Re: New Customer and getting slow speeds
Hi @karl777
I'm sorry to hear you've had a bad experience with an engineer visit. I've firstly checked the faults we've raised and I can see the only engineer we arranged was in February who fixed an external fault. Was this what you're referring to?
I've also tested your line and as per the test results I've attached below, I can see your router is getting a download speed of 40mbps and an upload speed of 10mbps, with no drops in your broadband connection over the last 7 days.
As per the supplier availability checker Here, the estimated speed range for your line is between 40mbps and 56.9mbps, though you are currently getting the maximum you can get for your package Unlimited Fibre, based on the 40/10 product.
I've taken the liberty to look into your router's settings and I can see you have a mix of devices connected to your router using an ethernet cable and over WiFi. Can you advise which devices you're having issues on?
Also having read through your other posts you've made here this morning, I understand you're wanting to add bank details to your account, you can do this yourself by setting up a direct debit instruction from Here. If you can't see a change payment method option, using your web browser settings, try zooming out.
I hope this helps.
Test results
| GEA Test Detail | |||
| Circuit ID | NA | Service ID | BBEU36538556 |
| Test Outcome | Pass | ||||
| Test Outcome Code | GTC_FTTC_SERVICE_0000 | ||||
| Description | GEA service test completed and no fault found . | ||||
| Main Fault Location | OK | ||||
| Sync Status | In Sync | ||||
| Downstream Speed | 40.0 Mbps | ||||
| Upstream Speed | 10.0 Mbps | ||||
| Appointment Required | N | ||||
| Fault Report Advised | N | ||||
| NTE Power Status | PowerOn | ||||
| Voice Line Test Result | Pass | ||||
| Radio Frequency Ingress | Not Detected | ||||
| Repetitive Electrical Impulse Noise | Not Detected | ||||
| Cross Talk | Not Detected | ||||
| Estimated Line Length In Metres | 735.4 | ||||
| Upstream Rate Assessment | Very Good | ||||
| Downstream Rate Assessment | Very Good | ||||
| Interference Pattern | Not Detected | ||||
| Service Impact | No Impact Observed | ||||
| Home Wiring Problem | Not Detected | ||||
| Downstream Policing Discard Rate | 0.0 | ||||
| Customer Traffic Level | Upstream and Downstream traffic detected | ||||
| Technology | VDSL | ||||
| Current 15Min Bin Retrains | 0 | ||||
| Last 15Min Bin Retrains | 0 | ||||
| DP Type | External | ||||
| Profile Name | 0.128M-40M Downstream 3dB, Retransmission Low - 0.128M-10M Upstream, Error Protection Off | ||||
| Time Stamp | 2021-07-22T09:30:00 | ||||
| Parameters | MIN | MAX | AVG |
| Down Stream Line Rate | 39.9 Mbps | 39.9 Mbps | 39.9 Mbps |
| Up Stream Line Rate | 9.9 Mbps | 9.9 Mbps | 9.9 Mbps |
| Up Time | 2.0 Sec | 900.0 Sec | 889.7 Sec |
| Retrains | 0.0 | 0.0 | 0.0 |
| Current and Last 15 Minute Bin Performance | ||
| Parameters | Last Traffic Count(Upto 15 mins) | Current Traffic Count(Upto 15 mins) |
| Start Time Stamp | 2021-08-04T07:48:28Z | 2021-08-04T08:03:28Z |
| Ingress Code Violation | 3 | 0 |
| Egress Code Violation | 0 | 0 |
| Errored Seconds | 0 | 0 |
| Severely Errored Seconds | 0 | 0 |
| Unavailable Seconds | 0 | 0 |
Connection logs
@karl777 wrote:
Nope, he said we have been lied too and ripped off by plusnet as we are NOT receiving the speed we are paying for. He also added this seems to be a common problem with plusnet!!!!!!!
From the information provided by Gandalf it appears you're getting exactly what you're paying for. 
@karl777 wrote:
Just wish we could get outta this blasted contract so we can get a better service as we have been treated like [Removed] by this company, all of our sons recommend we move to Virgin as it's a lot cheaper, faster broadband and the most important part - better customer service.
Perhaps you shudda done your research before signing up then!