Slow download, Fast upload

[#1]

Had fibre since the 12th of September and have rarely received the promised download speed. It has been frequently below 8Mbps on a wired connection. Meanwhile my upload speed has remained fine at 9Mbps. There is clearly something very wrong.

DSL Line Status:

Downstream: 39.99Mbps

Upstream: 9.995Mbps

Current Speed:

Download: 3.94Mbps

Upload: 9.15Mbps

What would cause this massive drop in speed? Any help would be greatly appreciated. Thanks!

[#2]

Hi,

Have you tried running this http://speedtest.btwholesale.com/

Click 'Yes' then press begin test.  Then press then 'further diagnostic' button, enter telephone number and run test.

Look to see what your IP Profile is set to.

Dave

[#3]

Thanks Dave,

Ran the speed test and the IP Profile is 38.71Mbps

Upstream rate IP Profile is 10Mbps

[#4]

Hopefully a PlusNet tech will look at this and be able to help you out.

Dave

[#5]

Welcome to our community forums @Squishy85.

I'm sorry to hear you're experiencing speed issues. I've made sure this is in hand with our suppliers for further investigation as testing the connection is flagging up a potential issue.

Our faults team should be able to provide an update via the ticket on your account once our suppliers have responded with more information.

Apologies for any inconvenience this is causing. Thank you for your patience.

[#6]

It has been nearly a week and my ticket still reads "Awaiting support team answer". Any idea how long this is supposed to take? My internet is still slow. It's almost definitely a congestion issue as it slows right down every evening.

[#7 · Accepted solution]

Sorry to hear you haven't heard anything.

We've chased this up for you and we'll update the open fault on your account shortly

[#8]

Thanks! My problem is fixed now.

[#9]

Glad to hear that!

Let us know if you need any further assistance.