Slow line speed - 1/3 minimum guaranteed speed
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- Re: Slow line speed - 1/3 minimum guaranteed speed
Slow line speed - 1/3 minimum guaranteed speed
29-06-2018 10:07 PM - edited 30-06-2018 10:03 AM
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My minimum guaranteed line speed is 27Mbps.
The highest we’ve seen is around 7Mbps.
I have screenshots of Speedtest from my phone and we have also checked wired connections from a PC and via WiFi on a MacBook Pro.
We’ve switched from Talktalk and while it’s marginally better, it’s less than 1/3 of the speed we should be getting as a guaranteed minimum.
Moderator's note by Adie (Dvorak) removed phone number from exchange check
Re: Slow line speed - 1/3 minimum guaranteed speed
30-06-2018 7:14 AM
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Moved to fibre from broadband
If it helped click the thumb
If it fixed it click 'This fixed my problem'
Re: Slow line speed - 1/3 minimum guaranteed speed
30-06-2018 10:31 AM
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Run though the checks at https://www.plus.net/help/broadband/connection-troubleshooting/ and report a fault at https://www.plus.net/apps/kbdfaults It takes a bit of your time but costs you nothing, and makes Plusnet aware of your issue, they have to look at it, and gets the issue into the queue for action.
Re: Slow line speed - 1/3 minimum guaranteed speed
01-07-2018 11:06 AM
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I've run some line tests for you and found a potential fault or two. The fault is coming up on the PSTN (phone) side of network so I've logged it with Openreach. If you're still seeing issues by Wednesday and haven't heard from our faults team let us know and we can chase this up for you
Re: Slow line speed - 1/3 minimum guaranteed speed
01-07-2018 8:46 PM
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Thanks for looking into this for me - could you elaborate and tell me what the potential faults might be?
Will look out for any improvements by Wednesday or any further contact from faults team.
Thanks again
Re: Slow line speed - 1/3 minimum guaranteed speed
02-07-2018 2:20 PM
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Hi there.
It was showing on the Openreach system that there was a disconnection at some point in the network. This has been raised to Openreach and they will be able to fix this for you externally. Let us know if you haven't had an update by Wednesday or if the fault is still occurring on the line and we can chase this up for you.
Re: Slow line speed - 1/3 minimum guaranteed speed
03-07-2018 12:26 AM - edited 03-07-2018 12:33 AM
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Hi, thanks for all your help so far! I had a call from Openreach today - and they said that they "fixed it". The speed is definitely better, now 15.2Mbps we're still not hitting our guaranteed minimum 25.6Mbps (apologies I said 27 earlier - 25.6 is the figure I have on my account page) - please advise on next steps. The package I'm on is for 30-40Mbps.
Re: Slow line speed - 1/3 minimum guaranteed speed
03-07-2018 2:22 PM
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Hi there.
I have taken a look, and we can see speeds of 36Mbps from our side. Can you confirm that the test you have ran was a wired test? We are, however, still seeing a potential issue on the broadband side. I have raised this back to Openreach for you. We expect a response once again within 48 hours. Hopefully the latest tweaks should have made it more stable for you as we are seeing an improvement on our side, but it doesn't quite look fully fixed.
You can see an update on your ticket here. If you haven't heard anything back from us by Thursday morning, drop a message back on here and we will chase it up for you.
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- Re: Slow line speed - 1/3 minimum guaranteed speed