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Unlimited Fibre slow download speed

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Newbie
Posts: 4
Registered: ‎06-02-2020

Unlimited Fibre slow download speed

Hoping someone can help!

I've been with plusnet since moving into my home in September last year and never had any issues with streaming. I'm a regular gamer and having just upgraded to my first PC I was excited. However when it comes to actually downloading games I'm struggling to get anything more than 4.5mbs? This is also pretty similar to my Playstation download speeds as well.

 

I've run tests on on BT Wholesale and it states the following:

Download Speed (Mbps): 32.84

Upload Speed (Mbps): 0.00

Latency (ms): 14

 

This is with me using an Ethernet Cat 6 cable (supposedly meant to boost the speed?)

 

Any ideas/help would be greatly appreciated!

 

 

 

 

8 REPLIES 8
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Plusnet Help Team
Plusnet Help Team
Posts: 748
Thanks: 83
Fixes: 29
Registered: ‎06-08-2018

Re: Unlimited Fibre slow download speed

Hi @asaracino,

 

Thanks for getting in touch.


I'm really sorry to hear you're having broadband speed issues, I appreciate how frustrating this can be.

 

I've run a speed diagnostic test on the line via Openreach systems and this shows you are connecting at the maximum speed for your browser of 40.0 Mbps downstream and 10.0 Mbps upstream. Openreach have not diagnosed any fault.

 

As you are connecting via Ethernet please can you connect to the test socket as thus and run your speed test again.

 

If the problem persists, you can raise a fault here or come back to us for further advice.

 

Thanks - LF

If this post resolved your issue please click the 'This fixed my problem' button
  Tahir M
 Plusnet Help Team
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Grafter
Posts: 38
Thanks: 1
Registered: ‎18-11-2019

Re: Unlimited Fibre slow download speed

I too have a speed problem and I have been trying to get it sorted for many weeks but still the same super slow for what I am paying for. I notice with PlusNet every second post is about speed issues and slow connection speeds. Wish I had read tis forum and I would have stayed away from them....

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Newbie
Posts: 4
Registered: ‎06-02-2020

Re: Unlimited Fibre slow download speed

Hi @LordFoul 

 

Not sure what you mean when suggesting to connect to the master socket. If I take the removable plate off I'm left with a slot for just a phone line - so where am I meant to put the ethernet cable?

 

Also I have just run another speed test on the website PlusNet recommends and as you will see in the below results the download speed is even slower than before!
Currently trying to download a game on Steam and I'm lucky to even get 1MBPS!

HELP Sad

 

 

Download Speed (Mbps): 19.51

Upload Speed (Mbps) : 5.92

Ping Latency (ms): 16

d

 

W

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Rising Star
Posts: 106
Thanks: 13
Fixes: 2
Registered: ‎07-09-2015

Re: Unlimited Fibre slow download speed

You'll need to use one of the dangly filters that are supplied with router - plug that into the socket behind the faceplate and then plug the router into that.

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Plusnet Help Team
Plusnet Help Team
Posts: 833
Thanks: 146
Fixes: 42
Registered: ‎24-04-2017

Re: Unlimited Fibre slow download speed

Hi @Andy2020, thanks for getting in touch and I'm sorry to hear you're having speed issues as of recent. I can appreciate your concern with the amount of speed and connection issue posts on this forum however, as this is another of our our support channels where customers get in touch when something isn't working as expected then dissatisfaction is expected somewhat. Paired with that, customers will very rarely get in touch on a support platform when everything is working as expected.

I've looked into your connection from this side and although I can see currently your router is in sync at an expected 79.9Mbps there looks to be a banding caused from your profile which would explain why you're only seeing speeds up to 65Mbps on your side. Not to worry however as I've corrected this for you now and if you turn the router off and back on this should reflect your side also.

I did notice when checking your connection that there are a few periods where the connection has been dropping a fair bit followed by a long disconnection shown by the graph below:

image15821358732834


I'd recommend then, as we aren't picking up anything this side which would explain the drops to go through some troubleshoot steps below and to see if the issues persist.

I'd recommend starting with basic checks here: http://goo.gl/p2tpvL

And if that doesn't help the next thing would be to rule your internal wiring out by plugging the connection into your test socket which is under the faceplate of your master socket and seeing if the drops stop. This rules out internal wiring, face plates and extension sockets as being the cause. How to locate the test socket and set your connection into it can be found here:
https://community.plus.net/t5/Library/Testing-From-The-Master-Socket/ba-p/1322242

If the problem still persists from here we will go down the route of raising a fault. Let us know how it goes.
 

 Ben Devine
 Plusnet Help Team
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Newbie
Posts: 4
Registered: ‎06-02-2020

Re: Unlimited Fibre slow download speed

Tried testing in the mains and this hasn’t resolved it. I’ve called customer services technical team and they’ve advised to go through each of the channels of the WiFi starting with 1,6 and 11 as they are meant to be the quickest?

Same speed results for me. Lucky to be downloading a game over 4mbps when my guaranteed minimum download speed is 30mbps.

I’ve also noticed problems when FaceTiming, it cuts out the WiFi on my phone and automatically uses 3G where the signal is pants. Then as soon as I end the call it connects back to WiFi.

Any tips?!
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Plusnet Help Team
Plusnet Help Team
Posts: 833
Thanks: 146
Fixes: 42
Registered: ‎24-04-2017

Re: Unlimited Fibre slow download speed

Hi @asaracino, thanks for getting back to us.
 

As @Caerefail has pointed out you'd need the ADSL filter that arrived with the router in order to set your broadband up in the test socket. Looking over your connection however, as we are seeing the full 40Mbps download and 10Mbps upload already getting to the router then the test socket check wouldn't change anything speed wise and isn't needed.
 
A few things come to mind when looking over your connection if you're reporting speed issues.

Is the PC and console connected via wireless? If this is the case then it could explain the loss of speed over this connection type and wireless interference may be at play in/around your property. If that's the case then we'll happily provide steps on how best to optimise the wireless settings to suit your property which should help moving forwards.

When devices/applications are using your connection, is this when you are running speed checks to test the speeds? When we ask customers to test the speeds we ask on a wired connection with no other devices or applications as not to give false readings only testing some of the unused bandwidth.

The other thing that comes to mind is that both steam (I'm presuming this is where you've witnessed the lower speeds) and the playstation report speeds in MB/s as opposed to Mbps. This could explain why you are seeing what looks like slow speeds when in fact the connection is performing as expected.

I hope this helps narrow down the speed issues you're having and if not then please can you run a wired speed test whilst no other devices/applications are using the connection so we can investigate further.

 Ben Devine
 Plusnet Help Team
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Newbie
Posts: 4
Registered: ‎06-02-2020

Re: Unlimited Fibre slow download speed

Hi,

Thanks for replying so quickly. As you can see in the first post and all other posts containing download speeds I have only ever run a speed test using a wired Ethernet connection on my laptop.

I’m now on a night shift so I’m unable to complete another speed test yet however tomorrow I can test again. I’ll do this at several times throughout the day and see if anything changes.

And thanks for explaining about Mbs / mbps - that makes a lot more sense now. Although I’d still rather it didn’t mean me having to leave my laptop on overnight to download a game when I have fibre Sad

On a separate note I have noticed a couple of streets away they are laying fibre cables to properties - is there anywhere I can check to see when my street will have cables fitted?