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Very slow fibre broadband

ia1976
Hooked
Posts: 9
Registered: ‎10-02-2017

Very slow fibre broadband

Hi

I have been having a problem for the last 10+ days where broadband speed is very slow. I am getting about 1mb download and 0.3mb upload. This is with using a wired connection and not wireless.

I have tried the usual tests of using the master socket, new cables etc but it makes no difference.

 

I'm struggling to contact Plusnet via phone or chat as each time I try after waiting an hour I have to hang up as I don't have time to wait longer.

How can I get this resolved?

15 REPLIES
SpendLessTime
Aspiring Hero
Posts: 2,844
Thanks: 844
Fixes: 82
Registered: ‎21-09-2009

Re: Very slow fibre broadband

Plusnet Staff
Plusnet Staff
Posts: 2,156
Thanks: 374
Fixes: 117
Registered: ‎22-08-2015

Re: Very slow fibre broadband

Hello @ia1976 I'm sorry to hear you're having speed issues.

 

I've tested your line and I am not detecting a problem:

Sync Status In Sync
Downstream Speed 40.0 Mbps
Upstream Speed 2.0 Mbps

 

Can you run the a speed test at http://speedtest.btwholesale.com, completing the further diagnostics at the end and then raise a fault to us at http://faults.plus.net for us to investigate?

From when I joined the Plusnet Help Team in May 2017 my main Community account is @Gandalf.
If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Staff
ia1976
Hooked
Posts: 9
Registered: ‎10-02-2017

Re: Very slow fibre broadband

Hi 

 

At the worst times the speed can be download of 1mb and upload of 0.1mb but once in a while it goes back to full speed. Here are my ping results for the last few days. http://img.photobucket.com/albums/0903/Ish__/PN_zpskdkahn53.jpg

I am connected directly to the master socket and have no other extensions anyway. I have tried new cables etc.

 

I have ran the tests as requested and submitted the fault. I am unable to do the bypass test as I don't have a seperate fibre modem.

ia1976
Hooked
Posts: 9
Registered: ‎10-02-2017

Re: Very slow fibre broadband

So what happens now. No one has contacted me yet.

SpendLessTime
Aspiring Hero
Posts: 2,844
Thanks: 844
Fixes: 82
Registered: ‎21-09-2009

Re: Very slow fibre broadband

@ia1976

Have Plusnet posted anything in the support tickets for you? https://www.plus.net/wizard/?p=search

ia1976
Hooked
Posts: 9
Registered: ‎10-02-2017

Re: Very slow fibre broadband

@SpendLessTime the last reply was on 12.02.2017.

 

Your support request has been escalated to the correct team for review.

ia1976
Hooked
Posts: 9
Registered: ‎10-02-2017

Re: Very slow fibre broadband

All I'm getting back from support at the moment is how the line is synching at the correct speed. That may be the case but the speed is very slow most of the time. I am connected to the master socket and have changed filter and cable. I even tried an official Plusnet One hub which made no difference.

 

This is my graph for yesterday evening 

http://www.thinkbroadband.com/ping/share/5c407593f42b0d023c12acd09ba94668-17-02-2017.html

 Even though I have 12 months left on my contract I'm seriously considering biting the bullet and signing up with Virgin again who I was with for the last 10 years+ and had no problems.

SpendLessTime
Aspiring Hero
Posts: 2,844
Thanks: 844
Fixes: 82
Registered: ‎21-09-2009

Re: Very slow fibre broadband

If it sync's at the correct speed then Plusnet will not raise a fault as it will be rejected.

Are these slow speed test results performed over WiFi or ethernet cable?

What does the BTW Speedtest and then running the  "Further Diagnostics" show for your BTW IP Profile? http://www.speedtest.btwholesale.com/

ia1976
Hooked
Posts: 9
Registered: ‎10-02-2017

Re: Very slow fibre broadband

This is a test with a wired connection and modem in master socket

 

 

ia1976
Hooked
Posts: 9
Registered: ‎10-02-2017

Re: Very slow fibre broadband

This is a test with a wired connection and modem in master socket. The speed is usually worse than this

 

 Bt02.JPG

 

 

 

Highlighted
SpendLessTime
Aspiring Hero
Posts: 2,844
Thanks: 844
Fixes: 82
Registered: ‎21-09-2009

Re: Very slow fibre broadband

@ia1976

It looks like you are doing everything right.

 @Anoush could you provide some assistance please?

 

ia1976
Hooked
Posts: 9
Registered: ‎10-02-2017

Re: Very slow fibre broadband

Speed getting worse. At worst it will go down to 1mb download and 0.25 upload which makes it unusable.

 

BT01.JPG

 

 

 

Plusnet Staff
Plusnet Staff
Posts: 2,156
Thanks: 374
Fixes: 117
Registered: ‎22-08-2015

Re: Very slow fibre broadband

Sorry to see this is still ongoing.

If it isn't resolved or progressed over the weekend I'll be happy to see what I can do for you on Monday once I am back in the office.
From when I joined the Plusnet Help Team in May 2017 my main Community account is @Gandalf.
If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Staff
ia1976
Hooked
Posts: 9
Registered: ‎10-02-2017

Re: Very slow fibre broadband

@Anoush I have closed the ticket now as since Friday night the speed has gone back to normal. I hope the problem desn't come back.