please close the window using 'Exit' button and contact your ISP for further assistance with these results.
Re: Poor speed again.
08-10-2019 12:13 PM
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Why was I sold Fibre Extra when I don't receive the basic speed of the basic tariff. Really not happy!
Re: Poor speed again.
08-10-2019 3:21 PM
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Hi @feet
Thanks for getting back in touch.
I wasn't part of the decision that you made when you upgraded online, but I would assume you were offered Fibre Extra because your line is capable of speeds up to 54mb/s (as per http://dslchecker.bt.com). At the point where you upgraded, an estimate for your line will have been provided alongside the minimum guaranteed speeds (31.8mb/s) which you would need to have accepted in order to proceed with the upgrade order (or, you would have been asked to proceed on the basis that an estimate/MGAL couldn't be provided)
I've just tested your line and you're currently in sync at 48.5mb/s which is well within the estimates that we provided for you here.
Could you please perform a speed test via a wired device and let us know the outcome?
If the speed test you've provided was undertaken on a wired device, could you please connect your router to the test socket as shown here and retest?
If the speed still doesn't improve on that basis, please raise a fault here and we'll ask our suppliers to investigate this on your behalf.
Best wishes
Dave
Re: Poor speed again.
08-10-2019 3:57 PM
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Tested at main socket, as was earlier test.
1. Downstream Test: -provides background information.
Download Speed | |
14.34 Mbps |
0 Mbps | 20 Mbps Max Achievable Speed |
Download speedachieved during the test was - 14.34 Mbps Additional Information: IP Profile for your line is - 20 Mbps |
2. Upstream Test: -provides background information.
Upload Speed | |
9.22 Mbps |
0 Mbps | 20 Mbps Max Achievable Speed |
Upload speed achieved during the test was - 9.22Mbps Additional Information: Upstream Rate IP profile on your line is - 20 Mbps |
We were unable to identify any performance problem with your service at this time.
It is possible that any problem you are currently, or had previously experienced may have been caused by traffic congestion on the Internet or by the server you were accessing responding slowly.
If you continue to encounter a problem with a specific server, please contact the administrator of that server in the first instance.
Re: Poor speed again.
08-10-2019 8:39 PM
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Re: Poor speed again.
03-12-2019 11:13 AM
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Still not getting broadband extra speeds! WHY WAS I SOLD EXTRA? Think I'll have to contact the Communications Ombudsman as this has been going on for months. Really hacked off with Plusnet.
Re: Poor speed again.
03-12-2019 1:21 PM - edited 03-12-2019 1:29 PM
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Hello @feet,
The Ombudsmen will not be able to provide ADR as there is no open complaint nor fault, I really would like to investigate this for you- please raise that fault and we can go from there to try & get this fault resolved for you.
Thanks.
Re: Poor speed again.
03-12-2019 1:27 PM
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Hi
Line speed in previous test was rated at 44mb, now rated 30mb (sewe below).
Re: Poor speed again.
03-12-2019 1:28 PM
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Why do I have to continually have to raise faults when it is the same problem from months ago?
Re: Poor speed again.
03-12-2019 1:41 PM
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Hello @feet,
Once a fault has been closed it can not be re-opened - which is why we make sure the issued is resolved before we do so. The last reported fault was in May, it's safe to assume the issue may be something completely different, therefore, we need to go down our troubleshooting steps & raising a new fault. Once it has been raised we can then investigate it with the help of our suppliers & reach a resolution.
I can completely understand from your perspective this seems like a tedious and arduous task that you've already been through, but as I mentioned we're unable to re-open your previous fault as this closed some time ago.
Please give us a nudge once this has been done and we can get this back on track for you.
Thanks.
Re: Poor speed again.
03-12-2019 2:02 PM
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Fault raised.
Re: Poor speed again.
03-12-2019 4:13 PM
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Re: Poor speed again.
03-12-2019 4:23 PM
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Any afternoon this week.
Re: Poor speed again.
03-12-2019 4:46 PM
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Thanks for coming back to me @feet, I have booked in your appointment and updated the ticket with the details.
Please let us know how it goes.
Re: Poor speed again.
05-12-2019 3:49 PM
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Engineer suggests a hub change.
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