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Slow download speed

FIXED
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Grafter
Posts: 37
Thanks: 13
Fixes: 1
Registered: ‎20-07-2007

Slow download speed

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. 

18 REPLIES 18
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Grafter
Posts: 25
Registered: ‎26-06-2017

Re: Slow download speed

My fibre speed dropped below guarantee too. Terreble
Highlighted
Grafter
Posts: 37
Thanks: 13
Fixes: 1
Registered: ‎20-07-2007

Re: Slow download speed

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.

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Plusnet Help Team
Plusnet Help Team
Posts: 1,159
Thanks: 223
Fixes: 50
Registered: ‎22-01-2018

Re: Slow download speed

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?

If this post resolved your issue please click the 'This fixed my problem' button
 SammyM
 Plusnet Help Team
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Plusnet Help Team
Plusnet Help Team
Posts: 1,159
Thanks: 223
Fixes: 50
Registered: ‎22-01-2018

Re: Slow download speed

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. 

If this post resolved your issue please click the 'This fixed my problem' button
 SammyM
 Plusnet Help Team
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Grafter
Posts: 37
Thanks: 13
Fixes: 1
Registered: ‎20-07-2007

Re: Slow download speed

Hi,

 

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

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Grafter
Posts: 37
Thanks: 13
Fixes: 1
Registered: ‎20-07-2007

Re: Slow download speed

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

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

Re: Slow download speed

Fix

@Hobo Any chance you can retest?

Should be fixed now

 

 

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
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Grafter
Posts: 37
Thanks: 13
Fixes: 1
Registered: ‎20-07-2007

Re: Slow download speed

Hi Matthew,

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

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Grafter
Posts: 37
Thanks: 13
Fixes: 1
Registered: ‎20-07-2007

Re: Slow download speed

@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?.

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Champion
Posts: 1,091
Thanks: 445
Fixes: 21
Registered: ‎07-07-2009

Re: Slow download speed

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.Smiley

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Grafter
Posts: 25
Registered: ‎26-06-2017

Re: Slow download speed

Strange my broadband improved aswell
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Plusnet Help Team
Plusnet Help Team
Posts: 1,832
Thanks: 319
Fixes: 105
Registered: ‎26-03-2018

Re: Slow download speed

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.

If this post resolved your issue please click the 'This fixed my problem' button
 Emily D
 Plusnet Help Team
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Grafter
Posts: 37
Thanks: 13
Fixes: 1
Registered: ‎20-07-2007

Re: Slow download speed

Hi @EmilyD

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

 

 

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

Re: Slow download speed

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.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team