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You intend to reduce my speed do you??

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Aspiring Pro
Posts: 349
Thanks: 49
Fixes: 2
Registered: ‎27-01-2008

You intend to reduce my speed do you??

I just got an email from PlusNet in which it says, "We've recently become aware of a problem with your broadband, which means you have been set-up on Unlimited Fibre Extra (66Mbps average download speed) rather than the Unlimited Fibre product (36Mbps average download speed) that you signed up to."

I just did a speed test and got:-

Broadband Speed Test Results
Download Speed (Mbps): 35.84
Upload Speed (Mbps) : 7.38
Ping Latency (ms): 37

I was under the impression that I was on a 40/10 contract. Can I be assured that I will in fact see no change to my speeds?

7 REPLIES 7
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Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,149
Fixes: 76
Registered: ‎06-08-2018

Re: You intend to reduce my speed do you??

Hi @longedge,

 

The Fibre extra product comes with an 80/20 profile and you were incorrectly placed on this instead of the 40/10 product you signed up for.

 

The honest answer is if your speeds enabled you to get lets say 75Mbps (being closer to the cab) then yes you would see a drop in speeds down to the 40Mbps maximum on your package. Your line can't get anywhere near the 80Mbps speeds, and as you've noted is much nearer the 40Mbps anyway. So no you won't notice any detriment to your speeds.

If this post resolved your issue please click the 'This fixed my problem' button
 Joe
 Plusnet Help Team
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Dabbler
Posts: 10
Thanks: 2
Registered: ‎01-03-2019

Re: You intend to reduce my speed do you??

The regrade process may also have caused the training process to start again, so for a few weeks you may get slower than 40Mbit but it should sort itself out over time.

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Aspiring Pro
Posts: 349
Thanks: 49
Fixes: 2
Registered: ‎27-01-2008

Re: You intend to reduce my speed do you??

I have to admit that my question was rhetorical and I posted just to establish what my baseline/current speed is. I know well enough that there is no reason why my speeds should change but I also know how badly things can go wrong when "your suppliers" get involved.

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Plusnet Help Team
Plusnet Help Team
Posts: 17,272
Thanks: 5,328
Fixes: 905
Registered: ‎21-04-2017

Re: You intend to reduce my speed do you??

No worries.

Let us know if you do encounter any problems.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
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Aspiring Pro
Posts: 349
Thanks: 49
Fixes: 2
Registered: ‎27-01-2008

Re: You intend to reduce my speed do you??

I'm now getting:-

Download Speed (Mbps): 29.12
Upload Speed (Mbps) : 5.36
Ping Latency (ms): 95

I'm assuming that the change has gone through although I have not had any notification of it although the initial email I received said, "We'll let you know once the update has completed." I believe that it was around about the 10th when the change happened. Am I right?

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Plusnet Help Team
Plusnet Help Team
Posts: 7,903
Thanks: 883
Fixes: 381
Registered: ‎01-01-2012

Re: You intend to reduce my speed do you??

Upon further investigation you were actually one of the original 40/20 customers we had who were moved to 55/10 so you shouldn't have seen an decrease at all.

I've placed a order to move you back to the correct product on our suppliers end and this should complete tomorrow.

Apologies for any inconvenience caused

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
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Aspiring Pro
Posts: 349
Thanks: 49
Fixes: 2
Registered: ‎27-01-2008

Re: You intend to reduce my speed do you??

Thanks for that - I'll keep my eye on it.