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Poor speed again.

Grafter
Posts: 44
Thanks: 6
Registered: ‎17-10-2017

Poor speed again.

When will Plus-net permanently fix my speed issues?

Results Image not loaded

 

 

 



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.

30 REPLIES 30
Grafter
Posts: 44
Thanks: 6
Registered: ‎17-10-2017

Re: Poor speed again.

Why was I sold Fibre Extra when I don't receive the basic speed of the basic tariff.   Really not happy! 

Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,915
Fixes: 75
Registered: ‎11-01-2018

Re: Poor speed again.

 

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

Grafter
Posts: 44
Thanks: 6
Registered: ‎17-10-2017

Re: Poor speed again.

Tested at main socket, as was earlier test.

 

Results Image not loaded

 

 

 



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.

 

Plusnet Help Team
Plusnet Help Team
Posts: 8,087
Thanks: 965
Fixes: 392
Registered: ‎01-01-2012

Re: Poor speed again.

Thanks for getting back to us @feet

As per my colleague's advice if you can raise a fault here and post back once you've done so we can get that picked up for you

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
Grafter
Posts: 44
Thanks: 6
Registered: ‎17-10-2017

Re: Poor speed again.

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.  

Plusnet Help Team
Plusnet Help Team
Posts: 1,838
Thanks: 199
Fixes: 78
Registered: ‎06-08-2018

Re: Poor speed again.

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.

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


Grafter
Posts: 44
Thanks: 6
Registered: ‎17-10-2017

Re: Poor speed again.

Hi 

Line speed in previous test was rated at 44mb, now rated 30mb (sewe below).

 

FAQ

Results Image not loaded

 

 


1. Downstream Test:  -provides background information.

  Download Speed
  26.5 Mbps
   
0 Mbps 30.88 Mbps
Max Achievable Speed

 Download speedachieved during the test was - 26.5 Mbps
 For your connection, the acceptable range of speedsis 21.61 Mbps-30.88 Mbps .
 Additional Information:
 IP Profile for your line is - 30.88 Mbps

2. Upstream Test:  -provides background information.

  Upload Speed
  13.31 Mbps
   
0 Mbps 20 Mbps
Max Achievable Speed

Upload speed achieved during the test was - 13.31Mbps
 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.

 


Please visit the FAQ if you are unable to understand the test results.

 
 

 

Grafter
Posts: 44
Thanks: 6
Registered: ‎17-10-2017

Re: Poor speed again.

Why do I have to continually have to raise faults when it is the same problem from months ago? 

Plusnet Help Team
Plusnet Help Team
Posts: 1,838
Thanks: 199
Fixes: 78
Registered: ‎06-08-2018

Re: Poor speed again.

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.

 

 

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


Grafter
Posts: 44
Thanks: 6
Registered: ‎17-10-2017

Re: Poor speed again.

Fault raised.

Plusnet Help Team
Plusnet Help Team
Posts: 1,207
Thanks: 235
Fixes: 52
Registered: ‎22-01-2018

Re: Poor speed again.

Thanks for raising that @feet, we really appreciate it.

 

I have picked up your fault and updated the ticket here. Please get back to us when you have reviewed the ticket and updated it with your availability as we will need to send an engineer.

 

 

If this post resolved your issue please click the 'This fixed my problem' button
 SammyM
 Plusnet Help Team
Grafter
Posts: 44
Thanks: 6
Registered: ‎17-10-2017

Re: Poor speed again.

Any afternoon this week.

Plusnet Help Team
Plusnet Help Team
Posts: 1,207
Thanks: 235
Fixes: 52
Registered: ‎22-01-2018

Re: Poor speed again.

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.

 

 

If this post resolved your issue please click the 'This fixed my problem' button
 SammyM
 Plusnet Help Team
Grafter
Posts: 44
Thanks: 6
Registered: ‎17-10-2017

Re: Poor speed again.

Engineer suggests a hub change.