Unlimited Fibre speed has dropped to 12.95 Mbs

[#1]

Hi,

What download speed should I expect from Unlimited Fibre in SS& 5TE?

My speed was quite acceptable until last week when it dropped to 12.95 Mbs.

Can a PlusNet technician look into this please.

Regards

Gary

[#2]

Oops!  SS7 5TE

[#3]

I should get upto 76 Mbps with U/L Fibre
BT Wholesale Broadband Performance Test

Broadband Speed Test Results

Download Speed (Mbps): 15.60

Upload Speed (Mbps) : 2.83

Ping Latency (ms): 15

[#4]

Hi Gary, 

76mbps is the maxium the fibre service can offer, the speeds within that depend on your line. You should have had an email from us from around the time of upgrading to fibre with speed estimates. You can find those out again though by entering your details at https://www.dslchecker.bt.com/ 

I've tested your line and results reflect the speeds you've mentioned but don't show an obvious cause for the issue so can you give the checks shown here a try next please? https://goo.gl/Rnae7N

Do let us know how you get on. 

[#5]

Hi Adam,

All checks pass OK.  I have rebooted the PC and router several times over the past few days.  Not only is the connection noticeably slower, but accessing websites and performing TLS handshakes takes quite a few seconds (upto 15 secs each time).  Therwith the DSL results.  Which product refers to me?

Featured Products	Downstream Line Rate(Mbps)		Upstream Line Rate(Mbps)		Downstream Handback Threshold(Mbps)	WBC FTTC Availability Date	WBC SOGEA Availability Date	Left in Jumper
	High	Low	High	Low
VDSL Range A (Clean)	58.8	40	14.3	8.8	35	Available	Available	--
VDSL Range B (Impacted)	56.7	35	14.1	8	28.8	Available	Available	--
Featured Products	Downstream Line Rate(Mbps)		Upstream Line Rate(Mbps)		Downstream Range(Mbps)	WBC FTTP Availability Date
FTTP on Demand	330		30		--	Available	--	--
ADSL Products	Downstream Line Rate(Mbps)		Upstream Line Rate(Mbps)		Downstream Range(Mbps)	Availability Date		Left in Jumper
WBC ADSL 2+	Up to 8		--		5.5 to 12.5	Available	--	--
WBC ADSL 2+ Annex M	Up to 8		Up to 1		5.5 to 12.5	Available	--	--
ADSL Max	Up to 5.5		--		4.5 to 8	Available	--	--
WBC Fixed Rate	2		--		--	Available	--	--
Fixed Rate	2		--		--	Available	--	--
Observed Speeds	VDSL
Max Observed Downstream Speed (Mbps)	19.99
Max Upstream Observed Speed (Mbps)	6.87
Observed Date	2019-03-27
Other Offerings						Availability Date
VDSL Multicast	--		--		--	Available	--	--
ADSL Multicast	--		--		--	Available	--	--
Premise environment	Status
Bridge Tap	N
VRI	N
NTEFaceplate	N
Last Test Date	21-03-2019

The router is fixed to the following DNS.  How can I change it to a faster DNS?  Is the DNS fixed to PlusNet so our usage can be minitored?

Regards

Gary

Primary DNS:	212.159.6.10
Secondary DNS:	212.159.6.9

[#6]

Thanks Gary, it's the VDSL speeds (i.e the top two) that relate to your line. 

The best thing to do next would be to raise a fault with us at http://faults.plus.net can you drop us a reply back here when you have please?

[#7]

Hi Adam,

I tried to report the fault, but the fault line has a fault!

Error

Sorry, we are not able to complete this request at the moment, please try again later.

[#8]

Not to worry, it's opened a ticket on your account so I've been able to raise the fault to our suppliers. We'll update you as soon as we can. 

[#9]

The router is fixed to the following DNS.  How can I change it to a faster DNS?  Is the DNS fixed to PlusNet

212.159.6.10
212.159.6.9

If you're using a residential router, then this can't be changed on the router, but you can change it on your device - google if you're not sure

If your router is a business router, then it can be changed on the router.

[#10]

Hi Adam,

Please can you make thye status of this problem - Urgent.

My Internet connection is virtually unusable.  It can take a minute just to do a TLS handshake!

Regards

Gary

[#11]

Thanks DS.  I have now changed my IPv4 DNS settings.

[#12]

Glad to hear it Gary

(I do find Quad 9's to be pretty good 9.9.9.9 - though I have reverted to PN allocated DNS for some testing)

[#13]

Hi @GaryWilliams,

I'm really sorry to hear that you're experiencing these issues with your speeds. I've updated the fault ticket on your account regarding this issue, which can be viewed here.

Please let us know once you get the chance to read and respond to the ticket so that we can pick this back up for further review as soon as possible.