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Slow fibre speed

FIXED
kwaeunice
Hooked
Posts: 8
Fixes: 1
Registered: ‎23-05-2018

Slow fibre speed

I was activated yesterday as a new customer and I'm getting a slow speed of 6.7mbps on a promised speed of 34mbps.

I have checked the dslchecker website and it seems my exchange is ok.

What could be the cause. I've tried all the suggestions I've found on old posts

Thanks

13 REPLIES
kwaeunice
Hooked
Posts: 8
Fixes: 1
Registered: ‎23-05-2018

Re: Slow fibre speed

Screen Shot 2018-05-23 at 17.06.01.png

Test results

Community Veteran
Posts: 1,639
Thanks: 296
Fixes: 35
Registered: ‎13-08-2015

Re: Slow fibre speed

They are not test results, they just show what your line should be capable of.

Are you able to show the results of the help desk tab, making sure you obscure your username and other sensitive information.

Are you plugged into the master socket?

kwaeunice
Hooked
Posts: 8
Fixes: 1
Registered: ‎23-05-2018

Re: Slow fibre speed

Yes, plugged into master socket

Help desk tab?

Community Veteran
Posts: 1,639
Thanks: 296
Fixes: 35
Registered: ‎13-08-2015

Re: Slow fibre speed

Follow the guide in the Help Section log into the router, go to advanced - troubleshooting Help Desk Tab.

kwaeunice
Hooked
Posts: 8
Fixes: 1
Registered: ‎23-05-2018

Re: Slow fibre speed

Screen Shot 2018-05-23 at 18.12.51.png

Community Veteran
Posts: 1,639
Thanks: 296
Fixes: 35
Registered: ‎13-08-2015

Re: Slow fibre speed

Well it looks like your router is getting the full speed, so it would appear that its the way you are testing speeds that is the problem. What are you using?

Is it possible to test from a directly connected wired device?

 

kwaeunice
Hooked
Posts: 8
Fixes: 1
Registered: ‎23-05-2018

Re: Slow fibre speed

I'm using speedtest and plusnet's own speed test.

I am not wired as currently on a MacBook Air but surely would that make a difference? I was on sky and getting 8mbps while paying for 10mbps! This is nowhere close to that

Community Veteran
Posts: 1,639
Thanks: 296
Fixes: 35
Registered: ‎13-08-2015

Re: Slow fibre speed

Alas yes that could make a massive difference.

The PN routers come with dual band WiFi - 2.4 and 5Ghz bands, alas Apple devices do not always respond so well on dual band routers. 

If you can log into the router, add a 5 to the 5Ghz SSID, and make sure you untick the sync with 5Gz on the 2.4Ghz channels - have a search on here for similar issues if this is not enough details, it will help sort out you problems.

kwaeunice
Hooked
Posts: 8
Fixes: 1
Registered: ‎23-05-2018

Re: Slow fibre speed

Did that already..

Community Veteran
Posts: 1,639
Thanks: 296
Fixes: 35
Registered: ‎13-08-2015

Re: Slow fibre speed

So, either your devices are not able to get the higher speeds that your router is reporting - or there is congestion on your connection. Alas without a wired connection test, I am not sure I  can't help any further.

 

 

 

kwaeunice
Hooked
Posts: 8
Fixes: 1
Registered: ‎23-05-2018

Re: Slow fibre speed

Will get my work laptop in tomorrow and test.

Thank you

Plusnet Help Team
Plusnet Help Team
Posts: 10,104
Thanks: 3,195
Fixes: 508
Registered: ‎21-04-2017

Re: Slow fibre speed

Hi there.

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

From what I can see whilst your line is testing at a speed of 40mbps there's no active connection on our servers so to be honest you shouldn't see a speed at all on your side.

I think the cause of the issue is that your router wasn't configured to your account before it left the warehouse so it's not fully setup automatically. Can you try the steps below and let us know how you get on?


1. Open an internet browser and type http://192.168.1.254 into the address bar
2. Press the 'Enter' or 'Return' key
3. Click on 'Advanced Settings'
4. Enter the admin password, which is on the back of the router
5. Click on 'OK'
6. Click on 'Continue to Advanced Settings'
7. Click on 'Broadband'
8. Click on 'Disconnect' if necessary
9. Enter your broadband username, which is in the format of yourusername@plusdsl.net
10. Enter your broadband password, which is your account password
11. Click on 'Connect'

 

[edit]

I believe I've fixed this and you now have a connection.

Can you let us know how your speed looks now?

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
kwaeunice
Hooked
Posts: 8
Fixes: 1
Registered: ‎23-05-2018

Re: Slow fibre speed

Fix

Yes, I had lost my connection for an hour. Seems to be back now.

As for the speed, it now seems like you have sorted it out for me.

Thank you!

 Screen Shot 2018-05-24 at 16.02.38.png