Unlimited Fibre Extra speed 32mbs only
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Unlimited Fibre Extra speed 32mbs only
18-10-2019 9:01 PM
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I am a new customer to plusnet at 7 days ago, my Unlimited Fibre Extra Download speed is 32mbs only and not Minimum Guaranteed Speed: 46.3Mbps. Please help!
Re: Unlimited Fibre Extra speed 32mbs only
19-10-2019 7:16 PM
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Hi @littlebee,
I'm sorry to hear that you're experiencing issues with your connection. I've raised a ticket on your account with a further response, which can be viewed here.
Re: Unlimited Fibre Extra speed 32mbs only
23-10-2019 8:17 AM
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Hi Alex
Thanks for your reply!
My Unlimited Fibre Extra speed still is around 28-32mbs only, still NO change!
Modify Order Ref: 4-813544688636
Please help!
Re: Unlimited Fibre Extra speed 32mbs only
23-10-2019 12:37 PM
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The modify order's completed but the profile seems stuck still on 40/10 within BT Wholesale's systems so we've sent it off to be reset and will update you once it's been updated - it might take 24 - 48 hours for them to rectify that.
Re: Unlimited Fibre Extra speed 32mbs only
25-10-2019 10:52 AM
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Hi, received a email said my download speed is Current line speed: 78Mb, but I checked in this morning the download speed is go down to 10mb only.
Re: Unlimited Fibre Extra speed 32mbs only
25-10-2019 1:27 PM
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Thanks for getting back to us @littlebee
I'm sorry to see your speeds are still slow. I'd firstly recommend ignoring the email you've received about your speeds being 78mbps. It looks like the profile on your account hadn't automatically updated to reflect the current line speed.
Our tests are showing your line speed at around 38mbps which are below where we'd expect and there are also a large amount of errors on the line which would be contributing to the even slower speeds you're seeing.
I've reported a fault to our suppliers and they're investigating although it may be likely we'd need to arrange an engineer visit to investigate further so I think it's worth trying the troubleshooting steps Here connecting your router into the master/test telephone socket if you've not already.
We'll let you know when we've got an update from our suppliers which would likely be next week due to the weekend.
Re: Unlimited Fibre Extra speed 32mbs only
28-10-2019 3:31 PM
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Hi @littlebee,
I've updated the ticket on the account. If you can take a look and reply with some availability for an engineer we'll get that all arranged for you.
Re: Unlimited Fibre Extra speed 32mbs only
31-10-2019 1:37 PM
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BT engineer came this morning and he said the phone line is fixed, my broadband speed is 55mbs.
I checked 2 different wedsite and I don't think so. My broadband speed still no increasing, it is still is around 27-32mbs only.
Please advice! thanks
Re: Unlimited Fibre Extra speed 32mbs only
31-10-2019 5:59 PM
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Hi @littlebee,
I'm sorry to see that you're still experiencing poor speeds. I've attempted to test your line from here but, unfortunately, it's bringing up an error message at the moment. Just to confirm, where these tests done over a wired connection?
Re: Unlimited Fibre Extra speed 32mbs only
31-10-2019 6:29 PM
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Yes, It is!
2 Speed test result from my main desktop and it is tested over a wired connection(not wifi).
Re: Unlimited Fibre Extra speed 32mbs only
01-11-2019 10:51 AM
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Thanks for getting back to us @littlebee
Our tests are showing your router getting a sync speed of 53mbps which firstly is still below the expectations of your line at between 56mbps to 76mbps, and aren't showing any causes of you only getting around 30mbps.
I've made a change to a profile on your account although I don't expect this to actually do anything due to the way your service routes across our network. Hopefully you'll see improved speeds after about 5 minutes, although either way I think we'd better arrange another engineer to get the sync speed looked at again.
Could you reply to your ticket 195408816 with further availability posting back once you've done so?
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