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Unlimited Fibre speed has dropped to 12.95 Mbs

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Grafter
Posts: 29
Thanks: 2
Registered: ‎09-08-2010

Unlimited Fibre speed has dropped to 12.95 Mbs

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

12 REPLIES 12
Highlighted
Grafter
Posts: 29
Thanks: 2
Registered: ‎09-08-2010

Re: Unlimited Fibre speed has dropped to 12.95 Mbs

Oops!  SS7 5TE

Highlighted
Grafter
Posts: 29
Thanks: 2
Registered: ‎09-08-2010

Re: Unlimited Fibre speed has dropped to 12.95 Mbs

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
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Plusnet Help Team
Plusnet Help Team
Posts: 15,142
Thanks: 444
Fixes: 124
Registered: ‎27-04-2007

Re: Unlimited Fibre speed has dropped to 12.95 Mbs

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. 

 

 

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Highlighted
Grafter
Posts: 29
Thanks: 2
Registered: ‎09-08-2010

Re: Unlimited Fibre speed has dropped to 12.95 Mbs

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
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Plusnet Help Team
Plusnet Help Team
Posts: 15,142
Thanks: 444
Fixes: 124
Registered: ‎27-04-2007

Re: Unlimited Fibre speed has dropped to 12.95 Mbs

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?

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
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Grafter
Posts: 29
Thanks: 2
Registered: ‎09-08-2010

Re: Unlimited Fibre speed has dropped to 12.95 Mbs

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.

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Plusnet Help Team
Plusnet Help Team
Posts: 15,142
Thanks: 444
Fixes: 124
Registered: ‎27-04-2007

Re: Unlimited Fibre speed has dropped to 12.95 Mbs

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. 

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
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Champion
Posts: 2,187
Thanks: 462
Fixes: 22
Registered: ‎06-01-2017

Re: Unlimited Fibre speed has dropped to 12.95 Mbs

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 Wink

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

Highlighted
Grafter
Posts: 29
Thanks: 2
Registered: ‎09-08-2010

Re: Unlimited Fibre speed has dropped to 12.95 Mbs

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

Highlighted
Grafter
Posts: 29
Thanks: 2
Registered: ‎09-08-2010

Re: Unlimited Fibre speed has dropped to 12.95 Mbs

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

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Champion
Posts: 2,187
Thanks: 462
Fixes: 22
Registered: ‎06-01-2017

Re: Unlimited Fibre speed has dropped to 12.95 Mbs

Glad to hear it Gary Wink

 

(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)

Plusnet Help Team
Plusnet Help Team
Posts: 1,229
Thanks: 136
Fixes: 55
Registered: ‎26-03-2018

Re: Unlimited Fibre speed has dropped to 12.95 Mbs

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.

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