Slow fibre speed
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Slow fibre speed
08-08-2021 7:19 PM
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Re: Slow fibre speed
08-08-2021 7:42 PM
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Welcome to the Forum @markbeaumont16
Am I reading this right that you are a new customer? And you are using the PlusNet router, probably a Hub One?
There seems to have been a series of problems recently for new customers. Try this:
- Log in to the hub by putting 192.168.1.254 in the address field of your web browser and use the password on the card attached to the router
- On the broadband page (you may need to look through the pages to find it, depending on which hub you have) you should find the username. If it’s setup@pludsls.net then it hasn’t configured itself
- Remove the DSL cable
- Change the username to your account username in the form <username>@plusdsl.net>
- Enter your account password.
- Plug the DSL cable back in.
- If it doesn’t try to connect select Connect (again you may need to look through he pages to find it)
(with thanks to @Baldrick1 )
If that doesn’t work.contact Plusnet
Re: Slow fibre speed
08-08-2021 9:44 PM
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Not just you. My speed should be 20-23 according to the engineer when I upgraded to fibre. It's usually 12-16 which is acceptable. Tonight I started off a zoom call and found it was 1.09mb downloadspeed. Rebooted the router and got 3.4mb. This is NOT acceptable. Finished zoom call and checked again, still 3.4mb. Rebooted router again, still the same. Oh and the upload speed is greater than the download speed. What's going on?
Paul
Re: Slow fibre speed
08-08-2021 9:46 PM
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By the way, I'm not a new customer - started with plusnet years ago
Re: Slow fibre speed
09-08-2021 11:59 AM
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Hi @markbeaumont16,
I'm sorry to hear that you're experiencing issues with the service. I've tested the line this morning and I can see that you're currently receiving a downstream sync rate of 28.7Mbps, which is around the rate we'd expect. When you're testing the line, are you connecting to the router via Wi-Fi or Ethernet cable?
Hi @paulrr1949,
I'm sorry to hear that you're also experiencing issues with the service. In the future I would ask that you please open a new thread to report these issues rather than commenting on an existing one as this can lead to confusion when we pick these cases up for review. Regarding your speeds, I can see it's currently reaching the router at a rate of 18Mbps download, which sounds in line with the speeds you'd usually receive. Have you made any changes to the setup with or around the router lately, which may have perhaps triggered this?
Re: Slow fibre speed
09-08-2021 12:06 PM
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Re: Slow fibre speed
09-08-2021 2:33 PM
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Hi @paulrr1949,
I'm sorry to hear that you're also experiencing issues with the service. In the future I would ask that you please open a new thread to report these issues rather than commenting on an existing one as this can lead to confusion when we pick these cases up for review. Regarding your speeds, I can see it's currently reaching the router at a rate of 18Mbps download, which sounds in line with the speeds you'd usually receive. Have you made any changes to the setup with or around the router lately, which may have perhaps triggered this?
Apologies for hijacking the thread.
When I turned the PC on today I did another speed check - still about 3 mps. I repeated the test with the same result. I then rebooted the router - for the fourth time - and am pleased to say I am now getting 16 mps.
I have made no changes to the router at all - I don't think I have accessed the router's web page this year - so I don't know what caused it. Anyway it seems to now be working at roughly the speed I would expect.
Paul
Re: Slow fibre speed
09-08-2021 6:00 PM
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Hi @markbeaumont16, thanks for getting back to us and confirming the connection type where you're seeing these speed issues occur. It's fair to assume then that given the speeds and performance we're seeing reach the router that the speed issues you're seeing look to be caused by wireless or wireless interference. By all means this can be checked by running a wired speed test with no other devices or applications using the connection at the time (as not to skew the speed test results) and seeing how this compares up to the wireless speeds and the 28.7Mbps download we're seeing reach the router this side.
If you're looking to better improve the wireless performance you're getting then I'd recommend following my guide below on how best to optimise the wireless settings to suit your property and surrounding area.
The guide below will show you how to log into the router and change the wireless channel as it's usually another router in the area on the same or similar channel that will be causing issues for both wireless frequencies. Before picking a channel I'd suggest downloading a free app on the android store called wifi analyzer (blue and white icon) which will scan your area for all the routers and show what channels they are on between 1-13. Although the above app isn't essential it helps you pick where your router would be best in terms of channels and saves a lot of time doing it via trial and error.
1) To connect to your Hub One, you will need to open a browser and go to 192.168.1.254 If you have any issues doing this via Wireless, we recommend trying to do it via Ethernet cable instead.
2) You should come to a page with information about your connection, click 'Advanced Settings' at the top and it will ask you to sign in with a Password. This is located on the back of your router under 'Admin Password'
3) Select the option for 'Wireless' followed by '5 GHz Wireless'. What we want to do to begin with is turn 'Sync with 2.4 GHz Wireless' to 'Off' and update the SSID to be different. The easiest way would be to add '-5G' to the end so it is identified as its own connection. Once this is changed, we will need to keep an eye on it for a day or 2 to see if the issue continues. If it does, the next step would be to change the wireless channel. Keeping in mind the original 2.4Ghz unchanged name network connection would be the best to connect your devices to for a stronger signal.
(When deciding which device goes on what frequency keep in mind that the 5GHz is designed for close range stationary devices and standard 2.4GHz the one which gets the wireless around your property further.)
4) Following the above guide to get to your 'Advanced Settings' page, you will need to change the settings within the 2.4 GHz Wireless tab and the 5 GHz Wireless tab.
5) Under the correct heading, you will need to find 'Channel Selection' on the list and change this from 'Automatic' to any one of the other channels, This can also need doing under '5 GHz Wireless' to cover both signals. Give it 3-4 hours of testing to see if the issue still persists and try to change the channel again if you see little or no improvement.
Let us know how it goes.
Re: Slow fibre speed
09-08-2021 6:02 PM
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Hi @paulr1949, thanks for getting back to us and it's great to hear the speeds now look to be back where you'd expect them to be. I can't really advise what was causing the speed issues you were seeing but I'd recommend keeping an eye on the connection and should you see similar problems return then please do get back to us and we'll happily investigate further with you.
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