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Slow speed at new address

Dabbler
Posts: 10
Registered: ‎09-03-2016

Slow speed at new address

I changed address last week and Unlimited Fibre Extra was activated Tues 1st Sept.
Since then my download speed has been around 40Mbps and upload speed around 8Mbps.
My Plusnet account says my 'guaranteed minimum speed' is 60Mbps and my 'current line speed (download)' is 44Mbps.

My router says i'm sync'd at 45649 kbps down and 45649 kbps up.

A speed test just now at https://speedtest.btwholesale.com/details reports a download speed of 42.25Mbps and upload speed of 9.73Mbps.
The additional diagnostics reports:

Download Test
Download speed achieved during the test was 42.25 Mbps
For your connection, the acceptable range of speeds is 40 - 44.19 Mbps
IP Profile for your line is 44.19 Mbps

Upload Test
Upload speed achieved during the test was 9.73 Mbps
IP Profile for your line is 20 Mbps

Is there any reason why i'm not getting the full 'Unlimited Fibre Extra' speeds?

Thanks.

6 REPLIES 6
Moderator
Moderator
Posts: 24,588
Thanks: 4,423
Fixes: 1,130
Registered: ‎11-01-2008

Re: Slow speed at new address

What does https://www.broadbandchecker.btwholesale.com/#/ADSL say for your acceptable speeds?
Customer / Moderator
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If it fixed it click 'This fixed my problem'
Dabbler
Posts: 10
Registered: ‎09-03-2016

Re: Slow speed at new address

https://www.broadbandchecker.btwholesale.com/#/ADSL reports:

                                          Download         Upload
                                          High    Low        High    Low
VDSL Range A (Clean)      80       61.4       20       19
VDSL Range B (Impacted) 80       56          20       17

Max Observed Downstream Speed    60
Max Observed Upstream Speed        16.96
Observed Date                    2020-06-20

(Which is odd as the property was empty and no broadband was connected on 20th June 2020!)

Moderator
Moderator
Posts: 24,588
Thanks: 4,423
Fixes: 1,130
Registered: ‎11-01-2008

Re: Slow speed at new address

it might be worth checking you're on the correct product - it almost looks like you're on Fibre and not Fibre Extra
Customer / Moderator
If it helped click the thumb
If it fixed it click 'This fixed my problem'
Dabbler
Posts: 10
Registered: ‎09-03-2016

Re: Slow speed at new address

It certainly looks as if my line is configured for Unlimited Fibre instead of Unlimited Fibre Extra but my Plusnet account page shows:

Your broadband service

  • Product: Unlimited Fibre Extra
  • Estimated Download Range: Not available
  • Estimated Upload Range: Not available
  • Minimum Guaranteed Speed: 60Mbps
  • Current Line Speed (Download): 44Mbps

 

Moderator
Moderator
Posts: 24,588
Thanks: 4,423
Fixes: 1,130
Registered: ‎11-01-2008

Re: Slow speed at new address

I'd raise a fault at https://faults.plus.net then
Customer / Moderator
If it helped click the thumb
If it fixed it click 'This fixed my problem'
Dabbler
Posts: 10
Registered: ‎09-03-2016

Re: Slow speed at new address

I've now raised a ticket with https://faults.plus.net/, let's hope they can get my issue fixed asap.