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Slow broadband

Posts: 4
Registered: ‎30-12-2018

Slow broadband

Hi I have the fibre extra service but the speed I get is 35-40 at the most which is well under on the DSL checker.i have the router connected by wire and also tried speed test in the service plug.could it be something with my line.
Posts: 4
Registered: ‎11-02-2019

Re: Slow broadband

Hi, I also have the fibre extra service and find that fairly regularly I have to reboot the router to get a half decent speed. I mostly use WIFI and have devices on both 2.4 and 5 Ghz. The speed seems to deteriorate over the day and by the following morning I am down to 1Mbs with lots of latency when I do a speed test. By rebooting the router it snaps back to a more acceptable performance although I have rarely seen anything above your speed. It is very frustrating to be sure!

Posts: 3,803
Thanks: 1,686
Fixes: 105
Registered: ‎30-06-2016

Re: Slow broadband


Keeping opening a new topic relating to the same issue is counter productive.

In this post you say your speed should be between 37 and 47 Mbps. This seems very marginal with respect to paying for fibre extra. Have you considered downgrading to the 40/10 service?

Plusnet Help Team
Plusnet Help Team
Posts: 1,631
Thanks: 272
Fixes: 56
Registered: ‎26-03-2018

Re: Slow broadband

Hi @craigszxtt 


I'm sorry to hear you're experiencing speed problems.


Our tests are detecting your circuit is on a hot VLAN. This basically means that the part of our suppliers network your connection is routed through at the exchange is congested and having capacity issues.


I've discussed this with our suppliers and they've informed me that they are migrating you to a cooler VLAN - we expect an update within the next 48 hours on this. 


I have raised a ticket to your account as well containing information and test results.


Kind Regards, 



If this post resolved your issue please click the 'This fixed my problem' button
 Plusnet Help Team
Posts: 4
Registered: ‎30-12-2018

Re: Slow broadband

Thanks for your help this there any update yet.
Plusnet Help Team
Plusnet Help Team
Posts: 1,651
Thanks: 297
Fixes: 95
Registered: ‎26-03-2018

Re: Slow broadband

Hi @craigszxtt,


I'm sorry that our faults team haven't been in touch with an update yet. I've checked and our suppliers have moved you onto a cool (uncongested) VLAN on the 13th of February.


Your connection is looking better from here, with just one drop since you were moved onto the cool VLAN.



Testing your line isn't picking up any issues at the moment and the line is currently syncing at 46.7mbps, which is within the estimates.


GEA Test Detail
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 46.7 Mbps
Upstream Speed 11.5 Mbps
Appointment Required N
Fault Report Advised N
NTE Power Status PowerOn
Voice Line Test Result Pass
Bridge Tap Not Detected
Radio Frequency Ingress Not Detected
Repetitive Electrical Impulse Noise Not Detected
Cross Talk Not Detected
Estimated Line Length In Metres 854.8
Upstream Rate Assessment Very Good
Downstream Rate Assessment Very Good
Interference Pattern Regular Interference Observed Daily
Service Impact Retrains Observed
Interference Duration Longest Occurrence From 05:00 to 05:15
Interference Location Unknown
Home Wiring Problem Not Detected
Downstream Policing Discard Rate 0.0
Customer Traffic Level Upstream and Downstream Traffic Detected
Technology VDSL
Profile Name 0.128M-80M Downstream 4dB, Retransmission High - 0.128M-20M Upstream, Retransmission Low
Time Stamp 2019-02-02T11:15:00
Parameters MIN MAX AVG
Down Stream Line Rate 43.7 Mbps 50.1 Mbps 47.6 Mbps
Up Stream Line Rate 10.7 Mbps 11.5 Mbps 10.9 Mbps
Up Time 693.0 Sec 900.0 Sec 898.9 Sec
Retrains 0.0 4.0 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 2019-02-15T10:42:48Z 2019-02-15T10:57:48Z
Ingress Code Violation 0 0
Egress Code Violation 0 0
Errored Seconds 0 0
Severely Errored Seconds 0 0
Unavailable Seconds 0 0


Please let us know if you're still experiencing any connection problems on your side.

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