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Unlimited Fibre Extra only getting 30Mb down and 8Mb up

gezpage
Hooked
Posts: 5
Registered: 29-10-2017

Unlimited Fibre Extra only getting 30Mb down and 8Mb up

 

I've been on Unlimited Fibre Extra since moving house almost 2 years ago, but the speeds have never been anywhere near what I was lead to believe. When the BT engineers came to configure the connection they told me I was right next to the exchange (or something like that), and that I should get a pretty decent connection.

 

 

It's been pretty consistent at around 30Mb down and 8Mb up, but those are probably the best speeds, but they are often worse than that

.

I'm now wondering if I downgrade to a cheaper package would I get the same speeds or would they then be even worse! 

 

Any ideas what I can try or how downgrading might affect me?

 

 

Thanks in advance.

 

12 REPLIES
Browni
Aspiring Hero
Posts: 2,174
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Registered: 02-03-2016

Re: Unlimited Fibre Extra only getting 30Mb down and 8Mb up

Distance to the exchange is pretty much irrelevant with FTTC, the main factor is how close you are to the cabinet.

Pop your number into http://dslchecker.bt.com/ and it will show the estimated speeds for your connection.

I must have been really bad in a previous life as this was my 3rd ISP in a row that used lithium.
Now you're stuck with me because my new ISP doesn't run a forum Cheesy
gezpage
Hooked
Posts: 5
Registered: 29-10-2017

Re: Unlimited Fibre Extra only getting 30Mb down and 8Mb up

Thanks for the reply Browni.

 

Now I think of it the engineer probably did say the cabinet was very close (not the exchange). But it was almost 2 years ago in the chaos of a house move so my memory is fuzzy Smiley

 

Have attached a screenshot of the results from dslchecker. Looking at the VDSL Range A (Clean) row (is this the correct bit?) it looks like my down speed is below the range (35.7 to 49.2 - mine is 30), but up speed is within the estimate (6.7 to 9.1 - mine is Cool.

 

Could this indicate loss of signal quality in the wiring in my house perhaps?

Community Veteran
Posts: 26,678
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Registered: 10-04-2007

Re: Unlimited Fibre Extra only getting 30Mb down and 8Mb up

Is the 30Mb down and 8Mb up the sync speeds reported by the router or the results of a speed test? If it is the speed test result is that using a wired or wireless connection to the router?

jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
gezpage
Hooked
Posts: 5
Registered: 29-10-2017

Re: Unlimited Fibre Extra only getting 30Mb down and 8Mb up

It's from a speed test, tried plusnet speed test and speedtest.net which both come out about the same. This is from a pc with a wired connection.

It's been pretty consistent when I've tested it over the last couple of years. I notice steam games max download speed is 3.8Mb/s, and has never exceeded that.
Plusnet Help Team
Plusnet Help Team
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Registered: 21-04-2017

Re: Unlimited Fibre Extra only getting 30Mb down and 8Mb up

Hi there.

From testing your line, your router's in sync at:

Sync Status In Sync
Downstream Speed 33.5 Mbps
Upstream Speed 8.7 Mbps

 

So it's possible the loss of speed could be due to the house wiring. If you plug your router into the test socket as explained here that should rule out any internal wiring.

 

Failing that, best to report the fault to us at http://faults.plus.net

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Community Veteran
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Re: Unlimited Fibre Extra only getting 30Mb down and 8Mb up

@gezpage

How many phone sockets do you have? If more than one do you have anything plugged in to any of the other sockets?

jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
gezpage
Hooked
Posts: 5
Registered: 29-10-2017

Re: Unlimited Fibre Extra only getting 30Mb down and 8Mb up

Well, the plot thickens! I've connected the BT box to the test socket using a microfilter (have tried 2 different microfilters) but it fails to connect at all. 

 

For what it's worth I have nothing else connected to the line, no home phone, just the BT box connected to the master socket.

 

There are 2 other phone sockets in the house, which I haven't tried, since I decided the master socket should be the best one to use.

 

Thanks for your help guys, I'll go ahead and open a fault ticket.

 

Cheers!

Plusnet Help Team
Plusnet Help Team
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Registered: 21-04-2017

Re: Unlimited Fibre Extra only getting 30Mb down and 8Mb up

Well, the plot thickens! I've connected the BT box to the test socket using a microfilter (have tried 2 different microfilters) but it fails to connect at all. 

In that case it's possible the test socket isn't wired up.

 

Thanks for your help guys, I'll go ahead and open a fault ticket.

Let us know when you've done that and I'll take a look.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
gezpage
Hooked
Posts: 5
Registered: 29-10-2017

Re: Unlimited Fibre Extra only getting 30Mb down and 8Mb up

Have gone through the troubleshooting process and sent all the details. Didn't get a ticket reference or anything though.

 

Thanks!

Plusnet Help Team
Plusnet Help Team
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Re: Unlimited Fibre Extra only getting 30Mb down and 8Mb up

You should be able to view the ticket from here: https://portal.plus.net/wizard/?p=search

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Community Veteran
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Re: Unlimited Fibre Extra only getting 30Mb down and 8Mb up

The test socket not working either suggests that the master socket isn't wired up properly, or if you've got an Openreach MK1/2/3 filtered faceplate on top of the master socket, then you need to also remove that filtered faceplate to get to the test socket.

Plusnet Help Team
Plusnet Help Team
Posts: 7,179
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Registered: 21-04-2017

Re: Unlimited Fibre Extra only getting 30Mb down and 8Mb up

It looks like you've got an engineer booked for tomorrow afternoon.

Can you let us know how it goes? Smiley

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team