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Very Slow Fiber speed after upgrade from ADSL

wmackay
Grafter
Posts: 37
Thanks: 1
Registered: ‎10-09-2019

Re: Very Slow Fiber speed after upgrade from ADSL

I have an engineer booked for this afternoon however the speed was up at 35Mbps at 7.30 this morning and now at 16Mbps .

Plusnet Help Team
Plusnet Help Team
Posts: 1,486
Thanks: 284
Fixes: 84
Registered: ‎26-03-2018

Re: Very Slow Fiber speed after upgrade from ADSL

Hi @wmackay,

 

I'm sorry to hear that your speed has been up and down. Please let us know if you're still experiencing any problems after the engineer visit.

If this post resolved your issue please click the 'This fixed my problem' button
 Emily D
 Plusnet Help Team
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wmackay
Grafter
Posts: 37
Thanks: 1
Registered: ‎10-09-2019

Re: Very Slow Fiber speed after upgrade from ADSL

The openreach engineer replaced a 20 year old external junction box and some corroded wiring. After testing the line he said that should be the issue fixed. The line seems to be staying about 30Mbps. Is it possible to run a test on it to confirm the fault has gone?

Plusnet Help Team
Plusnet Help Team
Posts: 14,610
Thanks: 364
Fixes: 102
Registered: ‎27-04-2007

Re: Very Slow Fiber speed after upgrade from ADSL

Sure, everything looks good from our point of view. 

 

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
wmackay
Grafter
Posts: 37
Thanks: 1
Registered: ‎10-09-2019

Re: Very Slow Fiber speed after upgrade from ADSL

Still sitting above 30Mbps. Thanks for your help :smiley:

Plusnet Help Team
Plusnet Help Team
Posts: 386
Thanks: 63
Fixes: 25
Registered: ‎25-02-2019

Re: Very Slow Fiber speed after upgrade from ADSL

You're more than welcome @wmackay,

 

Glad to hear that, let us know if anything changes Smiley

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 Faris
 Plusnet Help Team
wmackay
Grafter
Posts: 37
Thanks: 1
Registered: ‎10-09-2019

Re: Very Slow Fiber speed after upgrade from ADSL

Disappointingly the speed is back down to 5Mbps.
Plusnet Help Team
Plusnet Help Team
Posts: 963
Thanks: 165
Fixes: 30
Registered: ‎22-01-2018

Re: Very Slow Fiber speed after upgrade from ADSL

Hello @wmackay,

 

I am sorry to see that your issue with your speed has returned. I have tested your line and there's definitely something out of place as your speed is showing 6Mbps on our side. Is there any chance you can plug your connection into the test socket and run a wired speed test with the one device connected?

 

A guide on how to locate the test socket can be found here.

 

If the speed is still below estimates, please can attached the results to the fault ticket and let us know here so we can get this picked up.

If this post resolved your issue please click the 'This fixed my problem' button
 SammyM
 Plusnet Help Team
wmackay
Grafter
Posts: 37
Thanks: 1
Registered: ‎10-09-2019

Re: Very Slow Fiber speed after upgrade from ADSL

The router is now in the test socket. The speed was 30Mbps to start withbut has already dropped to 16Mbps and will probably keep on dropping.
Plusnet Help Team
Plusnet Help Team
Posts: 963
Thanks: 165
Fixes: 30
Registered: ‎22-01-2018

Re: Very Slow Fiber speed after upgrade from ADSL

Hello @wmackay,

 

I am sorry to hear that the speed did not improve within the test socket and for the inconvenience this is causing. I have rejected the fault back to our suppliers and we are currently are awaiting for their response as to how they would like to proceed.

 

It is likely they will want to send an engineer to investigate the issue further and in preparation for that, please can you update the fault ticket with your availability.

 

 

 

If this post resolved your issue please click the 'This fixed my problem' button
 SammyM
 Plusnet Help Team
wmackay
Grafter
Posts: 37
Thanks: 1
Registered: ‎10-09-2019

Re: Very Slow Fiber speed after upgrade from ADSL

I've updated the support ticket with availability. Hopefully can get this issue resolved soon.
Plusnet Help Team
Plusnet Help Team
Posts: 461
Thanks: 55
Fixes: 18
Registered: ‎06-08-2018

Re: Very Slow Fiber speed after upgrade from ADSL

Hi @wmackay,

 

Thanks for getting back to us.

 

I've scheduled the engineer visit here and we will monitor the fault on the day.

 

If you require any further assistance, please let us know.

 

Thanks - LF

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  Tahir M
 Plusnet Help Team
wmackay
Grafter
Posts: 37
Thanks: 1
Registered: ‎10-09-2019

Re: Very Slow Fiber speed after upgrade from ADSL

There has been no sign for an engineer today and no change in speed. Still 5 to 6Mbps
Plusnet Help Team
Plusnet Help Team
Posts: 1,055
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Registered: ‎07-12-2017

Re: Very Slow Fiber speed after upgrade from ADSL

Hi @wmackay, I'm really sorry that the engineer did not attend. I have chased this with our suppliers and provided a further update here.

 

I'm very sorry for the inconvenience this may have caused.

If this post resolved your issue please click the 'This fixed my problem' button
 Lauren Barry
 Plusnet Help Team
wmackay
Grafter
Posts: 37
Thanks: 1
Registered: ‎10-09-2019

Re: Very Slow Fiber speed after upgrade from ADSL

Is there any update of rebooking the engineer visit?