Slow download speed

[#1]

I am on a 80/20 connection and have just done a speed check and only getting approximately 21Mbps download though upload is correct 20Mbps, have tried a reboot of both the router and BT modem checked again and no different, would appreciate someone taking a look. 

[#2]

My fibre speed dropped below guarantee too. Terreble

[#3]

I have been on the PlusNet FTTP trial since 2013 and this is the first problem I have had in those five years, it is still quite usable though obviously not what I should be getting.

[#4]

Sorry to hear this @Hobo.

Can you advise if you are seeing the issue with your speed solely on wireless connections? or wired connections also?

[#5]

Hello @dvgelis,

I can see we are assisting you on this thread here. Please let us know how you get on with the trouble shooting there. 

[#6]

Hi,

I am on my desktop next to the router and connected by ethernet, I always used wired when doing a speed test.

[#7]

That is not my thread and nothing to do with my problem.

[#8 · Accepted solution]

@Hobo Any chance you can retest?

Should be fixed now

[#9]

Hi Matthew,

Many thanks speed fixed, now back to 78/20 Mbps, faith in PlusNet restored again.  

[#10]

@MatthewWheeler

Can anyone explain why after five years on the FTTP trial and having a speed fault rectified I have now received an email from support telling me 'Your broadband product change is now complete', what product change?

I only reported a speed problem and for some reason they appear to put me on a new contract, why?.

[#11]

I wouldn't worry about it, I suspect your FTTP service had somehow changed back to the ADSL2+ download profile and Mathew Wheeler has corrected it so the message is probably some quirk of PlusNet's flaky back end systems chucking out an automated response.

[#12]

Strange my broadband improved aswell

[#13]

Hi @Hobo,

I've checked your account and the product change email was generated automatically when @MatthewWheeler made some changes to your account to resolve the issue. I can confirm that your contract/products haven't been affected, sorry for any confusion that this email caused.

@dvigelis, I'm glad to hear that your connection has also improved. Please don't hesitate to get back in touch if you experience any further issues with it.

[#14]

Hi @EmilyD

Thanks for the clarification, just could not understand why an apparent new contract had been generated.

[#15]

Hi @Hobo

It looks like to fix this Matt just changed your account type from the legacy 80/20 package you're on to the current 80/20 package. Essentially this hasn't changed anything except fix the stuck speed profile.