Unlimited Fibre Extra - only 12 Mbps

[#1]

Hello everyone.

So - I have this problem - recently I upgraded my broadband to Unlimited Fibre Extra (est. speed: 56 - 76 Mbps). The problem is - I get just 12 Mbps (13 Mbps tops). I already contacted Plus.net multiple times. They sent me an email with this:

Thanks for your patience, I have completed testing on your line and the results from our end show the connection is working within acceptable limits. The profile speed for your sync speed is correct but we cannot test the speed from your end.

I'm really confused right now. I've tried connecting a desktop PC, laptop and two smartphones. Nothing gets past 12 Mbps. I've tried re-configuring router as well - changing channels manually, resetting settings, tweaking them. Switched from 2.4 GHz to 5 GHz. Nothing.

Any suggestions?

Cheers,

Richard V.

P. S. Speedtest.net results:

[#2]

What does it show your speeds should be if you enter your telephone number in the DSL Checker

[#3]

Thanks for replying.
This?:

[#4]

What's your speed test results using this?

It would appear from your first post that you're using a Plusnet Hub One, therefore what results are shown on 6 and 7 on this page?

Are all the devices connecting to the router via WiFi?

If so, can you connect one via Ethernet and repeat the top speed test.

[#5]

Thank you for your reply.

6-10:

6. Data rate:	443 / 15092
7. Maximum data rate:	1092 / 15544
8. Noise margin:	25.0 / 4.6
9. Line attenuation:	15.3 / 32.2
10. Signal attenuation:	15.5 / 30.5

Speedtest:

Sadly, I can't connect directly to router using Ethernet cable (my PC's is ~10m (33ft) away and I don't have Ethernet cable that long).

About 7-8 months ago I had Unlimited Fibre Extra in my previous address. I was using WiFi there on 4-5 devices and everything was perfect. That's why I don't understand what can be wrong here...

Cheers,

Rihards Varna

[#6]

It looks like your profile has not been changed in response to the the upgrade. You can check this here

You will need your Member Centre login and password

[#7]

Hmmm... I think it has changed (the title says "High-speed Broadband").

[#8]

It looks like you are well below the fault threshold from those figures. Normal approach in this case would be to raise a fault, but to do that you would need to run a speedtest using a wired connection. However, you would probably get a quicker resolution if a member of PN staff picked up on this thread. @Anoush has helped me in the past and frequents the forum regularly, hopefully he will pick this up.

Incidentally, the term 'High Speed Broadband' refers to both ADSL and fibre in this instance.

[#9]

Thanks for the response.

Well, at this point it seems that I've tried everything (besides connecting PC to the router using cable). This postcode got Fibre connection only about a month ago. Can that be the problem?

[#10]

The fact that the fibre has only recently become available is unlikely to affect the sync speed to the extent you are seeing. My money is on the problem being that PN have failed to re-provision you correctly. It seems to happen too frequently from both personal experience and other threads I have seen.

[#11]

@asek94

On the Hub One troubleshooting page (which you used earlier to get the various data speeds from), what does it say for 

23. Modulation: G.993.2 Annex B

If it contains "G.992." then you have not yet been upgraded to FTTC. If it says "G.993." then you have a fault as 993 modulation is FTTC but 992 is ADSL.

[#12]

Well, I'm in the middle:

24. Modulation:

G.992.5 Annex A

What does it mean?

Thanks everybody for your time and help.

[#13]

@asek94

You have not yet been upgraded to FTTC. Phone or Chat with Plusnet and get them to tell you when the line will be upgraded.

[#14]

That's a relief (I guess?).
You guys are amazing, thanks to all of you.

[#15]

If you wish to bookmark this page http://www.kitz.co.uk/adsl/linestats_explanation.htm it includes what the meaning of the G.99x codes are.