Very Slow Download Speed of 7.6Mbps on Fibre Connection

[#1]

Hi,

I am getting very slow download speeds of around 7.6Mbps from my fibre broadband connection.

According to the my Plusnet account details my package is set as follows:-

Your broadband service

• Product: Unlimited Fibre (Without Phone)
• Estimated Download Range: 38 - 40Mbps
• Estimated Upload Range: 8 - 10Mbps
• Minimum Guaranteed Speed: 30.9Mbps
• Current Line Speed (Download): 8Mbps

Why is the Current Line Speed (Download) at 8Mbps?

My Plusnet One Hub is syncing at Downstream 39.99 Mbps and Upstream at 9.995 Mbps.

I have run the speedtest and diagnostics at speedtest.btwholesale.com and obtained the following results:-

  Performance Test Results Report

  Basic Performance Test -

    Time Stamp                               Latency   Download    Upload
    Sunday 5 July 2020 | 13:12:43  26 Ms      7.60 Mbps   9.92 Mbps

  Advanced Performance Test -

    Download Test
    Download speed achieved during the test was 7.60 Mbps
    For your connection, the acceptable range of speeds is 20-38.71 Mbps

    Your DSL Connection Rate: 0 Mbps(DOWN-STREAM),0 Mbps(UP-STREAM)

    For your connection, the maximum achievable download speed is 38.71 Mbps
    IP Profile for your line is 38.71 Mbps

  Upload Test
    Upload speed achieved during the test was 9.92 Mbps
    For your connection, the maximum achievable upload speed is 10 Mbps
    IP Profile for your line is 10 Mbps

I hope you can sort this speed problem out for me as I am paying for Fibre Broadband but my speed has beed reduced back to the speed I used to get before I upgraded to fibre last year.

Regards

Ian

[#2]

@ifox6767 I would raise a  PN speed fault and get it looked at you can do that here https://portal.plus.net/apps/kbdfaults

You might also like to get some records of results and this is quite good 😊https://testmy.net/auto 

[#3 · Accepted solution]

Thanks for getting in touch @ifox6767 I'm sorry for the problems with your speed. I believe I've fixed this for you now, the issue looks to have been a stuck profile. If you reboot your router you should see a higher speed after.

If there are further issues, together with our network partners at Openreach we are prioritising customers who don’t have a phone line or broadband connection, meaning there might be a delay in Speed Faults being fixed. In the meantime, please raise your speed fault online at faults.plus.net.

[#4]

Thanks @Gandalf  that seems to have fixed the problem.  Download speed back above 30Mbps.

[#5]

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@Gandalf wrote:

....... meaning there might be a delay in Speed Faults being fixed. In the meantime, please raise your speed fault online at faults.plus.net.

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@Gandalf Thanks for the heads up on a delay by Openreach on speed issues 

[#6]

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@Gandalf wrote:

Thanks for getting in touch @ifox6767 I'm sorry for the problems with your speed. I believe I've fixed this for you now, the issue looks to have been a stuck profile. If you reboot your router you should see a higher speed after.

@Gandalf  do you think I may also have a "stuck profile" if my Fibre Extra is not even 40 and I can only get 7up out of 20?

 

[#7]

@Gandalf Is this fix process what they call "flushing the DNS"?