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Upgrade to Unlimited Fibre Extra - No Speed Increase

Hooked
Posts: 8
Registered: 2 weeks ago

Upgrade to Unlimited Fibre Extra - No Speed Increase

Hi,

I see many people have posted the same, and I am hoping this forum can help me too.

Upgraded to Fibre Extra, but not seeing any increase.

I don't have a fixed IP. 

Only getting 36-37mbps.

Upgraded earlier this week, tells me this has been done, but not coming through. Have tried rebooting the router. 

Attached is the BT test and the plusnet view of what my line should be able to get.

How do I get plusnet to action the increase please?

 

Thanks

 

Simon

16 REPLIES 16
Seasoned Hero
Posts: 5,796
Thanks: 2,560
Fixes: 169
Registered: ‎30-06-2016

Re: Upgrade to Unlimited Fibre Extra - No Speed Increase

@Simon17 

If you go to the second part of the BT speed test, labelled something like further diagnostics, it will tell you your line profile. If this shows that the upstream profile is 10Mbps then you have not been upgraded. It should be 20Mbps. The download profile is automatically set to a percentage of your current line speed so is not helpful.

Hooked
Posts: 8
Registered: 2 weeks ago

Re: Upgrade to Unlimited Fibre Extra - No Speed Increase

Thanks Baldrick1, I have attached the advanced test.

 

Looks like its set to 20mb, but still no increase in speed?

 

 

Seasoned Hero
Posts: 5,796
Thanks: 2,560
Fixes: 169
Registered: ‎30-06-2016

Re: Upgrade to Unlimited Fibre Extra - No Speed Increase

@Simon17 

Yep, you're on 80/20 now.

When you say you've 'rebooted' have you just switched you hub off then back on? If so then try a factory reset by pushing a paperclip or similar in the reset hole and keeping the switch closed for about 30 seconds. It'll take several minutes to reset itself and get you back up and running again.

Hooked
Posts: 8
Registered: 2 weeks ago

Re: Upgrade to Unlimited Fibre Extra - No Speed Increase

All I have done is turn it off and turn it back on.

 

I was going reset the hub, but I have set up the Hub one, to forward into my Deco nest, so had to turn off the wifi from the hub.

 

Would I need to re-set up the Deco settings again if I factory reset?

Seasoned Hero
Posts: 5,796
Thanks: 2,560
Fixes: 169
Registered: ‎30-06-2016

Re: Upgrade to Unlimited Fibre Extra - No Speed Increase

@Simon17 

Not the Deco settings but It puts the hub settings back to the same as when you first received it.

Hooked
Posts: 8
Registered: 2 weeks ago

Re: Upgrade to Unlimited Fibre Extra - No Speed Increase

Thanks for your help so far.

 

I have reset back to factory settings, held the reset button for over 30 seconds, logged into the router, disabled Wifi 2.4 & 5hz, all of my devices are working still with my Deco next.

 

Re-ran the advanced tests, and all still the same as before. Still no improvement in download speed?

Community Veteran
Posts: 2,305
Thanks: 499
Fixes: 52
Registered: ‎13-08-2015

Re: Upgrade to Unlimited Fibre Extra - No Speed Increase

So given that the line has been updated, but the way you are measuring speed has not changed then perhaps it is time for you to do something different.

 

1. WiFi is never going to give you the best speeds, have you tried an ethernet direct connection?

2. Remove the Deco, and switch the router WiFi back on - are you seeing better speeds now?

Hooked
Posts: 8
Registered: 2 weeks ago

Re: Upgrade to Unlimited Fibre Extra - No Speed Increase

Ah I should have said, for all tests I am Ethernet connected to the plusnet hub. 

Community Veteran
Posts: 2,305
Thanks: 499
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Registered: ‎13-08-2015

Re: Upgrade to Unlimited Fibre Extra - No Speed Increase

Ah OK, still something is not right, probably your IP profile.

Can you poste details of the BTW DSL Checker, and a copy of the Help Dek tab from the advanced section of the router - maying sure you hide phone number/username and so on.

Hooked
Posts: 8
Registered: 2 weeks ago

Re: Upgrade to Unlimited Fibre Extra - No Speed Increase

I have attached the BTW DSL checker, but where would I find this "copy of the Help Dek tab from the advanced section of the router"

 

Community Veteran
Posts: 2,305
Thanks: 499
Fixes: 52
Registered: ‎13-08-2015

Re: Upgrade to Unlimited Fibre Extra - No Speed Increase

The DSL Checker shows your download speed is just over 40Mbps.

 

If you log into the router, go to the Advanced Tab, then Troubleshooting, you will find the Help Desk tab.

You can see how on the PN Help pages How to set up your Plusnet router | Help & Support - Plusnet

 

Do you have a filtered Master Socket, or are you using a dangly filter of extension?

Hooked
Posts: 8
Registered: 2 weeks ago

Re: Upgrade to Unlimited Fibre Extra - No Speed Increase

Yep, I believe I should be getting around 50-60 mbps.

Attached is the help desk view.

And there is a master filter socket.

Community Veteran
Posts: 2,305
Thanks: 499
Fixes: 52
Registered: ‎13-08-2015

Re: Upgrade to Unlimited Fibre Extra - No Speed Increase

Running out of options, but going back to basics:

1. From a corded phone is the line quiet? Dial 17070 option 2 - it should be quiet, no crackles.

2. Remove the lower section of the master socket, and using a dangly filter plug the router into the test socket and report the results - we are looking to see if sync or attainable speeds increase.

Otherwise it's report a speed fault to PN, they may make you wait 10 days, which seems to be written into the scripts.

 

Hooked
Posts: 8
Registered: 2 weeks ago

Re: Upgrade to Unlimited Fibre Extra - No Speed Increase

Cool, thanks for your help.

 

Called for a quiet test, all good and silent.

 

No difference in speed increase.

 

How do I raise a call with PN, or do I call and wait?