Upgraded Fibre Unlimited to Fibre Unlimited Extra and download speed appears to be 'Throttled'

[#1]

Hi

I was using Fibre Unlimited with download speeds above 35 Mbps.

I upgraded to Fibre Unlimited Extra on 29th December and download speed rose to above 60 Mbps for a few days before falling suddenly to below 21 Mbps.

Plusnet member-centre gives the following broadband details:-

Your broadband service

    Product: Unlimited Fibre Extra
    Estimated Download Range: 59 - 72Mbps
    Estimated Upload Range: 17 - 18Mbps
    Minimum Guaranteed Speed: 54.6Mbps
    Current Line Speed (Download): 21Mbps

Why is the 'current line speed' set to 21Mbps?

My Plusnet Hub is still connecting at the higher rate (I have restarted a few times to check) and displays the following connection info:-

DSL Line Status
Connection Information
Line state:    Connected
Connection time:    2 days, 00:40:38
Downstream:    62.7 Mbps
Upstream:    17.79 Mbps
 

1. Product name:    Plusnet Hub
2. Serial number:    +081441+NQ90456929
3. Firmware version:    Software version 4.7.5.1.83.8.263 Last updated 13/07/19
4. Board version:    Plusnet Hub One
5. DSL uptime:    2 days, 00:37:27
6. Data rate:    17786 / 62703
7. Maximum data rate:    17828 / 72282
8. Noise margin:    6.1 / 6.5
9. Line attenuation:    14.2 / 12.2
10. Signal attenuation:    14.4 / 12.2
11. Data sent/received:    423.1 MB / 9.1 GB

The BT Wholesale speedtest gives the following info:-

Summary of Performance Test
Timestamp
Wednesday 6 January 2021 | 12:8:40
Ping 34 Ms       Download 20.27 Mbps       Upload 18.81 Mbps
Advance Test
Download Test
Download speed achieved during the test was 20.27 Mbps
For your connection, the acceptable range of speeds is 40 - 60.69 Mbps
Upload Test
Upload speed achieved during the test was 18.81 Mbps
IP Profile for your line is 20 Mbps

The BT line info includes the following details and shows the speed was 62.63 on 2nd January 2021 :-

                                          High Low     High Low                
VDSL Range A (Clean)     80    64.9    20    19    60    Available    Available    --
VDSL Range B (Impacted)     80    63.4    20    19    58.4    Available    Available    --
Observed Speeds    VDSL    
Max Observed Downstream Speed    62.63    
Max Observed Upstream Speed    17.69    
Observed Date    2021-01-02    
Last Test Date    23-12-2020

Is my download speed being throttled or limited?

Why is the download speed now slower than before my 'Upgrade' to extra?

I had a similar problem with my Fibre Unlimited in 2019 and a PlusNet Help Team member on here (Forum name Gandalf) fixed it by 'fixing my Broadband Profile'.

I am hoping someone can help with this problem as I didn't upgrade to Extra to have my download speed nearly halved.

Regards

Ian

[#2]

Do you have a static IP?

If so it could be a problem with the PN Profile.

Have you reported a fault?

[#3]

Yes I do have a static IP.

How would I get my PN Profile fixed?

Can Plusnet Helpdesk staff on here sort it out or do I have to phone them?

I have not reported a fault yet as I thought I would ask on here first.

Regards

Ian

[#4]

You might get lucky and one of the PN staff may see your post and intervene, but these days the most common response if anyone does respond is "Together with our suppliers blah blah - report a fault at faults.plus.net"

Or you could give them a ring and hope you get someone who knows what to do.

It is a simple fix, seems quite common, people with a static IP upgrade but PN systems revert to an ADSL profile.