Unlimited Extra Fibre, Not Getting Any Extra Speed!!

[#1]

I changed my package last night to Unlimited Extra Fibre as it's supposed to be quicker on my line.

I received an email today (20 Feb. 2019) to say change complete.

An estimated speed of 35-54 Mbps was quoted, but the actual speed will vary.

  I am receiving no where near this, it's only coming in at around 16- 19mbps, Not good enough

i checked with BT speed checker and 31mbps is achievable on my line

can PlusNet increase my Fibre speed or is 19mbps my maximum achievable on our line? 

IF this is the case I might as well return to my previous package, and save my cash, as PlusNet have certainly let me down!

Please Can PlusNet check out my line to see why the speed is so slow after upgrading to Fibre Extra? 

[#2]

If you can't achieve the maximum speed of Fibre Unlimited, then Extra will not give you any more than that.

Though, if your estimate is 35-54 and you aren't achieving a sync speed of 35 even on Fibre Unlimited then there looks like a problem somewhere that needs looking in to.

The first question is where are you getting your speeds from? If it's from speed testers, which ones and are they wired or via wifi? What is your sync speed? (if you don't know how to find it, let us know what router you are using and someone should be able to tell you how to get it.

[#3]

PlusNet Hub ONE

i got me speed from the PlusNet / BT wholesale speed checker.

yes via wi fi not cable, I will check later with my laptop on wired connection.

my hub is wired to the master socket, 

surely when I applied to PlusNet to upgrade if my line not suitable they should say.

so where are the sync speeds you talking if?

on the BT website last night their checker said my line was suitable 

[#4]

You will be able to get the sync speed from your router.  If I remember correctly (I haven't got a HubOne connected at the moment to check), go to http://192.168.1.254, then click the "Advanced" menu.  I think you need to enter your username and password which will be on the back of the router.  After that click Helpdesk.

I'm sure someone will correct me if I'm wrong.

Plusnet would allow you to upgrade if Wholesale estimate that you can get more than 40mbps. As you've already said, they are saying that you can achieve more than that. These are only estimates though and could be inaccurate as there are a lot of variables involved (hence the quite large range).

[#5]

Hi @sparkrace12, thanks for your post.

If you've already been through all of the troubleshooting, including utilising the test socket, we'd advise for you to raise a fault here.

If you can let us know when you've done so, we'll be able to progress the issue to our suppliers for their investigation.

For reference, I'm showing that your line is capable of speeds up to 51.4mbps. If you're receiving below the lower end of the estimates at 35mbps, we'd certainly be able to look into this for you.

Can you confirm whether or not you've been able to try a wired Ethernet connection as yet?

[#6]

I have checked everything in the master socket etc etc

I have my Hp laptop wired directly into my PlusNet Hub One

at 17.10hrs today I checked my download speeds and are as followed

BT Wholesale Broadband Performance test

Download 17.28 Mbps

Upload 7.03 Mbps

Ping 26

Also checked on My Broadband speed

Download 17.5Mbps

Upload 7.3 Mbps

Ping 15ms

Jitter 5ms

All these figures are from my wired connection,

AS stated previously my speeds for Unlimited Fibre have been rubbish, never reached the speeds as promised

So I decided to Upgrade to Fibre Extra, But it looks like I have wasted my cash as there is no improvement whatsoever, very disappointing, However perhaps somebody can correct this issue, ?   

[#7]

Hi @sparkrace12 

I'm sorry to see that your throughput speeds are still below the limits @OskarPapa mentioned. 

I would advise using the link in his post to raise a fault to us so we can get our suppliers on with investigating this issue. 

Let us know once you have done so. 

Thanks, 

MoR 

[#8]

I raised a ticket last through papa link

Just a note the last day I got a decent speed was 16 February 2019 @ 22.24hrs with 22.66Mbps, since then it has been well below, down to 14Mbps with unlimited Fibre
Previous to that it was around 23 September 2018.
My speeds have never reached 25Mbps


Today at 8am is 16.5Mbps download
Upload 7.7Mbps
22ms ping
That’s supposed to be on Fibre Extra?

Please investigate this, as obviously there is a fault

I did a BT wholesale performance test last night, 17.28Mbps, 7.03Mbps, all served from cabinet 23.

[#9]

I raised a ticket fault from OskarPapa link last night Wednesday 20 February 2019.

My Fibre Connections are constantly lower than 1st advised.

Obviously the Fibre Extra is presently Non- Existant,

[#10]

Another pathetic Unlimited Fibre Extra start of the day

Download 10.4 Mbps with an upload of 3.8 mbps

Quite unbelievable, I am paying for this fibre non existent speed, 

Whats the saying, PlusNet will do you Proud?!!  Sorry I do not agree

hope the team will sort this within the next 5 days

[#11]

Sorry to hear you're still having issues.

I'll get your open fault picked up and updated shortly

[#12]

Hi I replied to you Friday22 Feb via the online ticket and then received a text from PlusNet asking me for 3 time slots for  a

BT engineers visit, I replied and Texted Never received anything further from yourselves

I added various speed checks  of my PlusNet Extra fibre speeds.

Today Tuesday 26, Another report has been added, saying no fault?

I do not understand when the PlusNet Extra Fibre is stated Guaranteed Minimum speed is 31.1.

also speeds between 35-54 should be achieved

Even your test figures are just below the guaranteed figure!

BT estimates well above that speed for my line.

I have rejected that test, can your speeds not be increased more for my line, as I am now paying extra money, 

Look forward to a reply as to what the problem could be

[#13]

Hi @Sparkrace22 

I can see that, subsequent to your latest post on this thread, the fault ticket has been updated and engineer visit booked. 

Please let us know how this goes. 

Kind Regards, 

MoR

[#14]

Thank you for your input

yes within a short while of updating my online fault ticket, PlusNet staff kindly rang me and have agreed with an engineers visit

i do hope it can be sorted easily.

thanks again for your help

[#15]

My PlusNet One Hub has an old version of Firmware, August 2017, would this cause my PlusNet Fibre Extra to run slower? Just a though

have noticed my wifi on our mobiles can be slow too